I own a HP5610 i had problem receiving fax i called tech support and they told me that i have to turn off?

Question

they told me i have to turn off answering machine and they send me a fax which i received i am wondering if anyone had the same problem?

Answer 1

It is amazing how little tech support seem to know about their own products...

*** Your answering machine (TAM) is supposed to pickup the call before the HP5610. *** ... (if it's connected correctly)

Then, the HP5610 listens-in on the incoming call for the FAX tones.  If HP detects FAX signals, it will then pick-up the call as a FAX, otherwise HP will not pick-up and your TAM will record the message, as usual.

The HP link below has illustrations of how your HP5610 should be connected to your TAM (telephone answering machine) and telephone.

Here is quoted text from the HP FAQ link on how it works:

"

How HP all-in-one or fax products work with a TAM:

When a call comes in, both the TAM and all-in-one will ring. The all-in-one display should indicate Ringing .

The TAM must answer the call before the all-in-one. Adjust the Rings-to-Answer settings on the TAM and all-in-one if necessary. After the TAM has answered the call, the all-in-one display will change from Ringing to Phone off-hook . This transition may take several seconds on the all-in-one.

When the all-in-one display changes to Phone off-hook it will eavesdrop on the phone line for the presence of fax calling tones (CNG).

When two consecutive fax calling tones are detected (requires at least seven seconds), the all-in-one will take over the call. It is recommended that the TAM be connected directly to the 2-EXT port on the fax of the all-in-one. This allows the all-in-one to disconnect the TAM from the phone line when the all-in-one takes over the call. If fax calling tones are not detected, the TAM will keep control of the phone line and record the voice message.

"

Answer 2

Most telephone companies are not interested in your fax machine. All they care about is whether or not you are recieving phone calls.

Most HP tech support lines do not care about answering machines, all they care about is the faxes.

The answering machine companies only care about answering machines.

The above answer is great, I just wanted to add that.  i work for a telephone company, and we see fax issues everyday, but have to turn customers away, because we are not allowed to troubleshoot fax machines.

Very sad.