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The Product Will Not Pick Up Paper from the Photo Tray

  • PrintPrint

Issue

The product stops picking up or feeding paper from the photo tray. One or both of the following error messages might display on the product control panel or the computer.
  • 'Out of Paper, Load paper into the Photo Tray'
  • 'Photo Tray Problem, Re-insert or lower the Photo Tray'
Follow these guidelines to help prevent paper feed issues:
  • Load as few sheets as possible into the photo tray.
  • Load paper correctly with the print side down, and then push the paper all the way into the photo tray.
  • Use only one type of paper at a time in the photo tray.
  • Store photo paper in a cool dry place.
  • Use only clean unused paper in the photo tray.
  • Reload paper that has been in the photo tray for a time. Avoid printing on paper that is dusty.
  • Wait for the product to complete a job or to display an 'Out of paper' message before reloading paper.
Any of the following issues can cause a paper feed issue in the photo tray:
  • The photo tray is empty or overloaded.
  • The photo tray is not selected.
  • The paper is curled.
  • The print side, or shiny side, of the paper is not loaded in the photo tray face down.
  • The paper might not be engaged with the feed rollers.
  • The paper width guide is too tight against the paper stack.
  • The paper settings in the print driver do not match the paper loaded in the photo tray.
  • The paper size setting is too large for the photo tray.
  • The rubber paper feed rollers are coated with dust.
Important: You must follow these solutions in the order presented to resolve the issue.

Solution one: Reset the product

Follow these steps to reset the power to the product, and then try to print again.

Step one: Reset the product

  1. Press the Power button () to turn on the product.
  2. With the product turned on, disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button () to turn it on.

Step two: Try to print a photo

Try to print a photo again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution two: Check the position of the photo tray assembly

If the photo tray assembly is incorrectly seated in the product, the product will not print. Follow these steps to check the position of the photo tray, and then try to print again.

Step one: Remove and reinsert the photo tray assembly

  1. Grasp the photo tray, tilt it upward, and then pull it out and away from the product to remove it.
    Figure 1: Grasp the photo tray
    Image: Grasping the photo tray
    Figure 2: Tilt the tray upward and pull it out and away from the product
    Image: Tilting the tray upward and pulling it away from the product
    Figure 3: Photo tray removed
    Image: Product with the photo tray removed
  2. Slide the photo tray back into place at a slight upward angle until it stops, and then press the photo tray down and in to seat it correctly.
    Figure 4: Reinsert the photo tray
    Image: Reinserting the photo tray
  3. Make sure that the front of the photo tray aligns with the end of the main tray. If the front of the photo tray assembly does not line up with the end of the main tray, repeat these steps to remove and reinsert the photo tray assembly.
    Figure 5: Correct and incorrect alignment of the photo tray
    Image: Photo showing the correct alignment of the output tray in the product
    1 - Correct alignment of the output tray with the product
    2 - Incorrect alignment of the output tray with the product

Step two: Try to print a photo

Try to print a photo again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution three: Check the condition of the paper

Follow these steps to check the condition of the paper, reload the paper, and then try to print again.

Step one: Check the condition of the paper

  1. Lift the photo tray lid.
    Figure 6: Lift the photo tray lid
    NOTE:It is not necessary to completely remove the output tray from the product to lift the photo tray lid.
  2. Slide the paper width guide to its outermost position.
    Figure 7: Slide out the paper width guide
    Image of sliding out the paper width guide
  3. Remove the paper from the tray.
  4. Examine the stack of paper.
    1. Replace any ripped, dusty, or wrinkled paper.
    2. Make sure the paper is not curled or bent.
      If the paper is bent, place the paper in a plastic bag and gently bend it the opposite direction of the curl until the paper lies flat. Alternately, replace curled paper with paper that is not curled or bent.
    3. Make sure that the stack of paper contains only one type of paper.
  5. Shuffle the paper so it does not stick together.
  6. Tap the paper stack on a flat surface to align the edges.

Step two: Reload the photo paper

  1. Lift the photo tray lid.
    Figure 8: Lift the photo tray lid
    NOTE:It is not necessary to completely remove the output tray from the product to lift the photo tray lid.
  2. Slide the paper-width guide to its outermost position.
    Figure 9: Adjust the paper-width guide
  3. Load photo paper with the print side down and short edge first into the photo tray. Slide the stack of photo paper forward until it stops.
    Figure 10: Insert photo paper
    NOTE:If the photo paper has perforated tabs, load the photo paper so that the tabs are facing away from the product.
  4. Adjust the paper-width guide so it rests against the stack of photo paper.
    Figure 11: Adjust the paper-width guide against the paper
    NOTE:Do not overload the photo tray. Make sure the stack of photo paper fits within the photo tray and is no higher than the top of the paper-width guide.
  5. Lower the photo tray lid.
    Figure 12: Lower the photo tray lid
  6. Extend the paper catch.
    Figure 13: Extend the paper catch

Step three: Try to print a photo

Try to print a photo again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution four: Clean the rollers

Follow these steps to clean the paper feed rollers, and then try to print again.

Step one: Clean the rollers

  1. Gather the following materials:
    • A clean, lint-free cloth, or any cloth that will not come apart or leave fibers
    • Distilled, filtered, or bottled water (tap water might damage the product)
    • Clean, lint-free cotton swabs
  2. Press the Power button () to turn off the product.
  3. Disconnect the power cord from the rear of the product.
  4. Press the tab on the left side of the rear access door, and then pull the door outward to remove it.
    Figure 14: Remove the rear access door
    Image: Opening the rear access door
  5. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  6. Press the cloth against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure 15: Rotate and clean the rollers
    Image: Photo of the rollers
  7. Lightly dampen a cotton swab, and then use it to clean the pick rollers that are behind the paper feed rollers.
    Figure 16: Clean the pick rollers
    Image: Photograph of the pick rollers
  8. Allow the rollers to dry for 10 or 15 minutes.
  9. Check the rollers on the rear access door. Make sure that the rollers are not missing, that they turn easily, and that they are springy when you press them. If the rollers are damaged, replace the rear access door.
  10. Gently push the rear access door into the product until it snaps firmly into place.
    Figure 17: Reattach the rear access door
    Image: Reattach the rear access door
  11. Reconnect the power cord to the rear of the product.
  12. Press the Power button () to turn on the product.

Step two: Try to print a photo

Try to print a photo again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution five: Adjust the paper settings in the driver

Choose your operating system, and then adjust the paper settings in the print driver.
  1. Open the document you want to print.
  2. Click File, and then click Print. The Print window opens.
  3. Click Properties. Depending on the software program, the button might be Properties, Options, Printer setup, Printer, or Preferences. The printer properties window opens.
  4. Click Printing Shortcuts, and then click the shortcut for printing photographs.
  5. From the Paper source drop-down list, click the paper source.
  6. From the Paper sizes drop-down list, click the paper size.
  7. From the Paper type drop-down list, click the appropriate photo paper type.
  8. Click OK, and then click OK again to print the document.
  1. Open the document you want to print.
  2. On the File menu, click Page Setup.
  3. Select the product from the Format for drop-down list.
  4. Select the appropriate paper size from the Paper Size drop-down list, and then click OK.
  5. On the File menu, click Print to open the Print dialog box.
  6. If necessary, change any settings for Paper type or Paper source, and then click OK or Print.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution six: Service the printer

These steps apply to all countries/regions except Asia Pacific.
If you have completed all the preceding steps and are still experiencing a problem, service the product.
Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .
  • If your product is in warranty, contact HP.
  • If your product is out of warranty, fees might apply for contacting HP.

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