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HP Photosmart 7510 e-All-in-One Printer - C311a Troubleshooting

The e-All-in-One Does Not Pick Up or Feed Paper from the Photo Tray

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Issue

The product does not pick up or feed the paper from the photo tray. The product might make noises as though it is printing, but no paper moves through it.
A paper feed issue can occur for several reasons, such as dusty or contaminated paper rollers, the condition of the paper in the tray, or even issues with the product software.
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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.
The product might not pick up photo paper if the paper size and type in the photo paper tray do not match the size and type settings in the print driver. This feature of the product helps to avoid wasting ink and paper if the paper is not what you expected.
  1. Return to the photo you were trying to print when the issue occurred.
  2. Click File , and then click Print . The Print window opens.
  3. Click the button that opens the Properties dialog box. Depending on the software program, the button might be Properties , Options , Printer Setup , Printer , or Preferences .
  4. Click the tab that provides paper type and size settings. The tab might be Features or Paper/Quality .
  5. From the Size is drop-down list, select the paper size that matches the photo paper in the photo tray. Click More in the drop-down list to access more paper size options.
    NOTE:The photo tray supports up to 101.6 x 152.4 mm (4 x 6 in.) photo paper. Do not select a size larger than 101.6 x 152.4 mm (4 x 6 in.).
  6. From the Source is drop-down list, select Photo Tray if it is not already selected.
    NOTE:If the photo tray is not available in the Source is drop-down list, the paper size selected is likely too large for the photo tray. Select a paper size no larger than 101.6 x 152.4 mm (4 x 6 in.) to use the photo tray.
  7. From the Type is drop-down list, select the paper type that matches the photo paper in the photo tray.
    For example, if you have 101.6 x 152.4 mm (4 x 6 in.) photo paper loaded in the photo tray, select 4x6in. or 4x6in. (tab) .
    If the required paper size is not in the drop-down list, follow these steps to create a custom paper size.
    Select Custom from the Size is drop-down list, or the Custom tab.
    In the Custom Paper Size dialog box, type a name for the new custom size.
    In the Width and Length boxes, type the dimensions.
    NOTE:Be sure to type dimensions no larger than 101.6 x 152.4 mm (4 x 6 in.) to use the photo tray.
    Select the unit of measurement, and then click Save .
    Click OK to close the Custom Paper Size dialog box, and then click OK again to close the Properties dialog box.
    NOTE:You must exit the Properties dialog box to apply your changes.
    Open the Properties dialog box again, and then select the new custom size from the Size is drop-down list.
  8. Click OK , and then click OK again to print the photo.
  • If the photo prints , the issue is resolved, and there is no need to continue troubleshooting.
  • If the photo does not print , continue with the next solution.
You can print photos from the main tray if the photo tray does not feed photo paper. Follow these steps to print photos from the main tray.

Step one: Load photo paper in the main tray

  1. Raise the photo tray lid.
  2. Slide the paper width guide to its outermost position.
    Figure 1: Slide the paper width guide outward
    Image: Sliding the paper width guide outward
  3. Remove the photo paper from the photo tray, and then lower the photo tray lid.
  4. Lift the output tray, and then slide the paper width guide to its outermost position.
    Figure 2: Slide the paper width guide to its outermost position
    Image: Sliding paper width guides outward
  5. Gather 5 sheets of photo paper, and then tap the edges of the stack of photo paper on a flat surface to make sure that all the edges are even.
  6. Load the photo paper into the tray with the short edge forward and the glossy side down. Slide the stack forward until it stops.
    NOTE:Make sure that all the photo paper in the stack is the same size and type and is free from rips, dust, wrinkles, and curled or bent edges.
  7. Slide the paper width guide inward until it stops at the edge of the photo paper. Do not push the guide in so tightly that it binds against the photo paper.
  8. Lower the output tray, and then pull out the extension.
    Figure 3: Lower the output tray and pull out the paper tray extension
    Illustration of lowering the output tray and pulling out the tray extension

Step two: Change the print settings

  1. Return to the photo you were trying to print when the issue occurred.
  2. Click File , and then click Print . The Print window opens.
  3. Click the button that opens the Properties dialog box. Depending on the software program, the button might be Properties , Options , Printer Setup , Printer , or Preferences .
  4. Click the tab that provides paper type and size settings. The tab might be Features or Paper/Quality .
  5. From the Size is drop-down list, select the paper size that matches the photo paper in the main tray. Click More in the drop-down list to access more paper size options.
  6. From the Source is drop-down list, select Main Tray .
  7. From the Type is drop-down list, select the paper type that matches the photo paper in the tray.
    For example, if you have 101.6 x 152.4 mm (4 x 6 in.) photo paper loaded in the tray, select 4x6in. or 4x6in. (tab) .
    If the required paper size is not in the drop-down list, follow these steps to create a custom paper size.
    Select Custom from the Size is drop-down list, or the Custom tab.
    In the Custom Paper Size dialog box, type a name for the new custom size.
    In the Width and Length boxes, type the dimensions.
    Select the unit of measurement, and then click Save .
    Click OK to close the Custom Paper Size dialog box, and then click OK again to close the Properties dialog box.
    NOTE:You must exit the Properties dialog box to apply your changes.
    Open the Properties dialog box again, and then select the new custom size from the Size is drop-down list.
  8. Click OK , and then click OK again to print the photo.
Sometimes, restarting the product can clear a paper feed issue. Follow these steps to perform a reset.

Step one: Reset the e-All-in-One

  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: Print the photo again

Try printing the photo again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Paper feed issues might result from dusty, torn, wrinkled, wet, or folded paper in the photo tray. The quality of the paper can also make a difference. Use only good quality paper that meets product specifications. Follow these steps to check the condition of the paper.

Step one: Check the condition of the photo paper

  1. Remove the photo paper from the photo tray.
  2. Check for obstructions inside the tray. Use a flashlight to view the mechanism inside the tray to make sure that nothing blocks the photo paper from engaging with the rollers. Even small pieces of photo paper can cause paper feed issues.
    NOTE:If you find obstructions in the paper path, skip to the section on cleaning the paper rollers.
  3. Examine the condition of the photo paper, and then replace any ripped, dusty, curled, wrinkled, or bent photo paper.
  4. Make sure that all the photo paper in the stack is the same size and type. Never load mixed types of photo paper in the photo tray. The product can only process one type of photo paper at a time.
  5. Tap the stack of photo paper on a flat surface to align the edges.
  6. Make sure that the stack of photo paper contains 5 or more sheets of photo paper.
    NOTE:You need to use 5 sheets or more of photo paper only for purposes of these troubleshooting steps. When the issue is resolved, you can resume loading photo paper according to the paper tray capacity specifications for your product.

Step two: Reload the paper

Use the following steps to load photo paper in the product.
  1. Raise the photo tray lid, and then slide the paper width guide outward.
    Figure 4: Raise the photo tray lid and slide the paper width guide outward
    Graphic: Raise the photo tray lid, and then slide the paper width guide outward
  2. Insert the stack of photo paper into the photo tray with the short edge forward and print side down. Slide the stack forward until it stops.
    NOTE:If the photo paper you are using has perforated tabs, load the paper so that the tabs are closest to you.
    Figure 5: Load photo paper
    Graphic: Load photo paper
  3. Slide the paper width guide inward until it stops at the edge of the paper.
    Figure 6: Slide the paper width guide inward
    Graphic: Slide the paper width guide inward
  4. Lower the photo tray lid.
    Figure 7: Lower the photo tray lid
    Graphic: Lower the photo tray lid
    NOTE:Do not leave any photo paper in the input tray after you finish printing, as the quality of the paper might deteriorate. Store photo paper in a sealed bag in a cool, dark place.

Step three: Print the photo again

Try printing the photo again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to make sure that the photo tray fits in the product correctly.

Step one: Remove and reinsert the photo tray

  1. Grasp the photo tray, tilt it upward, and then pull it away from the product to remove it.
    Figure 8: Grasp the photo tray
    Illustration: Grasping the photo tray
    Figure 9: Tilt the tray upward and pull it away from the product
    Illustration: Tilting the tray upward and pulling it away from the product
    Figure 10: Photo tray removed
    Illustration of the 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 11: 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 does not line up with the end of the main tray, lift the photo tray at a slight upward angle, and then press the photo tray all the way into the product.
    Figure 12: Align the front of the photo tray with the end of the main tray
    Illustration: Aligning the front of the photo tray with the end of the main tray
    1 - Front of the photo tray
    2 - End of the main tray

Step two: Print the photo again

Try printing the photo again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Dust or debris on the pick rollers in the rear of the product might cause this issue. Follow these steps to clean the pick rollers.
NOTE:The graphics in this solution might not look exactly like your product, but the steps are the same.

Step one: Clean the pick rollers

  1. Gather the following materials:
    • Long-handled cotton or foam swabs
    • Bottled or distilled water (tap water can contain contaminants that might damage the product)
  2. Disconnect the USB cable from the rear of the product.
  3. Press the Power button ( ) to turn off the product.
  4. Disconnect the power cord from the rear of the product.
  5. Press in the tab on the left side of the rear access door, and then pull the door away from the product to remove it.
    Figure 13: Remove the rear access door
    Image: Removing the rear access door
  6. Find the pick rollers on the left side of the rear of the product.
    Figure 14: Location of the pick rollers
    Illustration: Location of the pick rollers
    1 - Pick Rollers
  7. Dip the swab in the bottled or distilled water, and then squeeze any extra liquid from the swab.
  8. Press the swab against the pick rollers and rotate them upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup. Make sure that you clean both the pick roller on the left and the pick roller on the right.
    Figure 15: Clean the pick roller on the left
    Illustration: Left pick roller
    Figure 16: Clean the pick roller on the right
    Illustration: Right pick roller
  9. Allow the rollers to dry for 10 or 15 minutes.
  10. Push the rear access door back into the product until it snaps firmly into place.
  11. Reconnect the power cord to the rear of the product.
  12. If the product does not turn on automatically, press the Power button ( ) to turn it on.

Step two: Print the photo again

Try printing the photo again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution, or go to the How do I print a photo from the main tray? section at the beginning of the document to try to print photos from the main paper tray.

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 , click here to view additional printer support options starting as low as $20.