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Tutor
Posts: 5
Member Since: ‎03-21-2016
Message 1 of 23 (1,545 Views)
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Paper tray is empty appears on OSX

Product Name: HP ENVY 5640
Operating System: Mac OS X 10.11 El Capitan

Hi,

New printer, has paper, copying etc works fine directly on the printer but unable to print successfully from the computer which displays "Paper tray is empty." (this is not on the control panel of the printer which is fine).

 

Printing is sporadic, occasionally prints a page and some times a blank page.

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Accepted Solution

Re: Paper tray is empty appears on OSX

This is now resolved. Contacted support and, after going through the above steps again, they talked me through a hidden service menu to do what was labeled as a Semi-Full Reset (anyone else think that the developers ran out of things to call the various resets?). This fixed what appears to have been some sort of firmware issue and all is well with the printer.

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Retired
Posts: 1,728
Member Since: ‎12-08-2015
Message 2 of 23 (1,527 Views)

Re: Paper tray is empty appears on OSX

Welcome to the HP Community @JohnP7,

 

I understand your HP ENVY 5640 is displaying a "Paper tray is empty" error message, and you are experiencing some print quality issues with blank pages printing. I will be happy to help.

 

Below, I have posted a link to a document that offers some troubleshooting solutions to this issue. Please try out all of the steps, in order and get back to me with the results. 
 
 
 
If this helps show appreciation for my reply by hitting the “thumbs up” below, or click the "Accept as Solution" button if I have helped you reach a solution.
 
I hope this helps, and have a great day.

MarcelusWallace

I work on behalf of HP

★Please click "Accept as Solution" if you feel my post solved your issue, it will help others find the solution.
★Click the "Kudos, Thumbs Up" on the right to say "Thanks" for helping!

Tutor
Posts: 5
Member Since: ‎03-21-2016
Message 3 of 23 (1,524 Views)

Re: Paper tray is empty appears on OSX

Hi,

Thanks for your reply but as I originally stated, I am not talking about the display on the printer, 'Paper tray is empty' displays on the computer so your first link doesn't apply.

 

Also the printing is not poor quality so the second link does not apply.

 

My issue is that 'Paper tray is empty' appears on the computer NOT on the display panel and printing does not complete or a blank page is printed.

Retired
Posts: 1,728
Member Since: ‎12-08-2015
Message 4 of 23 (1,522 Views)

Re: Paper tray is empty appears on OSX

Hi @JohnP7,

 

If the issue is only present on the computer you are printing from then I recommend you try uninstalling, then reinstalling the printer software.

 

HP Printers - Uninstalling the Printer Software (Windows)

 

Software and driver results - HP Officejet Pro 8620 e-All-in-One Printer

 

If you are still experiencing the issue after reinstalling the software then I recommend you contact HP for further assistance.

 

Contact HP:
Step 2. Enter Product number or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click on: HP contact options - click on Get phone number
Case number and phone number appear 
 
I hope this helps, and have a great day.

MarcelusWallace

I work on behalf of HP

★Please click "Accept as Solution" if you feel my post solved your issue, it will help others find the solution.
★Click the "Kudos, Thumbs Up" on the right to say "Thanks" for helping!

Tutor
Posts: 5
Member Since: ‎03-21-2016
Message 5 of 23 (1,509 Views)

Re: Paper tray is empty appears on OSX

Thank you Marcelus but as you can see from the title of the post I am using a Mac so 'HP Printers - Uninstalling the Printer Software (Windows)' is not much use.

 

For anyone else trying to re-install drivers on a Mac, all HPs support material says run the uninstaller under /Applications/Hewlett-Packard but there is no uninstaller, at least on my system.

 

I removed the printers from the system pane then deleted :

/Applications/Hewlett-Packard

/Applications/Utilities/HP Utility

/Library/Printers/hp

 

emptied the trash and restarted which seemed to do the job. Unfortunately after reinstalling the drivers I get the same error.

Tutor
Posts: 5
Member Since: ‎03-21-2016
Message 6 of 23 (1,496 Views)

Re: Paper tray is empty appears on OSX

This is now resolved. Contacted support and, after going through the above steps again, they talked me through a hidden service menu to do what was labeled as a Semi-Full Reset (anyone else think that the developers ran out of things to call the various resets?). This fixed what appears to have been some sort of firmware issue and all is well with the printer.

Honor Student
Posts: 2
Member Since: ‎04-20-2016
Message 7 of 23 (1,452 Views)

Re: Paper tray is empty appears on OSX

How do we find this "hidden service menu"? I'm getting the same Empty Tray message on the Mac printer page even though it looks fine on the printer and the printer prints alignment and sample page fine.

Student
Posts: 1
Member Since: ‎05-24-2016
Message 8 of 23 (1,393 Views)

Re: Paper tray is empty appears on OSX

How do I find that hidden menu for my HP Envy 5660 which on the device keeps giving the message of "paper tray empty"

in error and will copy but not print from the computer wifi? 

Student
Posts: 1
Member Since: ‎07-07-2016
Message 9 of 23 (1,357 Views)

Re: Paper tray is empty appears on OSX

"paper tray is empty" appears on OSX. What is the secret fix?

Honor Student
Posts: 2
Member Since: ‎04-20-2016
Message 10 of 23 (1,353 Views)

Re: Paper tray is empty appears on OSX

With people still asking about the fix for this, anyone know how we get someone at HP to reply and help us out?

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