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‎02-06-2020 01:55 PM

HP Recommended
Product: HP OfficeJet 9012

My HP OfficeJet 9012 continually tells me that the paper tray is open and to close it. The tray is closed and the paper is loaded. There are no papers jams, and I have not been able to see any obstructions. Will not print or function, always give me that error.

2 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎02-10-2020 04:30 AM

HP Recommended

@tstandifer, Welcome to HP Support Community!

 

I understand you have tray issues on the printer. Let us try to isolate and resolve the same-

 

Restart the printer

Turning the printer off and then on again can reset the printer and clear the message from the control panel.

  1. Press the Power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the rear of the printer.

  2. Wait 60 seconds.

  3. Reconnect the power cord to the rear of the printer.

  4. Press the Power button to turn on the printer.

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

 

Additionally, follow the steps below-

 

Make sure that the input tray is completely closed

Reload the paper in the input tray

Check for obstructions that prevent the input tray from closing

 

If the issue persists, it could be a hardware failure. Please reach out to the HP Support in your region regarding the service options for your printer.

 

Hope this helps!

 

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 bottom right to say “Thanks” for helping!

TEJ1602
I am an HP Employee

View solution in original post

Was this reply helpful? Yes No
3 REPLIES 3

‎02-10-2020 04:30 AM

HP Recommended

@tstandifer, Welcome to HP Support Community!

 

I understand you have tray issues on the printer. Let us try to isolate and resolve the same-

 

Restart the printer

Turning the printer off and then on again can reset the printer and clear the message from the control panel.

  1. Press the Power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the rear of the printer.

  2. Wait 60 seconds.

  3. Reconnect the power cord to the rear of the printer.

  4. Press the Power button to turn on the printer.

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

 

Additionally, follow the steps below-

 

Make sure that the input tray is completely closed

Reload the paper in the input tray

Check for obstructions that prevent the input tray from closing

 

If the issue persists, it could be a hardware failure. Please reach out to the HP Support in your region regarding the service options for your printer.

 

Hope this helps!

 

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 bottom right to say “Thanks” for helping!

TEJ1602
I am an HP Employee

Was this reply helpful? Yes No

‎02-10-2020 03:19 PM

HP Recommended

I did reach out to HP Support and was able to get some help. Believe it was a malfunction and warranty took care of the issue. Got a new printer today and the other one shipped back. New one works perfect.

Was this reply helpful? Yes No

‎02-10-2020 11:00 PM

HP Recommended

@tstandifer

 

That's great! Happy to hear that.

 

Let me know if you need any further assistance.

TEJ1602
I am an HP Employee

Was this reply helpful? Yes No
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