HP ENVY 120 Series - Automated Output Tray Extender (arm) doesn’t come out

[Squibs1]

My HP Envy 120 Series printer works in every way except that the Automated Output Tray Extender (arm) doesn’t come out and therefore causes a paper jam. If I am on hand to pull it out manually I can print but then it doesn't go back in and obstructs the printer closing causing an error message to remove the obstruction, again if I am on hand and push it back in manually all is OK?

is there a fix for this?

[sandytechy20 · Accepted solution]

@Squibs1

Welcome to the HP support community.

I understand that the output tray extender is not opening, follow these steps to fix the issue.

Perform a power reset

1. Turn on the printer, if it is not already on.
2. Wait until the printer is idle and silent before you continue.
3. With the printer turned on, disconnect the power cord from the rear of the printer.
4. Wait at least 30 seconds.
5. Plug back the power cable straight to a wall outlet and printer without any surge protector.
6. Turn on the printer.

Update the printer firmware

Here are the steps:- Click here

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[Squibs1]

Thanks so much for replying but the firmware is not compatible and the power surge has not worked the extender comes out about a quarter of the way but does not fully extend or fully retract. I would buy the new printer that replaced this version but I do not want a white one !  Thanks again. 

[sandytechy20]

@Squibs1

This seems to be a hardware issue, I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.