HP Envy 7885 photo tray has only 4 x 6 area, but defaults to 5 x 7

[HeWhoMustObey]

I just bought a new HP Envy Photo 7885 inkjet printer from Staples that was on clearance, and was likely a display model. After buying new HP 64 cartridges for it, I printed the status report, and it has printed only 37 total pages. It has an HP product number of K7R96A, with (reportedly) the latest firmware of PALSUPPXN001.1727B.00, FW patch version: 0.

It prints fine from the main paper tray, but the photo tray above has only a slotted area for 4 x 6 in., and no markings or side slider pieces that list any other sizes such as 5 x 7 or 4 x 5. 

However, the printer "thinks" that 5 x 7 is a valid photo tray option, and defaults to that. And it will not print to 4 x 6 photo paper loaded in the photo tray, even after I use the EWS to set the photo tray paper size to 4 x 6. It looks like it "takes" after applying in the EWS, but a 4 x 6 photo print job fails, saying to load 5 x7 photo paper.

QUESTION: Is there a photo tray version for an HP Envy Photo 7885 that matches mine, i.e. with only 4 x 6 ability, and could this be a firmware issue so this could be fixed?  Or possibly some sensor in (or near) the photo tray that is not detecting the loaded 4 x 6 paper?  Note that from the printer's touchscreen, it has never shown the 4 x 6 paper in the photo tray as loaded (it's grayed out), even if it shows the 4 x 6 photo paper selected for the photo tray, from using the EWS.

[Nal_NR]

Hi @HeWhoMustObey,

Welcome to the HP Support Community. 

I'd like to help!

To be able to answer you effectively, we need some information.

Is the model number mentioned correct?

Meanwhile, you may refer to the documents below and see if that helps. 

Click here for the photo tray problem

Click here for the custom paper size

Update the firmware by selecting the current OS and the current serial number of the printer. Click here

Hope this helps! Keep me posted for further assistance.
Please click “Accepted 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!

[HeWhoMustObey]

Thank you Elohi_NR for your reply, and yes the printer model number I provided is correct.

On the Printer Status Report, there is the following:

Model Name: HP ENVY Photo 7800 All-in-One Printer series

Model Number: 7855

Serial Number: TH7842W0C9

Product Number: K7R96A

Service ID: 26343

Printer Zone (PX): 2

Firmware Version: PALSUPPPXN003.2220B.00

FW Patch Version: 0

NOTE1: I've already checked the firmware in the EWP Printer Updates, and it shows the latest firmware available (as listed above) with a build date of 2022-05-12.

NOTE2: I've already looked at the "photo tray problem" info you linked. It is NOT helpful, as the photo tray in my printer does not resemble the one shown in the photos. Namely, there is only *one* size printed on the top: 4 x 6 in. / 10 x 15 cm, a single channel for that photo paper, and *no sliding side pieces* on the photo tray.  Please see attached photo.

NOTE3: I don't understand how the "custom paper size" info you linked could help me print 4 x 6 photos from the photo tray if the printer doesn't "see" the 4 x 6 photo paper in the tray, and instead asks for 5 x 7 paper to be loaded in the photo tray--when that appears to be physically impossible?

NOTE4: The printer does print 4 x 6 photos ok from the *main paper tray*, providing that I load the 4 x 6 photo paper there and then specify that is the paper size for the main paper tray. But that kind of defeats any purpose for the photo tray, ya?

[Nal_NR]

Hi @HeWhoMustObey,

To check and fix this issue, you will need additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[HeWhoMustObey]

Hello again Elohi_NR, I followed your instructions in the private message and called HP support. After navigating through the automated system, I finally got to speak with a support rep named John.  He was unfamiliar with this problem, but patiently tried to help me, even using video through my cellphone camera to witness the issue with the photo tray. Together, we tried reloading software, even going back to a "basic" driver package that he thought might recognize this photo tray. Did not work!

The upshot is this printer is out of warranty, meaning it must have spent some time at the Staples store as a demo--despite only having printed a couple dozen pages when I got it.  The photo tray is useless, I suspect for either of these two reasons:

1. It's the wrong photo tray for this HP Envy Photo 7855 printer, getting switched out somehow with another HP printer.

2. There was a version of this printer did work with this particular photo tray, but the correct firmware was replaced with a newer firmware version that is not backward-compatible with this photo tray.

It's definitely a printer firmware mismatch problem with this "4 x 6 only size" photo tray I have!

See this last photo showing how the printer does not recognize the 4 x 6 photo paper I have loaded into the only available spot on photo tray, showing that the photo tray is empty (ghosted), and calling to load 5 x 7 paper in the photo tray!  Can't be done!

Asking for the impossible!

[Nal_NR]

Hi @HeWhoMustObey,

We are sorry that the issue is not resolved when the above troubleshooting steps were performed.

This might require one on one interaction to fix the issue

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!