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BallardJC
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Solved!

HP Envy Photo 7855 Not Recognizing Photo Tray

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HP Envy Photo 7855
Microsoft Windows 10 (64-bit)

When I insert the paper tray into my Envy Photo 7855 printer, the display shows the photo tray as grayed out and 8x11 tray as normal. The printer does not allow printing to the photo tray. The tray does recognize when I change the photo paper size from 4x6 to 5x7 but still keeps the option as grayed out. When I check web services for the printer and it shows both trays as "Ok". Received a replacement printer from HP a week ago and that solved the problem for around 3 days. Now the issue is back. Has anyone experience this issue?

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Jay_G24
HP Support Agent
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Hi @BallardJC,

 

I'd like to help!

 

Follow the instructions below -

 

Make sure the photo tray is seated correctly

This error can occur if the printer trays are installed incorrectly. Make sure the printer is located on a flat surface, and then make sure the photo tray moves smoothly within the paper tray guides.

  1. Make sure the printer is positioned on a flat surface.

  2. Push in the output tray extender.

  3. Pull out the input tray, but do not remove it.

    Image: Pull out input tray

  4. Remove the output tray.

    Image: Remove the output tray

  5. Make sure the photo tray is seated correctly, and that the photo tray guide tabs (grey) are sliding beneath the main tray guides (black) on both the left and right side of the input tray.

    Image: Photo tray properly functioning

    Image: Tabs outside and inside guide rails

    If they are not in the correct position, gently move the photo tray to align the tab gaps, and then gently press the tabs back into position.

    The photo tray should move freely with no resistance.

  6. Reinstall the output tray, and then make sure the edges line up with the input tray.

    Image: Line up the edges

  7. Try to print.

  8. If the error persists, try printing or copying a document with the output tray removed.

 

You may also refer to -How to Print Photos (Windows)

 

 

Hope this helps! Keep me posted. 

 

And, Welcome to the HP Support Community. 

 

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

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BallardJC
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Your procedure did not work. We have tried cleaning the pickup wheels, resetting the printer with no luck. Thanks.

 

Jay...

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Jay_G24
HP Support Agent
HP Support Agent
10,891 10,861 796 892
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We can perform a factory defaults on the printer to resolve the issue

  • The reset instructions are specific for your printer and performing those steps on a different printer may corrupt the device.
  • I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer.
  • 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: https://h30434.www3.hp.com/t5/notes/privatenotespage

Hope this helps! Keep me posted. 

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BallardJC
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Resetting to factory defaults did not resolved the issue. Received a replacement printer today and it have the same problem out of the box.

 

Updated: 3/20/21

The new printer received now allows printing to the photo tray. Have no idea why. Photo tray is stilled grayed out when inserting the main paper tray. I tried all kinds of advice from this forum so don't know what changed. I'm guessing the issue is somehow tried to HP Smart so go through all the settings concerning the paper tray to ensure they are correct. I didn't find a setting that you could turn off the photo tray though. So even though the photo tray remains grayed out, the printer allows printing to the photo tray. I can live with that. Thanks.

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BallardJC
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The new printer received now allows printing to the photo tray. Have no idea why. Photo tray is stilled grayed out when inserting the main paper tray. I tried all kinds of advice from this forum so don't know what changed. I'm guessing the issue is somehow tried to HP Smart so go through all the settings concerning the paper tray to ensure they are correct. I didn't find a setting that you could turn off the photo tray though. So even though the photo tray remains grayed out, the printer allows printing to the photo tray. I can live with that. Thanks.

 

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VirginiaCDC
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I have the same issue on my Envy Photo 7830. but what is really strange is that if I print from the app Hp Smart, from my iPhone it works perfectly. No way to do the same with my PC!!

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