OfficeJet Pro 9019 (9010 series) - Paper tray is stuck / does not get released

[Daniel7954]

- Cannot release the paper tray of my OfficeJet Pro 9019 in order to fill paper when tray is empty

- held back by unkown physical part within printer (paper feeder?)

- problem only dispears when printer gets restarted

Thanks for your help to solve paper tray stuck isssue without having to restart,

Daniel

[Jay_G24]

Hi @Daniel7954,

I'd like to help!

Let's try a power reset on the printer

Reset the product

With the printer turned on, disconnect the power cord from the rear of the printer.

Unplug the power cord from the wall outlet.

Wait at least 60 seconds.

Plug the power cord back into the wall outlet.

Reconnect the power cord to the printer.

Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

Try updating the printer's firmware -HP Printers - Updating or Upgrading Printer Firmware  

Also, try the steps in the document -  Paper Jam Error

If the issue persists, I'd suggest you contact HP in your region regarding the service options for your printer

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

[Daniel7954]

Dear Jay_G24

Thanks for the solution suggestions! For now, I chose your second one, the product reset. Whether this solves the issue or not will be known when the paper tray is empty again. Thanks in the meanwhile, Daniel.

[Jay_G24]

Keep me posted with the results.

Have a great day!

[Daniel7954]

Hi Jay

The tray got empty some minutes ago and unfortunately, after all steps you suggested (incl. a complete reset of the printer,), the physical part does still block the paper tray - it cannot get removed until the printer gets shutted down. And after the restart, the printer-order is deleted so I have to start sending printing orders again...

For sufficient convenience of use, it must be able to remove the paper tray without shutting down the printer before.

Would be happy if you can be of help again.

Many thanks,

Daniel

[Jay_G24]

Were you able to update the printer's firmware?

Let me know!

[Daniel7954]

Dear Jay

Yes. According to  the update in the device menu as well as the HP smart setting environment, the printer is working with the latest firmware (MANHTNPP1N002.2103B.00).

Best,Daniel

[Jay_G24]

As this is a hardware issue, I’d recommend you contact HP Phone Support in your region regarding service options for your printer.

Follow the instructions below to reach them:

1) Click on this link - https://support.hp.com/us-en/contact-hp

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6)Fill the web form and proceed further.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

Have a great day!