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GoldenValley
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Photo Tray Blocked

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HP Envy 7645 All in One Printer

Just recently our printer quit working due to an error message that comes up on the screen "Photo Tray Problem" which goes on to say "The photo tray is blocked.  Please adjust the tray and try again."  I've researched this on the user board and it seems many others are having a similar problem.  The tray freely moves, is properly seated, the issue continues whether the upper paper tray is installed or removed.  When the printer attempts to print you can hear it preparing, then you can hear the photo tray being engaged at which time the printer stops and the error pops up.  We are not printing a photo, just a letter size piece of paper and all settings are correct for the print job.

 

This is a new issue, never before experienced.  I've removed and reinstalled the printer, still no success.  Please advise on how to take care of this issue.

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The_Fossette
HP Support Agent
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@GoldenValley

 

I reviewed your post and I understand that you are getting a photo tray blocked error.

 

Don’t worry, I assure you I will try my best to get this sorted.

 

  • Are you able to make a copy?
  • What is the operating system you are using?

 

Meanwhile, I recommend you follow the below steps and check if it helps.

 

  1. With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet. 
  2. Remove USB cable, if present. 
  3. Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge. 
  4. Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer. 
  5. Turn on the printer and wait till warm-up period finishes and the printer is idle.

 

If you continue facing the issue, then follow the steps in the below article and update the printer firmware and test.

 

https://support.hp.com/us-en/document/c02919168

 

Let me know how it goes and you have a great day!

 

P.S: Welcome to the HP Support Community 😊

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

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GoldenValley
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Thanks for the note.  I've done all you've suggested, including checking the firmware update on the printer itself where under printer maintenance/update printer/check for printer updates it tells me "the most current updates have been installed".

 

I am not able to make a copy, it will not print anything once the photo tray blocked message comes up.  It appears when trying to make a copy as well.  It scans just fine but that doesn't help.  Did I mention we are paying for HPInstantInk too and can't make a copy or print.

 

The operating system is Windows 10, the computer is a HP ENVY 700-215xt.

 

Thanks.

 

Other suggestions?

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The_Fossette
HP Support Agent
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@GoldenValley

 

I recommend you contact support to further diagnose the issue.

 

Here is how you can get in touch with support.

 

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

 

Cheers!

The_Fossette
I am an HP Employee

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