Photo tray blocked and none of the help guides or factory reset has worked (Envy 5640)

[PinkElephant]

I'm getting a "photo tray blocked" error and I've gone through all the steps to check for a blockage or misalignment of the tray. Please don't reply with the standard steps as I've already found them on this form and tried them (powered up and down, taken the trays out and checked the alignment, tipped on its side to check for paper bits). 

I have now done a factory reset and the error immediately came back on the screen when it rebooted. Is this a software issue?

[sandytechy20]

@PinkElephant 

Welcome to the HP support community

I understand that you are getting "photo tay blocked" error, I am glad to assist you.

If you have tried all the steps mentioned in this document:- Click here

And if the issue still persists, this could be a hardware issue.

This might require one on one interaction to fix the issue, I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers