Printer not loading papers

[Digicity]

Please assist as a new printer has been bought but when paper has been loaded into the printer, I still get an error message "Tray 2 empty: Plain, A4; Tray 2 lifting, Tray 3 empty: Plain, A4; Tray 3 lifting, Tray 4 empty: Plain, A4; Tray 4 lifting" 

[Hawks_Eye · Accepted solution]

Hi @Digicity 

Welcome to the HP Support Community! We're here to help you get back up and running.

I’m really sorry this is happening—especially with a brand-new printer. 

When your printer shows “Tray 2/3/4 empty” and “lifting” messages even after loading paper, it usually means the trays aren’t detecting the paper correctly due to misalignment, incorrect paper type settings, or sensor calibration delays. 

Let’s walk through how to resolve it.

Step-by-step actions to fix paper tray detection issues

Power off and reseat the trays

• Turn off the printer and unplug it
• Remove trays 2, 3, and 4 completely
• Reload each tray with clean, flat A4 paper—avoid overfilling
• Make sure the paper guides are snug against the stack without bending the paper
• Reinsert each tray firmly until it clicks into place

Confirm paper type and size settings

• Power on the printer
• On the control panel, go to Settings > Paper Handling > Tray Settings
• For each tray, confirm:
  • Paper Size: A4
  • Paper Type: Plain
• If prompted, confirm the settings when the tray is inserted

Wait for tray lifting to complete

• After inserting each tray, wait 10–15 seconds for the “lifting” message to clear
• If the message persists, open and close the tray again to re-trigger detection

Run HP’s Diagnose & Fix tool

• Download and run the tool from:
  HP Diagnose & Fix – Windows
• This tool checks for tray sensor faults, firmware issues, and paper feed errors

Update printer firmware

• Visit HP’s official driver page for your printer model:
  HP Printer Drivers & Firmware
• Download and install the latest firmware update
• Restart the printer after installation

Let me know your exact printer model if the issue persists—I’ll help you verify tray compatibility or guide you through deeper diagnostics. 

You’ve done everything right by loading the paper and checking the trays, and we’ll make sure your printer feeds smoothly again.

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Take care, and have an amazing day!

Regards, 

Hawks_Eye