New HP Smart App - Tray is empty or open

[Jonski1]

• Since HP Smart is obligatory on my new Android 16 phone, it permanently gives the message 'tray is empty or open ' for my HP Envy 5540. But the tray is neither empty nor open and printing works perfectly from my Windows PC.  
• Does anyone have an idea what the problem could be please?

[Hawks_Eye]

Hi @Jonski1 

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

I understand the situation clearly. The HP App is showing a “tray is empty or open” message on your Android device, even though the tray is loaded and closed, and printing works fine from your Windows PC. 

Let’s go through structured steps to ensure the app and printer are aligned correctly:

Update the HP App

• Open the Google Play Store on your Android phone.
• Search for HP App and ensure it is updated to the latest version.

Check Printer Firmware

• On your Windows PC, open the HP App.
• Select your printer, go to Printer Settings > Advanced Settings > Tools.
• Run a firmware update if available.

Reconnect the Printer in the HP App

• Open the HP App on your Android phone.
• Remove the HP Envy 5540 from the app.
• Add the printer again by selecting Set up a new printer and follow the guided steps.

Verify Tray Settings

• On the printer’s control panel, ensure the paper tray is fully inserted and the paper guides are snug against the paper stack.
• Reload the paper and close the tray firmly.

Run Diagnose & Fix

• In the HP App, select your printer.
• Go to Printer Settings > Advanced Settings.
• Choose Diagnose & Fix to automatically check and resolve communication issues between the app and printer.

Summary:
The message is appearing because the HP App is not correctly syncing with the printer’s tray status. Updating the app, ensuring firmware is current, reconnecting the printer, and running Diagnose & Fix should align the app with the actual hardware state.

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[Jonski1]

Hi,  thanks for your reply.  I have done all the steps apart from the last one - there is no 'Diagnose and Fix' option on in my advanced settings.  Do you know where else it might be please?

[Hawks_Eye]

The “Diagnose & Fix” option can sometimes be a little tricky to locate because its availability depends on the version of the HP App and the printer model. On Android, it isn’t always under Advanced Settings—instead, it usually appears directly on the printer’s main screen within the app.

Here’s how you can check:

1. Open the HP App on your Android phone.
2. Select your HP Envy 5540 from the home screen.
3. Look for a section called Printer Settings or Printer Information.
4. If “Diagnose & Fix” is supported, it will appear as a tile or button right there (not buried in Advanced Settings).
5. If you don’t see it, that means the feature isn’t available for your printer model on Android. In that case, you can still run “Diagnose & Fix” from the HP App on your Windows PC, which will check the printer’s status and sync settings that may resolve the mismatch with the mobile app.

Since you’ve already updated the app and firmware, the next best step is to run “Diagnose & Fix” from your PC’s HP App. Once completed, remove and re-add the printer in the Android app again—this often clears persistent false tray messages.

Thanks,

Hawks_Eye

[Jonski1]

Hi, i can't find  diagnose and fix on my Android device in HP Smart, I don't think the printer has it. But it was on windows that I was searching for it and couldn't find it. Diagnose & fix, does not appear for my printer on the HP app on my Windows 10 PC, neither under advanced settings nor anywhere else that I can see. 

[Jonski1]

Here is what I see in HP Smart, Advanced Setting on Windows 10.   Does that help... 

on Android I see this :  

[Hawks_Eye]

Thanks for sharing the screenshot—it helps clarify the situation. The Diagnose & Fix option isn’t universally available across all printer models in HP Smart, and the Envy 5540 is one of those models where it often doesn’t appear. That’s why you don’t see it on either Android or Windows.

Here’s what you can do instead on Windows 10:

• Use the Embedded Web Server (EWS): Since you already accessed it, you can run maintenance tools from the Print Quality Toolbox or check the Network Summary for connectivity issues. These functions cover much of what Diagnose & Fix would do.
   
• HP Smart App alternatives: In the Windows HP Smart app, look under Printer Settings → Advanced Settings. This usually redirects to the EWS (the same interface you showed). That’s expected behavior for models without Diagnose & Fix.
   
• Clear false tray messages:
  1. Power cycle the printer (turn it off, unplug for 60 seconds, then restart).
  2. Remove and re-add the printer in HP Smart.
  3. If the tray message persists, check the paper sensor by reseating paper and ensuring the tray is fully closed.
      
• Firmware and driver check: Make sure the printer firmware is up to date via the EWS (Printer Update tile). On Windows, also update the HP Smart app and the full feature driver package from HP’s support site.

So in short: your printer model doesn’t support Diagnose & Fix in HP Smart, but you can achieve the same troubleshooting through the EWS and by re-adding the printer in the app.

Regards,

Hawks_Eye

[Jonski1]

Thanks for your reply.  On Windows,  I found Diagnose & Fix in the HP Smart Windows 'app'  - is that what you mean by EWS?  I got the following output,  which I kind of expected because the printer works fine from Windows, it's on Android that the problem the 'tray empty' shows up (see screenshot above).    Here is what Windows report from Diagnose & Fix :