Error "Photo Tray Problem," "Re-insert of lower the photo tray"

[Livewire293]

After a paper jam was removed I got the error message shown in the title, "Photo Tray Problem," asking me to "Re-insert or lower the photo tray." 

Nothing in the product troubleshooting guide addresses this issue. I've tried several times to lower the paper tray, or just leave it out, since I'm not using it anyway. Nothing so far has worked. I don't know the secret to properly inserting the photo tray, although it was never a problem before in the past year and a half.

[Chimney_83]

Greetings @Livewire293, 

Welcome to HP Forums and thank for the post. 

I understand that you are getting an error on your printer to reinsert photo tray. Don't worry, I will be glad to help. 

Kudos to you for trying to troubleshoot the issue on your own.

Recommend you to watch HP Printer support Youtube video for assistance. Refer to Step 2 in the video.

Though the video says paper pick issues, it shows the procedure to remove the output tray and to slide the photo tray. 

If the issue persists, please do a hard reset on the printer. (Disconnect the power cable of the printer, wait for a minute and connect the power cord directly to a wall outlet and turn the printer ON.)

Also, you can try to update the firmware on the printer, visit www.hp.com/drivers and enter the product number of your printer.

Download the firmware update and install it on the printer (Please connect the printer to the computer using an USB cable during Firmware update.)

If the issue persists, please contact our phone support for the service or upgrade options. 

Please follow the procedure mentioned below to contact our phone support. 

• Open link:  www.hp.com/contacthp/
• Enter Product number or select to auto detect
• Scroll down to "Still need help? Complete the form to select your contact options"
• Scroll down and click on HP contact options - click on Get phone number.

Let me know if this helped. 

If the information I've provided was helpful,

Please give us some reinforcement by clicking the "Accepted Solution" and "Kudos" buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

[Livewire293]

Chimney_83,

Thanks for the help. I thoroughly cleaned the rollers, rebooted the printer, and carefully inspected for any paper that might still be in the printer. 

What worked was when I discovered that the photo tray needed to be seated UNDER the guides on both sides. 

Nothing in the video or the assists shows the way the photo tray fits in its correct guides. That turned out to be the problem.

I appreciate you assistance. Perhaps HP could include a photo of the way the photo tray installs.

David Jewell = LiveWire293

[Chimney_83]

Thanks for the reply and glad that the issue is resolved. Please do post your technical queries on our Forums for assistance. 

If the information I've provided was helpful,

Please give us some reinforcement by clicking the "Accepted Solution" and "Kudos" buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.