HP 6835 "Paper Tray is Open" error

[tbeck]

I just downloaded the new s/w and it finds the printer but the "update" button doesn't work.

[tbeck]

If we don't get this fixed soon mine too will be haeded back to Costco.

---

@RamblinReck wrote:

I continually get this message every time I print a page.   It takes me five or six times of opening and closing the paper tray to get the warning to clear.   I may have to take advantage of Costco's return policy.  I think HP needs to revisit the paper tray design.

---

[tbeck]

That didn't work see my update.

[Jamieson]

Hello,

If you've tried all the steps in this thread, I'd recommend giving us a call.

You can utilize this website to learn how to contact us appropriately, based on your region: Contact HP Worldwide.

Thanks.

[katbas]

After two hours on the phone, they are shipping me a new printer because I am still in warranty. One of the most stressful customer service calls I have ever been on.

[EMC_guy]

I understand the power down reset, but can you explain the reason for avoiding a surge protector or outlet strip?  This makes no sense to me.

[Jamieson]

Hi EMC_guy ,

The reason behind this is due to the fact that the printer has a built-in surge protector.  By filtering through a surge protector or a power bar can cause a power drain, which in turn can cause false errors.

Thanks.

[punkel]

The printer is not plugged into a surge protector and the it gets that error.  I have gone through all the recommended proceedures and still get the error.  I have barely had the printer for three months.  HP needs to re-evaluate this error.

Later did a chat session with HP.  They determined that the printer has an issue and are sending out a new printer.  The service was great, but they had to run through a script of things that are mostly posted here.  The one additional procedure they tried was setting the printer back to factory default, but the printer was unresponsive to the proceedure.

Are there any good printers out there?  My last printer lasted for 8 years the only reason I had to get a new one is the drivers were so out of date I couldn't get it to work correctly.  This is my second printer in 6 months.

[RAD3]

I just purchased yesterday the same printer 6830/6835.  I get the same message, "A paper tray is open. Close the tray to continue.  Touch ( arrow) to view paper loading instructions."

I tried HP's suggestion of powering down, taking out the ink cartridges.  This did NOT work.  Is there another solution, or this printer is being returned immediately.

[EMC_guy]

HP finally resolved my problem with the paper tray error by replacing the entire printer.  There is significant evidence that these printers somtimes have a defective paper tray sensor.  I am an electrical engineer, and one of my areas of expertise is power quality.  It is clear to me that a "surge suppressor outlet" is not a probable cause for this issue.   It's obvoius that the HP support people that respond in these blogs follow a common step by step script to resolve every issue.  I understand that the tactic works in the majority of cases, but I felt like I was being asked to check the engine oil to resolve a flat tire.

When I finally spoke to someone who understood that the paper tray sensor was the root cause, they offered to send me a new paper tray.  I asked if the defective sensor was part of the paper tray assembly that they offered to send.  They paused for a moment and asked if I would prefer to just replace the printer.  I said yes, and they sent me a factory refurbised unit that seems to work fine. 

One last note, the instructions that came with the new printer said to recycle the ink cartridges from my old printer and that they could not be used in the new printer.  I was not happy about that because the ink in my old printer was practically new, and they were the expensive high capacity ones that probably cost more than the printer.  I tried to ignore the instruction and put them in the new printer anyway, but the printer initialization sensed that they were used and would not complete until I took them out and put in the new "starter" ink cartridges.  I was happy to see that I was able to put the old cartridges back in after the installation was complete.  It gave me a warning message about sensing "prevoiusly used cartridges" but they worked fine after that.