Guidelines
The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎03-04-2017 12:09 PM - last edited on ‎03-04-2017 03:34 PM by Retired

HP Recommended

so frustrated.  i just had to scrap my hp deskjet 3510 because it wouldnt connect to my new router.  so now i have this BRAND NEW envy and i keep getting the SAME PAPER TRAY EMPTY message when i use my macbook.  (it's all ok when im on my pc, but my pc is crap.)  the message is on the print queue screen, not on the printer.  there has to be a solution.  it printed three pages from my macbook and now won't print anything.  i don't have the luxury of resetting my entire printer system because i have school printers on there that have to be setup by IT.  

3 REPLIES 3

‎03-05-2017 11:29 AM

HP Recommended

@realwaldo

 

Thanks for posting on the HP Support Forums page. 🙂

 

I came across your post and understand that you have a new HP Envy printer and after printing 3 pages from the Macbook it says that the paper tray is empty. The printer prints fine from a Windows computer. I appreciate the way you have isolated the issue.

 

This confirms that the printer hardware is fine and it has something to do with the printer drivers/software in the Macbook. However, I would like to know the following information to assist you better:

  • Does the printer print fine from an iPad or another Mac computer (if available)?
  • Have you tried to uninstall the printer drivers and reinstall them?
  • Any software changes that may have taken place on the Macbook after which the printer stopped printing?
  • The Mac OS version you're using?

Let us park the reset of the printing system because that will remove all the printers from your Macbook. However, we can try to uninstall the drivers for this particular printer and then reinstall them. 

I hope this information helps. Please keep me posted for any further help. All the best! 🙂

‎03-12-2017 01:01 PM

HP Recommended

well, at least now i can print. but the paper tray empty message is still there.  also, if the printer goes to sleep, i have to manually turn it back on before it will print (open paper tray or something.)  really obnoxious since it is upstairs and im printing from a laptop.

‎03-12-2017 03:43 PM - edited ‎03-12-2017 03:45 PM

HP Recommended

@realwaldo

 

Thanks for replying with the results. 🙂

 

I'm glad to know that it's printing but the paper tray empty message is still there. Also, if the printer does not wake up from the sleep mode. 

 

  • Please perform a reset on the printer. I have sent you a private message with the steps to reset the printer.

Once the printer is reset, please follow the below steps to add a static IP for the printer

  • Print a new Network Configuration Page. To know how to print a network configuration page refer to page# 7 & of the user manual.

  • On your computer, open an Internet browser.

  • Type the URL address for the EWS in the browser address bar, and then press Enter. Make sure to type the IP address into the Internet browser's address box. If typed into a toolbar search box or search engine, the EWS does not open.

  • If a website security certificate displays in the Internet browser, click Continue. The EWS webpage for the printer opens, which confirms that the printer is on the same network as the computer.

  • On the EWS webpage, click the Network tab.

  • In the Wireless section, click Wireless (802.11), and then click Manual IP.

  • If a Suggest a Manual IP Address option is available, click it, click Apply, and then reconnect your printer. If the wireless connection drops, continue to the next step.

  • If a Suggest a Manual IP Address option is not available, continue troubleshooting.

Figure : Clicking Suggest a Manual IP Address

Clicking Suggest a Manual IP Address

 

  • On the Network Configuration Page, locate the IP Address, Subnet Mask, and Default Gateway.

    Figure : Example of the IP Address, Subnet Mask, and Default Gateway

    Example of the IP Address, Subnet Mask, and Default Gateway

  • On the EWS webpage, type the IP Address, Subnet Mask, and Default Gateway numbers from the Network Configuration Page in the matching fields, and then click Apply. 

Figure : Typing the IP Address, Subnet Mask, and Default Gateway numbers

Typing the IP Address, Subnet Mask, and Default Gateway numbers

 

Hope this helps. Keep me posted. Thanks again! 

Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.