Tray 1 empty - load paper or press OK to use another available tray

[David1NYC]

I am unable to print to my HP Laser Jet Pro M477 fdw without it giving an error message to the effect of "Tray 1 empty - load paper or press OK to use another available tray".  Tray 1 isn't a tray but rather is a pull down manual feeder.  Tray 2 is the only tray, and even though it is filled with paper and the paper settings are set correctly, the printer ignores this tray until the error message appears and OK is selected.

I have been trying to work with HP support through an open case but I am unable to receive anything more than a call providing very basic low-level support.  I wish I could speak to someone at my level who can help me to troubleshoot instead of reading off of a script.  Between the Tray 1 error, my crooked ADF scans, and the extremely inadequate support, I am regretting going with an HP product.

[DSwanRChives]

Print something as you normally would, in a manner that produces the error.

Except:  When the screen comes up on your PC (assuming you're using a PC) that says "Print", and shows the name of the Printer (the screen you click "OK" on to confirm that you want to print), instead of clicking "OK," click "Properties".  Where it says "Paper Source," is "Tray 1" currently selected?  If so, change it to "Printer Auto Select."

[dansdaduk]

To add to the response from @DSwanRChives:

Make sure that the attributes of the print job (in terms of paper size (e.g. A4 or Letter) and paper type (e.g. Plain or Letterhead) and (possibly) paper source (tray identifier, or "printer auto-select") can be matched with what the printer configuration thinks is in tray 2.

Check /modify the printer's paper tray configuration using the Manage Trays page on the Embedded Web Server.

Thread http://h30434.www3.hp.com/t5/LaserJet-Printing/M553n-Selecting-Paper-Trays/m-p/5859230 and the continuation page http://h30434.www3.hp.com/t5/LaserJet-Printing/M553n-Selecting-Paper-Trays/td-p/5859230/page/2 discusses a similar problem, albeit for a different LaserJet model.

It may (but, of course, may not) provide some advice relevant to your issue.

[David1NYC]

When printing from Chrome on Windows, it tries to print from Tray 1.  There is a "print using system dialogue" link that I can click.  When I click that, I see that "autoselect" is selected, and it prints just fine from Tray 2 as it should.

If I try to print from Android or Mac, I get the error message as it tries to print from Tray 1.

I think a great solution would be if the printer would default to using Tray 2 unless Tray 1 had paper in it, in which case it should then print from Tray 1.  I believe this should be corrected in the printer's firmware.

[dansdaduk]

>> ... When printing from Chrome on Windows, it tries to print from Tray 1 ...

>> ... There is a "print using system dialogue" link that I can click.  When I click that, I see that "autoselect" is selected, and it prints just fine from Tray 2 as it should ... 

>> ... If I try to print from Android or Mac, I get the error message as it tries to print from Tray 1 ...

Which probably implies that the print jobs generated by the Chrome (without "using system dialogue", Android and Mac systems / applications contain printer language 'instructions' related to identifying paper size and/or paper type and/or paper source which are at odds with what the printer believes it has available in tray 2 (probably paper type = Plain amd paper size = A4 (most of the world) or = Letter (in USA).

... and if so, the printer is merely doing what is has been requested to do, and no amount of change to the printer firmware could alter the subsequent observed behaviour.

If we could 'capture' as sample print job to a file, analysis would tell us what is being requested by these jobs.

On a Windows system, using a standard Print dialogue, such a 'capture' is achieved by selecting the "print to file" option in the Print dialogue.

I have no idea whether or not Chrome, Android or Mac offer an equjivalent 'capture' feature.

[David1NYC]

@dansdaduk Then why when using hpeprint, the same thing happens (Tray 1 empty error) ?

[DSwanRChives]

Here's something you could try:

From your browser, go into the web interface for your printer by going to http://[printerLANip address]

Choose System

Choose Paper Setup

For Tray 1 size, on the dropdown menu, set it to something other than "Any size": for example, Envelope #10

Choose Apply

I am hoping that if you send a letter sized job to the printer once this has been set, it will overlook Tray 1, because Tray 1 is set to print Envelopes, and go straight to Tray 2.

Of course, make sure that Tray 2 is set to "Any size".

[David1NYC]

@DSwanRChives I tried setting the Tray 1 paper size to #10 envelope.  I printed from Chrome on Windows, without going through the system dialogue, and it printed fine.  Then I tried printing through hpeprint, and I received the Tray 1 empty error.  I believe that Chrome on Windows may have cached the last setting used on the system dialogue (but I am just guessing).  Being that the issue still exists when printing through hpeprint, it really tells be that there needs to be an update made to the firmware to default to "autoselect" instead of Tray 1.

[DSwanRChives]

OK, except I have the exact same printer, and I don't have this issue when printing through hpeprint.  When I print through hpeprint, my printer sources the paper from Tray 2.  

Since there are essentially no settings to adjust in hpeprint, there MUST be something set strangely on your printer that's causing this to happen, unless you're using different firmware from me.  (I'm using 20160921).

Are you willing to set your printer to factory original settings to see if that clears the glitch?  (You'll also lose your other custom settings, and will have to re-input them.)

If so:

1) power down
2) power on
3) when hp logo appears, press and hold the lower left region of the touchscreen.
4) release when the next message appears.

Then, set up the machine again.

[David1NYC]

@DSwanRChives - I have the same firmware version.  I'd rather not reset everything just yet.  Would you be able to send me your configuration report minus the PII ?  I want to comb over the settings and compare them.