Brand new printer tray will not close

[rhyscampbell]

I have just opened up a brand new Envy 6055 printer and the printer tray does not close. If I lift the printer up and manually guide the tray in so it does close, it says there is no paper loaded. I have tried loading 5, 10, 25, 50 sheets of clean, well arraged paper and I have the same issues. 

This seems to be an issue with the shape of the tray not fitting correctly into the main printer housing. 

[rhyscampbell]

Hi - Here are the pics....

error light will not go out.software error message

[Desk10]

Hello Rhys,

Thanks for your pictures. Just want to confirm if you get this status before or after sending any print/copy job?

Can you try to power cycle the printer? Power button is at printer rear.

When power up, wait for the front lighting to turn from green to blue-white. That will show printer is fully ready.

After reboot, check if you still have the same issue (amber light at tray corner & Out Of Paper status) before sending any job. Remember to close the HP Smart app and re-open to quickly refresh the printer status.

[rhyscampbell]

Hi

"Just want to confirm if you get this status before or after sending any print/copy job?"

Before. This happens immediately after the printer come online after a reboot. 

"After reboot, check if you still have the same issue (amber light at tray corner & Out Of Paper status) before sending any job"

I have tried rebooting many time to no avail. Yes the same amber light comes on. 

"Remember to close the HP Smart app and re-open to quickly refresh the printer status."

This makes no difference - the printer still registers "Out of paper" per the screen shot. 

What should be my next steps to escalate this issue since I do not have a functioning printer. 

Thanks,

Rhys

[Riddle_Decipher]

@rhyscampbell I understand your concern and I will bring your issue to the attention of an appropriate team within HP.

Although, I'll need some private information from you in order to create a case for you.

Please look for a private message requesting additional information. 

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