HP Envy 7640 not recognizing 4 x 6 photo paper

[rdpoor]

Short form: The printer does not recognize that there is photo paper loaded into the photo tray.

Following instructions on page 11 of the user manual, I have loaded 4x6 photo paper in the photo tray.  The printer "pulls in" the tray and gives me a screen: "Have you changed the paper?" indicataing that the main tray is selected.  However, the photo tray selection is grayed out and cannot be selected.

I have removed all the paper from the main tray.

When I try to print, the printer gives an error "Out of paper" (not surprising).

And in the OS X print dialog, if I try to set Paper Type / Quality => Source to "Photo Tray" I get an error "Printer Setting Mismatch: The paper size selected is not supported by the Photo Tray. To print with the Photo Tray, go to the Page Setup dialog, choose a paper size supported by this tray, and then return to the Print dialog."

I'm running what I believe is the most current driver: HP-ENVY-7640-series_v12.39.0.dmg and firmware version NSM2CN1715AR.

Suggestions?

[The_Fossette]

Hi @rdpoor

Welcome to the HP Forums!

Thank you for posting your query in this forum, it's a great place to find answers.

I reviewed your post and I understand that the printer is not recognizing the photo paper.

Don’t worry, we will work together to resolve this issue and It’s a pleasure to assist you in this regard.

Follow the steps in the below article and check if it helps.

http://hp.care/2pxDlvB

Hope that answers your question and you have a great day!

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care.

Cheers!

[rdpoor]

Hello @The_Fossette:

I should mention that I was able to print on 4 x 6 photo paper, but only by loading the paper into the main paper tray.

The link you sent was specifically for printing from the main paper tray -- that works -- but it also said:

> Note: If your printer has a separate photo paper tray

> and want to use it, consult your user guide on how to

> print from the tray.

Yes, I do want to use it, so I carefully followed the instructions for the ENVY 7645 for loading photo paper in the photo paper tray, but the printer still refused to recognize that paper was loaded in the photo tray.

So in the meantime, I do have a workaround, but since my work involves both 8.5 x 11 paper printing and photo printing, it would be much better if photo printing worked the way it's supposed to.  I appreciate any other suggestions you might have.

Thanks!

[The_Fossette]

Hi @rdpoor

Pull out the main tray and make sure the photo tray isn't off the track, and push them back in again. You should get a message on the display for the main and photo tray.

Try to make a copy to the photo tray. This way we will know if it may be a hardware issue. You can just use a blank piece of paper to copy if you like, we just want to know if the photo tray is recognized and pulls in the paper.

Touch the Copy Icon.

Touch Settings. (gear)

Touch Tray and Paper.

Select Photo Paper.

If it makes the copy on the photo tray, it most likely is a software issue. Let me know.

[rdpoor]

Hi The_Fossette: 

Short answer: The Copy settings do not recognize photo paper loaded in the photo paper tray.  Here's the visual journey:

4 x 6 photo paper is loaded into the photo paper tray.

The printer is asking if I've changed the paper.  (NOTE: If I press on the "Photo Tray" menu item, it does not respond.  I assume that means it's disabled.)

I have selected the Copy menu and am about to change the paper setting

I have selected the Photo Tray for Tray and Paper

But the printer does not believe that the paper is present.

[The_Fossette]

Hi @rdpoor

I would like to know whether the paper you are using is 4x6? If yes, then I recommend you to contact phone support to further diagnose the issue.

Here is how you can get in touch with the phone support.

Open link:  www.hp.com/contacthp/
Enter Product number or select to auto detects
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.

Take care.

Cheers!

[rdpoor]

Yes, the paper is 4 x 6:

I'm currently attempting to contact phone support as you suggest.  However, the Contact Options page is saying that "Your product’s warranty expired on August 30, 2015" which is odd, since I purchased the printer new from CostCo in November 2016.  

So now will I go down the path of disputing the warranty validity.  (This is not fun.)  🙂

[rdpoor]

The ongoing saga: the serial number that gets printed on the "Printer Status Report" is NOT the same as the serial number on the back of the printer.  Evidently that's why it thought it was out of warranty.

And when I got through, I decided to try the Chat option.  The agent asked to take control of my computer (that's not an option), which is really odd, since this is a problem with the printer (e.g. Copy function) and doesn't require being connected to the computer at all.

The Chat agent said she could not help me and referred me to phone support.  So I called them and now I'm on hold.  ("Your estimated wait time is 5 mintes".  It's now been more than 10 minutes...)

[The_Fossette · Accepted solution]

Hi @rdpoor

Please get in touch with the phone support and I am positive that they will assist you in this regard.

If any other questions arise, please feel free to write back to me.

Take care.

Cheers!

[rdpoor]

In the end, a call to service solved the problem.  It only took 1 hour and 50 minutes :smileysurprised:, but the support agent at the other end was very helpful and methodical. 

In the end, we determined that the unit's paper handler is defective; a new (refubished) ENVY 7645 is on its way.