Ho Smart app sans that paper box is open or empty whereas it’s full and closed

[Martoche]

Bello,

i am using HP Smart app but I have error message saying that paper box is opened or empty whereas it’s full and closed…

I can’t find how to resolve it.

thank you

[Raj_05]

Hi @Martoche,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

Here are some steps you can try to resolve the issue with the HP Smart app indicating that the paper tray is open or empty.

• Check Paper Tray: Ensure the paper tray is fully inserted and properly seated in the printer. Even if it's closed, sometimes slight misalignments can trigger an error.
• Paper Alignment: Make sure the paper is aligned correctly and not overfilled. The paper should be adjusted to fit the tray without being forced.
• Clean the Paper Sensor: Dust or debris on the paper sensor could cause false readings. Gently clean the sensor area with a soft, lint-free cloth. The sensor is usually located near the paper tray or inside the printer.
• Restart Printer: Turn off the printer, wait for about 30 seconds, and then turn it back on. Sometimes a simple restart can clear error messages.
• Update Printer Firmware: Ensure your printer's firmware is up to date. You can check for updates through the HP Smart app or on the HP website.
• Reinstall HP Smart App: Uninstall and then reinstall the HP Smart app to ensure it’s functioning correctly and communicating properly with your printer.
• Check for Paper Jams: Look for any paper jams or obstructions that might be affecting the sensor's ability to detect the paper tray status.
• Reset Printer Settings: If none of the above steps work, try performing a factory reset on your printer. This can often resolve persistent issues, but be aware that this will reset all custom settings to their defaults.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support