No paper pick-up from tray 1 in HP 3390 printer

[rgrey01]

HP 3390 printer works fine for everything except paper pick-up from tray 1 (single sheet priority tray) on print command. When paper is inserted into tray 1, the paper is recognized and seemingly pulled into position. When print message is sent, printer rollers seem to function but stop and message is "No paper pick-up. Press enter (ck mark)". When pressed, paper in slot pulls through without printing. It's not the paper. My assumption is that there is a sensor or roller defect but I'm unable to locate the culprit. I've cleaned all the rollers repeatedly without success.  Any suggestions?

[A_Gayathri]

Hi @rgrey01,

Welcome to The HP Support Community.  

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

I understand the issue you're experiencing with the HP LaserJet 3390 All-in-One Printer's Tray 1 could be due to a sensor malfunction, worn rollers, or misalignment. Here are some steps to help troubleshoot and resolve the problem:

1. Check the Paper Type and Quality

• Ensure you are using the correct paper type and size that the printer supports for Tray 1.
• Avoid using damaged, curled, or excessively thick paper, as it might interfere with the paper sensors.

2. Inspect and Clean the Rollers Thoroughly

• Even if you've cleaned the rollers, check them again for signs of wear or damage.
• Use a lint-free cloth slightly dampened with water or isopropyl alcohol to clean the rollers.
• Ensure the rollers in Tray 1 can spin freely and are not stuck.

3. Check the Paper Sensor

• The paper sensor in Tray 1 might be dirty, blocked, or malfunctioning.
• Carefully inspect the slot where Tray 1 feeds paper for any debris or obstructions.
• Use a can of compressed air to gently clear the area around the sensor.

4. Perform a Printer Reset

• Turn off the printer and unplug it from the power source.
• Wait for about 10 minutes, then plug it back in and power it on.
• Test printing from Tray 1 again.

5. Run the Manual Paper Pickup Test

• Insert a single sheet into Tray 1 and manually feed it into the printer to see if it is accepted properly.
• Observe if the rollers engage with the paper and feed it correctly.

6. Replace the Rollers if Necessary

• If the rollers are worn out, they may need replacement. Look for a Tray 1 Pickup Roller Kit specifically for the HP LaserJet 3390 model.

7. Check for Firmware Updates

• Visit the HP Support Website and check if there's a firmware update for your printer.
• Firmware updates can resolve software-related issues affecting tray functionality.

I hope this helps. 

Take care and have a good day.

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