Permanent message on my new HP Office Jet Pro 9020: "Tray 2 is open" alltough closed

[iTunesbug]

The HP Office Jet Pro 9020 printer keeps messaging Tray 2 is open although it is perfectly closed. I have tried unloading, loading both trays, switching off and on, unplugging the printer etc. While I can print from the Tray when emptying Tray 1, this seems to be causing jams after printing successfully: I have noticed thrice now that a blank page gets stuck into the system afterwards. The printer idsunder warranty. Any clue as to what I should do? Thanks

[Dragon-Fur]

@iTunesbug 

Remove that tray that is not working as expected.

Peer inside the printer tray area for a bit of cardboard or packaging.

These printers come with a lot of packaging meant to keep the printer safe during shipment; not all the packaging is "outside" the printer.

It might be a good idea to inspect anything that opens at this point.

The "jammed paper" might be related.  ?

Yes, brand new printer is under warranty.

You do have the option to contact HP Support and submit a case.

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Settings > System > About > (Support) Online support > Contact an HP Agent

OR

Open website  HP World-Wide Support

 Select your region and follow the prompts

OR

>>> Option - HP Support is on Facebook <<<

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Warranty Check / Product Registration

• Register your product during first setup or soon afterwards

            Register HP Product and Registration FAQ

• Check the Warranty on your product

           Warranty Check – Single or Multiple Devices

       NOTE:  If the single-system-check fails to find your device, use the "multiple devices" method to

check single or multiple devices.

• If necessary, Select your Country on the main website page or at the bottom (click Flag)
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• Check the box to verify you are "Not a robot"
• Click Submit (at bottom of list entries)
• When the page opens, Click View Details

NOTE: The online database results do not impact the actual contract.

Warranty Dispute

Excerpted: If you think the warranty details of your product are incorrect, submit a dispute through the HP warranty validation website.

• If necessary, select your Region / Country:  Scroll to bottom of page and click the Flag
• HP Computers and Printers - How to Submit a Dispute to Validate Your Warranty

HP Limited Warranty Statements (General Information)

Standard Warranty, that is, the warranty included with the device, typically covers hardware as explained in the Warranty document.  Optional Care Pack warranties differ by contract.

• HP Limited Warranty Statements | HP® Official Site

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HP OfficeJet Pro 9020 All-in-One Printer series 

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[iTunesbug]

Thank you very much.  Technically, the printer is not "brand" new. I have used it before and the problem just arose today. Still, I have opened the printer and taken apart whatever I was able to in order to peer inside. I have also flipped it on the side to see if any piece of jammed paper would fall. Yet I was not able to find any undesired material. Conversely this enabled me  to check that the sensing lever works perfectly for Tray One:  I can manually make the printer believe Tray One is engaged through. The one I believe signals for Tray Two doesn't do anything.  "Interestingly" again, despite claiming Tray Two is open, the printer does print with Tray Two all right.  I would therefore err along the line of a software issue, assuming the printer would not work if Tray Two was really not tucked in. The only oddity though is the systematic propping of an additional blank page after each job is  completed. That supplementary page may or may not get jammed (it did not in my last few runs). I have to wait for Monday to contact HP customer service and see what use I can make of the warranty.

[Dragon-Fur]

@iTunesbug 

You are welcome.

Yes, sounds odd.

Software is not particularly covered by the standard warranty.

If asking HP Support:

Best to ask the question based on a simple description of the symptoms ("tray 2 is open" message, for example).

If you wish to do so, try a printer Restart 

Printer Turns Off Unexpectedly or Repeatedly

Step 2: Restart the printer

Software and Drivers > Mac OS > Catalina 10.15

Open category  Driver-Product Installation Software

I cannot help with the "software" side - I don't speak Mac of any flavor.

If you think the issue is software, 

If you have a supported mobile device,

Try the software on the mobile...

iOS_Here

Mobile Printing – Options, How-to, Help, and Information

Print from your Android, iOS, or Amazon Fire device with the HP Mobile printing app.

Read this document first - Find your printer in the list of printers and supported applications

HP Printers - Mobile Printing Solutions Compatible with HP Printers

HP Smart - iOS and Android >>> Download, How-to. Videos, and FAQ

 HP Printers - Using the HP Smart App (Android, Apple iOS)

HP Smart – “Quick View” Reference Sheet

HP Smart – Quick Reference Guide

HP Mobile Printing – “Show and Tell” – Step by Step How-to

Learn how to connect and use your printer with your device

HP Mobile Printing - Print from Smart phone or Tablet

“Print Anywhere App” Supported on Select Printers

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HP printers and Android smartphones or tablets.

NOTE: Printing with a USB OTG cable is not supported from an Apple or Windows 10 Mobile device.

HP Printers - Printing With a USB OTG Cable (Android)

HP Smart for Mac

HP Printers - Install and Use the HP Smart App (Mac)

What else?

Well, you could double check the Embedded Web Server (EWS) to make sure the trays are behaving as expected.

NOTE:  Be sure to check section "Advanced".

Open your favorite browser > type / enter Printer IP address into URL / Address bar

Tab Settings > Preferences > Tray and Paper Management

If applicable, check the Advanced section (at the bottom of the Tray and Paper Management menu)

Click Apply to save changes

EWS_9025_Preferences_Tray_and_Paper_Management_1

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HP Technical Support – Contact Information

Submit information / case online

Sign in or continue as a guest

Reminder: 

HP Phone numbers you find on the Internet have likely been hijacked.

HP Support USA does not post public phone numbers.

Many roads lead to HP Support.

Settings > System > About > (Support) Online support > Contact an HP Agent

OR

Open website  HP World-Wide Support

 Select your region and follow the prompts

OR

>>> Option - HP Support is on Facebook <<<

HP on Facebook

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Warranty Check / Product Registration

• Register your product during first setup or soon afterwards

            Register HP Product and Registration FAQ

• Check the Warranty on your product

           Warranty Check – Single or Multiple Devices

       NOTE:  If the single-system-check fails to find your device, use the "multiple devices" method to

check single or multiple devices.

• If necessary, Select your Country on the main website page or at the bottom (click Flag)
• Scroll down > To the right of Check multiple warranties, Click Continue
• Enter the Serial Number and Country for one or more devices / systems to be checked
• Check the box to verify you are "Not a robot"
• Click Submit (at bottom of list entries)
• When the page opens, Click View Details

NOTE: The online database results do not impact the actual contract.

Warranty Dispute

Excerpted: If you think the warranty details of your product are incorrect, submit a dispute through the HP warranty validation website.

• If necessary, select your Region / Country:  Scroll to bottom of page and click the Flag
• HP Computers and Printers - How to Submit a Dispute to Validate Your Warranty

HP Limited Warranty Statements (General Information)

Standard Warranty, that is, the warranty included with the device, typically covers hardware as explained in the Warranty document.  Optional Care Pack warranties differ by contract.

• HP Limited Warranty Statements | HP® Official Site

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Thank you for participating in our HP Community.

We are a world community of volunteers dedicated to supporting HP technology

Click Thumbs Up to say Thank You.

Answered? Click "Accept as Solution" .

[iTunesbug]

Thank you again. I meant the printer driver or internal software (I have checked it is up to date). I had done the EWS check and it confirms Tray Two is open which is not surprising since this information is conveyed by the printer. Meanwhile, i have noticed indeed that when I put Tray Two back in there is neither any propping of the information relative to sheet size and quality which I get with Tray one. So it really looks like the printer does not see Tray Two.  I am leery about performing a factory reset and need to check how to do it