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Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
We would like to share some of the most frequently asked questions about Instant Ink. Check out this link: HP INSTANT INK, HP+ PLANS: INK AND TONER. .
LRM20
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Message 1 of 4
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Photo tray blocked

HP Recommended
HP Envy7640
macOS 10.15 Catalina

I keep getting the error message that my photo tray is blocked.  I have tried all the troubleshooting solutions from HP and the problem has not corrected.   I have read previous archived messages and I am having the same problem as previous users.  The following message from Jeff is exactly the issue I am having:

 

"Thanks for your efforts to help me out.  Unfortunately, your suggested solution didn't work.  I'm still getting the same error message.  It appears to be a software problem, as every time I restart the printer, or simply try to print a document, I hear a loud noise that sounds like the photo tray is slamming closed.  Then this error message pops up on the printer's screen:  "Photo tray problem:  The photo tray is blocked.  Please adjust the tray and try again."

So far I've tried the following:  (1) All of HP's instructions, including your own.  (2) I've run the "HP Print and Scan Doctor," but that doesn't help.  (3) I've uninstalled and then downloaded and re-installed HP's installation software and drivers.  None of these things helped.

Might this be related to the malware issue that HP notified its customers of last month?  I doubt it, as I've been able to print successfully up until two days ago.  But I did wonder if that might be contributing to the problem.

Any other suggestions?

Thanks, Jeff"

 

In your response, you say:

"I am sending you a private message with the steps to reset the printer. Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely."

 

Can you send me the steps to reset my printer?  Thank-you.

Lia

 

3 REPLIES 3
Jay_G24
HP Support Agent
HP Support Agent
11,023 10,993 807 904
Message 2 of 4
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HP Recommended

Hi @LRM20,

 

I'd like to help!

 

Let's try a power reset on the printer

 

Reset the product

  • With the printer turned on, disconnect the power cord from the rear of the printer.
  • Unplug the power cord from the wall outlet.
  • Wait at least 60 seconds.
  • Plug the power cord back into the wall outlet.
  • Reconnect the power cord to the printer.
  • Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

Try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware

 

You may try the steps in the document - 'Photo Tray Problem' Error

 

If the issue persists, try and reset the printer 

 

  • The reset instructions are specific for your printer and performing those steps on a different printer may corrupt the device.
  • I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer.
  • In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Hope this helps! Keep me posted. 

 

And, Welcome to the HP Support Community. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping

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LRM20
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Message 3 of 4
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Still having the same error message after performing all the steps you recommended. 

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Jay_G24
HP Support Agent
HP Support Agent
11,023 10,993 807 904
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As this is a hardware issue, I’d recommend you contact HP Phone Support in your region regarding service options for your printer.

 

Follow the instructions below to reach them:

 

1) Click on this link - https://support.hp.com/us-en/contact-hp

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6)Fill the web-form and proceed further.

 

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

 

Have a great day!

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