Photo tray (greyed out) not available to print photos

[RedV68]

If I want to print a photo (6x4) and follow the instructions to the letter on loading the paper, I am unable to change the printer settings on the control panel because only the Main Tray is shown as available, the Photo Paper option is greyed out.
It does seem possible to get at this option through the HP Smart App via a fairly roundabout route but it should be as described in the Printer's User Manual i.e. load the paper; change the paper settings on the printer display.

I notice that there are several older, similar entries on the forum so it is clearly and old issue that HP have chosen to ignore.

[Betty0610]

@RedV68

Welcome to the HP Support Community.

I'd be happy to help.

Ensure that the printer is up to date with its firmware and Mac is up to date with its software. If you are unsure you may use the links below to update the printer firmware and Mac software:

Update printer firmware

Update software on Mac 

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day! 

[RedV68]

Many thanks for the response. 
Software is up to date on Mac and printer. 
Just loaded 6x4 paper into Photo Tray - display says “Photo Tray empty”

[Betty0610]

Were you able to print this size through a photo tray before?

[RedV68]

Hello.  It has never worked via the printer (I've only had the printer a short time - since 29th March), I've only got it to work via the HP Smart App.

[Betty0610 · Accepted solution]

Let's reset the Printer:

1. From the printer control panel, touch or swipe down the tab at the top of the screen to open the Dashboard, and then touch Setup . 2. Touch Printer Maintenance. 3. Touch Restore. 4. Touch Restore Factory Defaults. A message appears stating that the factory defaults will be restored. 5. Touch Continue.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day! 

[RedV68]

Thanks for your help - this seems to have solved the problem, although I still cannot get to the paper "options" to show on the Control Panel, everything so far has printed on the correct paper.

[Betty0610]

Control panel of the Printer you mean?

[RedV68]

Yes - sometimes, on the printer I am showed the two possible paper sources for a particular print job but the Photo Tray was greyed out (this was what prompted my original query) but now, although it does print on the correct size of paper I can’t get to that “paper source” screen to check whether it is no longer greyed out. 

[Betty0610]

Were you able to see these options before?