Printer not picking up photo paper from photo tray. Always says "Empty"

[KoenVanPelt]

When I go to print off a picture from my lap top computer it won't print from the photo paper tray. The message says the tray is" empty" despite it being full of photo paper.  I have not problem with the A4 tray.

This item was posted just a few weeks ago by another user. I've read and executed the instructions provided by HP, but it still doesn't work.

Thanks to advize.

[Jeet_singh]

@KoenVanPelt,

Welcome to the HP Forums 🙂 I would like to take a moment and thank you for using this forum, it is a great place to find answers. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for First Time Here? Learn How to Post and More. I see from your post that you are having issues with the HP Envy printer not picking up photo paper from the photo tray. No worries, I'll be glad to assist you.

To provide you with an accurate solution, I'll need a few more details:

Have you recently made any changes on the printer before the issue started?

Have you tried to update the printer firmware?

Have you tried to check the print settings?

In the meantime, let's try these steps here: 

Let's start off by updating the printer firmware. If your printer connected wirelessly, make sure to temporary connect the device with USB and then follow the link to install the latest firmware update on your printer from our HP support website. Alternatively you can also try to update the printer firmware directly from the printer control panel.

For more details on how to update, please use this link: HP Printers - Updating or Upgrading Printer Firmware

If the issue persists, I would suggest here is to do a hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

Step 1: Check the paper, and then reload it

Paper feed issues might result from using ripped, dusty, curled, wrinkled, or bent paper. The quality of the paper can also make a difference. Use these guidelines to help avoid the issue.

• Use only good quality paper that meets printer specifications.

• Store all paper in a dry, cool place. Paper feed issues occur more often in humid environments.

• Do not print on paper that is already printed. The dampness of the ink can cause the paper to stick together.

• Wait for the printer to complete a job or to display a Load Paper in Tray message before you load more paper.

Before you load paper in the paper tray, make sure the paper is neatly stacked and in good condition, and the paper path and tray are free from obstructions.

1. Pull the paper tray toward you to open it.

2. Remove any paper from the paper tray.

3. Remove any severely bent, wrinkled, or torn paper from the stack.

4. Check for obstructions inside the paper tray. Make sure nothing blocks the paper from engaging with the rollers. Even small pieces of paper can cause paper feed issues.

5. With both hands, hold the stack of paper, and then tap the bottom edge of the stack on a flat surface so that the stack is even on all sides.

6. Insert the stack of paper into the paper tray.

7. Push the stack of paper toward the rear of the paper tray until the paper stops, and then gently slide in the paper width guides until they lightly rest against the edges of the paper.

8. Figure: Loading paper in the paper tray

   

9. Push the paper tray forward until it snaps into place.

10. The printer control panel displays the paper size loaded.

    • If the paper size loaded does not match what is displayed, select the paper tray, select your paper size and type, and then touch Done.

    • If the paper size is correct, touch OK.

Try to print. If the issue persists, continue to the next step.

Step 2: Clean the paper tray rollers

Clean the paper tray rollers underneath the printer.

1. Carefully lift the printer and set it on its side.

2. While supporting the printer with one hand, pull the paper tray open to expose the paper rollers underneath the printer.

3. Figure: Rollers underneath the printer

   

4. Lightly dampen a lint-free cloth with distilled water, and then squeeze any excess liquid from the cloth.

5. Press the cloth against the rollers inside the printer, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.

6. Allow the rollers to dry completely (approximately 10 minutes).

7. Close the paper tray, and then set the printer upright.

Try to print. If the error persists, continue to the next step.

Step 3: Clean the paper feed rollers from inside the ink cartridge access area.

CLICK HERE TO CONTINUE TROUBLESHOOTING

Alternatively, you can also go through this support document for - The Printer Does Not Pick Up Photo Paper from the Photo Tray (Though the header is different, but the steps suggested should work on your printer as well).

Please let me know if this resolves the issue, or if you require further assistance!

Eagerly waiting for your response!

that said, If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.