Printer says no paper or paper tray and won't print

[johnnyko]

I printed a page the other day, afterwards updated apps and firmware.  Immediately after updating the firmware the printer refused to print, with a message about the paper tray not being installed or no paper.

I've seen similar posts with suggestions of cleaning rollers, etc.  However, this printer worked perfectly up until the apps/firmware was updated and now refuses to print.  

How do I rollback the firmware update?

Note I've had this printer a year or so and it's been flawless until this happened.

HP OfficeJet Pro 8715 (Costco version of 8710).

Thanks.

[Betty0610]

@johnnyko

Welcome to the HP Support Community.

We'll have to perform a reset on the Printer for this. I have sent you a private message, for more details that cannot be shared in a public post.

Please do check your inbox on the communities page for the private message.

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!

[johnnyko]

Hi.  I sent a reply to your note and instructions a couple days ago, included a picture of the printer screen showing the issue.  I haven't heard back, and the printer will now do absolutely nothing after power on except display the screen shown in the attached picture.

I've looked through the printers embedded web server tools, the most recent 'printer event' has an event code of 69556.   Not sure if this is associated with the current issue, but it's the only thing I can find that might help.

I tried to run an print head alignment, and while the printer attempts to start the process, it will not draw a piece of paper from the tray that has it loaded.

Please let me know what I can try next.

Thanks,

John