Printer says "Paper tray is open" every 5 minutes, but paper tray hasn't been touched

[jimalexander123]

Just installed brand new OfficeJet Pro 8025. I can print and scan and all is good - except for an odd, recurring message.

Every 5 minutes, the printer beeps and then rapidly flashes this message:

"Close Tray: The paper tray is open. Make sure the paper you want to use is loaded, and then close the tray to continue."

Note: this message flashes by instantly, I had to take a video and pause it to see what it actually said.

Then the mechanics cycle (not sure what's moving), and this message appears:

"Plain Paper, Letter (edited for brevity)..., To accept, touch OK"

Note: it's acting like I just closed the paper tray and wants to verify paper size.

Buttons of Modify and OK are below the message. 

If you hit OK, it just moves on to next step. If you wait and don't hit anything, it just moves on by itself after 10 secs or so.

Then you get the spinning blue circle and a "Checking the printer, please wait." message.

After about 5 seconds, that goes away and we're back to normal. 

This whole process takes about 20 seconds, and it repeats indefinitely when the printer is on. I have captured it on video from my iPad since I had to see what the error message was. Apparently I can't attach the video here, but I can provide screen shots if that would help.

Any ideas welcome!

Thanks,

Jim

[Kumar0307]

@jimalexander123, Welcome to the HP Support Community!

What type and size of paper are you using?

Let us try these steps:

Reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

Update the printer firmware

Go to Setup > Tools/printer maintenance > Update the printer

Click here to know different methods of updating printer firmware.

Make sure the papers are loaded correctly as shown in this document - Loading Paper, Envelopes

Check if the tray is completely closed and there are no obstructions.

Also, check for any jams inside the printer. Refer to - Paper Jam Error

Hope this helps! Keep me posted. 

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!

Have a great day! 

[jimalexander123]

Kumar,

Thanks for your help. The paper I'm using is standard 8.5x11 letter paper (20# thickness). As per my initial post, I can print fine with no issues and I have no paper jams.

I did all of the steps you requested. The firmware says it's up to date. The paper tray comes out and goes in as expected, and there are no jams or paper anywhere I can see. The printer continues to exhibit the same behavior. 

What can we try next?

Thanks!

Jim

[Kumar0307]

@jimalexander123

Let us reset the printer to its factory settings.

I have sent you a private message with a set of instructions to perform a reset. Kindly check the same, this might help you to resolve this issue. Check next to your profile name, you should see a little blue envelope, please click on it.  

Let me know how this goes.

[jimalexander123]

Kumar, I did the Semi-Full Reset as instructed. I'm still getting the same behavior. What's next? Thanks, Jim

[Kumar0307]

@jimalexander123, that's unfortunate.

Please reach out to the HP Technical Support team in your region regarding the service options for your printer. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

Keep me posted for any other assistance.

[jimalexander123 · Accepted solution]

Kumar, Just letting you know that I contacted HP Support and we did troubleshooting. It's a hardware error and they're sending me a replacement unit. I appreciate your help. Thanks, Jim

[sandytechy20]

@jimalexander123

Good to know that they are replacing the product.

Feel free to contact us in the future if you need any assistance.

Cheers.