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KJMFL
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Windows messages photo tray out of paper - Not trying to use that tray

HP Recommended
HP ENVY Photo 7800 All-in-One Printer series
Microsoft Windows 10 (32-bit)

I Just intalled my new ENVY 7855., it works fine but on both my PC's on my network we constantly get messages the photo tray is out of paper and I am not trying to use it!   My printer is not being used and last used for paper printing!    This is very aggravating.   The printer is setup on the network not wireless.    Thanks 

6 REPLIES 6
sandytechy20
HP Support Agent
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@KJMFL

 

Welcome to the HP Forums, this is a great location to get assistance! I read your post and see that you are getting out of paper error on HP ENVY Photo 7800 Printer. I would like to help you resolve this issue. 

 

However, I will need a few details to provide an accurate solution,

When did this issue start?

Did you do any hardware or software changes?

How is the printer connected to computer, wired or wireless?

 

Meanwhile

 

Check the paper, and then reload it

  • 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 input 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 input tray toward you to open it.

  2. Remove any paper from the input tray.

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

  4. Check for obstructions inside the input 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 input tray.

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

    Figure : Loading paper in the input tray

    Loading paper in the input tray
  8. Push the input tray forward until it snaps into place.

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

Clean the paper tray rollers

  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.

    Figure : Rollers underneath the printer

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

  4. 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.

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

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

Reset the printer

  1. Turn the printer on, if it is not already on.

  2. Wait until the printer is idle and silent before you continue.

  3. With the printer turned on, disconnect the power cord from the rear of the printer.

  4. Unplug the power cord from the wall outlet.

  5. Wait at least 60 seconds.

  6. Plug the power cord back into the wall outlet.

       NOTE:

    HP recommends connecting the printer power cord directly to the wall outlet.

  7. Reconnect the power cord to the rear of the printer.

  8. Turn on the printer, if it does not automatically turn on.

    The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.

  9. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

Click here and refer the document to perform the above steps.

 

Let me know how it goes.

Cheers.

 

Sandytechy20
I am an HP Employee

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KJMFL
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Here are the answers you asked for.  

 

 

When did this issue start?   As i mentioned it is Brand new printer right away! 

 

Did you do any hardware or software changes?    New Install! 

 

How is the printer connected to computer, wired or wireless?   Wired!  

 

thanks!  

 What should be the placement of the photo tray might help!   

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sandytechy20
HP Support Agent
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@KJMFL

 

Thanks for the reply.

I appreciate your time and effort.

 

Eager to know, did you try the steps mentioned above.

If no, try those steps and let me know the outcome.

I will be more than glad to assist you if required.

 

Cheers.

Sandytechy20
I am an HP Employee

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KJMFL
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Your giving me canned answers!  Why would I clean the rollers on a brand new printer and has nothing do with a message about paper tray out of paper!    

 

Let me try again with part II  what position should the photo tray be in when not in use?   I was printing regular paper report that was working but getting messages about the paper tray!! 

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sandytechy20
HP Support Agent
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@KJMFL

 

Thanks for the reply.

I appreciate your time and effort.

 

This issue may require one to one interaction with the HP Phone Support.

 

I suggest that you contact HP Phone Support for further assistance at the link: www.hp.com/contacthp

 

You have a good day ahead.

Cheers.

Sandytechy20
I am an HP Employee

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playtowin
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In a nutshell, the same error message of "photo tray out of paper" plagued my day today and has plagued it in the past. The difference is that I was able to retrace my steps to the solution. The problem dear reader is with the HP Smart app. That's right, its the software on your laptop or phone that's the problem.  The printer is reporting that there is no paper in the photo tray - and that's true - but because we are not printing from the photo tray, there should not be any paper in the photo tray. The printer reports there is no paper in the photo tray and the HP Smart software app will not tell the printer "that's okay because you're not using that tray." You must remove the printer from HP Smart which seems counterintuitive because even when you remove the app, the software still knows the printer is there.  I call this type of design flaw - well I can't say here what I really call this type of behavior but I will use the word "foolishness." Now, I'll explain step by step how I solved the problem of the error message that the "photo tray out of paper" when I'm "not using that tray."  Then I'll explain how the same problem uses another wording when trying to print from the iPhone 8plus and how I solved that problem.  I hope I'm able to save other people a lot of time. It seems that moving the printer from one location to another can trigger the error message as that is what happened in my case. It seems that the movement of the photo paper tray triggers the error message, but I think its the HP Smart app doing too much thinking without all the facts.

 

The HP Envy Photo 7855 is like a 6-week old puppy. Its really cute when you first get it but the longer you have it, the more problems you encounter that you had no way to predict. First, I will explain the steps that allowed me to print from my Lenovo laptop using the most recent Windows 10 updates to November of 2019.

 

These are the steps that worked for me after hours of trying different solutions offered here on the HP website:

1)  Pull the photo tray completely into its extended position so that it lines up with the regular-sized paper. You will think that the photo paper tray should be pushed all the way in. Naw. Just pull it so it is fully extended, be sure to have about 25 sheets of paper in the regular paper part of the paper tray. 

 

2)  Next, gently push the entire paper holding tray back into the printer. Nope, it won't print, but you'll feel better knowing that the photo paper tray has zero to do with why the HP Envy Photo keeps giving a photo tray error.

 

3)  The next step is for a Windows PC updated to November 2019.

Click the Windows icon to the bottom far left of your screen. A list of software apps that are installed on your computer will appear. Ignore those.

Instead, look to the very left of that screen. The bottom is a circle with a line in it. Ignore that one. It's for turning the computer/laptop on and off.

Look up one more icon and you will see a circular weird-looking thingy icon that looks like a flower. That's the settings icon and that's the one to click on. Nope, the printer won't print.

 

4) Now, you will be in the Printers and Scanners menu. Yea! You will be tempted to work with your printer when you see it on the list. That's a waste of your time. I should know because that's where I've been for 4 hours.  Listen carefully.  I am the HP printer whisperer. No, I'm not, but you needed to smile. 

If you don't see the printer and scanner heading on that page in bold letters, look to the far left on the screen. You will see a list of options. Click on Printers and Scanners and a list of devices will appear. Your printer should be on the list. If it's not on the list, you need to use the plus sign or cross symbol to install the printer.  In my case, the printer was already installed. This step is simply to get you to see your printer on the list and the words "Open printer app." I have a few choice words for whoever designed that cute but irrational app with a mind of its own.  

 

5) Click on the Open printer app. You should see your printer in the app. 

 

6) Click on the image of your printer.

 

7) HP may introduce a popup that takes your mind off the task. Don't let the popup sway you from your goal. Close that popup so you can see your printer better. You may see the status of your ink. Don't be swayed by that trick either. I saw my ink was low so I changed the ink cartridge. Nope didn't print. Here is what you really need to do: Click on the image of your printer and you will see to the far left a list of options. Look down towards the bottom and you will see the option to "forget this printer." Yep, that's what you want to do - forget that *#&@% HP Envy Photo 7855 printer. You really do need to click on that option. Kudos to the designer who added that feature.

 

😎 Yes, delete the blasted HP Envy Photo 7855.  You will experience both dread that maybe you broke something that can't be repaired and joy that the printer is gone. Rainbows and unicorns will dance before your eyes as you feel that you actually DID something to remove the silly machine. Naw, that won't really happen but you will be one step closer to printing.  The consequence of deleting the HP Envy Photo 7855 is that the image of the printer will disappear, but the computer/laptop still knows it there. Try to print something. If it doesn't print, make sure the electrical plug is set directly into the wall. I'm using an extension cord - an old fashioned extension cord without a surge protector and my HP Envy Photo 7855, now named Thomas, prints just fine.  I hope this long detailed and totally obnoxious review and offer of help has indeed helped someone though I am likely too late to help the OP.

 

If you have tried all that HP recommended and the steps I have recommended and your printer still does not work, and you have called tech support - take the printer back to where you bought it and don't even try another HP printer. Why? I've bought mostly HP printers for almost 30 years.  The HP printers are becoming more fickle.  I can't just put the paper into this printer as I've done for 30 years.  The paper in these new HP printers requires lining up the paper in a very specific manner. The paper cannot have any humidity in it which is hard to do when you live in a humid environment.  These new HP printers don't do well being plugged into surge protectors. Oh, they work for a while - until they don't.  They use a lot of ink too.

 

Do they print well? Yes, they do - when they work. Other brands work just as well and one specific brand works better. That brand costs more upfront, but is a real workhorse and saves money over time in ink costs when compared to HP.

 

I rwant to keep technology out of the landfills which is why I took the time to write this response to the OP's problem and describe in detail how I solved the problem when my Lenovo laptop could not print wirelessly to the HP Envy Photo 7855. 

 

Let's keep these silly HP printers out of our landfills by learning the quirks of these printers. Let's force the super-wealthy investors to care about the environment that our great-grandchildren will inherit. When I read the "canned" response given to the OP, I could see the printers being tossed into the trash. Even if the printers are donated to a nonprofit organization, if the nonprofit cannot figure out how to get the HP Envy Photo 7855 to print, those donated printers will find their way into the trash. Out of sight is no longer out of mind.

**** Different error message but the same problem on the same day using an iPhone 8plus. ***

Getting the HP Envy Photo 7855 to work with my iPhone 8plus was a totally different process. The error message on the iPhone 8plus with the latest updates was that the printer was offline when clearly the printer was online.  Because of the 4 hours spent earlier to get the printer to work with the laptop, I knew I had completed all those steps and rebooting the router and devices and -- and --- and -- more and more. Instead, I went to settings.  From settings, I went to Wi-Fi.  I know that sounds silly but that's what's required.  I confirmed that the printer and the phone were connected to the same wireless network band (we have two bands - 2.4G and 5G.)  The password is on the display screen on the printer so I used that silly password and plan to change it as soon as I can figure out how to change that silly insecure password. I saw the printer, selected the printer, and suddenly the brilliant iPhone took charge away from that silly (yep I wanted to use a stronger term) HP Smart app and viola! I could print from my iPhone 8plus. I use another app called PrinterShare which I will always keep on my phone because of the trouble I have experienced with HP printers.  The real problem with the error messages on the HP Envy Photo 7855 seems to be within the HP Smart app. The photo tray out of paper is exceedingly frustrating because even after completing all the "canned" solutions from HP, the problem continues to return exactly when you need to print something important. I have an old HP printer that still works but needs a new printhead. If I had known that old workhorse of a printer would last as long as it has, I would have purchased several of those years ago and never bought a new HP. I am no longer brand loyal after almost 30 years of being an HP printer fan. I hope you found this solution helpful. I'm sorry that I was too late to help the OP.

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