error message "load paper into main tray" with "print photo" + on-off buttons flash simultaneously

[takfordet]

Normally use HP printing paper 80gm. Printed fine (8 years), with paper setting on Automatic, paper selection also Automatic. Have occasionally used different types of paper, no problem - until I put in 6 sheets of CompuColor 120 gm ink-jet paper. First 5 sheets printed well. Then:  error message "load paper into main tray" and the buttons  for "print photo" plus "on-off" flash simultaneously. Might be a coincidence, not a cause, since no previous problems with this paper. Have been through all the troubleshooting steps 3 times. Can't see any paper jam. Can hear the rollers TRYING to pick up the paper, but they just can't. Putting paper in the manual load on top has same "error" result. Can neither print from my Mac (wireless) nor make a copy from a doc on the scanning bed. Flummoxed. Please help with some lateral thinking, I live miles away from any HP service! Thanks!

[Jeet_singh]

Hi @takfordet,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand you are having issues while printing from your HP Photosmart Printer. Don't worry as I have a few suggestions which should help you resolve this issue.

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?

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

Please make sure that the printer is connected directly to the wall outlet and not to the surge protector.

Remove all the ink cartridges and then try to perform a hard reset on the printer.

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.

Now insert the ink cartridges and then try to print a test page and check if it works.

Let’s first try and make a “photocopy” to determine whether the issue is with the printer or not. Place a document on the scanner glass and choose “Copy” option. If the printer is making a good copy, then the printer hardware is fine.

If the copy comes out bad, then I would suggest this could be a possible hardware failure with the printer. However, you can try these steps here: Click here

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 for your printer, https://support.hp.com/us-en/drivers (please enter the product number and then select the Operating system and version before downloading and installing the printer firmware).

Note: If the firmware is not available for Mac, then you can connect this printer to a Windows Machine and then try to update  it. 

If the copy comes out fine, then I would suggest you could try to perform reset printing system on Mac: 

• Click the Apple menu icon, and then click “System Preferences”.
• Click “Printers and Scanner” / “Print and Scan” or “Print and Fax”.
• Right-click the blank space in the Printers list, and then click “Reset printing system”.
• Click “Reset” in the confirmation window.
• Enter an administrator username and password, and then click “OK”.
• Wait until the printing system is reset and no devices show in the Printers list
• Restart your computer and then go back to System preferences – Printers and scanners.
• Click the “Add button” (+).
• Find, and then select the name of your printer from the printer list, and then click “Add” to add your printer.
• Click “Print Using...” or “Use”, and then select Secure AirPrint or AirPrint. Alternatively, you may select the name of your printer if available in that list.

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

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[takfordet]

Thanks, Jeet. You certainly sound very enthusiastic about the Forum! I also really appreciated your answer. But I have had to buy a new (yes, HP) printer. Our tech advisor looked at the C309a, after I had tried all the troubleshooting steps, and concluded that it was a hardware problem. He was quite surprised that the printer had lasted 8 years: "Normally, 4-5 years is the longest". Ouch! I hope HP is leading the field in eliminating the environmental damage of brief lives...

Thanks for this time. Best, takfordet

[Jeet_singh]

Hi @takfordet,

Thank you for replying,

I understand you have diagnosed the issue to be a printer hardware and you have got a replacement Printer, I'm glad to hear that, and I hope both you and your product works great and remain healthy for a long time 😉 

You've been great to work with and it has been a genuine pleasure interacting with you.

To simply say thanks for my efforts to assist you, please click the "Thumbs Up" button to give me a Kudos.
And mark my post as Accepted Solution to help others find a similar solution as you have.

Take care now and do have a fabulous week ahead. 🙂
Regards,