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HP Photosmart All-in-One Printers - The 'Photo Tray Problem' Message Displays on the Control Panel

Issue

The 'Photo Tray Problem' error message displays on the control panel display, and then the product does not print.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.

Solution one: Check the photo tray

  1. Lift the output tray and extend the photo tray.
    Figure : Extend the photo tray
    Illustration: Lifting the output tray and extending the photo tray
  2. Remove all photo paper from the photo tray.
  3. Slide the photo tray all the way into its slot, as far as it can go.
  4. Lower the output tray, and then press the OK button () on the control panel.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution two: Perform a power reset

  1. Press the Power button () to turn off the product.
  2. Unplug the power cord from the electrical outlet.
  3. Disconnect the power cord from the back of the product.
  4. Disconnect the USB cable from the back of the product.
  5. Wait 30 seconds, and then reconnect the power cord to the product.
  6. Plug the power cord back into the wall outlet. Do not use a surge protector, extension cord, or power strip.
  7. Press the Power button () to turn on the product.
  8. Reconnect the USB cable to the product.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution three: Change the copy options

Use the product control panel to change the copy options.
  1. Press the down arrow button () to select Copy Menu, and then press the OK button ().
  2. Press the down arrow button () to select Paper Size, and then press the OK button ().
  3. Press the down arrow button () to select Automatic, and then press the OK button ().
  4. Press the down arrow button () to select Paper Type, and then press the OK button ().
  5. Press the down arrow button () to select Automatic, and then press the OK button ().
  6. Press the down arrow button () to select Set as New Defaults, and then press the OK button (). The Set as New Defaults menu opens.
  7. Press the down arrow button () to select Yes, change defaults, and then press the OK button ().
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Step four: Service the product

Service or replace your HP product if the issue persists after completing all the preceding steps.
Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.
To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.

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