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  • Information
    Fix Windows 10 Update Issues

    > Print spooler or any other printer problems caused by a Windows 10 update or upgrade - Click Here
    > Resolve Windows 10 or update issues on HP computer – Click Here

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HP Photosmart Premium e-All-in-One Printers - The Printer Does Not Pick Up Photo Paper from the Photo Tray

This document is for HP Photosmart Premium e-All-in-One C310a, C310b, and C310c printers
The product does not feed photo paper through the photo tray. One of the following error messages might display on the product control panel or on the computer:
  • 'Out of paper. Load paper into the photo tray.'
  • 'Photo tray problem. Re-insert or lower the photo tray.'

Video of what to do if the printer does not pick up or feed paper

View the following video or choose one of the following topics to learn what to do if the printer does not pick up or feed paper.
The following video demonstrates what to do if the printer does not pick up or feed paper.
note:
This video shows the HP Photosmart Premium e-All-in-One (C310a) printer. The outside of the printer might not look the same as your printer, but the steps are the same.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.

Solutions

Follow these solutions in the order presented to resolve the issue.

Solution one: Reload the photo paper

  1. Raise and hold the photo tray lid in the open position.
  2. Slide the paper width guide to its outermost position.
    Figure : Slide the paper width guide out
    Image: Slide the paper width guide in the photo tray.
  3. Remove all the photo paper from the photo tray.
  4. Reload the photo paper into the right side of the paper tray. Make sure that the print side, or shiny side, faces down.
    note:
    If you want to use photo paper with perforated tabs, load the photo paper so that the tabs face you.
    Figure : Load photo paper
    Image: Load photo paper.
  5. Adjust the paper width guide so it rests against the stack of photo paper.
    Figure : Adjust the paper width guide
    Image: Adjust the paper width guide in the photo tray.
  6. Lower the photo tray lid.
    Figure : Lower the photo tray lid
    Image: Lower the photo tray lid.
  7. Try the print job again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution two: Update the printer firmware

Important: The HP product must connect to a wireless network with an active Internet connection to receive updates. However, the product does not need to be connected to a computer.
  1. From the product control panel, touch the Web Services icon (), and then touch Settings.
  2. Touch Product Updates.
  3. Touch Check for Product Updates to manually update the product.
    note:
    To set up automatic updates, touch Product Updates Settings, and then touch Automatically. If you chose not to update automatically, check for updates every week to make sure that you get the most out of your HP product.
  4. If you have not previously updated the product, you might need to download an additional update. Repeat the previous steps to check for any additional updates.
  5. When the message 'Your printer has the most current updates installed' displays on the control panel, touch OK.
  • 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 print settings

Select your operating system, and then change your print settings.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution four: Service the All-in-One

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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