Permanent "Tray is Empty" Message

[cl77]

Hi, 

This was not an HP printer.  

The organization has since gotten a new machine. A technician may have found a solution, but we were unable to test it due to COVID-19 before the printer was replaced. 

[lucifer1413]

Before you install new software, first remove the existing software to make sure that you have only the latest software and driver installed on your computer. Follow these steps to uninstall the existing software, and then install the latest HP software and driver

on window option
Search and click on the control panel option.
Click on uninstall the program.
Choose the software and uninstall it.
Disconnect the printer, and then restart your computer.
Some of the problems also arise because of installation errors. While installing or setup up the printer. Read the instructions carefully and follow them strictly. Connect the wire properly at their place.

[cl77 · Accepted solution]

I spoke with another representative at Xerox, who also couldn't figure out the problem. However, he was able to direct me to our printer server, which we're able to run the jobs through instead of using the printer directly. Since then, we've been able to print with full functionality (through the printer). 

I never was able to get a RIP installed. I downloaded GhostScript, but the Macs wouldn't recognize it, and by the time I was looking into alternatives we had found our successful workaround. 

Mystery not quite solved, but alternative solution found! 

[cl77]

Here's what I've discovered: Essentially, the error code we received boils down to a miscommunication between the printer and the Mac. The printer language is unable to translate PostScript to PCL. 

We tried several methods of varying complexity; we changed the printer from LPD to HP Jet Direct to circumvent port traffic blocks, added the driver via the printer's "Find Software" option instead of the Xerox website, and disabled the Mac's System Integrity Protection/rootless mode (I turned it back on, it's fine, everything's fine) because of a possible compatibility issue. The driver only recognized the printer on our first attempt of the day (when we reset the printing system), but still returned a "paper tray empty" message. 

I'm looking into various Raster Image Processors to help bridge the gap, but so far have been unable to install any. I'll update this ticket if a solution is found. 

[cl77]

Hi, thank you! 

It copies just fine, and it's printing for other computers--it's just these two macs that are giving us trouble. I followed your directions on the first of the printers (the one which wouldn't let us reinstall the driver), and we actually got a lot further than we have been before 'empty paper tray' popped back up. We were also able to reinstall the driver, but it won't recognize the printer.

And, for the first time, we've been given an actual error code: 016-749. I think this may be the key to solving our issue! I will update the ticket if a solution is found but in the mean time I cannot thank you enough. Today has had more progress than we've seen in weeks :)

[Gabriel5531]

I understand that you are getting “Paper tray empty” even when you are having enough paper in the printer. I’ll be glad to help you with this.

Did you try making a copy on the printer? This will help us isolate the issue. Restart the printer and then place a document face down on the scanner glass and press the copy option on the printer control panel. Let me know if it makes a good copy or not visit this site

If the copy comes out fine, then I would suggest reset the printing systems to completely fix this issue, here are the steps:

• 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...”, and then select the name of your printer (By default “Airprint” would be selected)

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

Good luck.

[cl77]

Yes, unfortunately I kind of am the IT folks. I just began training a few weeks ago, so I've been handling toner replacements and so on while I learn the ropes. All my seniors have been able to tell me is that the printer essentially 'doesn't like Macs', which is unfortunate as they're mostly used by people in Marketing, who have the most need of the C60/70's advanced jobs. 

It's considered a low-priority job because the computers (there are two with this problem now) are still capable of printing on 8.5x11 when printing directly from the IP Address, but with such limited capabilities it may be more efficient to just use one of our other printers. As it stands I'm the only person in IT with the free time to pursue answers for something with a bandaid solution, which is what brought me here. 

The second machine was able to re-download the driver successfully, but it's still returning the "Paper tray empty" message. It doesn't matter which tray I print from; even the bypass tray will return the same three words. 

[alan.frth]

Do others in your office have the same problem? Talked to your IT folks?

[cl77]

Hi Cathy,

Thank you for your response! I have double checked and re-entered the tray information to make sure they had all the correct paper listed, but I have not been able to re-install the driver. 

Whenever I try, it still presents a grayed out 'Install' button, which cannot be clicked. I'm at a loss; it can't be that traces of the old driver remain, but if it recognizes the printer by ip address then surely it should at least be aware of the drivers' existence? Is there any kind of manual I could refer to, or some super-specialized support person? I don't know where to go from here ;; 

Thank you again for answering!

[CathyO-Xerox]

Hello cl77,

That is a weird one. If you have un-installed and reinstalled the latest Xerox Drivers, I would recommend just making sure the paper type that is loaded in the trays exactly matches what is listed in the paper driver. Here are some STEPS you can reference.