‘Load Tray 1’, ‘Tray 1 Empty’, ‘Tray 1 Missing’, ‘Tray 1 Low’ or ‘Insert Tray 1’ error messages

Issue description

The Load Tray 1, Tray 1 Missing, or Insert Tray 1 error messages indicate that the printer has failed to detect the tray.

The Tray Low or Tray Empty errors indicate that one or more of the tray sources are empty or low.

These error messages also show which tray is missing, low, or empty. Follow the directions in the solution to resolve this issue.

Note:  Side feeders, such as the multipurpose feeder and the envelope feeder, does NOT post a Tray Low message.

Solution

Note:  If you have just loaded paper in the tray while the printer was off and encounter this issue, leave the printer on and open the tray for a few seconds. Then close the tray and allow the printer one minute to move the tray into position and read the paper level again. This must update the paper-level status and clear the error.

1. Power off the printer, wait 30 seconds, and then power on the printer again.

   Did the error message return?

   • Yes: Continue to Step 2
   • No: Print a test page. If the page prints, the printer is functioning correctly.

   Note:  If you have already tried powering the printer off and on, skip ahead to Step 2.



2. Press the Menu button, select Reports, and select the Menu Settings Page.

   Note:  If unable to access Menu Settings Page, skip ahead to Step 5.



3. Look for ‘Paper Menu’ on one of these pages and verify the Tray 1 Size and Tray 1 Type in this section.

   Note:  If the Tray 1 Size and Tray 1 Type do not match the paper in the tray, change them to the correct setting (for example, plain paper). Press the Menu button, then select the Paper Menu, select Paper Type, then select Tray 1 Type. Using the navigation keys, select Plain Paper (assuming you are trying to print on plain paper).



4. Ensure that the paper size and type matches the paper in the tray. False error messages can result from incorrect media settings in the driver or on the MFP. To check whether the tray is set to the correct paper size, see this image and take note of the areas enclosed in red.



5. If the tray is full and no paper jam is associated with the error, try cleaning the pick rollers. Remove the tray that indicates which source is having the error and look for the pick roller assembly. Pull the arm down. Use a dry, clean cloth and alcohol to remove debris off the pick roller; see this image.



6. If a paper jam is associated with the error, clear the jam first. If another printer is available, try exchanging the trays. Should there be additional concerns or questions, please contact the next level of support for further diagnosis.

   Note:  The Option tray will not work in the main tray.



7. Remove all paper from the tray. Look for and remove any obstructions. Also look for damage to the tray. If any of its parts appear damaged, a service call will likely be required to resolve the issue. Contact the next level of support for further diagnosis.