topic Re: mx922 printer fails due to "no paper in upper tray" in Desktop Inkjet Printers

mx922 printer fails due to "no paper in upper tray"

rchen — Mon, 08 Sep 2014 00:53:25 GMT

I try to print with iphone, but alway got this no paper in upper tray error ( I have paper in lower tray), looks like this is a canon software issue, if I can not resolve this, I will need to return this product, this is only two days old.

thx

Re: mx922 printer fails due to "no paper in upper tray"

Patrick — Fri, 26 Sep 2014 11:50:07 GMT

Hi rchen,

When printing from your iPhone, are you printing from the Easy-Photo Print EX app or a different app using AirPrint?

Re: mx922 printer fails due to "no paper in upper tray"

sjlstevens — Tue, 03 Feb 2015 06:15:51 GMT

This also happens to me whether it is from my iPhone or Mac(desktop and laptop). Frustrating because it worked fine for about two days, and now only provides this error message.

Re: mx922 printer fails due to "no paper in upper tray"

Ramona — Fri, 06 Feb 2015 08:50:08 GMT

Hi sjlstevens,

When printing from your Mac laptop/desktop, you will want to ensure that the paper type selected in the printer driver and application you are printing from is PLAIN PAPER, and that the paper size selected is 8.5 x 11, Letter, A4, B5, or A5. Other paper size selections will prompt the printer to feed from the upper cassette.

When printing from your iPhone via Apple AirPrint, the paper size is selected automatically according to the application software being used on the phone, and the region in which AirPrint is used. When Apple's photo application software is used, the default paper size is 4x6, whch would be fed from the upper cassette. If you want to print on another paper size such as 8.5 x 11, you will need to use a program that has that paper size as a selectable option and print from that program to the printer; this will utilize the lower cassette.

Hope this helps!

This didn't answer your question or issue? Please call or email us at one of the methods on the Contact Us page for further assistance.

Re: mx922 printer fails due to "no paper in upper tray"

usmale47374 — Mon, 09 Feb 2015 06:18:36 GMT

I have a similar problem. I loaded two sheets of 4 x 6 Canon Glossy II in the upper tray of my MX922, pressed print on my desktop PC, and after a fairly lengthy wait the printer beeped in showed support code 1007, telling me that my upper tray was empty. It was not empty and was loaded properly. I just hit OK on the printer control panel to give it another chance. Same results. I removed and reinserted the tray. Again, beeps and support code 1007. I unplugged the printer for 10 minutes and plugged it back in and still support code 1007. I've tried everything I can think of, but the printer insists that the upper tray is empty. The printer is only two months old. How disappointing!

Re: mx922 printer fails due to "no paper in upper tray"

Ramona — Thu, 12 Feb 2015 09:20:47 GMT

Hi usmale47374,

To try and resolve the issue, please ensure that the paper size and media type you are using is selected in the printer driver. Once this has been verified, you can perform a roller cleaning on the printer to ensure that the paper path is clear for the paper to feed properly. To perform a roller cleaning, please follow the steps located here.

If you still experience difficulty after performing the recommendations above, please call or email us using one of the methods on the Contact Us page for further assistance.

Re: mx922 printer fails due to "no paper in upper tray"

hrngffcr — Sat, 06 Jun 2015 03:03:45 GMT

No it does not help. You only answer question as to iOS, not when using Mac desktop. There must be some way to manually set the tray you want. My old Canon had a button to let you choose the tray. Why doesn't the MX922?

Re: mx922 printer fails due to "no paper in upper tray"

TLowder — Wed, 24 Jun 2015 19:48:13 GMT

What is not being properly explained is that there IS a seperate "Upper Tray" that needs to be loaded. If you close the output door you can see it directly above the main or lower tray. This has nothing to do with your program or OS. The paper size automatically goes to the upper tray. The upper tray just goes unnoticed and seems like it is not there.

This painfully slow video shows it. Luckily you don't have to watch the whole thing to figure it out.

http://www.usa.canon.com/cusa/consumer/standard_display/howto_mx922_howto?pageKeyCode=noLeftNavigation

Re: mx922 printer fails due to "no paper in upper tray"

ultranothing — Tue, 18 Aug 2015 19:43:22 GMT

"...Other paper size selections will prompt the printer to feed from the upper cassette..."

Why? The lower tray is also fully adjustable. In fact, the lower tray is much more adjustable than the upper tray. Why is the software forcing any custom paper size to be sent to the upper tray? The tray which doesn't adjust to 5" x 8". The lower tray can adjust all the way up to 12" and possibly beyond...

Re: mx922 printer fails due to "no paper in upper tray"

wilfrussell — Sun, 13 Sep 2015 23:08:31 GMT

So this is completely the wrong way to do tray selection. When you have a speciality tray, especially one used for printing on photography stock as a key example, the selection of that tray should be explicit, not implicit, especially not implicit based on a small subset of selections for the default tray. Please correct this going forward. If you had done any user testing or user stories you should have noted that only exceptional printing will use the auxillary tray. This should be the one with the limited selections; not the default tray. Bad user design IMHO.

Re: mx922 printer fails due to "no paper in upper tray"

lungshou — Sat, 19 Sep 2015 00:59:15 GMT

I had the same problem until I noticed the photo paper was in sideways. The short side of the paper must be towards the front and back of the printer.

Re: mx922 printer fails due to "no paper in upper tray"

alexworden — Thu, 24 Sep 2015 02:39:24 GMT

Thanks for explaining this. I'm sorry but this is Canon's fault. More specifically, it is the product manager's fault. They should be fired for failing to care about such a basic user need.

Clearly, I want to print. So... LET ME PRINT TO ANY SIZE PAPER I WANT FROM THE MENU. DON'T JUST SAY "NOPE..." WITH SOME OBSCURE LAME ERROR MESSAGE.

Canon deserve to go bankrupt with this kind of thinking.

Re: mx922 printer fails due to "no paper in upper tray"

psullivan — Wed, 30 Sep 2015 23:29:15 GMT

I've had my mx922 printer for several months. Wireless and wired printing worked fine. All of a sudden I too am getting the message that there is no paper in the upper tray. I have selected letter size paper and plain paper as the default, but it won't print from the lower cassette wirelessly. It will print from the lower cassette using the scan print feature or from my wired MAC desktop computer. Is there a virus corruption? Tried turning it off and on - no change. There doesn't seem to be any manual way of telling the printer which cassette to use. Putting 4x6 photo paper in the upper tray, results in it printing from the upper tray, even though the document is letter size and letter size plain paper is selected as the default. Frustrating.

Re: mx922 printer fails due to "no paper in upper tray"

psullivan — Wed, 30 Sep 2015 23:46:39 GMT

Tried reinstalling printer software, restarting iMac Desktop and printer. Still won't print wirelessly from the lower tray.

Re: mx922 printer fails due to "no paper in upper tray"

alexworden — Thu, 01 Oct 2015 15:12:05 GMT

User testing isn't necessary to realize this. Just a couple of brain-cells. It boggles my mind how a product can be designed with so many flaws. It's clearly an exercise in complete disconnect between designers and users. Could Canon be using Rational Unified Process to develop their products?

Re: mx922 printer fails due to "no paper in upper tray"

pfleming11 — Thu, 17 Dec 2015 04:45:58 GMT

I am having this same problem trying to print from an Ipad. I have paper in lower tray. That's where I want to print from. How do I do this?

Re: mx922 printer fails due to "no paper in upper tray"

edu8or — Mon, 21 Dec 2015 01:43:04 GMT

For Macs:

1. After sending a file to Print, Click <Page Setup...> on Print page

2. Select <Page attributes> on Page setup page

3. In Paper Size select <US Letter>

Worked for me. Frustrating for sure. Good luck

Re: mx922 printer fails due to "no paper in upper tray"

ljubimov — Mon, 15 Feb 2016 20:44:53 GMT

This is most probably a driver issue, nothing to do with paper size or type. I have been on several forums and Canon reps do not know the answer. At least for Macs, changing printer drivers to Gutenprint drivers solves the issue. The drivers should be installed first, then the printer should be removed and added again in the printer preference pane. But then one needs to choose CUPS-Gutenprint rather than Canon driver.

On my Mac running 10.11.3 the 2-year old printer showed code 1007 (upper cassette empty).

Re: mx922 printer fails due to "no paper in upper tray"

Lindahaga — Mon, 04 Apr 2016 21:44:52 GMT

I tried to follow the instructions. When that didn't work, I tried to contact customer service using the link provided. It asked for my product number but won't show the printer in the list. I can't find a number to call either!

Re: mx922 printer fails due to "no paper in upper tray"

Michael — Wed, 06 Apr 2016 13:12:53 GMT

Hello.

If the suggestions in this thread have not resolved the issue, troubleshooting with our support group will be needed to narrow down the cause of your issue. Please contact our support group using the "Contact Us" link below for additional assistance.

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