HP Pagewide: HP Click not printing to correct paper roll

[ITLumber]

Hello,

When we send a print to our large format print through HP Click, if we select the roll of HP Poly it prints to bond.  If we seelct Bond it prints to Bond.  

We've checked the printer itself and confirmed it has two rolls installed and correctly identified in the printer settings as (1) Poly and (2) Bond.

Further, if we print from any other machine onsite it will print to the correct roll.  We are only experiencing this problem from a single machine. 

We have tried reinstalling Click, but the issue persists.  Any ideas?

[ITLumber · Accepted solution]

Figured it out, the issue was a Windows Update wiped out the HP Click software settings.  We confirmed by testing on a machine that had not yet processed the Windows Updates.  Worked in the morning, processed the updates, then HP Click stopped working. 

Found the change in the logs - printersettings.json - in which the Roll being sent to was no longer identified.  Windows Update wiped out the Roll inputId:

Working version (not yet updated by Windows): 

{
"inputId": null,
"printerSettings": [
{
"address": "192.168.1.153",
"inputId": "Roll1",

Nonworking version (Windows Update processed): 

{
"inputId": null,
"printerSettings": [
{
"address": "192.168.1.153",
"inputId": "Roll",

[ITLumber]

BTW, there is nothing we can do to fix ourselves.  We contacted HP Support and they indicated the HP Click team is aware and is working on an update.

I don't know why this information is not being more widely shared, you would think it would affect thousands of people. 

[copyconnection]

We are having this same issue. So there is currently no fix for this? I thought it was due to HP Click being updated as the previous version was working fine for me.

I found a possible fix for us. We use a DesignJet Z5600 and have the option to protect a roll. Roll one is our main roll that we change out depending on what needs to be printed. Roll two usually stays poly adhesive, jobs sent to roll one were printing on roll two. After setting roll two as protected, this seems to have fixed it for now. I should also mention that our roll switching options are set to minimize paper waste, and roll matching options set to job fits into roll.

[ITLumber]

We were working with HP Tech support, they indicated the latest version (as of this post) of HP Click is v3.6.378, released on 11/28/23, resolves the issue with incorrect roll printing.  You can get the latest version here: 

https://support.hp.com/us-en/drivers/hp-click-printing-software/15550865

Double check you're using v 3.6.378.  If you're still experiencing issues, I recommend verifying your computer has no hanging windows updates and that it's fully patched. 

A workaround we found was to not use HP Click at all; if we added the pagewide printer to our control panel as another printer to our local machine, then we could print to it directly from Acrobat or Photoshop.  You lose some of the HP Click specific settings, but at least you retain ability to print to different rolls. 

Good luck!