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8720 Custom paper size

Officejet Pro 8720
macOS 10.15 Catalina

I've created a custom paper size to print greeting cards using 2 sided printing. Haven't had a problem until recently. I upgraded to OS Catalina and loaded the Nov 18 HP Driver. Now when I try to print using the custom paper size, it only prints 1 side and I get an error message that says:

Make sure paper has been loaded in the tray and that the paper is below the paper stack line shown on the tray.

Click OK when ready to continue.

Never had a problem printing only 1 card before

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HP Support Agent
HP Support Agent
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8720 Custom paper size

@Bob762, Welcome to HP Support Community!

 

To be able to assist you better, I would like to know the following-

 

Which application are you trying to print from?

What happens when you try to print on regular documents and not cards?

Have you tried making a two-sided copy on the cards before?

 

While you answer the questions, refer to the document HP Printers - Creating Custom Paper Sizes for help.

 

Keep me posted for further assistance.

 

 

TEJ1602
I am an HP Employee

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Sorry it took so long to respond to you. First time in the community and I am still used to getting around.

 

Again, everything was fine before I installed OS Catalina and the Nov 18 HP update

 

I am using Pages to print the cards (I create them in Photoshop)

2 sided printing still works with Letter (8.5 X 11)

I have been creating and printing cards on custom size (6.25 X 9) for years. I was doing it on a HP printer before I bought the 8720

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8720 Custom paper size

@Bob762

 

Let us try adding the printer using AirPrint drivers and see if that works-

 

Ensure that the printer is up to date with its firmware. If you are unsure you may use the links below to update the printer firmware:

Update printer firmware

 

Remove and add the printer

Click the Apple menu, and then select System Preferences.

Depending on your operating system version, click Print & Fax, Print & Scan, or Printers & Scanners.

Click the name of your printer, click the Minus sign, and then delete the printer.

 

Select printer and click the minus sign

Click the Plus sign, and then click Add Printer or Scanner.

Click the Use or Print Using box, and then select AirPrint

 

Select AirPrint from the Use menu

 

Click Add to add the printer to the list.

Try to print.

 

Keep me posted for further assistance.

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

TEJ1602
I am an HP Employee

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No change. Still only prints 1 side and the "empty tray..." message

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@Bob762

 

Thanks for replying!

 

Let me check on this and get back to you.

 

TEJ1602
I am an HP Employee

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It seems like the only 2 sided printing that is working is on U.S. Letter (8.5 X 11). I haven't tried all the page sizes, just the ones I will be using.

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@Bob762

 

We are doing some research on this issue to provide you with an accurate solution.

 

For now, check the print settings on the MAC. Refer to this document. Make sure to select the right paper size and type.

 

Also, check the 2 sided print settings. Click here.

 

Keep me posted.

KUMAR0307
I am an HP Employee

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Any update? Still waiting to print my Christmas cards

 

Thanks

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@Bob762

 

Check this before we could proceed-

 

Ensure you are loading the paper correctly. Try printing.

 

Keep me posted.

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

TEJ1602
I am an HP Employee

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