01-12-2020 06:38 PM
I was trying to print a photo on 6x4 photo paper. All the settings seemed correct - paper size and type and print quality. But the printer used A4 paper from the main tray rather than 6x4 paper from the photo tray - but correctly printed the image at 6x4 size. I've tried removing the power cable and reinserting it - that doesn't seem to have changed anything. I'm not aware of having had a Windows 10 update since I last used the printer and in any case I apparently have the latest firmware which was suggested as an antidote to any problems caused by that. It's as if the printer has decided that the main tray is now the photo tray and the photo tray doesn't exist - I removed A4 paper from the main tray to see if that would make it use the photo tray, now it just demands that I add A4 paper even though I'm trying to print on 4x6 paper.
01-14-2020 11:12 AM
@francis18, Welcome to HP Support Community!
This could be an issue with the installed printer drivers-
I recommend you delete the driver and root level and retry, follow the steps below:
1) In Windows, search for and open Programs and features
2) Select your HP Printer
3) Select Uninstall
4) In Windows, search for and open Devices and printers
5) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’
6) Open up the run command with the “Windows key + R” key combo.
7) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe”
😎 Click on the “Drivers” tab
9) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom
10) Select Ok
11) Select Apply and Ok on the Print Server Properties windows
12) Close Devices and Printers.
Now, download and install the full-featured software from here.
If the issue persists, try the Windows built-in drivers. Follow the steps below:
• Go to Control Panel - Devices and Printers - Click on "Add printer" and follow the on-screen instructions.
• When the page prompts for the drivers, select "Windows update". The driver list will be updated.
• Click HP, Hewlett Packard, or Hewlett-Packard in the Manufacturer pane, and then click the name of your printer in the Printers pane.
Refer to this document HP Printers - Installing and Using the Windows Built-in Print Driver for help.
Also, check the document HP Printers - How to Print Photos (Windows) for additional help is required.
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!
I am an HP Employee
01-15-2020 06:18 AM
Many thanks for the suggestion, I'll keep it in mind if I have the same problem again. But I appear to have solved it by disconnecting the printer from the power socket while turned on, and leaving it disconnected overnight. In the morning I plugged the power cord back into the printer and attempted the same print job again and it worked correctly first time - it printed from the photo tray.
I had tried disconnecting it while attempting to solve the problem the previous night, but clearly not for long enough.