HP Does not Recognize 4x6 Photo paper when printing from HPSmart from IOS - Android OK

[Stevekon]

HP Envy 7858 from Cost co.   

Printing from Iphone using HPSmart software

Steps To Reproduce Issue:

Open HpSmart app, select a photo to print, click print - it ignores the loaded photo paper and prints on regular paper.

This issue occurs and will not recognize the photo paper when printing from any iPhone.  It will print photos, but only on the paper.  It thinks no photo printer paper is loaded.  The printer shows the photo tray grayed out on the printer screen - as though nothing is loaded.  Iphone ONLY. 

Tried installing HPsmart software on 3 different iPhones all had the same issue.  

Reproduced same issue on 2 different HP Envy 7858s (bought 1 had issue returned and bought new one)

BUT - Using the same printer using HPSmart app on Android (Note10).  Printed to the 4X6 photo paper with no problem. 

This is the 2nd HP 7858 with same problem I took the first one back to Costco assuming it was a printer problem and swapped for a different one..so same exact issue on 2 HP 7858s tested on multiple Iphones... all Androids connected work flawlessly 

[Kumar0307]

Hi @Stevekon

Welcome to the HP Support Community. I'd be happy to assist you.

Since you are able to print fine from the android device but not from iOS devices, this seems like a print setting or driver issue on the iOS device.

Which version of iOS are you using?

Make sure both the devices are updated

Click here to know different methods of updating printer firmware.

Also, check for any software updates on iOS device

Click here to know how.

Have you tried printing via AirPrint and check if that helps?

1. Open the item you want to print, and then tap the Share icon  or  .

2. Tap Print or the Print icon  to open Printer Options.

3. Tap Select Printer to select your printer.

4. Change any of the following print job settings. Available settings vary depending on the app you are printing from, the print job type, and your printer.

   • Paper: Make any paper size changes on the printer. AirPrint automatically detects the paper size loaded in the printer or the size selected on the printer control panel. If the detected size is different than the paper in the tray, an error might display asking to confirm the size.

   • Number of copies: Select how many copies you want to print.

   • Black & White: Select to print in grayscale. This option only displays for color printers.

   • Double-sided printing: Print on both sides of the paper for certain file types.

   • Page range: Select specific pages within a document or webpage to print.

   

5. Note: AirPrint does not have the option to change the paper size. However, if your printer has a paper sensor, AirPrint automatically adjusts the print size to the detected paper.

Hope this helps! Keep me posted. 

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