Print preferences dialog incorrect scale

[ikiselev]

Print preferences dialog for HP M277dw use incorrect scale, so some options could not be changed - see screenshot.

I have this problem only on one of my computers. This computer has 48 inch 4k monitor (as only display) and resoluion 3840*2160 (I've tried to change resolution, but it haven't helped).

It use Windows 10 x64 (currently with Creators update, but with previous Windows 10 version it worked the same way). Windows display scaling has default settings - 100%

Is there any way to fix/override it?

[DavidSMP]

Hi @ikiselev,

Good Day.  Thank you for stopping by the HP forums. I understand that you are facing issues with scaling on a specific computer regarding the printer. I will be really glad to assist you here. 🙂

Great description and splendid diagnosis of the issue before posting. Kudos to you for that. 🙂 You are a valued HP customer and it is paramount to assist you with it. I take it as a privilege to share this platform with you.

For better clarity, I would require more information regarding this to assist you?

• Did you try to uninstall and reinstall the printer software?

For now please perform these steps:

• Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)
• Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)
• Go to devices and printers, select any printer listed there and you will get some options on the top. 
• Click on print server properties. 
• You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there if any.
• Delete all the instances of your printer listed in devices and printers.
• Restart the PC.
• Once the PC is on the desktop, press Win + R, it would bring a Run dialog box, 
• Type %temp% in the run box and click Ok or hit the Enter button.
• It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).
• If possible, delete the printer from the registries using Regedit or using any other 3rd party application.
• Ignore the Regedit option if it cannot be done.
• Restart the PC again. 

Then download the latest full feature driver from https://support.hp.com/us-en/drivers/selfservice/hp-color-laserjet-pro-mfp-m277-series/7089945/model...   and install it on the computer after selecting the correct operating system.

Connect the printer to your computer only when the setup prompts for the printer.

Also, update the printer firmware from the same link.

This should do the trick for you.

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, please. Please note that I am not overloading you with a lot of troubleshooting steps. Instead, just like you, I am eager to ensure that the problem gets resolved. So I am providing you with more resources and information at your disposal to deal with the situation better.

Hope this helps.  Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.  🙂  Please reach out for any issues and I'll be there to assist you. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a superb week ahead. 🙂

[ikiselev]

Thank you for your help. I have fully unistalled printer per your recomendation and installed it back using driver downloaded from hp site. Now I have lot's of usefull printer utilities, but print it didn't help with my problem - print preferences still use incorrect scale.

One additional note: when I connect to this computer from notebook with RDP (the same network, so notebook also has this printer installed and don't have this problem), I have 2 printers in RDP session - original one from this computer-RDP server, which has problem with preferences scale and redirected from RDP client, which is effectivly the same, which works normally.

[Dvortex]

Hello, @ikiselev

I see that you were interacting with @DavidSMP. He is out of office and I'd like to jump in with a suggestion 🙂

Going through your post, I understand that scaling is incorrect for the printing preferences window. It looks like an issue with the resolution since this is specific to one monitor / PC.

First, try these steps:

1.            In the Start menu search or in the Cortana taskbar search, type display (or display settings). Windows 10 users may also right-click the desktop and choose Display Settings. 

2.            Move the slider to 100% or select "Smaller - 100%" and click Apply. 

3.            Log out and log in to Windows or reboot the computer.

To isolate the issue further, try installing Windows built-in drivers. Let's check whether the issue is repeated while installing an alternate driver.

Follow the steps here to install the built-in drivers: http://hp.care/2nxKJv8 

Let me know how that goes!

Good luck 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[ikiselev]

Hi @Dvortex,

Thank you foy your help. 

I always have size of text in display settings setted to 100%.

Printing preferences with both buil-in Windows driver and HP full driver looks absolutely same and has incorrect scale.

[TanelK]

I have exactly the same issue on my Lenovo ThinkPad X1 Carbon - print preference dialog is of incorrect scale. I am using a different HP printer at work and there is no such problem with the print preference dialog with this other printer. Therefore, it does not seem to be related to the computer as such, but is a specific issue with the driver for this printer.

See pics below (taken immediately after each other):

(i) Home printer (wrong scale):

(ii) Work printer (no problems with scale):

Please, HP,  try to find a solution, because it really hinders the use of the printer.

Thanks,

Tanel

[Dvortex]

Hello,

I will escalate the case to our next level to find a possible solution.

It could take up to 24 - 48 business hours for me to get an update. Will update you as soon as I get one.

Thanks, Have a great day 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[Dvortex]

Hello, @ikiselev @TanelK

I need to check the following details to assist you better:

1. What is the resolution on your display?
2. Is the magnifier enabled in the accessibility settings?
3. Also, one other thing to check would be the orientation of the monitor (settings) is set to the landscape rather than portrait.

Thanks, I'll watch for your reply!

Cheers 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[TanelK]

My resolution is 2560 x 1440
The magnifier is not enabled
Orientation is set to landscape

As I showed in the above pictures - there is no problem with the dialog box related to other HP printer.

Best regards,
Tanel

[Dvortex]

Hello, @TanelK

Thanks for the information. 

I'll let you know the next step once I have an update from the engineering team.

Thanks & Have a great day 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!