HP Envy 4500 will print 8x10 but not 5x7 on a mac.

[LVMPhoto]

HI, I have a Mac, using MAC OS HIgh Sierra 10.13.6.  The printer is an HP Envy 4500.  The printer will print 8x10 but not 5x7 or 4x6.  A hard reset did not work.  We followed the previously-posted solution that was successful for the person using Windows, but it did not work for me.  I see that a special download of drivers solved the other poster's problem, but I am using a Mac (10.13.6) and the driver link is for Windows systems.  How can I get Mac drivers that fix this issue?

[Kumar0307]

@LVMPhoto, Welcome to the HP Support Community!

Which application are you trying to print from?

Update the printer firmware

Click here to download and install the latest firmware from your MAC.

Click here to know different methods of updating printer firmware.

Also, check for any software updates on MAC

Click here to know how.

Check the print settings on your MAC

Make sure the appropriate paper type and paper size are selected. Refer to this document.

If the above steps do not help, reinstall the printer using AirPrint driver

1.) Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.

2.) Check if your printer name displays in the Printers list, If your printer is listed, click the printer name, click the minus sign to delete the printer.

3.) If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button at the bottom of the list.

4.) Click the plus sign, click Add Printer or Scanner, click the printer name.

5.) Click the Use or Print Using menu, select AirPrint in the pop-up menu. Then click Add.

6.) Try to print.

Let me know how this goes.

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

[LVMPhoto]

I have performed the steps you mentioned. Before I sought tech support, I installed the latest drivers and firmware. I have deleted the printer and re-added it as AirPrint. The same error continues to happen: The printer can print plain 8x10 paper just fine. When I load 5x7 photo paper, it feeds it in, makes the noises as if it is printing, and then spits out a blank piece of paper. 

[Kumar0307]

@LVMPhoto

Thank you for the response.

Refer to this document to know how to print photos from a MAC. Make sure the appropriate Paper size and Paper type are selected.

Alternatively, follow the steps mentioned in this document and check if it prints fine.

Keep me posted.

[LVMPhoto]

I have verified that I am using the mac according to your instructions, and that the paper size and type have been checked correctly. I tested the printer using Photos instead of photoshop and it has the same error. 

If you refer to the beginning of this thread, you will notice that many of these same suggestions were offered to the previous poster, and that they didn't work. I recognize you have to eliminate obvious possible problems, but it appears to me that there is a known issue, that cannot be resolved with the steps you have offered me. The previous poster was offered a different driver. My question to you is this: Does a simpler driver exist for the Mac? The printer used to work and it appears that the latest update has introduced a bug causing it not to function.

[Kumar0307]

@LVMPhoto

There are two ways in which you can install the drivers for a MAC. You can either use the AirPrint driver or HP driver. Since you have already tried reinstalling the printer using AirPrint driver and the issue persists, you may try installing HP driver and check if that helps.

To download the latest driver from HP, click here

Alternatively, you may also use HP Smart to print.

Click here to download and know more about HP Smart app

Let me know how this goes.

[LVMPhoto]

I have tested the HP Smart app, and have encountered the exact same issue. I have verified through the HP Smart app that the firmware is up to date. Next, I deleted the printer in my preferences, used the HP Uninstall to remove all HP software on my computer, shut down the printer and the computer. After restart I downloaded the HP driver and installed it. The test page on letter size plain paper prints perfectly. When I attempt to print 5x7 glossy through photoshop, or any of the other programs, it acts like it is printing but spits out a blank page. 

[KrazyToad]

@LVMPhoto

Please try printing using custom size and let me know how it goes

Follow the instructions for Mac from this Link: https://support.hp.com/in-en/document/c03890386 and let me know how it goes

Thank you

[LVMPhoto]

I made a custom size of 4.95x6.95 and tried to print. I get the same error: it makes noises like it is printing but nothing is on the paper when it comes out.

[Kumar0307]

@LVMPhoto

Have you tried printing from any other device and check if it prints on a 5*7 paper?

Print a Printer status report to check the firmware version installed on the printer.

On the printer screen, scroll down to Tools > Printer Status report. Kindly attach the same on your next post.

Also, you may watch this video to know how to load the 5*7 paper into the printer.

Note: This video is not from HP and is from a third party channel that applies to HP Envy 4500.

Keep me posted for further assistance.