Printer will not recognize the 8.5x11 paper

[liz021]

I removed the 8.5x11 paper and printed several 5x7 pictures. I removed the 5x7 photo paper and reinstalled the 8.5x11 paper in the main tray. Printer will not recognize the 8.5x11 paper. I removed the paper and slid the paper guides back and forth and reinstalled the paper. No change in the problem. When I select "Copy" on the printer screen and go to settings, it displays "Tray and Paper Main Tray: 5x7" If I try to print from the computer and select 8.5x11 paper, the printer does not recognize that paper size and continues to display 5x7 paper.

[Riddle_Decipher]

@liz021

Thank you for joining HP Forums. 

I'll be glad to help you 🙂 

As I understand the printer isn't recognizing the 8.5x11 paper size,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

Do you get an error message on the screen?

Have you ensured the paper-handling matches the paper size? (Click here to verify the same)

While you respond to that, here's what you need to do:

If it had been working properly before but doesn't work anymore, please reinstall the drivers:

I recommend you delete the driver at the 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" and "/s") 

8.) 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 

Then, Click here to access the HP website, find the drivers compatible with your windows and install it.

If the issue persists, try printing using the custom sizes: Click here for details.

Keep me posted,

If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[liz021]

Hello, I don't receive an error message. Would you be able to provide instructions for a Mac? I have a MacBook pro. Thank you!

[Flower_Bud]

Hi @liz021,

It looks like you were interacting with @Riddle_Decipher, but he is out for the day & I'll be glad to help you out,

I'm the Flower_Bud & I'm at your service.

I understand your printer does not recognize 8.5x11 papers. As per specification, it does support the paper size.

Let's try these steps to resolve your issue: 

Hard Reset: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight (This is important) and then plug back the power cord to the printer.to a wall outlet without any surge protector or an extension cord
• Turn on the printer and wait till warm-up period finishes and the printer is idle.

Firmware update: Follow steps from the link.

If the issue still persists, I'm sending out a Private message with the reset instructions,

Please check your Private message icon on the upper right corner of your HP Forums profile

Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage