Printer Cutting off top of prints

[Marisa2015]

So for the longest time, I thought this issue I had was "normal". Like it was me not selecting the right settings for my paper to stop cutting off the top of the page. I've wasted so much ink and paper trying to find a workaround method. Kind of just got used to the printer doing this, so I'm constantly rolling the dice with my prints for my business. I love how my printer prints when it does work, but when it comes to printing specialty paper(holographic/glossy/hp photo paper) with my Cricut in Design Space or just through HPSMART, it goes haywire. Has anyone been able to find or FIX this actual error? Another crafter actually got his entire printer replaced, but I can not with my warranty expiring this year. IF there's anyone out there that KNOWS a way I can fix this, be it a driver or something physical(paper tray), please help? 

[Kumar0307]

@Marisa2015, Welcome to the HP Support Community! I’m here to help.

I understand you have issues with printing. To assist you better, does it print fine on regular paper?

If the issue is limited to special papers and printing from a specific application, it is not an issue with the printer.

Make sure you are using compatible media to print. You may refer to the paper-handling section on the product specifications page. 

Check if the media is correctly loaded - Loading paper, envelopes

Update the printer firmware

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

Click here to know different methods of updating printer firmware.

Do you have the full-featured printer driver installed on the computer? If yes, try printing using this driver and check if that helps.

Hope this helps! 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!

Have a great day! 

[Marisa2015]

Hello, thanks for the help. To answer your questions, Yes, it prints on regular copy paper correctly. 

It is a manufacturer error from what my friend was told, who had the same printer and he was luckily under warranty. I no longer am and I'm desperate for a resolution - other than buying a newer model(that i can't afford at the moment). If I print from the HP app directly, from photoshop, design space, and desktop print, the results are ALL the same sadly. I've used HP photo paper(multiple ones from HP), other glossy brands, and glossy sticker papers and it ONLY happens with these types of glossy anything. Matte sticker & plain copy paper do not have this issue. From what HP product specifications recommend for this printer, it shouldn't have this issue. My printers software & drivers are up to date. It's plugged into the wall directly as suggested by a tech, and I've done the plug-in reset. I'm curious though...with the replacements of the printer model I have, what is the actual issue? How can I fix it with the warranty out of date? When I spoke to two different HP support employees, one told me, if I had purchased the extended warranty, I wouldn't be able to replace my printer until after a month, and the other told me I'd have to FIX the issue before getting a replacement - even though I have no idea what it truly is, and I genuinely feel like you guys would know since under warranty HP replaces the printers & recognizes theirs an actual manufacturer error. What options do I have if I buy the extended warranty? Which warranty would replace my printer where I do not have this issue.  Thank you for hearing me out.

[Kumar0307]

@Marisa2015

An extended warranty does not cover an ongoing issue. The printer should be working fine for you to purchase an extended warranty. 

We can try to reset the printer to its factory settings and check if that helps.

I have sent you a private message with a set of instructions to perform a reset. Kindly check the same, this might help you to resolve this issue. Check next to your profile name, you should see a little blue envelope, please click on it.  

Let me know how it goes.

[Marisa2015 · Accepted solution]

I appreciate your help, and have tried the steps provided & then some...I've done this for an entire year hoping one day it would just function as it SHOULD, but as I was told by HP themselves, they've let me know I wouldn't be able to replace my printer with an existing issue with an extended warranty, EVENTHOUGH it is a MANUFACTURER MALFUNCTION from when I got it over a year ago and they are AWARE this problem exists for the mass amount of customers who have purchased this printer. I avoided printing anything glossy tbh, and didn't really need it until this year. I REGRET not having it replaced while I should have. I have a family, and most of my life last year was thrown upside down like the many affected by covid so I never got the chance to really print all the photos I wanted to to acknowledge how profoundly bad the paper feed/roller is tremendously flawed. I honestly thought it was a settings issue but it is NOT. Sorry for the rant, but I truly feel taken advantage of by a company I had stood by, and recommended for so long.

~~SO, If you are stumbling across my thread for answers and are in the same boat as me, no warranty/waiting on a replacement, and can't print glossy ANYTHING from a dang near $200 PRINTER and can't replace it at the moment. ***HERE'S MY HELP***. I DO recommend doing everything as far as HP recommends, so printer maintenance/align printhead/plug into the wall directly/ resetting & reinstalling ALL HP software too, but if you want it to just print the **bleep** things it should, the hack I found is this:

1. Get a piece of regular copy paper/printer paper & glossy photo/sticker paper/any special glossy material paper that your printer wont print correctly on

2. Fold a tiny amount of the copy paper over the glossy photo paper where it doesn't go farther into the photo print area (so the margin area)

3. USE MATTE tape to tape it down so it doesn't get jammed & trim any tape that sticks out farther than 8.5 " so it doesn't get jammed

4. USE double-sided tape to tape the rest of the copy paper to the back of the glossy photo/sticker paper to help the rollers grab the paper-even though it should.

5. Insert the glossy photo paper/sticker paper like normal and print. You DO NOT need to adjust the print preference setting, but I recommend using "Plain Paper, Thick" Or just "Plain Paper" and of course at "BEST" quality on printing.

If you wanna see a video of this process send me a message and I will link you to my TikTok video because there are MANY others who struggle with this SAME issue. Shame on you HP for taking advantage of people like me. It makes ZERO sense to offer a replacement to someone who is under warranty with this manufacturer malfunction, and NOT to someone WILLING to pay for an extended warranty with the same issue desperately needing it replaced. Do better. 

[Marisa2015]

I appreciate your help, and have tried the steps provided & then some...I've done this for an entire year hoping one day it would just function as it SHOULD, but as I was told by HP themselves, they've let me know I wouldn't be able to replace my printer with an existing issue with an extended warranty, EVENTHOUGH it is a MANUFACTURER MALFUNCTION from when I got it over a year ago and they are AWARE this problem exists for the mass amount of customers who have purchased this printer. I avoided printing anything glossy tbh, and didn't really need it until this year. I REGRET not having it replaced while I should have. I have a family, and most of my life last year was thrown upside down like the many affected by covid so I never got the chance to really print all the photos I wanted to to acknowledge how profoundly bad the paper feed/roller is tremendously flawed. I honestly thought it was a settings issue but it is NOT. Sorry for the rant, but I truly feel taken advantage of by a company I had stood by, and recommended for so long.

~~SO, If you are stumbling across my thread for answers and are in the same boat as me, no warranty/waiting on a replacement, and can't print glossy ANYTHING from a dang near $200 PRINTER and can't replace it at the moment. ***HERE'S MY HELP***. I DO recommend doing everything as far as HP recommends, so printer maintenance/align printhead/plug into the wall directly/ resetting & reinstalling ALL HP software too, but if you want it to just print the **bleep** things it should, the hack I found is this:

1. Get a piece of regular copy paper/printer paper & glossy photo/sticker paper/any special glossy material paper that your printer wont print correctly on

2. Fold a tiny amount of the copy paper over the glossy photo paper where it doesn't go farther into the photo print area (so the margin area)

3. USE MATTE tape to tape it down so it doesn't get jammed & trim any tape that sticks out father than 8.5 " so it doesn't get jammed

4. USE double-sided tape to tape the rest of the copy paper to the back of the glossy photo/sticker paper to help the rollers grab the paper-even though it should.

5. Insert the glossy photo paper/sticker paper like normal and print. You DO NOT need to adjust the print preference setting, but I recommend using "Plain Paper, Thick" Or just "Plain Paper" and of course at "BEST" quality on printing.

If you wanna see a video of this process send me a message and I will link you to my TikTok video because there are MANY others who struggle with this SAME issue. Shame on you HP for taking advantage of people like me. It makes ZERO sense to offer a replacement to someone who is under warranty with this manufacturer malfunction, and NOT to someone WILLING to pay for an extended warranty with the same issue desperately needing it replaced. Do better.