A5 Paper Not Pulling Through Properly

[bpo369]

My printer prints absolutely fine in A4, but when printing in A5, it seems to start halfway down the page, or sometimes a quarter down the page. Tray is loaded fine, settings from MS Word are in A5, document was made in A5, printer settings are set to A5. Not sure what's going wrong here? Seems to be no pattern in how much is cropped either, I can get half a page, a quarter of a page, an inch or even just a cm or two chopped off of the top.

[bpo369]

Should also clarify: I have printed in A5 from this printer before with no issue. I have tried some troubleshooting in the meantime, being unnecessarily gentle when closing the paper tray, printing with one item in the paper tray and with multiple items, printing different documents.

[sandytechy20]

@bpo369

Welcome to the HP support community.

I understand that your printer is not picking up A5 size paper, follow these steps to fix the issue.

Clean the paper pick rollers

Clean the paper pick rollers on a printer where the paper tray is located on the bottom.

1. Turn off the printer.

2. Wait until the printer is idle and silent, and then disconnect the power cord and any cables from the rear of the printer.

3. Remove the paper stack from the input tray.

4. Lift the printer and place it on its side or back.

5. Pull out the paper tray, and then locate the gray paper pick rollers.

   

6. Lightly dampen a cotton swab with water, and then squeeze it to remove any excess water.

7. Clean the rollers with the swab, rotating the rollers with your fingers to completely clean them.

8. Allow the rollers to dry for two minutes.

9. Set the printer upright.

10. Reconnect the power cord, and then turn on the printer.

Update the printer firmware

Here are the steps:- Click here

Follow the steps mentioned in this HP document for more assistance:- Click here

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[bpo369]

Hello! Thanks for the reply, I really appreciate it! Unfortunately, neither of these worked. I'm up to date with drivers and firmware, and when I checked the internal aspects of the printer as shown below, mine looked completely different. I did have a look and tried to gently clean what rollers I could find, but it's still printing wrong. Any other suggestions?

[sandytechy20]

@bpo369

This seems to be a hardware issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.