Getting a false papersize message

[Harry_L]

Hi There! 

We have a HP Envy Photo 7830 and having an issue with printing photos. 

We put some 4x6 inch paper in it, but the printer doesn't recognize is or doesn't feed the paper and the printer is asking for paper.

When he gets the paper, we get an error that we have to put 5x7 inch paper in it, so we tried to put that paper in it, still the same error.

Normal printing @ A4 size doesn't have issues.

First we thougt it was the printer that was broken, so we send it in for repair, got an replacement printer. But the problem is still there.

We also tried to set the papersize trough the webinterface on 4x6 inch... But that also doesn't solve the issue.

When we print through the HP Smart app on our mobile (android) device, we get a error that there is no paper. (we manually change the settings to the right format etc...)

Does someone has a tip/idea? 

[Dragon-Fur]

@Harry_L 

I doubt I can add anything you've not already tried.

In general, two different printers would not exhibit the same type of hardware problem.

The same hardware affliction on different printers is not  impossible - just statistically less likely than other causes.

The usual solutions - perhaps including those you have already tried...

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Printer Maintenance - Mechanics

Less likely a source of the issue when the same issue manifests on two separate printers.

Worth checking...

 An 'Out of Paper' error displays, printer does not pick paper

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Restart the printer

Restarting the printer might resolve any connectivity error states.

1. With the printer turned on, disconnect the power cord from the printer.
2. Unplug the power cord from the power source.
3. Wait 60 seconds.
4. Reconnect the power cord to a wall outlet and to the printer.

   note:

   HP recommends plugging the printer directly into a wall outlet.

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Check Specifications 

Photo Paper - quality, type, weight, size

Product Specifications for the HP ENVY Photo 7830 All-in-One Printer (Y0G50B)

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Printer needs the paper reloaded

Reminder:  Load 5x7 paper into the main tray and not the photo tray

Reference >> HP ENVY Photo 7800 All-in-One Printer series >  User Guide

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Tray and Paper Management

Printer is not aware of the paper size / type - Tray and Paper Management

Reminder: 

HP Smart Mobile > Paper Size & Type must be adjusted before the content is opened for print.

EWS_9025_Preferences_Tray_and_Paper_Management_All_8

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Printer Connection Type

Connection type is less likely the cause - offered "in case" and FYI

Method - Create TCP IP port

TCP/IP can resolve odd connection, scanning, and installation problems.

Create / Switch to a TCP/IP Port to facilitate communication and prevent ‘offline’ issues

How-to “Create TCP Port” Contributed by  greenturtle:

Find the printer's IPv4 address

Print a Configuration Page

OR

Tap on the wireless icon on the Front panel of your Printer to get the IP address

Control Panel, from Devices and Printers

Right-Click the printer and Left-Click Printer Properties

Tab Ports

Click Add Port

Select Standard TCP/IP Port

Select New Port and follow the instructions

Type in the correct IP address for the printer

How-to “Create TCP Port” Video Contributed by  greenturtle
Create & Use TCP IP port

Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port within the Ports tab (in Printer Properties)

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Printer Software

This is actually the first solution when the mechanics are not the source of the problem and the paper is properly supported and selected.

Uninstall printer software from Programs and Features

Restart computer

Install fresh copy of the full driver printer software.

Full Feature Software - Installation Package - Information and Download

HP Easy Start Printer Setup Software 

Uninstall Existing Printer Software (Full Feature Software)

Uninstall HP printer software and drivers

Control Panel > icon view > Programs and Features >

Find / Select > Uninstall the printer software

Restart the computer and sign  in

Reminder: 

Windows > Uninstall HP printer software > Restart.

Next,

Open Control Panel > icon view > Devices and Printers

Check > If the printer is found, Right-Click and Remove the printer

If you have to "remove" the printer, next:  Restart the computer and sign in

NOTE:  If software will not uninstall, appears to be removed and is “still hanging around” after you uninstall / Restart...

Microsoft:  Fix problems that block programs from being installed or removed

OR

Revo Uninstaller (Free version)

then

Restart the computer and sign in

Basic Instructions - Install the Full Feature Software / Full Driver printer software

Preparation

• If the printer software is still / already installed, Uninstall the printer software  from Control Panel > icon view > Programs and Features > Restart the computer and log in – Reference Uninstall HP printer software and drivers

After the printer software is uninstalled, check that the printer is not still lurking in Devices and Printers. 

 If the printer is listed, Right-Click on the printer and "Remove" > Restart the computer and sign in.

• If using VPN, shut it off to install software.  NOTE >> If you don’t know what this is, you are not using a VPN – ignore this part.

• Reminder:  If using USB cable between printer and computer, disconnect the cable before installing software.  Later... Connect the cable when instructed (near the end of the installation procedure).

• Observation:  It is possible (assuming your Wireless Network is stable) that using a Wireless connection to install the printer software might work better than using an Ethernet Connection.   Personal choice - the Wireless connection method is recommended when you face insurmountable issues installing the software.

Installation

• Download and Save the Full Feature Software installation package or the Easy Start Software
• Open File Explorer
• Navigate to the folder in which you saved the installation file  (likely Downloads)
• Right-Click on the installation package and “Run as Administrator”
• After the software is installed, Restart the computer and log in

If using Easy Start

• Skip any extra software / offers you do not want – Wording varies as does the number of times you have to “skip” or opt-out of various options.
• When asked, opt for "Full Software and Drivers" (exact wording might vary).
• If, after the Full Software and Drivers option is selected, the installation terminates (suddenly stops and disappears – never comes back): Open your Downloads folder > Look for and Right-Click on the full Web installation package and “Run as Administrator”

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HP Printer Home Page - References and Resources – Learn about your Printer  - Solve Problems

 “Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), Supplies, and more

Open

HP ENVY Photo 7830 All-in-One Printer 

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[Harry_L]

I tried all of this, but the printer is still giving the errors. 

The werid thing is, I printed correctly before with the same paper,