My envy 6620 recognize 10x15 cm photo paper as 13x18 cm

[tjeppsson]

When I try to print a photo, the  printer doesn't recognise the correct format of paper.

I feed10x15 cm and it auto selects 13x18 cm format and I can't chose another.

the result is a print that doesn't fit the paper.

SN: [Personal Information Removed]

has anybody else had this problem?

[Dragon-Fur]

@tjeppsson 

Welcome to the HP Community.

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@tjeppsson wrote:
Operating System: Microsoft Windows 10 (32-bit)
Printer:  ?

When I try to print a photo, the  printer doesn't recognise the correct format of paper.

I feed10x15 cm and it auto selects 13x18 cm format and I can't chose another.

the result is a print that doesn't fit the paper.

SN: [Personal Information Removed]

has anybody else had this problem?

---

No printer model found "Envy 6620"

General Information

The printer might not be aware of the paper loaded in the tray.

If the printer includes a printer display panel, load the paper and check the display for a message to check / change the paper size / paper type.

If the printer does not include a printer display panel, use the Embedded Web Server (EWS) to check / change the paper size / paper type (Tray and Paper Management).

Example - Retain / Modify / Check Paper Size / Paper Type - Tray and Paper Management

Retain_Printing_Preferences_9

======================================================================================

What else?

In most every case where the software is available, always install the Full Driver software for the printer.

>>> Check / Install the Full Feature Software / full driver printer software

The full driver provides the foundation on which other programs and printing software depend.

Preparation - Install Full Driver Printer Software

If you have not done so,

In addition to the HP Smart application,

Install the Full Feature Software / full driver printer software for the printer.

HP Smart and other print software / applications benefit from having the full driver installed.

Printer Software Check

Notes

If the full driver printer software is installed, you will see the printer listed in Control Panel > icon view > Programs and Features.

The installation of the printer software adds two shortcut icons to the Desktop.

The Printer Assistant is named for the printer and provides access to Print , Scan , and Tools

HP Scan is named for itself and provides a direct call to the HP Scan software.

Programs_and_Features_Printer_Desktop_Icons_4

Next...

Printer software not installed - OR - (still) installed but not working?

NOTE:  If the printer software shows installed but is not working as expected,

Uninstall the printer software from Control Panel > icon view > Programs and Features

Restart the computer and log in

What if?

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 log in

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

Install a fresh copy of the Full Feature Software / Full Driver printer software

Restart the computer and log in

Method - Use the Easy Start Wrapper to Install the Full Feature / Full Driver Software

For printers that support the option,

Use the Easy Start wrapper to install and configure the printer software.

• Home Page - HP Easy Start 
• Open Category Software and Drivers 
• Topic: Software-Utility 
• Download-and-Save  the current version of the Easy Start wrapper to install your print software 
• If using USB:  Disconnect the USB cable between the printer and computer before installing the software.

• Right-Click on the downloaded package and "Run as Administrator" to start the installation

• When asked, Select to install the “Full Driver” / “Full Feature Software”
• If using USB:  Connect the cable when instructed to do so (near the end of the installation process).
• After the software is installed, Restart the computer and log in.

Notes >> Easy Start... The Journey

1. Full Administrator Rights are required to complete the HP Software installation.
2. About 2/3 of the way through the setup, you will be given the opportunity to select the software - select the "Full Driver" set (as opposed to the basic driver or other application).
3. You can skip / ignore suggestion(s) that you add the HP Account – you’ll need the account at some point, for now, you can skip this suggestion (as many times as it insists it’s a good idea) during the full driver software installation.
4. If you see it, you can skip / ignore suggestion(s) regarding Instant Ink subscription.  Instant Ink subscription is NOT mandatory.
5. Full driver includes print and scan functions supported by your printer and provides the printer features on which other applications / software might depend.

=================================================================================

What else?

Depending on which software / application you are using to view and submit the job,

Select the Source (Tray) as opposed to leaving the setup as "Automatic"

Example - HP Smart - Windows - Simple Photo Print - 4x6 inch - Border

HP_Smart_W10_Border_Print_4x6_2

=================================================================================

References / Resources

Adobe Reader DC – Install Whether You Use It or Not

If you have not done so,

Reinstall / Update your PDF Reader (Adobe Reader DC /Optional  Foxit Reader)

HINT:  Watch out for and UNCHECK unwanted extra software

NOTE:  Adobe Reader DC software can be installed even if you do not normally open / view / print PDF files directly from the Adobe Reader DC software.

HP Smart for Windows

HP Smart is an application available in the Microsoft Store

Learn how to use HP Smart on your Windows 10 computer.

Open the Software and Drivers Support Website for your printer > Check the Box Get the App

OR Open and Read >>> HP Printers - Using the HP Smart App (Windows 10)

NOTES: 

• Disconnect from Virtual Private Network (VPN) connection before downloading.
• Turn on Wi-Fi on your computer or mobile device and connect to your network. If the computer is connected to the network with an Ethernet cable, temporarily disconnect the cable and use the Wi-Fi connection during the setup.

• HP Smart requires that you sign into the application using your HP Account credentials.

• HP Smart benefits (likes) having the Full Feature Software / full driver printer software installed.  For example, full driver provides access to Shortcuts and Printing Preferences.

• Document includes the HP Smart application download links for Windows and Mobile devices, plus an FAQ section to assist with questions / issues.
  •  FAQ examples: 
    • What are the requirements to use the HP Smart app?
    • Which printers are compatible with the HP Smart app?
    • Why do I need to sign in or create an account to use the HP Smart app features?
    • Which languages do the HP Smart app support?
  • Older versions of the HP Smart app no longer support the login feature.
  • Update the application to the latest version to access / use HP Smart

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

 “Things that are your printer”

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), more

Open Product Home

Enter the type and name of your HP device

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The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

[tjeppsson · Accepted solution]

It was actually the position of the paper... it can be placed in the bottom of the cartrige - wich I found most logical, but the paper should be pushed upwards in the cartridge... so... ty for the reply 🙂

[Dragon-Fur]

@tjeppsson 

No worries.

Yes, normally placing the paper in the bottom of the tray is sufficient to let the rollers catch and pull the paper.

That said, printers are different - and what works is the important thing.

Smiling.

Happy Printing.

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thank You.

Question / Concern Answered, Click "Accept as Solution"