5x7 printing cuts off

[Carol1727]

I have a smart tank 7602 and was printing on 5x7 cardstock just fine. Then I added more paper from a different paper manufacturer and now it cuts off. I even put the original paper back, reset factory defaults, etc. and it is still doing  it. I noticed A LOT of people complaining about this. Please don't give me the standard message about making sure my paper is aligned correctly and my printer settings are set up. I've been in the printing industry for 20  years. Don't insult me. If there is a legitimate workaround please let me know as it seems to be a factory defect!

[Kuroi_Kenshi]

Hi @Carol1727,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding printing issues on 5x7 cardstock with the HP Smart Tank 7602!

We're thrilled to have the opportunity to assist you and provide a solution.

Try these steps:

Printer Firmware Update: Ensure your printer's firmware is up-to-date. Firmware updates often address such printing issues.

Software Compatibility: Check if there are any updates available for the software application you are using to print. Sometimes compatibility issues arise from outdated software.

Driver Settings: The print drivers might sometimes default to certain settings based on the type of paper loaded. Checking that your driver settings match the exact specifications for 5x7 cardstock can be crucial. Ensure in the print properties that the paper size is correctly set to 5x7.

Custom Paper Size Adjustment: Sometimes, setting a custom size within your print settings can solve discrepancies. This requires manually setting dimensions in your printer driver.

Margin Adjustments: If the printer's default margins are causing the cutoff, adjusting the print margins might help. You can do this from the printer's properties menu in the print settings.

Media Recognition: HP printers sometimes need media type settings to be adjusted. If your cardstock differs slightly in texture or thickness from previous batches, confirming the media type set in the printer could help.

Factory Hardware Reset: Although you mentioned you have already done a factory reset, consider performing another full reset of all printer settings including hardware settings. Sometimes issues can persist if certain hardware settings remain unchanged.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Carol1727]

This is a brand new printer but I did try and upgrade the firmware and it said it was up to date. I updated the hp smart app on both my iPad and my iPhone and printed from both but still having the issue. It is rather frustrating that the media type in the hp smart app is showing photo and I cannot change it even though when I load the paper I set presentation matte. I’ve even tried setting the printer tray paper type to photo so both the iPad and printer match (even though I have matte card stock loaded). Doesn’t make sense why the app is not picking up the paper type that is loaded. And yes my phone and iPad are both connected to the same Wi-Fi as my printer. I think the problem is the paper isn’t feeding properly. It is cutting off because it is printing above where the paper starts. Many people are complaining about this specifically with 5x7 paper. 

[Carol1727]

When I print using 4x6 photo paper it works. The problem is the 5x7 card stock (I’ve tried on two different brands). This is touted as a photo quality printer and I purposely bought it to print on card stock for brochures and invitations. It worked for the first 5 or 6 prints and then the shifting started. Such a waste of money. 

[Kuroi_Kenshi]

Hi @Carol1727,

Thank you for taking the time to explain everything you’ve tried and for sharing your background in the printing industry. I completely understand why generic alignment and settings advice aren’t helpful here.

Given your description, this appears to be less about user configuration and more about how the printer is detecting and feeding 5x7 cardstock. Since you’ve confirmed that 4x6 prints feed correctly but 5x7 starts printing too far down (or “above” the starting point), it strongly suggests a media sensing or feed calibration issue that’s specific to this size/media combination.

Let’s try some deeper checks that sometimes correct feed position issues for non-standard media:

1. Clean & Calibrate the Paper Feed Rollers

From the printer control panel:
Menu → Settings → Printer Maintenance → Clean Paper Feed Rollers.
Run this process twice with plain paper, then again with the 5x7 cardstock.

This forces the printer to relearn the feed grip timing, which can drift slightly after different media types are used.

2. Manually Set Paper Size & Type in Embedded Web Server (EWS)

The HP Smart app can sometimes override or fail to send the correct paper type info for 5x7.

Find your printer’s IP address from the printer control panel.

Enter it into your web browser to open the EWS.

Go to Settings → Preferences → Tray and Paper Management.

Manually set the tray size to 5x7 (127x178 mm) and media type to Cardstock or Matte.
This locks the printer into expecting that media type, bypassing some auto-sensing behavior.

3. Try Printing from HP Print for Windows/Mac Instead of HP Smart App

If possible, test a 5x7 print from a full desktop driver where you can explicitly control:

Paper size = 5x7

Paper source = Main Tray

Media type = Cardstock/Matte

Disable “borderless” mode. If enabled, it can sometimes shift the print start position on heavier media.

4. Perform a Full Printer Calibration

From the printer menu:
Settings → Printer Maintenance → Align Printhead.
Make sure to load the same 5x7 cardstock you plan to use so the alignment calibration is based on that media.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Carol1727]

Clean paper feed rollers

Menu → Settings → Printer Maintenance → Clean Paper Feed Rollers.

I don’t have this option. I did find a Maintenance section under Tools but there is no option for cleaning paper feed rollers. I did not see this option in EWS either. I had previously tried cleaning the print rollers with rubbing alcohol but that didn’t do anything.

Manually set paper size in EWS

I had previously tried that. The paper management in EWS often gives a generic error but when it does work, it defaults to letter (even though the printer has it set to 5x7). I change it in EWS and it accepts it but the next time I go back in it says letter again.

Print from HP Print

I don't know what HP Print is and can't find it from your web site. Please provide a link. I have tried printing from HP Smart on my Windows laptop and several Windows applications using standard File >Print and the same thing happens (I of course make sure the paper size is set properly). What's frustrating is from HP Smart (on Windows and Apple devices) and from the Windows Print Driver there are only 4 paper type options and none of them are cardstock, specialty paper, brochure, etc. that is available on the printer itself.

Perform printer Callibration

I had also tried that previously and it didn't work. I tried alignment again with 5x7 paper and it gives an error. I think the alignment tool requires Letter paper be loaded.

I've come to the conclusion that this printer does not handle thick card stock or thick photo paper. I have thinner card stock and it too sometimes shifts but it also sometimes works. This is unfortunate as I spent quite a bit of money and can't use it for my intended use. Maybe a future firmware upgrade will fix this issue but I doubt it as I don't think it is a printer software issue but a hardware issue. You can see a lot of people complaining about this using 5x7. These printers should not be marketed as a photo quality printer if you can only print on thin paper. Geez.

[Kuroi_Kenshi]

Hi @Carol1727,

We understand how important it is to have your device functioning properly, and we're here to assist you.​

To ensure your device receives the appropriate care, we recommend visiting an authorized HP service center. Our certified technicians can provide a thorough diagnosis and offer the best solutions to address the issue.​

You can locate the nearest HP service center using our Service Center Locator:​

🔗 HP Service Center Locator

If you need further assistance or have any questions, please don't hesitate to contact us.​

Best Regards,