9720e won't print on A3

[Dave_W64]

We bought our 9720e new earlier this year, and have successfully printed both A4 and A3 images, but this last week I find we can't print on A3. The printer does not recognise that we have A3 paper loaded, but insists that the paper is too small for the image, and cancels the job.

I've uninstalled all HP software, and scrubbed any traces from the hard drive, reinstalled HP Smart and Full Webpack, and even tried installing the drivers on their own, but nothing works. If this can't be sorted, it'll have to go back, and yes, I have tried everything

[Max3Aj]

@Dave_W64, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 
 

The HP OfficeJet Pro 9720e can be picky with A3 printing sometimes, especially after updates or paper sensor glitches.
From what you've described — clean uninstall, reinstall of HP Smart and the Full Webpack drivers, driver-only installs — you’ve done the right moves already.

Since it used to print A3 and now won't recognize A3 loaded, here’s what's likely going wrong and what to try next:

Paper Source Mismatch (Printer Settings vs. Driver Settings)

• Even if you load A3 physically, the printer and the driver must match what you load.
• In HP Smart or in the printer driver, force paper settings manually:
  • Set Tray 1 as A3 manually (not "Automatic").
  • Make sure "Paper Type" is Plain Paper and not "Automatic" or "Any Type."
• Also on the printer's touchscreen:
  • When you load A3, the printer should ask you to confirm paper size/type.
  • If it doesn’t prompt you: go to Settings > Paper Handling > Tray 1 > Set to A3 manually.

Update Firmware Manually

Even if HP Smart says firmware is "up to date," manually update using the HP Firmware page for 9720e.

Print from Another App (Direct Bypass)

Sometimes the print pipeline via HP Smart or even Windows can glitch.

• Open Adobe Reader or Word, or even Photoshop if you have it.
• Try printing a simple A3 PDF.
• In Print Settings → force paper size to A3 → Scale to Fit → Bypass driver defaults.

If this works, it's definitely a driver-layer mismatch and not a printer hardware issue.

Reset Printer to Factory Defaults

Because it used to work and now doesn't, it's possible the internal paper size detection settings are corrupted.

• On printer screen:
  Settings → Printer Maintenance → Restore Factory Defaults
• Then reconnect using only HP Smart OR manual driver install (not both at once).

Hardware Check (Paper Sensors)

Rare but possible:

• If the A3 paper sensor (inside Tray 1) is dusty or misaligned, it might misreport loaded paper size.
• Try:
  • Remove all paper.
  • Gently blow compressed air into the paper tray area (especially at the back where the width guides are).
  • Reload A3 → firmly push tray in → watch for paper size prompt. 

I hope this helps. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support 

[Dave_W64]

Hi Max....I've tried all this, deleted, scrubbed any traces, deleted the printer in printer properties, changed from A4 to A3 wherever I could, printed from Adobe and Photoshop, reinstalled all software...nothing works.

The printer worked fine on 21st March when we last printed A3, when it was running firmware  6.23.2.13

The firmware was automatically updated on 17th April to 6.23.5.3, Now A3 will not print, so to me (as an ex. IT professional) the smoking gun is the firmware update

I've attempted to revert to the previous firmware, but not able to do so, probably because I'm enrolled in your ink programme.

I can't check that the firmware is correct as there is no download of the current firmware available on downloads....so, I'm stuck, and very unhappy.

Suggestions? If this can't be sorted, I will return the printer to my supplier and buy an Epson or Brother

[Max3Aj]

@Dave_W64, Thank you for your response. 

I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Max3Aj

HP Support