Cannot print on A3

[Hamiemu]

I have recently purchased an HP OfficeJet Pro 7740 All-in-One.  The problem is that I cannot make the printer print on A3, no matter how much I tried different things, e.g: YouTube Videos tutorials; HP Manual for the product that I downloaded; Home Screen set-up for Tray 1 and 2.  Had a quick look and I noticed that others had the similar problem.  Perhaps someone can let me know how to fix this issue - thank you for your attention.

[Dragon-Fur]

@Hamiemu 

Welcome to the HP Community Forum.

If you have not done so,

Install the Full Feature Software / full driver printer software

OR

If the full driver printer software is already installed,

Verify you have selected the printer / driver in Printer Properties and within the software / application you are using to view and submit the job to the printer.

For example, select the printer driver and not the IPP / Class driver.

Not covered here but we can discuss if you are using it:  HP Smart Printing GUI / driver interface.

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Printer Software

Method - Use the Easy Start Software to Install HP Smart and / or the Full Feature / Full Driver Software

Installation Package - Information and Download / Save

HP Easy Start Printer Setup Software 

Easy Start can be used to install your printer software and / or the HP Smart application.

If you would like to do so,

If the HP Smart Application is (already) Uninstalled, Get a new copy of the application from the Microsoft Store

If you want to install the full driver printer software, choose the "Full Software and Drivers" option during the installation procedure.

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).
• Easy_Start_Full_Driver_2

• 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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NOTES

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Preparation > Check / enable the printer as the “Default Printer”

Settings > Devices > Printers and scanners

UNCHECK (clear box) Let Windows manage my default printer

Select (Left-Click) your printer from the list of printers > Manage > Set as Default

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Printer Properties

Example - Printer Properties > Advanced > Driver list > Select

Printer_Properties_Advanced_Driver_List_1

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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 OfficeJet Pro 7740 Wide Format All-in-One Printer series 

Thank you for participating in the HP Community.

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"

[Hamiemu]

Hi Dragon-Fur and thank you for your response.  I must admit that I am definitely not very well versed in computers.  I tried to find out whether the Full Feature Software you mentioned is installed, but could not find how I can check.  What I can tell you is, that 'under Printers and Scanners' there are two items mentioned:  HP OfficeJetPro7740 series which is showing 'Driver is unavailable', and HP(+6digit number/not sure whether this is the code which is not supposed to be shown) HPOfficeJetPro7740series) App available for this device.

I tried to check about the driver is unavailable, and the system told me it made some changes and I need to restart the computer, which I did = HP OfficeJetPro7740 series was still showing 'Driver is unavailable'.

Can you please let me know how I have two items mentioned above referring to the same printer ?  And how can I check what driver is installed for my printer ?  Thank you for your time and patience.

[Dragon-Fur]

@Hamiemu 

From your description, it sounds like the printer software is not installed -- or, perhaps is partly installed and stuck.

The following might help -- whether it does so depends on the reason for the "sticky bits".

If the printer is accepted on the network...

• Uninstall any printer software from Control Panel > icon view > Programs and Features
• Restart the computer and sign in.
• Add the steps described in the "Check and Remove" section to remove any extra pieces of printer software still lurking in the computer.
• If any changes are made, that is, you remove anything, Restart the computer and sign in.
• Install a fresh copy of the Full Feature Software

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

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

The driver includes HP Scan – HP Scan supports scanning / saving / printing your scan content.

Preparation

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.

Make sure your VPN is switched Off when installing the HP Smart application or the printer software.

Printer Software Check - Is the full driver printer software installed?

Notes

When the full driver printer software is installed,

Find the printer software listed in Control Panel > icon view > Programs and Features.

The installation of the full printer software adds 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.
• Where supported, when installed as part of the HP Smart application, HP Smart Printing is a modern style print driver that supports printing for Images and Documents.

Programs_and_Features_Printer_Desktop_Icons_9

Next...

If… Installed  Software is out of date or is not working

NOTE:  If the printer software shows installed but is not working as expected, remove and reload the software.

NOTE:  Windows 11

Windows Start > Search for Control Panel and open

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

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

Check and Remove Section

Reminders

After all checks > If any changes are made > Restart the computer and log in

Can't stand it?  Do the first one and ignore the others - see how it goes

Check / Remove - Printer Drivers – Lurking in Devices and Printers

Control Panel > icon view > Devices and Printers

Left-Click on any unwanted Printer found in the Printers list

(Top Ribbon) Click Print Server Properties > tab Drivers

Select each unwanted entry > Remove > OK to exit menu

Back in Devices and Printers > Right-Click on the printer > Remove Device

Check / Remove – Printer folder/files in C:\ ProgramData

Open File Explorer > Navigate to C:\ProgramData > Open folder Hewlett Packard

Delete any Printer related folders / files

Check / Remove - Printer Software – Lurking in the Device Manager

Control Panel > icon view > Device Manager

Expand category Printers

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Expand category Imaging Devices

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Check / Remove  - Printer Software – Lurking in the User Account

Clear HP / files in Temp folder

Windows key + X + R (Run command) > type %temp%

Delete the files in the Temp folder (Ignore files that cannot be removed)

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\HP

Remove / Delete any folder named for the printer you wish to remove

Manual Queue Reset

Optional – Add this procedure if there are continuing issues…

Windows 10 / Windows 11

Windows Start > Search for “Services”

Optionally Right-Click and Pin to Start / Taskbar > Open Services App

Windows 10

Control Panel > icon view > Administrative Tools > Services

Next,

Scroll down, find, Right-Click, and Stop Print Spooler Service

Open File Explorer (formally Windows Explorer)

Navigate to the folder and Delete any files found in folder C:\Windows\System32\spool\PRINTERS

Start Print Spooler Service

End Check and Remove Section

After all checks are completed > Restart the computer and log in

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

Next,

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

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.

=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+

Printer Software

Method - Use the Easy Start Software to Install HP Smart and / or the Full Feature / Full Driver Software

Installation Package - Information and Download / Save

HP Easy Start Printer Setup Software 

Easy Start can be used to install your printer software and / or the HP Smart application.

If you would like to do so,

If the HP Smart Application is (already) Uninstalled, Get a new copy of the application from the Microsoft Store

If you want to install the full driver printer software, choose the "Full Software and Drivers" option during the installation procedure.

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).
• Easy_Start_Full_Driver_2

• 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”

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

NOTES

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Preparation > Check / enable the printer as the “Default Printer”

Settings > Devices > Printers and scanners

UNCHECK (clear box) Let Windows manage my default printer

Select (Left-Click) your printer from the list of printers > Manage > Set as Default

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[Hamiemu]

I tried downloading the 'Full Feature Software' from the Microsoft Store, but when I click open there is no option 'Full Feature Software & Drivers' in the Microsoft Store.  I had not been able to print on A3 since I bought my HP OfficeJet Pro 7740 in July last, so the printer is still under warranty.  If there is actually a solution to my problem, can you please try and make it simple for me to understand - I am sure you are an expert in this field, but I am not, and I need to know how I am going to resolve this with some simple instructions.  Thank you.

[Hamiemu]

I managed to download and install the HP OfficeJet Pro7740 Series Basic Device Software (Version 40.16.1234.2248) and it seemed to have solved the problem, as I printed my first A3 print-out.  Thank you for your input in this as it has been helpful anyway.  We can now close this topic - thanks and kindest regards.

[Dragon-Fur · Accepted solution]

@Hamiemu 

You are welcome.

Indeed, installing the full driver (not from the Microsoft Store) is the solution.

I will check my notes to make sure the distinction is clear.

Yes, the way it is structured now, there are both "app" and "software"  - it can be confusing.

Happy Printing.

Thank you for participating in the HP Community.

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"