ENVY 6400e cutting off top of photos printed on photo paper but not if printed on plain paper

[Sayanah]

ENVY 6400e cutting off top of photos printed on photo paper but not if printed on plain paper. When I print full page or 8x10 photos on photo paper, no matter what I do it cuts off the top of the photo. I have wasted endless sheets of photo paper, following troubleshooting activities, tried various combinations of settings, started from different starting points, restarted printer, unplugged/plugged in printer, re-aligned printer - nothing has helped. As soon as I choose the paper to be photo paper, it will cut the top off the photo and start right from the top of the paper. If I print on plain paper, the photo size and placement are correct. So with photo paper, the printer overrides my settings for some reason and decides it's best to cut off the top, doesn't matter if portrait or landscape. Can anybody help please with advise? This should not be happening and has never happened with any other printers. Thanking in advance.

[Dragon-Fur]

@Sayanah 

Welcome to the HP User Community.

The printers in this series - seven models - support photo paper to 300 gsm.

The 8x10 photo paper is not specifically mentioned in the Specifications. 

Lack of specifics might not be the problem:  No where does it say you cannot use 8x10 photo paper.

Assuming the best and moving on...

Example Specifications

Product Specifications for the HP ENVY 6420e All-in-One Printer (223R4B)

Section Paper Handling

Media sizes supported (metric)	A4; A5; B5; DL; C6; A6
Media sizes supported (U.S. standard)	Letter, 4 x 6 in, 5 x 7 in, 8 x 10 in, No. 10 envelopes
Media sizes, custom (metric)	Simplex: 76.2 x 127 mm to 216 x 594 mm; Duplex: 76.2 x 127 mm to 216 x 594 mm
Media sizes, custom (U.S. standard)	Simplex: 3 x 5 to 8.5 x 14 in; Duplex: 3 x 5.5 to 8.5 x 12.2 in
Media types	Plain Paper; HP Photo Papers; HP Matte Brochure or Professional Paper; HP Matte Presentation Paper; HP Glossy Brochure or Professional Paper; Other Photo Inkjet Papers; Other Matte Inkjet Papers; Other Glossy Inkjet Papers; Plain Paper, Light/Recycled
Media weight supported (metric)	75 g/m²
Media weight supported (U.S. standard)	Letter: 16 to 24 lb; HP envelopes: 20 to 24 lb; HP cards: up to 53 lb; HP 4 x 6 inch photo paper: up to 80 lb
Borderless printing	Yes (up to 8.5 x 11 in, 210 x 297 mm)

From another model in the same series ( HP ENVY 6452e )

Media Size	Letter; A4; B5
Media Sizes Custom (imperial)	Simplex: 3 x 5 to 8.5 x 14 in; Duplex: 3 x 5.5 to 8.5 x 12.2 in
Media Sizes Custom (metric)	Simplex: 76.2 x 127 mm to 216 x 594 mm; Duplex: 76.2 x 127 mm to 216 x 594 mm
Media Types	Plain Paper; HP Photo Papers; HP Matte Brochure or Professional Paper; HP Matte Presentation Paper; HP Glossy Brochure or Professional Paper; Other Photo Inkjet Papers; Other Matte Inkjet Papers; Other Glossy Inkjet Papers; Plain Paper, Light/Recycled
Media Weight Recommended (imperial)	20 lb
Media Weight Recommended (metric)	75 g/m²
Media Weights Supported, By Paper Path (Imperial)	Letter: 16 to 24 lb; HP envelopes: 20 to 24 lb; HP cards: up to 53 lb; HP 4 x 6 inch photo paper: up to 80 lb
Media Weights Supported, By Paper Path (metric)	A4: 60 to 90 g/m²; HP envelopes: 75 to 90 g/m²; HP cards: up to 200 g/m²; HP 10 x 15 cm photo paper: up to 300 g/m²

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Ideas / How-to / Examples

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Load the paper according to the instructions in the User Guide - HP ENVY 6400e All-in-One series 

Pages 18-19

Photo paper is loaded print side down, narrow sides front and back (Step 3, page 18)

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Next

Alert the printer to the paper loaded in the tray.

Reminder

This printer lacks a printer control panel -

Use the Embedded Web Server (EWS) to check and configure the paper size / type.

EWS is available using your browser or from within the HP Smart application

Adjust / Edit / Modify Paper Size & Type

Open Printer Tray,

NOTE

If you are having trouble with getting the printer to accept (new) paper,

Remove the stack of paper from the tray

Lightly flex (do not fan) the paper to separate the single sheets

Re-stack together so the edges match along all sides

Return the paper to the tray

Wait a few seconds

Close Tray

Check / Adjust / Retain the Paper Size and Type at the Printer Display Panel

NOTE  This Section is not applicable to printers lacking a printer display panel.

Look for a message on the printer display panel.

Click Modify / Change / No-Yes (wording varies),

Select / Adjust the paper size and type, Click OK

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Paper Sizes

No Size in List?

If the size of the Paper Size is not in the Drop-down list,

If the printer supports the option,

Select Custom

Notes: 

• Not all printers support size “Custom”

• "Copy" dislikes mismatched content / paper size and type.  For example, select for Tray:  Standard sized "Letter" / "A4" plain paper

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Embedded Web Server (EWS)

EWS > HP Document / How-to

Use the HP printer Embedded Web Server (EWS)

NOTES

• EWS is available on many network connected printers.
• Laser Printers - Options and Settings - availability and location - are likely (and frequently) different.

If EWS is supported on your printer,

Use the Embedded Web Server (EWS) to view / configure your printer.

No Size?  If the size of the Paper Size is not included in the Drop-down list, Select Custom

Copy dislikes mismatched content / paper size and type.  If / As available,  Check / Update Copy settings  in EWS > Copy > Settings > Copy Defaults

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EWS – Browser

Open your favorite browser > type / enter Printer IP address into URL / Address bar

Tab Settings > Preferences > Tray and Paper Management

Model Dependent: 

• No Size > Select “Custom”  Note:  Not all printers support size “Custom”
• Advanced section > General Tray, Default Paper, Default Tray, Tray Lock

Click Apply to save changes

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EWS - HP Smart for Mobile - iOS / iPadOS / Android

Reminder: Tray and Paper settings must adjusted before opening the object to be printed.

Open HP Smart (for mobile)

Open Click on “Green Circle Check” on Printer Status icon

Scroll down to Preferences

Click, Tray and Paper

Model Dependent: 

• No Size > Select “Custom”    Note:  Not all printers support size “Custom”
• Advanced section > General Tray, Default Paper, Default Tray, Tray Lock

Click Apply to save changes

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EWS - HP Smart – Windows

Start HP Smart Application

Printer Settings

In section Settings > Advanced

Tab Settings > Preferences

Tray and Paper Management

Model Dependent: 

• No Size > Select “Custom”    Note:  Not all printers support size “Custom”

• Advanced section > General Tray, Default Paper, Default Tray, Tray Lock

Click Apply to save changes

Example - Retain / Modify (Edit) / Check Paper Size & Type - Tray and Paper Management

Retain_Printing_Preferences_13

Next,

The next steps are dependent on the software / application you are using to view and submit the job to the printer.

The methodology also depends (in part) in your having installed the Full Feature Software / Full Driver printer software.

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Custom Paper Size Form

For those reading -

If your printer supports Custom Paper sizes,

If your printer software does not list the paper size / type you want in the printer software,

Create a Custom Paper Size form.

Example - Create Custom Size Paper form

Custom_Paper_Size_Form_Examples_5

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Printing Preferences

Set Printing Preferences – Windows

NOTES

• This section is not applicable to Mobile Printing.
• Access to the complete Printer Preferences requires having installed the Full Driver printer software.
• The printer should be selected as the default and current printing device.
• Printing Preferences are available directly from the driver. 
• Printing Envelopes?  See NOTE
• “Settings” path to printer > See NOTE-2

Windows 10 / Windows 11

Windows key > Search for and open Control Panel

Control Panel > icon view > Devices and Printers

Right-Click on your printer > Printing Preferences

• When called from within printing software / applications, Printing Preferences might be called "Printer Properties" / "Shortcuts" / “More Settings” / “Properties” / "Printer Setup" or similar.

• No Size?  If the size of the Paper Size is not included in the Drop-down list, consider / try:  Create a Custom Paper Size Form.  Reference:  HP Printers - Creating Custom Paper Sizes

NOTE >> Word > Mailings > Envelopes  :: Preferences and Envelopes 

Select / leave Printing Preferences Shortcut to "Everyday Printing" or something equally benign. 

NOTE-2 >> Settings path to printer(s)

Windows 11

Settings > System > Bluetooth & devices > Printers and scanners

Check the list of devices – Select / Open Printer

Select Printing Preferences

Windows 10

Settings > Devices > Printers & scanners

Check the list of devices – Select / Open Printer

 Select Manage > Select Printing Preferences

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Create and Print

General Example - HP Smart - Windows - Simple Photo Print - A4

HP_Smart_W10_Print_Photo_A4_All_4

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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

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