HP 7740 Wide format printer -- custom print size does NOT work

[ComputerMaestro]

I was very embarrassed with a customer's print job when it turned out my fancy HP printer (normally quite a nice machine) refused to recognize a custom paper size. If the paper size is not listed on the printer's drop down it refuses to print, even when I tap on "print anyway." Even when I select "custom." That is, to put it more cleanly, I can't get "custom size" to work. It simply says "paper size detected is smaller than paper size selected (custom)." (Which statement doesn't even make any logical sense, you might also notice.) The paper size I was trying to get it to print on is 8" x 6.5", basic gift card blank stock (fold it in half, you have a very nice card). Not listed. The standard solutions for adding a custom paper size show options on the printer option dialog boxes that do not appear on the real dialog boxes. No custom paper size can be created. 

It used to be VERY simple. you put in the paper and print and the printer does what it does, without trying to be papa-knows-best. Now there's not even an option to tell it that *I* know best, at least not one that works. In the Olden Days this would have worked. Now, fancy, super smart printer refuses to play the game any more. 

How come the software for this printer doesn't match the published version(s) of the software? Why does it refuse to  print even when I say "print anyway?" HP used to produce very professional software. 

By the way, latest firmware is in place. Latest printer package is in place on the workstation(s). No Joy in Mudville Tonight.  (Mighty HP has struck out.) Also, as title suggests, it is an HP OfficeJet Pro 7740 wide format, and it has always performed quite well, mechanically at least. Nice machine. But it's as if the software was never finished. 

This is very embarrassing for me as  a "professional" service provider to have to say "my printer is just won't accept this paper size." Makes me look like an amateur, instead of a 45+ year veteran of my industry. 

I don't actually expect an answer from HP (that's been my experience for some years now) -- though that would be most welcome -- but does any body have any advice that might actually a lead to a fix? Please don't quote the link to the standard HP "how to add custom paper size" article, which -- as I said above -- has no relationship to the software options on my screens. And, yes, I have uninstalled and reinstalled "the latest" version of printer package, which unfortunately is all I can find (unfortunately, because the matching software from 4 years ago would have worked just fine... as in fact it did).

Thank you for your attention and your help

-- Phil 

[Dragon-Fur]

@ComputerMaestro 

Edits / Updates - add section reference Custom Forms - Print Server Properties

I cannot tell from your description whether you have the Full Feature Software / full driver software installed.

Try / Consider

Recheck the printer software in Programs and Features.

If the software is not there - OR if the software appears to be installed and is not working,

Consider (re)loading the full driver software.

Why "full driver"?

Normally, the full driver printer software provides access to the features and options supported by the printer.

What else?

Ensure the printer is aware of the paper size / type of paper - check in the printer display and / or EWS.

Set / check paper size / type and set the printing preferences.

Will it work?

Whether any of this works depends on whether the selected custom paper size, the printer settings, and the printing preferences are fully supporting the paper options...  Add to that whether I have a clue as to what is going on in your situation.  It is entirely possible I've missed the point....

Details and Examples

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

Printer Software and Printer Application

Install either the HP Smart Application first OR install the Full Feature Software / full driver printer software first.

No wrong way - be sure to install both to have "full coverage" and access to your printer features.

The full driver printer software supports printing and scanning for Office documents, PDF, Photos (Images), and other print or scan software.  (Print Assistant and HP Scan)

HP Smart - Windows - provides scanning and printing for PDF and Photos / images with options in More Settings for Shortcuts and other settings.

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

>>> 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 / or 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. If the installation completes and then wants to loop around again, X out of the repeat menu / message to install again.
6. Full driver includes print and scan functions supported by your printer and provides the printer features on which other applications / software might depend.

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

HP Smart for Windows

HP Smart is an application available in the Microsoft Store

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.
  • 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 does the HP Smart app support?
•  FAQ examples: 
• Older versions of the HP Smart app no longer support the required login feature.
• Update the application to the latest version to access / use HP Smart

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

Custom Paper and Print Size

Note:

This information is primarily provided as an example to those reading.

Unwanted? Ignore this section

Custom Paper Size / Type is set / checked in more than one place.

First:  Load the paper as instructed in the User Guide for the printer.

Next, Alert the printer to the paper size / type.

Some printers do support selecting / setting / checking printer configurations using the Embedded Web Server (EWS).

If the printer supports the option, set the unlisted paper size as "Custom" (on printer display and / or in EWS).

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

Retain_Printing_Preferences_10

Next,

Depending on the printer model, the print operation, and which software you are using to view and submit the job to the printer, it might be necessary (or helpful) to create a Custom Paper Size form.

If the custom paper size form is fully supported, it might be added to the list of select-able paper sizes.

HP Document:

HP Printers - Creating Custom Paper Sizes

Method

Control Panel > icon view > Devices and Printers

Left-Click on your Printer one time to highlight

Left-Click Print Server Properties (along the top ribbon)

Tab Forms

AND / OR

Method

Control Panel > icon view > Devices and Printers

Right-Click on your Printer > (Select printer from drop down menu / list)

Printing Preferences > tab Paper/Quality > Custom

Custom_Paper_Size_Form_Examples_2

Edit - Updates

Custom Forms - Print Server Properties

Section might be "in progress" at this writing...

NOTE: Check the printer manual for information on how your printer creates / accesses Custom paper sizes.

Example - User Guide - Page 33 - Partial Excerpt

Windows 10: From the Windows Start menu, click All apps, select Windows System, and then click
Devices, select Devices and printers under Related settings menu. Select the printer name, and
select Print server properties .

For printer software that references "Print server properties"

In general, the information in the user manual will remain static.

It is possible that at some point the printer software might support ( or might be updated to use)  both the Print Server Properties method and the Custom form setup in Printing Services.

The two methods are not the same though they do serve a similar purpose.

Your printer might include both references / methods.

The list of forms included in Print Server Properties might include form sizes that your printer does not support. 

Be Aware: 

Do not damage or try to remove what appear to be unsupported form sizes - these might be used in programs other than the printer software.

Forms not supported by the printer can be selected from the list and then used as a "starting template" for "Create a new form". 

It is possible to edit and save a form without changing its name - be careful.

Custom forms intended to be used with the printer must adhere to the printer's custom size paper specifications.

Creating a form does not automatically mean the printer can accept or use that form.

Creating a custom form in Print Server Properties adds that form to the Custom form list in Printing Preferences.

Custom_Paper_Size_Form_Card_Example_1

Original content continues

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

Set the 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.
• Printing Preferences are available directly from the driver. 
• Printing Envelopes?  See NOTE

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” 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. 

Example - Printing Preferences - Shortcut - Everyday Printing

9025_Printing_Preferences_Everyday_3

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

References / Resources

Printer Specifications for HP OfficeJet Pro 7740 Wide Format All-in-One Printer (G5J38A)

Section Paper Handling

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 Printer Support 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

When the website support page opens, Select (as available) a Category > Topic > Subtopic

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

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"

[ComputerMaestro]

["Dragon-Fur"... cute. I like it.]

Thank you for the answer. Very detailed, and I am appreciative of the wealth of information. 

However, that doesn't do it.

-- Full software package installed, of course. Not driver-only. 

-- Smart app (misnamed) installed (though I hate going through the MSFT app store for anything). But it won't open "advanced" options under the printer (which apparently is how you get to EWS); says "not available" which leaves me wondering why the option is even listed, in that case. 

-- Smart app also can't get the status of the printer. Uninstall, reinstall, turn off / turn on / reboot... it insists the printer status is "unknown." Printer, by the way, prints just fine, as long as I don't try to do a custom paper size.

-- Scans, ok, too, though I ended up getting a 3rd party scanner package as the HP scanner software insists scanning is not supported. Must be another "smart" piece of software. 

-- The diagnose feature in the smart app fails to find the printer, so can't diagnose anything one way or the other, but if I then tell it to send a test page it prints just fine. Riddle me that one. "Can't find it and I'll print you a report on same printer telling you why not." Right... Uninstalling / rebooting / reinstalling did not fix that. Behavior remains.

Your screen capture on the printer options dlg shows a "custom paper size" button but there is no such thing in the dlg when I bring it up.

Any other suggestions? Do you know the going rate on medieval monks with quill pens?

-- Phil

[Dragon-Fur]

@ComputerMaestro 

You are welcome.

Well, it was an attempt, at least...

True - HP Smart is an application.  There are some in-born limitations.

HP Smart manages to do quite a bit but does not "do all" nor does it manage to be brilliant in some cases.  I don't use HP Smart for anything requiring much that is "custom" nor do I use it to run diagnostics. 

In my experience, diagnostics are of very limited value when trying to figure out How to do something.   Printer does not work at all - toss the diagnostics.  Everything else, use a more focused approach.  (Personal opinion)

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

EWS is something you can invoke from your browser.

Some browsers dislike opening the IP address for a printer - the browser security cannot make sense of the internal network call - some browsers freak out others let you go through, others make you "set an exception", or balk and scream about security.  Meh.  Use a different browser if the one you like won't cooperate.  I don't fight with browsers - I run two or three as a rule with different settings, tabs, security, and options.

EWS – Browser – Tray and Paper Management

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

Tab Settings > Preferences > Tray and Paper Management

Model Dependent:  Advanced section

Click Apply to save changes

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

You are right that you have to be able to get to that custom paper size.

What about duplex?  This might work at 6 /12 inches but is just as likely beyond the size limitation for two-sided.

8" x 6.5"

What if?

If the printer will accept the paper size and also the idea of printing this size paper in a "card format", then use something other than HP Smart to try and make that happen.

You can do that more easily if you can access the full printer dialog.

For example, if your content is in PDF format,

Open your PDf file in Adobe Reader DC

Click the print icon 

Set the options on the main print menu

Open Properties

Select your shortcut - try to access the dialog section in Paper / Quality (Custom)

Click OK to set options and to leave the Properties menu

Back on the main print menu, when ready click to Print.

Example - PDF - Adobe Reader DC - Print - Booklet

Booklet_Print_9025_PDF_3

Example - PDF - Adobe Reader DC - Main Print menu

PDF_Reader_Main_Menu_1

I will post back if I think of anything else.

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"

[ComputerMaestro]

I thank you for your time. 

The PDF solution is intriguing, and I'll work on it some more, but so far it doesn't get around the basic problem that the printer seems to pull out its measuring tape and notices that the paper in the try is simply not the size the print job was suggesting, even though it actually is. Even if it actually is the size the print job was suggesting (which it is), it's still not the size selected on the paper size drop down, even if that is "custom."  At which point the printer says "print job cancelled." The silly thing. Even if I hit "print anyway" it still cancels. 

Alas...

I just uninstalled and reinstalled the full package, freshly downloaded from the HP website. Full package, I say, but that "custom paper size" button still is just not there. No space where it ought to be, might have been, ever was... ever might have been. No such concept in this software-universe. I find that... disappointing.

Alack...

As for the quality of the software, it was better just a few years ago. Software is supposed to get continuously better, not continuously worse. HP's hardly the only one whose software quality is in serious trouble, though, and I have to admit that for the most part it performs brilliantly. But that's just me -- 45 year veteran computer programmer.

Again,

Thanks for your time and suggestions. 

If I run into a solution, I'll post it. I can't be the only one having this problem -- or maybe I am, how would I know? 🙂

-- Phil