HP OfficeJet Pro 9730 not printing to A3 tray from Windows

[Nemesis777]

I have a HP OfficeJet Pro 9730 I have setup at a client's temporary office.  I have installed the latest full drivers that install HP universal drivers on the various Windows computers, where I can setup the printers as A4 - HP OfficeJet Pro 9730, A3 - HP OfficeJet Pro 9730 and Draft Black - HP OfficeJet Pro 9730, I configure each printer with appropriate settings in advanced and general tabs of the printer properties. 

My problem is that when I print to A3 printer from an Excel or PDF document where the document is A3, it tells me invalid paper size and prints using tray 1 only after pressing continue.  Changing the printer properties so that there is only an tray 2 with A3 paper and the default paper is sourced from tray 2 and is set as A3, still prints to A4 from Tray 1. 

When however I print from a Mac, everything prints perfectly of A3 or A4 paper.  What I noted is that when I go into the printers IP, go into the printer setting on the left and choose printer defaults and changed the paper size from A4 to custom, everything started to work as it should.  Why is this HP?  When the paper size is being sent from the source documents on a Windows computer only, why is the printer overwriting this with it's own default settings. 

Hopefully this solution will be helpful since I didn't find any answers online other than install full drivers after uninstalling or using HP smart app in the Microsoft store.

[Irfan_06]

Hi @Nemesis777,

Welcome to the HP Support Community.

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

I see that you are facing an issue with printing on A3 media on your printer.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support