HP OfficeJet Pro 9730e doesn't have all paper options on Tray 2

[JohnTipper]

I'm trying to set up the OfficeJet Pro 9730e printer to use A3 with "Other Glossy Inkjet Papers" on Tray 2

The printer won't allow me to select anything other than "Plain Paper" or "Letterhead"

On Tray 1, I have a full set of paper options to choose.

Why is this?

[Nal_NR]

Hi @JohnTipper,

Welcome to the HP Support Community. 

I'd be glad to help you! 

If your HP OfficeJet Pro 9730e Wide Format All-in-One Printer is not allowing you to select "Other Glossy Inkjet Papers" on Tray 2, follow these troubleshooting steps to resolve the issue:

Check Paper Type and Size in Tray 2:

• Ensure that A3 paper is properly loaded in Tray 2, and verify that the paper type matches the one you want to select (glossy inkjet paper).
• If the printer detects the wrong paper size or type, it may limit your options. Remove and reload the paper, ensuring that the paper guides are properly aligned to the A3 size.

Printer Settings in Control Panel:

• Go to the printer's control panel.
• Select Tray Management or Paper Handling and manually set the paper type for Tray 2 to A3 and check for any available glossy paper options.
• If "Glossy Inkjet" does not appear, you may need to change the default settings for that tray.

Update Printer Firmware:

• Ensure your printer’s firmware is up to date. Sometimes, outdated firmware may limit paper handling or cause tray-specific issues.
• Visit HP’s Support website to check for the latest firmware updates and follow the update procedure.

Check Print Settings on Computer:

• On your computer, navigate to the print dialog (from any application).
• Select Properties or Preferences, then choose Tray 2 as the paper source.
• Under paper type, ensure that Other Glossy Inkjet Papers or a similar option is available. You may also try using a Custom Size/Type option if available.

Restart Printer and Check Configuration:

• Power cycle the printer by turning it off, unplugging it for 60 seconds, and then turning it back on.
• Once it restarts, reconfigure Tray 2 in the settings, ensuring that A3 and glossy paper are properly selected.

These steps should help you select the correct paper type for Tray 2. If the issue persists, you may need to reach out to HP Support for further assistance. 

Hope this helps! Keep me posted for further assistance

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

[JohnTipper]

Sorry for the delay, my wife was hospitalised and this is the first opportunity I've had

Tried all the above no luck.

When trying to adjust via properties in Word I can set tray and paper size but only have Media Type of Plain paper, Letterhear or TriFold as was the only option in the control panel on printer.

[Nal_NR]

Hi @JohnTipper ,

We apologize for the inconvenience, but it seems that the issue persists even after attempting the troubleshooting steps mentioned above.

This might require one-on-one interaction via remote assistance to fix the issue. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[JohnTipper]

Well I was tranferred to remote assistance to solve the issue.

After almost an hour trying to identify the problem i was told that the printer didn't have this functionality!!!

Yes, it did support A4, A5, A6, B5 (JIS), Envelope (DL, C5, C6, Chou #3, Chou #4), Card (Hagaki)

Yes, it did support media of Plain, HP EcoFFICIENT, HP Premium Presentation Matte 120g, HP Tri-fold Brochure Glossy 180g, HP Brochure Matte 180g, HP Brochure Glossy 180g, HP Advanced Photo Papers, Light 60-74g plus a host of others

Yes, it did have 2 trays to support the above:

BUT on tray 2 it can only print media PLAIN!!!!

What is the point of having a 2 tray printer when the 2nd tray can ONLY print a media type of Plain. It's only a tray to supply the paper, not the actual print mechanism and process.

It never mentions this in the specifications for the printer, the support team seems to be unaware of the problem AND their response is

If you expect to be able to print all types of media from both trays get a more advanced printer!!!

Not what I expect from HP