HP printer unable to print their own photo paper - WHAT!!

[Northumbrian66]

Any other HP customers that use the 8120e All In One Printer come across the situation where the printer is unable to print using a 100% original HP 280gm Photo Paper? The printer specification clearly shows that is can take that weight of paper, however after over an hour on a WhatsApp Chat with a hapless agent who simply didn'g grasp the issue & simply stated that I should buy alternative paper - she simply refused to accept that the problem is that of HP's making. Apparently issues such as this can not be escalated!!

Here's an extract from the chat

 As you can see from your very own company product specification, this printer should take 280gm photo paper without any problems - end of - its there in print. So if it does not accept that weight of paper, whose fault is that. It is certainly not mine (i.e. the customer), the fault is totally down to HP. For all we customers know,  whoever drew up the specification sheet for this printer simply used a generic document (without checking it), and only now has the problem come to light. HP need to look into this matter as a matter of urgency and provide me with their findings at their earliest opportunity because as I have already stated, I shall be taking the matter further. 

I would appreciate any thoughts or comments from any 8102e users out there. Thank you for reading this.

[Max3Aj]

@Northumbrian66, Welcome to HP Support Community. 

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

I'm really sorry to hear about the frustration you've faced. You're absolutely right to expect your HP OfficeJet Pro 8122e to handle HP-branded 280gsm photo paper, especially when the specifications indicate compatibility.

Let’s work through this together. Here are some steps and considerations that may help resolve the issue:

Confirm Paper Type and Tray Loading

• The OfficeJet Pro 8122e supports media weights up to 280gsm, but only for certain types of paper and tray configurations.
• Ensure you're loading the photo paper glossy side down in the main input tray (this model does not have a dedicated photo tray).
• Adjust the paper width guides snugly against the paper stack to avoid skewing or misfeeds.

Print photos with an HP printer | HP® Support

Use the Correct Print Settings

• In the HP Smart app or printer driver settings, select:
  • Paper Type: “HP Advanced Photo Paper” or “HP Premium Plus Photo Paper”
  • Print Quality: Set to Best or Max DPI
• Avoid using “Plain Paper” or “Automatic” settings, as these may not trigger the correct ink application for glossy photo paper.

Update Firmware and Drivers

• Outdated firmware can cause paper handling and recognition issues.
• Visit the official support page to download the latest firmware and drivers: HP OfficeJet Pro 8122e All-in-One Printer Software and Driver Downloads | HP® Support

Clean the Paper Rollers

• If the printer fails to pick up thicker paper, the rollers might need cleaning.

Try a Test Print with a Smaller Stack

• Load only 1–2 sheets of the 280gsm paper at a time.
• Thicker paper can sometimes cause feed issues if the stack is too large.
   

I hope this helps. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support 

[Northumbrian66]

Hi Max  - thank you for your response, it is much appreciated. Unfortunately all your suggestions have already been done. I subsequently spent over an hour with an HP technician, having taken over my PC using the HP remote access, he eventually made the decision that the fault made the printer not fit for purpose and a replacement printer is being arranged.