My printer is defaulting to landscape orientation, and custom size at 90% because of something I did

[marykay1992]

My printer is defaulting to landscape orientation, and custom size at 90% because of something I did long ago. I also got a new laptop in the process and installed the software, but don't know what I did wrong. I have followed printing preference resets and installed printer drivers today to no avail.

[Kuroi_Kenshi]

Hi @marykay1992,

Welcome to the HP Support Community! We're stoked to have you on board! 

To help us get started on resolving your issue, could you please share the model name of your device?

We're looking forward to helping you get back up and running! 

Best regards,

[marykay1992]

The model of my printer is an HP OfficeJet Pro 9015e All-in-One.

[Garp_senchau]

Hi @marykay1992,

Welcome to HP Support Community,

Thank you for posting your query

My colleague @Kuroi_Kenshi is currently out, but don't worry – I’ll be taking over and making sure we get this sorted for you.

It sounds like you've been trying all the right steps, but the issue persists. I can help you walk through some troubleshooting steps to fix this.

Reset Printer Preferences on Windows

Sometimes the printing preferences get locked into a setting, even if you reset the software. Let's try resetting the printer's preferences directly on your laptop:

Open Control Panel > Devices and Printers.

Right-click on your HP OfficeJet Pro 9015e and select Printing Preferences.

In the Printing Preferences window, look for settings like Orientation and Paper Size. Reset them to Portrait and the correct paper size (usually Letter or A4).

Apply and OK to save the settings.

If you've set it to a custom size or orientation by accident, this should revert it.

Check Printer Settings in HP Smart App

Since you installed the HP software, it might be beneficial to check your printer settings in the HP Smart app:

Open HP Smart on your laptop.

Select your printer, then click on Advanced Settings or Printer Settings (varies slightly based on your version).

Look for any configuration regarding Orientation, Paper Size, or Default Print Settings and reset them.

Also, under Print Settings in HP Smart, ensure Portrait is selected under Orientation, and that you aren't using any Custom Paper Size.

Clear Printer Queue & Reset Printer

Clearing out the print queue can sometimes clear lingering settings.

Cancel all print jobs: Go to Control Panel > Devices and Printers, right-click on your printer, and select See what's printing. If there are any pending jobs, cancel them.

Power cycle the printer: Turn off your HP OfficeJet Pro 9015e, wait about 60 seconds, and then turn it back on.

Reset Printer to Factory Defaults

If you’re still having trouble, a full factory reset might help:

On your printer’s Control Panel, swipe down from the top to open the Setup menu.

Scroll to Printer Maintenance.

Choose Restore or Restore Defaults.

Follow the on-screen prompts to reset.

After doing this, you’ll need to reconnect your printer to Wi-Fi and set it up again, but it might clear out any errant settings causing your issues.

Update Printer Firmware (Update the firmware on an HP printer | HP® Support)

• Go to the HP Customer Support - Software and Driver Downloads page. Enter your printer model number and search for the latest firmware update. Follow the instructions to download and install the firmware update.

Remove and Re-add Printer

As a last resort, you can try removing and re-adding the printer:

Go to Control Panel > Devices and Printers.

Right-click the HP OfficeJet Pro 9015e and select Remove Device.

Then, reinstall the printer either via Windows Settings > Printers & Scanners > Add a Printer, or through the HP Smart app.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[marykay1992]

Hello,

Well, part of the problem may be solved, but I'm not totally sure. I'm not sure how to fix it.

So far, after removing the printer from my list of devices, adding it back, re-starting my laptop, and re-adding the printer as the model I purchased it as - OfficeJet Pro 9010e Series, unplugging the USB cord and plugging it back in, re-starting the printer, resetting to factory defaults, the orientation (portrait) seems to be staying, but the scale has not changed back to "default". It is still at "custom 90%."

I also re-installed the HP Smart App. I have chosen not to have my printer accessible through wi-fi and have the USB cord attached to my laptop and the printer.

Any other ideas?

[Kuroi_Kenshi]

Hi @marykay1992,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding orientation and the custom size issue!

We're thrilled to have the opportunity to assist you and provide a solution.

Try these steps:

Reset Printer Settings:

• Go to Devices and Printers on your computer.
• Locate your HP OfficeJet Pro 9015e printer, right-click, and select Printing preferences.
• Check the Orientation setting and ensure it is set to Portrait.
• Set the Paper Size to the default size you want (e.g., A4 or Letter), and scale to 100%.

Check Print Dialog Options:

• When printing a document, open the print dialog box and verify the settings for orientation and scale.
• Sometimes application-specific settings can override default printer settings.

Application Settings:

• Ensure that the document settings within the application you are printing from (such as Word, Adobe Reader) are set to portrait and 100% scaling.

Reinstall Printer Drivers:

• Ensure you've downloaded the latest drivers from the HP Support website.
• Complete the installation, ensuring to select Yes or Agree when prompted to set orientation or size preferences.

Default Printer Settings Utility:

• Open the HP Smart App, and check if there are options for adjusting default settings within the app.
• Sometimes resetting or configuring settings through the manufacturer app can help solve persistent issues.

Update Printer Firmware:

• Check for updates to your printer’s firmware. Firmware updates can sometimes resolve bugs related to print settings.

Reset Printer to Factory Defaults:

• Resetting the printer to factory defaults can clear custom settings. Access your printer’s menu directly from the control panel:
  • Press Setup on your printer’s touchscreen.
  • Navigate to Printer Maintenance.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[marykay1992]

I've copied and pasted your suggestions and will answer each section separately, and my answers are bolded. Just so you know, I have a laptop that I purchased this year, but the printer I have is several years old. The printer is of the HP OfficeJet Pro 9010e series, even though inside the cover where the ink cartridges are replaced it says 9015e. In addition, I've take the step of "removing" the printer and adding it, then re-installing the printer drivers.

Reset Printer Settings:

• Go to Devices and Printers on your computer.
• Locate your HP OfficeJet Pro 9015e printer, right-click, and select Printing preferences.
• Check the Orientation setting and ensure it is set to Portrait.
• Set the Paper Size to the default size you want (e.g., A4 or Letter), and scale to 100%.

Everything has been reset to factory defaults.

Check Print Dialog Options:

• When printing a document, open the print dialog box and verify the settings for orientation and scale.
• Sometimes application-specific settings can override default printer settings.

Application Settings:

• Ensure that the document settings within the application you are printing from (such as Word, Adobe Reader) are set to portrait and 100% scaling.

I usually check the scale before I click on "print" in any application. Sometimes when I go to a website where I need to print a pdf file that needs to be "fit to printable area," for example, a credit card statement, it doesn't automatically go to that scale. It is whatever the default happens to be. So I have to change it. It used to come up as an option on its own.

Reinstall Printer Drivers:

• Ensure you've downloaded the latest drivers from the HP Support website.
• Complete the installation, ensuring to select Yes or Agree when prompted to set orientation or size preferences.

Default Printer Settings Utility:

• Open the HP Smart App, and check if there are options for adjusting default settings within the app.
• Sometimes resetting or configuring settings through the manufacturer app can help solve persistent issues.

Update Printer Firmware:

• Check for updates to your printer’s firmware. Firmware updates can sometimes resolve bugs related to print settings.

Reset Printer to Factory Defaults:

• Resetting the printer to factory defaults can clear custom settings. Access your printer’s menu directly from the control panel:
  • Press Setup on your printer’s touchscreen.
  • Navigate to Printer Maintenance.

I think I've pretty much done everything up to this point. I don't know what else there is to do on my end, other than buying a new printer (why would I do that if this one is printing ok?), and unless you all can figure out what else there is to do, we're probably done. That doesn't mean you all shouldn't figure out what the situation is, because someone else might not be as patient as I have been.

[Kuroi_Kenshi]

Hi @marykay1992,

Thank you so much for your detailed response and for the incredible patience and effort you've shown throughout this troubleshooting process, it truly means a lot! 

You've done an excellent job covering nearly all the major steps we’d recommend. I completely understand your frustration, especially since the printer is working fine otherwise, and you've been extremely thorough.

Let’s explore just a couple of final advanced steps to see if we can get that default scaling back to 100% once and for all:

Clear the Print Defaults via Registry (Advanced but Safe)

Sometimes, leftover custom preferences are stored in the Windows registry. Here’s how to reset them:

Proceed with care. These steps are safe if followed as is, but if you're not comfortable editing the registry, feel free to skip.

Press Windows + R, type regedit, and hit Enter

Navigate to:
HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Windows

Find the device key. Right-click and export it (backup first).

Then right-click on Device and choose Delete

Restart your laptop and add the printer again

This clears any “remembered” settings from old installations.

Change Default Print Settings in HP Smart / System Control Panel

Even if your app dialog is showing 90%, Windows sometimes stores persistent scaling separately.

Open Control Panel > Devices and Printers

Right-click your printer > Printer Preferences

Go to the Advanced or Features tab and verify if there’s a scaling or print processing option you can reset

In HP Smart, go to Settings > Printer Settings > Preferences (or “Advanced Settings” if available) and check if you can save 100% scaling as default

Workaround in Adobe or Browser

For PDF files and online print tasks:

In Adobe Acrobat, set your default print setting to:
➤ Size > Fit to Printable Area
➤ Orientation: Auto
➤ Then click “Print” > Properties > Save as Preset

If most of your issues happen during online printing (e.g., Chrome, Edge), try printing via PDF download and Adobe instead of directly from the browser.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[marykay1992]

Clear the Print Defaults via Registry (Advanced but Safe)

Sometimes, leftover custom preferences are stored in the Windows registry. Here’s how to reset them:

Proceed with care. These steps are safe if followed as is, but if you're not comfortable editing the registry, feel free to skip.

Press Windows + R, type regedit, and hit Enter

Navigate to:
HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Windows

Find the device key. Right-click and export it (backup first).Not sure what this is (see pic - I circled what I saw after the last step and didn't go any further.

Then right-click on Device and choose Delete

Restart your laptop and add the printer again

This clears any “remembered” settings from old installations.