New HP 9730e does not COPY A3 to A3

[ocimadmin]

One of our customers, an architect, have recently purchased an HP OfficeJet Pro 7740 All-in-One for its A3 capability.

The problem is that he cannot make an A3 blueprint simple copy to be printed on A3 in Tray 2, no matter how much he tried.

We updated the printer firmware, got the latest driver and software from HP Support site, etc...

When he launches the COPY function on the printer, it will copy an A4 portion of the blueprint. The A3 sheet on the scan window is not recognized as A3 at all. And there is no option to select A3 in the source size menu of the COPY function...

The customer is about to throw the printer by the window.

Perhaps someone knows how to fix this issue as we have exhausted all our options.

Any help greatly appreciated.

OCIM Team Support

[ocimadmin]

The text in the original post was changed to a HP 7740 all in one for some reason, this post is about a HP 9730e brand new printer.

[Valsimot]

https://www.youtube.com/watch?v=fJbkKDSALqY 

follow exact steps and report back is the A3 copy possible or not.

[ocimadmin]

Thanks for the youtube link, but unfortunately it does not work, the options on our customers 9730e are not the same.

The customer does not have the A3 choice in the Target selection when doing a COPY on his 9730e. On top of that he has to choose A3 in the scanner source each time. Wasn't that model supposed to have auto detection of the content on the scanner glass ?

He is pissed off because it was working like a charm with his old 7740...

For now the workaround we gave him, until we hopefully find a solution here or with HP, is to scan the A3 blueprints to his computer and then print on the 9730e... Quite cumbersome for a simple COPY function that should be straight forward from A3 to A3!