Printer Registration and Tray selection

[LtDan1]

I am having two issues. The first is that I cannot register my printer, and neither I, Nor IT, Nor HP Helpdesk can figure out why. Second, I am able to use the printer, but I can't get it to recognize that I have 11X17 paper in tray 2.

[Nal_NR]

Hi @LtDan1,

Welcome to the HP Support Community. 

I'd be glad to help you! 

Let's address your two issues with the HP OfficeJet Pro 9730e Wide Format All-in-One Printer:

1. Printer Registration Issue

If you're unable to register your printer despite attempts by yourself, IT, and the HP Helpdesk, there are a few potential solutions:

Check Internet Connection: Ensure that the printer is connected to the internet properly. A stable connection is necessary for successful registration. Confirm that there are no network restrictions or firewalls blocking access.

Update Printer Firmware:

• Make sure your printer has the latest firmware. Go to the HP Support website and download any available updates for your model.
• On the printer's control panel, navigate to Setup > Printer Maintenance > Update Printer.

Use a Different Device or Network:

• Try registering the printer from a different computer or mobile device. Sometimes the issue may be specific to the device you're using.
• If possible, use a different network (e.g., use a mobile hotspot) to eliminate network-related issues.

Clear Browser Cache:

• If you are trying to register online through the HP website, clear your browser cache or use a different browser.

HP Account Issues:

• Log in to your HP account on HP's website. Ensure that there are no issues with your account, such as incorrect information or pending verification steps.

Please find the remaining steps in the next post. 

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”.

[Nal_NR]

Hi @LtDan1,

Please find the remaining steps below.

2. Printer Not Recognizing 11x17 Paper in Tray 2

If your printer is not recognizing the 11x17 paper loaded in Tray 2, follow these steps:

Ensure Correct Paper Size is Selected:

• On the printer’s control panel, go to Settings > Tray and Paper Management.
• Confirm that Tray 2 is set to "11x17" or "Tabloid" paper size.

Check Paper Type and Size in Printer Driver:

• When printing from your computer, make sure the print settings in the printer driver match the paper size and type loaded in Tray 2.
• Go to Printer Properties or Print Preferences from the print dialog box in your application, and ensure "11x17" or "Tabloid" is selected as the paper size.

Adjust Paper Guides in Tray 2:

• Pull out Tray 2 and check the paper guides. Ensure they are correctly aligned with the 11x17 paper. Misaligned guides can cause the printer to not detect the paper size correctly.

Check Firmware and Printer Settings:

• Make sure your printer's firmware is up to date (refer to the instructions above for updating firmware).
• Go to the printer control panel and navigate to the Paper Settings. Confirm that the correct paper size is set for Tray 2.

Power Cycle the Printer:

• Turn off the printer, unplug it for a few minutes, then plug it back in and power it on. This can sometimes reset settings that may be causing issues.

Reset the Printer to Factory Defaults:

• As a last resort, reset the printer to its factory defaults to clear any incorrect settings:
  • Go to Setup > Printer Maintenance > Restore > Restore Factory Defaults.
  • Note: This will remove all custom settings, so you'll need to reconfigure the printer afterward.

If these steps do not resolve your issues, please let me know, and we can try more advanced troubleshooting options!

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”.

[Nal_NR]

Hi @LtDan1,

If the above steps do not fix the issue, Let's try reset. 

The reset instructions are specific to your printer and performing those steps on a different printer may brick the device. 

I've sent you a private message with reset instructions, follow the reset instructions to perform a full reset and re-initialize the printer. 

In order to access your private messages, click the private message icon on the upper right corner of your HP Community profile, next to your profile Name or simply click on this link.

Hope this helps! Keep me posted. 

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