Wrong or unsupported file format on printer when job submitted through Windows print server

[ZVK_GmbH]

Hello,

I know that a similar thread has already been opened, but I wanted to try to bring some fresh air into the matter. So that maybe we can come to a solution as we are currently struggling a bit. So here is our problem...

we´ve bought an  HP OfficeJet Pro 9730e and it has just been installed on our network. 

When the jobs are passed to the server's print queue and sent to the printer, they are acknowledged by the printer, but not output. The job log states "unsupported file format".

 

This occurs regardless of file type (MS Office, PDF, Windows Test Page). 

On the server, we have set the printer to use the following drivers:

HP Universal Printing PCL 6(v7.1.0)

HP Universal Printing PCL 6(v7.2.0)

HP Smart Universal Printing (v4.01.2)

The firmware on the printer has been updated to the latest (6.23.1.17-202408092238). No change.

The printer has been restarted. No change.

The printer will receive and process print jobs sent from a client computer with the full HP Software Suite installed. 

What is the prescribed port and driver configuration for an HP OfficeJet Pro 9730e printer, so that jobs submitted through the Windows server queue are output by the device, rather than producing the "Failed - Wrong or unsupported file format" error.

I sincerely thank you!

Message on the Printer

[A_Gayathri]

Hi @ZVK_GmbH,

Welcome to The HP Support Community.  

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

I understand you are facing an issue with your HP OfficeJet Pro 9730e printer is encountering issues with the file formats when print jobs are submitted via a Windows print server, even though the files are typical formats like PDFs and MS Office documents. 

Here are a few steps and configurations that may help resolve this issue:
 

1. Check Compatibility with HP Drivers and Server Configuration

• HP Universal Print Drivers (UPDs) are often compatible with HP LaserJet and HP PageWide printers but may not work as reliably with HP OfficeJet or other inkjet printers. The OfficeJet series sometimes requires model-specific drivers rather than universal drivers.
• Ensure that you have tried the HP OfficeJet Pro 9730e-specific driver instead of the HP Universal Print Drivers. You can download the model-specific driver from the HP Support website and select the exact model to find dedicated drivers.

2. Set Correct Port and Protocol

• Use a Standard TCP/IP Port rather than a WSD port, as WSD can sometimes cause compatibility issues with print servers.
• In the port settings, check that RAW is selected instead of LPR for the protocol, and make sure the Port Number is set to 9100.
• After configuring the port, try restarting the print spooler service on both the server and client machines.

3. Enable “Print as Image” for PDFs

• If using PDFs, ensure that the PDF print settings are set to Print as Image. This can sometimes bypass format interpretation issues that the server may be encountering.

4. Update Firmware Again Update the firmware on an HP printer

• Although you mentioned the firmware is updated, reapplying the firmware update can sometimes resolve software-related issues that might not have been correctly applied.

5. Verify Server Spooler Settings and Restart Services

• Restart the Print Spooler service on both the server and the printer. Additionally, check the server’s spool settings to ensure that "Render print jobs on client computers" is enabled, as this can reduce compatibility issues with certain file formats.
• You might also try disabling "Advanced Printing Features" in the printer properties on the server, as some advanced features can interfere with document formatting.

6. Test Using a Direct IP Connection from the Client Direct IP Printing  

• Bypass the server temporarily by setting up a direct IP connection from a client to the printer. If the printer outputs correctly, this could point to an issue with the server print configuration rather than the printer itself.

7. Consider HP JetDirect Print Server for Network Compatibility 

• For better compatibility, you might consider using HP’s JetDirect option (if supported). This can improve the handling of print jobs in environments using Windows Print Servers.

Refer to this document: HP OfficeJet Pro 9730e Wide Format All-in-One Printer User manual

HP Jetdirect and Embedded Jetdirect Print Servers
HP printer setup (Wi-Fi Direct)

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. 

[ZVK_GmbH]

Hello @Gaya1239,

Thank you for welcoming us to the HP Support Community.

You said that the HP Universal Print Drivers often don't work well with the HP OfficeJet Pro 9730e, and you suggested that we use the special driver for it.

But on the HP homepage there is only one driver and that is the Smart Universal Print Driver which we used and it didn't work.

Do you have a link to the special driver so that we can test it with this one?

And about steps 2-5, we have already done them and it did not help.

Thank you

[A_Gayathri]

Hi @ZVK_GmbH,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[TS-2025]

Same problem on Server 2012 R2. Have tried to download HP Smart driver (HPSPARKTools-4.07.1.480) but have had no success installing. Is there an MSI file to install for this printer that will work on this server?

[DruMW]

Was there ever a viable fix to add this printer to Windows Server 2019, or is this another HP product that has no business in an any environment larger than a small office?

[TS-2025]

Nope. Just got off the phone with them on virtual session and they said there is no support for Server 2012 R2 (which probably includes newer servers as well).

[Repairatrooper]

The reason that standard UPD drivers do not work is that this printer only supports PCL3 not 5 or 6.

The Smart UPD does support PCL3 and download site lists all versions for server back to 2008 as supported.

[PiterGeek]

Try SwifDoo PDF for PDF to Word converter tool to convert your PDF files to Word file format. Download the demo tool and check the converted document, it will be same as per the original PDF document, if the default fonts are available. 

[MNahvi1]

Hello.

Unfortunately, I also have a similar problem with the HP OfficeJet Pro 9720. Please provide me with the driver download link as well.

The printer is installed on a Windows 11 client. When the client connects to the Windows Server 2019 via Remote Desktop and uses the HP OfficeJet Pro 9720 as a redirected printer, unfortunately, the message 'Wrong or unsupported file format' is observed in the job queue. This is despite the fact that I have no issues with printers of other brands and models on the server. I have downloaded and installed the available drivers from the HP website, but my problem remains unresolved.
please help me .

Thank you.