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DbMusic
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HP 7740 paper mismatch error unsolvable on mac - need workaround

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HP OfficeJet Pro 7740 Wide For
Mac OS X 10.10 Yosemite

I've printed custom paper sizes on many printers, and have settings on my computer correctly setup to print 9" x 12" documents.  The HP 7740 is supposed to be able to print custom paper sizes up to 11" x 17", when set to "custom" setting, but I only get a "paper mismatch error".  I've followed HP's troubleshooting document on this issue, downloaded the most up to date HP drivers for mac from apple and the HP setup client, and set up the printer using IP instead of mac's "bounjour" client (which can cause some of these issues) and I'm running the provided and recommended HP 7740 driver. 

 

I had HP's tech support remote desktop my computer for 2 hours yesterday and not get anywhere besides saying "well I guess this just doesn't work on mac".  I believe they were trying to create a "9x12" paper size within the printers settings.  

 

Does anyone else have this issue and know a workaround?  Maybe other printer drivers that I can download that are compatible with the 7740?  

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Chimney_83
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Greetings @DbMusic

 

Welcome to HP Forums. 

 

I see you are unable to print on custom paper using your  MAC computer. Glad to help. 

Have you reset the printing system and checked?

Have you tried to print from other applications?

 

Recommend you to uninstall the printer using the uninstaller in the applications folder. Click here for assistance. 

Restart the computer. 

Go to system preferences and open printers and scanners. 

Right-click on the printers section on the left. 

Reset the printing system.

Download and install the latest printer software and try to print. 

Also, try changing the orientation of the paper and try to print. 

Try a different application to print from. 

Update the firmware on the printer.

Check the settings suggested in this article

Based on the specification of your computer, you should be able to print on 9 x 12. 

 

Let me know how it goes. 

 

Please click ‘Accepted Solution’ on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the ‘Thumbs Up’ Icon below.

Chimney_83
I am an HP Employee

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DbMusic
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Hi @chimeny_83, I've done HP support through online and chat for several hours, using their remote desktop support, so every typical trbouleshooting method has already been done, including everything you've suggested.  The problem has been isolated to the HP driver for this printer, it has a faulty communication problem with Mac operating system, what I'm looking for is a workaround or fixes that are above the usual troubleshooting methods until my ticket with the engineering department gets them to issue a patch update. 

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Chimney_83
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Thanks for the reply. 

 

I have brought your issue to the attention of an appropriate team within HP. 

They will likely request information from you in order to look up your case details or product serial number. 
Please look for a private message from an identified HP contact. 

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Forum.

Chimney_83
I am an HP Employee

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Hammerklavier
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Please see my post "New 7740 wide format printer won't print 9x12 documents". I have the same problem, with no resolution, albeit using Windows.
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bradmcginty
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I'm having the same issue. I only print on 9x12, so if this issue has not been fixed I will have to return the printer. An update would be apreciated!

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A4Apollo
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Hi! @bradmcginty, Thanks for stopping by HP forums!

 

I understand you are getting paper mismatch error on your printer.

 

Don't worry I'd like to help you out.

 

Did you make any changes to your printer?

 

What is the version of OSX you are running on your MAC PC?

 

Try updating the printer firmware on your printer and check if it helps.

 

Update the printer firmware using this link.

 

Please try the steps recommended below.

 

Remove and reload the paper in the input trays, and then check the paper source setting.
Remove all the paper from all the printer input trays.
Reload the paper, and then adjust the paper width guides so they gently rest against the edge of the paper stack.
In the program, you want to print from, click File, and then click Print.
   NOTE:
If your printer only has one paper tray, skip to the step to Update the firmware. You do not need to select a paper source in the printer settings.
Select your printer from the Printer drop-down list.
Select the Paper Type/Quality or Media & Quality menu.
Click Feed from or Source to select the correct paper tray.
Try to print.

 

 

Refer this article to further troubleshoot paper mismatch issues.

 

 

 

Let me know how it goes!

Take Care! 🙂

A4Apollo
I am an HP Employee

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bradmcginty
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Thanks Mr Robot,

 

I'm on OSX 10.11.6

 

Yes, I've tried all of your suggestions.

 

This seems to be a common issue, I would just like to know if it has ever been

resolved. I'm positive that everything is installed correctly and up to date.

 

Thanks.

 

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A4Apollo
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@bradmcginty, Thanks for your quick response and time.

 

I appricate your efforts for trying out the steps.

 

Is the date and time on your printer control panel correct, if not please correct the date and time on your printer and check if it helps.

 

If the issue still persists try resetting the print system and check if it helps.

 

Click the Apple menu, and then click System Preferences.
Click Printers & Scanners, Print & Scan, or Print & Fax.
Right-click (or Control + click) anywhere inside the Printers window, and then click Reset printing system.
Click Reset or OK.
If prompted, type your username and password, and then click OK.
The printing system resets.
Turn off the printer, wait 5 seconds, and then turn on the printer.
Wait until the printer is idle and silent.
In the Printers window on the Mac, click the Add button .
Select your printer from the list, and then click Add.
It might take a few seconds before your printer displays in the Printers list.

 

 

I'll watch your reply!

Have a great day ahead! 🙂

A4Apollo
I am an HP Employee

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