M102W Custom Paper Size

[Viperman6]

Hello -

I just installed my LaserJet Pro M102W and I am trying to create a custom paper size.  On my old printer I could just go to Printer Preferences and create a new size under Paper Options.  I do not see this as an available option under the M102w Preferences.  Please note my printer is connected by USB, not network.  I've looked through the HP Device Toolbox as well but cannot find an option to create a custom paper size.

Below is an image showing how I used to create custom paper sizes on my 1102w.

Any help would be appreciated.  Thank you.

[MKazi]

@Viperman6

Let me take a moment to thank you for posting on the HP Support Forums. 

I understand that you have an HP LaserJet Pro M102w Printer and it's installed by USB to a Win7 computer. There isn't an option to create a custom paper size. However, for your old HP printer, there was an option in Printer Preferences to create a new size under Paper Options. I appreciate the steps you have performed and have certainly done a good job.

I would like to know the following information to assist you better:

• Is the printer able to print fine otherwise? 
• How did you install the drivers for this printer (disk or downloaded from HP website)?

Meanwhile, I did some research and found that if the option to create customer paper size could be missing if there is an issue with the printer drivers. I suggest you to download and run the HP Print and Scan Doctor program. This program will detect and fix any printer drivers issue. 

If the option to create custom paper size is still missing then let us uninstall the printer drivers from root level and reinstall the updated drivers from the HP website:

• In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
• Open up the run command with the "Windows Key + R" key combo.
• Type printui.exe /s and click OK.
• Click on Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Select Apply and OK on the Print Server Properties windows.
• Close Devices and Printers.

Once the drivers are uninstalled, please download and install the drivers from this link: http://hp.care/2mi5d8Z

Once the drivers are installed, I'm sure the option to create custom paper size should appear. Below mentioned are the paper-handling specifications of your HP printer:

Please feel free to let me know the results. All the best! 🙂

[Viperman6]

Hi Kazi,

Thank you for your help!  I did every single step you suggested:

1) Downloaded and ran the Scan Doctor.  Program found some issues but the custom paper size option was still not listed.

2) Uninstalled the print driver from the root level and installed the driver from the (http://hp.care/2mi5d8Z) link you gave me.  Custom paper size was still not listed after the re-install.  Please note I restarted my PC after uninstalling and re-installing the driver just to be sure.

Can you please let me know where in the Printer Preferences or HP Toolbox I should find the Custom Paper size option because I am just not seeing it.  

I appreciate your help and I look forward to hearing back from you.

[MKazi]

@Viperman6

You're most welcome and you have done a commendable job in troubleshooting. 🙂

Ideally, you find the option for creating custom paper sizes exacr at the same place which you posted earlier:

I suggest you to use another set of drivers for this printer then check in printing preferences of the custom paper option is available. Please follow the below steps:

• Search Windows for devices, and then click Devices and Printers in the list of results.

• Click Add a printer.

• Click Add a local printer.

• Select Use an existing port (USB001: Virtual printer port for USB), and then click Next.

• Click Windows Update, and then wait for the print drivers to update.

• Click HP, Hewlett-Packard, or Hewlett Packard in the Manufacturer pane, and then select the printer as Deskjet 990c in the Printers pane.

• Click Next, and then follow the on-screen instructions to install the driver.

• Disconnect the printer USB cable from the computer, and then reconnect the cable. You can now use your printer.

Once the basic print drivers (Deskjet 990c) are installed, now try to check if the newly added printer provides the custom paper size option. 

Let's hope for the best this time and please keep me posted. 🙂 All the best! 

[Viperman6]

Hi Kazi,

I appreciate all your help and I did what you outlined above.  Still, no custom paper size option like there was in the 1102w.  It looks like I will need to return this printer as for some reason the print driver for the M102w does not support custom paper sizes.

Thank you

[MKazi]

@Viperman6

You're most welcome. 🙂 You have indeed done a commendable job in troubleshooting the issue so far.

However, before you take a final call on this, I suggest you to contact HP phone support because they have an option to taking a remote access of your computer and assist you.  

However, I'm always available if you have any further questions. Take care and all the best! 🙂

[Viperman6]

It looks like I can only tweet HP.  If you can supply me with a valid phone number to call that would be great.  This shouldn't be that difficult...

[MKazi]

@Viperman6

May I know your country of residence? I will find the contact information for that region and send you the details via a private message on HP Forums. Cheers! 

[Viperman6]

United States

[MKazi]

@Viperman6

Thanks for the information. Please view my private message.

Cheers! 🙂