Missing part of photocopy

[Kevinthewevin]

Why does it miss the first centimetre from the edge of the image I'm trying to photocopy?

[MKazi]

@Kevinthewevin

A very warm welcome to the HP community. A very good day to you. 

I understand that you have an HP ENVY 4502 e-All-in-One Printer. I read that while making a copy, the printer skips the first centimeter from the edge of the image. I'll do my best to help you.

To provide an accurate resolution, I need a few more details: 

• So does it mean it is not copying the first centimeter of the image?

I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Disconnect the power cable from the printer while the printer is still ON.
• Disconnect any other cables if connected the printer.
• Press and hold the printer’s power button for 15 seconds.
• The printer should be directly connected to the wall outlet and not to a surge protector. Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

I hope this helps. Let me know how it goes. All the best! 🙂

[Kevinthewevin]

Did as you suggested. No change. It's a bit more complicated than just missing the first part of the copy.
With normal plain paper copying a black and white A4 page of text, it's OK. Nothing missing.
Double sided plain paper copying in black and white of A4 pages, no problem.
Photocopy on to plain paper a colour page of A4, first 10mm is missed from the copy. Get a white gap in the print.
Double sided colour copy onto plain paper, 1st page loses the 10mm at the top, 2nd page prints upside down with the 10mm missing still at the top. Turning the page to print the correct way up loses 10mm at the bottom of the page. Remember that black and white double sided printing has no such issues.
Copying a photograph onto photo quality paper is a complete lottery. The picture will print with half of it missing from the top of the copy. The edge of the original pic can be missing too.
Printing from the computer onto photo quality paper, no matter how I position the image on the paper in the preview screen, it just comes out anywhere it likes on the paper with random sizing and parts missing. It's only the instant ink plan that has stopped throwing this printer out of the window. I bought a cheaper version as a back up which seems to work fine although it's a bit limited. I can't even get it to connect to my account properly to monitor my page usage. The cheaper one connects everytime.

[Kevinthewevin]

?

[DavidSMP]

Hi @Kevinthewevin,

I reviewed the post comprehensively. You've  shown great resilience and superb effort to try and resolve the issue. Kudos to you for that. As @MKazi is out of office, I am replying on his behalf.

Please try a different brand of paper and make a few copies.

Update the printer firmware from this link:http://hp.com/drivers and follow the on-screen instructions after selecting the correct country.

If it still does not work, please contact HP phone support to get the printer replaced via this link: http://hp.com/contacthp Please select the country and follow the on-screen instructions.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a splendid week ahead.

[Kevinthewevin]

Thanks. I've tried lots of different types of paper already. I'll try the firmware trick. That might be useful. It's out of warranty so getting it replaced isn't going to happen. I've tried before, while still in warranty, to get it sorted out but got nowhere. This forum has already been more help than the original customer service. I forgot to mention how sometimes the printer and my pc cannot communicate with each other for scanning or printing despite being connected via USB. So the trick of unplugging it while powered up to get them talking generally to each other happens regularly in this house. Sometimes it can be printing from the pc and an error message will appear showing that the printer cannot be found. Or, the pc will show a document as printing while the printer just sits there in motionless silence. I should have persevered more during the warranty period. But I just worked around the problems. Silly me.
I'll try the firmware update and let you know.
Thank you.

[DavidSMP]

Hi @Kevinthewevin,

I read the super quick response. Please try that. I honestly hope the issue gets resolved with the firmware update and the printer works great and stays healthy for a long time. 🙂

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a splendid week ahead.