HP Smart Tank 5100 – Resolve Paper Mismatch Error (Windows and macOS)

[A_Gayathri]

Printing from a Windows or macOS computer to an HP Smart Tank 5100 series printer, the print job fails and one of the following messages is displayed:

• Paper Mismatch
• Paper Size Mismatch
• The paper loaded does not match the print settings

The error may appear on the printer control panel, computer screen, or within the HP app.

Symptoms

• Print job remains in the queue.
• The printer prompts for a different paper size.
• Printing stops before the first page.
• Documents print incorrectly or do not print at all.

Reason

This error occurs when the paper settings in the print job do not match the paper loaded in the printer. Common causes include:

• Incorrect paper size selected in the application (for example, Letter instead of A4).
• Wrong paper type selected (Plain, Photo, Cardstock, etc.).
• Incorrect paper source or tray settings.
• Custom paper size configured unintentionally.
• Outdated printer firmware or print driver.
• Corrupted printer preferences or HP software.
• Temporary communication issue between the printer and the computer.

Troubleshooting Steps

Perform the following steps in order. After completing each step, try printing again.

1: Verify the Paper Loaded in the Printer

The printer compares the physical paper with the settings received from the computer. If they do not match, it stops the print job.

• Remove all paper from the input tray.
• Verify that all sheets are:
  • The same size
  • The same paper type
  • Flat and undamaged
• Load the paper correctly.
• Adjust the paper width guides so they lightly touch the paper stack.
• Ensure the tray is not overloaded.

The printer correctly detects the loaded media.

2: Check Paper Size Settings (Windows)

Windows print preferences may specify a different paper size than what is loaded.

• Open the document.
• Select File > Print.
• Choose the HP Smart Tank 5100 printer.
• Click Printer Properties, Preferences, or Properties.
• Open the Paper/Quality tab.
• Verify:
  • Paper Size (A4, Letter, Legal, etc.)
  • Paper Type
  • Paper Source
• Click Apply.
• Print again.

Paper settings match the loaded media and printing begins successfully.

3: Verify Paper Settings (macOS)

macOS print settings can override printer defaults.

• Open the document.
• Select File > Print.
• Choose the printer.
• Verify the Paper Size.
• Open Media & Quality (or Paper Type/Quality).
• Confirm:
  • Paper Type
  • Feed From
  • Print Quality
• Print the document again.

The printer receives the correct paper information.

4: Check the Original Document Size

Some applications retain the paper size used when the document was created.

• Open Page Setup in the application.
• Confirm the document size matches the loaded paper.
• Save the changes.
• Retry printing.

A document created in Letter format printed on A4 paper can trigger a Paper Mismatch message.

5: Cancel All Pending Print Jobs

A previous print job with incorrect paper settings may continue generating the error.

Windows

1. Open Settings > Bluetooth & devices > Printers & scanners.
2. Select the HP printer.
3. Open the print queue.
4. Cancel every pending job.

macOS

1. Open System Settings > Printers & Scanners.
2. Select the printer.
3. Open the queue.
4. Delete all pending jobs.

Restart the printer and resend the print job.

Step 6: Reset the Printer

A reset clears temporary firmware and communication errors that may cause false Paper Mismatch messages.

1. Keep the printer powered on.
2. Disconnect the power cord from the printer.
3. Unplug the power cord from the wall outlet.
4. Wait 60 seconds.
5. Connect the power cord directly to a wall outlet.
6. Reconnect it to the printer.
7. Allow the printer to initialize.

Temporary hardware errors are cleared.

Step 7: Update Printer Firmware

Firmware updates resolve known printing and media detection issues.

1. Open the HP app or Embedded Web Server (if available).
2. Check for firmware updates.
3. Install any available update.
4. Restart the printer.

Printer firmware is updated with the latest fixes.

8: Remove and Reinstall the Printer

A corrupted printer driver or print queue can repeatedly send incorrect paper settings.

Windows

1. Remove the printer from Printers & Scanners.
2. Restart the computer.
3. Install the latest HP printer software.
4. Add the printer again.

macOS

1. Open Printers & Scanners.
2. Remove the HP printer.
3. Restart the Mac.
4. Add the printer again.

Fresh printer settings are created.

9: Reinstall the HP App or Printer Software

Corrupted HP software can send incorrect paper information to the printer.

1. Uninstall the HP software.
2. Restart the computer.
3. Install the latest version of the HP app.
4. Reconnect the printer.
5. Test printing.

The printer communicates correctly with the operating system.

Check and verify the following:

• Paper loaded matches the selected size.
• No custom paper size is selected.
• Printer region settings are correct.
• The application is not overriding printer defaults.
• The latest HP printer driver is installed.
• Printer firmware is up to date.
  

source: HP printers - Paper Mismatch error (Windows, macOS)

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