Brand new HP9135e out of the box, paper mismatch error when copying

[cterry8777888]

Ok, maybe someone on chat can help me. I have spent 22 hours on the phone and online with HP support, 5 techs, 2 supervisors, and 1 engineer. Nobody can fix it. I also have another 9135e that is 8 months old and tech support totally locked that one up at the firmware window. Hp support screwed that one up, royally.  Deal with this one as a solution should be out ther. 1st off I am a retired IT Mgr of 35 years and have set up thousands of printers.

The problem on this one - it prints jobs fine, from both a WIN 10 & 11 pc including an iphone. All settings on the trays have been confirmed correct 100 times set to plain letter size paper. When trying to make a copy, I get a paper mismatch error in trray 1. The paper in Tray 1 does not match the type selected for the job(other matte inkjet papers). Touch print to use the loaded paper or cancel. If you touch print, it goes to tray 2, which should not happen. I usually run plain paper in tray 1 and sheet dual-label shipping labels in tray 2. This is replacing an 8600, which I loved. Even if I put plain paper in both trays, same error. SOS!

And just a word of caution. HP support techs are vindictive. 2 dropped my chat because they got themselves in over their heads. One of them changed both of my 9135e's to expired warranty on HP.com when they are not. And lastly, I found it interesting that I wake up to tons of spam in my text and emails. The ones where they trick you to click on a link. 50 or more. No coincidence, in my opinion. I have experienced this same thing with Freelancers when they didn't get the job.

Lastly, I firmly believe HP has a serious problem with this model. The price was $499, then $399 and now $279 at most retail locations. The last drop was just yesterday. Read the reviews on Amazon. Most are having the very same problems.

[Repairatrooper]

This is kinda unclear. 

When trying to make a copy, I get a paper mismatch error in trray 1. The paper in Tray 1 does not match the type selected for the job(other matte inkjet papers). Touch print to use the loaded paper or cancel. If you touch print, it goes to tray 2, which should not happen. I usually run plain paper in tray 1 and sheet dual-label shipping labels in tray 2. 

So tray 1 is set for plain letter size paper and tray 2 is set to labels?

When you make a copy, what happens if you go into options and tell it to copy to plain letter? 

That it asks for Matte inkjet paper suggests that the copy default is not set properly.

[cterry8777888]

I'm not sure how much clearer I could make it. Plain paper in both trays and settings is to plain paper. Sheet labels do not require anything but plain paper setting. The "Copy" function goes to "paper mismatch" even with plain paper in both trays and settings set to plain paper. Plain paper is in both trays and plain paper is set for both trays.

[Dragon-Fur]

@cterry8777888 

Apologies for jumping in unannounced.

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Partial Excerpt from your first post -

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@cterry8777888 wrote:

The problem on this one - it prints jobs fine, from both a WIN 10 & 11 pc including an iphone. All settings on the trays have been confirmed correct 100 times set to plain letter size paper. When trying to make a copy, I get a paper mismatch error in tray 1. The paper in Tray 1 does not match the type selected for the job(other matte inkjet papers). Touch print to use the loaded paper or cancel. If you touch print, it goes to tray 2, which should not happen. I usually run plain paper in tray 1 and sheet dual-label shipping labels in tray 2. This is replacing an 8600, which I loved. Even if I put plain paper in both trays, same error. SOS!

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I don't have an answer for all of your concerns.

I do have a couple of places you can recheck the paper settings.

Ignore if already done, unwanted, not relevant, or generally not useful in the context of your experience.

If you have not done so,

Consider

• (Re)Check the Paper Size / Type settings (Tray and Paper),
• (Re)Check the Print Defaults,
• (Re)Check the Copy Defaults.

AND

• If the app / software you are using cannot correctly "auto" select the tray, select the Source (Tray).
• Check the Printing Preferences for your "go to" Preferred settings, including those for "all jobs".
• Make sure Printer Properties > tab Advanced > Driver = the HP driver and not the Microsoft / IPP driver.

Note

If your browser balks and won't let you clear / jump past the browser security, use a different browser.

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Section Paper > Trays > click on Tray to configure

Next  (in addition and as available)

Section Print > Default Print Options > Select default options / tray

EWS_9135_Tray_and_Paper_7

EWS_9135_Print_Default_Print_Options_7

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Section Copy > Default Copy Options

EWS_9135_Copy_Default_Copy_Options_5

=====================================

Note that HP Smart (application) on it's own does not understand the concept of Presets / Custom Shortcuts.

Should you have it installed, the HP Smart Printing Queue (works with installed printer software and HP Smart) does understand Presets / Custom Shortcuts of the type you use in Printing Preferences.

Examples without explanation on the assumption that you understand the printer features.

Ask if you need additional information.

Example - Printing Preferences - full driver printer software installed

Mentions Preferences for "all jobs" in Printer Properties

9025_Printing_Preferences_Everyday_11

Example - HP Smart Printing queue - Printing Preferences

HP_Smart_Printing_Printing_Preferences_Dialog_3

Example - HP Smart - Mobile - Document / PDF Print - Transform / Resize

HP_Smart_Mobile_PDF_Print_Transform_17

=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=

References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Warranty Check, Alerts, Troubleshooting, Ink & Paper, HP Software & Drivers / Firmware Updates, Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open 

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OR

HP OfficeJet Pro 9135e All-in-One Printer  

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[cterry8777888]

I have performed all of what you suggest repeatedly. Browser should not be of concern when hitting the copy button on an all-in-one. Even so, there are no problems with browser settings. One issue - the copy button, as I described in detail in the original post. ALL settings on the printer menu are set to plain paper. Plain paper is loaded and reloaded 25 more times. Not too high and not too low. The tray was removed and inserted 25 more times.

With all due respect, no all-in-one should have these issues if the thing was engineered properly. Hundreds of people are having the same issue; read the reviews on Amazon and even on this forum.

Thanks for trying, but it's time I move to a different manufacturer after being an HP dedicated user for 25+ years.

[Dragon-Fur]

@cterry8777888 

You are welcome.

For others reading —

The printer features and settings are accessed using a Browser and EWS — the features and settings are not browser settings.  More information about EWS is available in the printer’s user manual.

That said,

It was a risk to answer — you did not ask for my help, my opinions, or my experiences with this model.

Smiling.

Moving on.

I will leave my previous post for others who might benefit from the content.

Thank you for participating in the HP Community --

Real people who own, use, and support HP devices.

Click Yes to say Thank You for the help !

Question / Concern Answered, Click my Post "Accept as Solution"