Can't print custom size paper

[hELPpLEASE7]

I want to print from Word onto envelopes size 7.5" x 4.75".

I have two modes of attempting this in Word. I can either print from Mailings > Envelopes with a custom size, or I can make a document with the appropriate size in Page Setup dialog from Layout > Size > More Paper Sizes.

The 7.5 x 4.75 document can print to normal Letter size paper. The Mailing > Envelopes can even print on normal Letter size.

When I go to put a different paper size in my HP Officejet 8625 printer in such a way that I also move the paper tray guides, things get complicated.

If I load the printer with normal Size 10 (4 1/8 " x 9 1/2 ") envelopes AND I PICK THAT PAPER SIZE FROM THE PRESET OPTIONS either when directly printing an envelope (Mailings > Envelopes > Options > Envelope Options > Envelope Size) or printing a document that size (Layout > Size > Envelope #10) then this will print on the normal mailing envelopes.

However, when I want to print on an envelope that is not a preset size, this fails and the printer says "Paper size mismatch." I want to print on my Custom envelope size (7.5" x 4.75"). If I try to do this directly from the envelope option (Mailings > Envelopes > Options > Custom Size) this does not print on my Custom envelopes. If I make a document with paper this custom size (Layout > Page Setup > Paper > Custom Size) it also fails with the same message, "Paper size mismatch."

I tried following the directions here (https://support.hp.com/us-en/document/c03890386) "HP - Creating Custom Paper Sizes." The first option for Windows "Create custom paper sizes in printer properties (Windows 10 and 8 only)" did not work for me because my printer driver didn't have the custom option listed in step 5. So I did what it suggested and went to the next section "Create custom paper sizes from Devices and Printers." I was able to create the new paper size, but it is not available for selection in the printer properties dialog.

I tried running my printer with different drivers. I tried the driver for Officejet 8600, 8620, and 8640. I also tried the HP Envy 5530 driver, because the the link above demonstrates creating a custom size paper with an "HP Envy 5000 series" printer and that's the closest driver I could find when I searched HP's website.

I tried using the HP Officejet Pro 9020 driver and it worked printing envelopes directly, but it doesn't print documents with a custom size.

Edit: Okay, so this does work. (Yay!!!) I just have to make sure that the page size selected in printing matches the page size of the document, and I have to print the entire document. It doesn't work if I only select range of pages to print. I imagine if I want to do that, I'll have to switch back to my original printer driver.

[sandytechy20]

@hELPpLEASE7

Welcome to HP support community.

Perform a power reset

1. Turn on the printer, if it is not already on.
2. Wait until the printer is idle and silent before you continue.
3. With the printer turned on, disconnect the power cord from the rear of the printer.
4. Wait at least 30 seconds.
5. Plug back the power cable straight to a wall outlet without any surge protector and printer.
6. Turn on the printer.

Update the printer firmware

Refer this HP document for the steps to update the firmware:- Click here

Refer this HP document for more assistance:- Click here

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[hELPpLEASE7]

Thanks for replying. These are both suggestions I tried before I did what I wrote above. They did not work.

[sandytechy20]

@hELPpLEASE7

This might require remote access of the computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others

Cheers.

[hELPpLEASE7]

I also tried this before. HP's customer support wouldn't connect me with anyone because my printer was too old and was no longer eligible. I was instead directed to this forum.

[sandytechy20]

@hELPpLEASE7

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).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.