Custom paper size not displayed in drop down box

[IOGKF-Admin]

New hard drive installed working with Windows 10 (64-bit) and Office 2016. Set up a custom paper size of 17.23" x 12.21" (also tried 44 cm x 30.5 cm)  under printer properties using the name Certificates.

Set up the same page size in Publisher.

When I go to print, neither Certificates nor the specifed custom paper settings appear in the paper size drop down menu on Publisher. I have been using this same printer for these certificates for a couple of years.

[Jeet_singh · Accepted solution]

Hi @IOGKF-Admin,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand you are having issues with your HP OfficeJet printer. Don't worry we'll work together to help you find a solution. 

To provide you with an accurate solution, I'll need a few more details:

Have you recently made any changes on the printer before the issue started?

Have you tried to reinstall the full feature software for this printer?

In any case, this looks like a driver issue on your PC. I would suggest a clean install to try and fix this issue. Here are the steps:

First, unplug the USB cable from the printer if present.

Go to Control panel – Programs and feature – Select all the HP Officejet printer entries and uninstall them.

Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.

Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.

Under print server properties, go to drivers - remove any entry there as well.

Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.

Restart your computer.

Now click on this link: http://ftp.hp.com/pub/softlib/software12/COL34809/mp-109374-3/OJ7500_E910_1315-1.exe to download and install the printer software.

Connect the USB cable if prompted and follow the on-screen instructions to complete the installation.

If the issue persists, I would suggest here is to try and install using Windows built in drivers.

Go to this link: HP Printers - Installing and Using the Windows Built-in Print Driver and follow from Step 3.

Let me know if those steps worked for you.

If they did, that’s awesome!

Give us some reinforcement by clicking the solution and kudos buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

[IOGKF-Admin]

This solution worked perfectly and your instructions were very easy to follow.

The customized paper showed up first try in teh drop down box for papaer size.

Thank you for your help.

[Jeet_singh]

Hi @IOGKF-Admin,

Thank you for the update,
I appreciate your time and efforts, 

I'm glad I could contribute towards resolving the issue and finding the solution you were looking for.
Thanks for taking the time to let the community know about the solution.

You've been great to work with and it has been a genuine pleasure interacting with you.
I hope both you and your product works great and remain healthy for a long time 😉 

Take care now and do have a fabulous week ahead. 🙂
Regards,