ENVY 5000 doesn't recognise DL Envelope

[SusansHusband]

I have just bought a new ENVY 5010 to replace my old Photosmart 5510. For some reason, whenever I try to print an envelope, the printer says "The paper size detected by the printer does not match the paper size selected for the print job". The paper size is selected as Envelope DL (110x220mm), the envelope in the printer IS a DL 110x220mm envelope. The envelope size and type in my Word document is, again, a DL 110mm x 220mm. I can't see what I am doing wrong can anyone help?

[Dragon-Fur]

@SusansHusband 

After the paper in the tray is changed, this printer provides a message on the printer control panel that requests you to change / modify the paper size / type.

If the paper size (envelope in this case) is not listed in the available paper size / type options, select "Custom".

 User Guide - Page 11

The Basics

Printing Envelopes (Windows)

If the paper size / envelope size is not provided in the driver, if may be necessary to create a Custom Paper Size form.

 Creating Custom Paper Sizes

Examples - Custom Paper Size Form Setup

Example 1

Control Panel > icon view > Devices and Printers >

Left-Click on your Printer one time to highlight >

Left-Click Print Server Properties (along the top ribbon)

Custom_Form_Envelope_7x5

Example 2

Control Panel > icon view > Devices and Printers >

Right-Click on your Printer > If necessary, select printer from drop down menu / list

Printing Preferences > tab Paper/Quality > Custom

Printing_Preferences_Quality-Paper_Custom_1

Depending on Printer Model / Software, changing the paper in the tray may require that the paper settings be adjusted on the printer control panel.

• Open Tray > Remove existing paper, load new Paper > Check printer control panel: “Modify” > select Paper Size or “Custom” > OK

Example - Envelope in Word - Custom

Rabbits_and_Chickens_Test_Envelope_A9_2

Reference and Resources – Places to find (more) help and learn about your Printer

Printer Homepage – “Things that are your printer”

Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, User Guides, Product Information, more

HP ENVY 5000 All-in-One Printer series

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Click Thumbs Up on a post to say Thank You!

Answered? Click post "Accept as Solution" to help others find it.

[SusansHusband]

Hi there, thank you for the feedback, but the ENVY 5010 does have an option of DL Envelope in it's drop down list, and also the envelope settings in my Word document are set to 'DL Envelope'. Everything seems to be set up correctly, but the printer still doesn't recognise my (correct sized) envelope!

[Dragon-Fur]

@SusansHusband 

You are correct - I had too many different Specification sheets open at one time and I missed the inclusion of the DL Size for your printer:  

Media sizes supported (metric)

A4; A5; B5; DL; C6; A6

It sounds like the printer settings are not aware of the envelope setup in Word > Mailings > Envelopes  or the printer is not aware of the tray contents.

Try again...open the tray in which you loaded the envelopes, wait a few seconds and close the tray.  Modify the paper size / type settings on the printer control panel.  If the size of the envelope is not included in the available sizes in the list, set the size to “custom”.

If the printer is on the network, some of the Pre-set adjustments (for paper, size) can also be set / adjusted in the Embedded Web Server (EWS).   Depending on your printer and the EWS dialog, the paper setup might be in Tab Settings > Preferences > Paper Settings / Tray Settings.  Note that assuming the printer control panel is aware you have loaded envelopes into the tray, that setting anything in EWS is not likely necessary.  The option is simply offered as a means to an end.

If other options continue to fail, consider creating the Custom Size Envelope as illustrated in the first post (Example - Envelope in Word - Custom).   

Try both methods

For example, In Word > Mailings > Envelopes >  "Options",

Select the "DL" size  and create the envelope setup (as you have done previously)

Be sure the envelope stack is loaded in the printer correctly (side up and correct orientation) - Check / Adjust "Feed"

When ready, Click Print from within the Envelope Setup menu

And, when that fails,  try again...

Word > Mailings > Envelopes >  "Options",

Select "Custom" and hand enter the dimensions as shown in the "Custom" entry example

When ready, Click Print from within the Envelope Setup menu

References

HP ENVY 5000 All-in-One Printer series Full Feature Software and Driver

Printing Envelopes (Windows)

User Guide (Page 13-14)

Using the Printer Embedded Web Server (EWS)

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Click Thumbs Up on a post to say Thank You!

Answered? Click post "Accept as Solution" to help others find it.

[SusansHusband]

Hi, thanks for trying with me again, but no joy whatsoever. I've tried setting the envelope to 'custom' in the Word document and using the measurements for the DL Envelope. There is no option on the printer itself to use a custom paper size, but if I try with the 'custom' from Word - still get the 'wrong size' message. It seems to me that the unit is faulty as it is not recognising my (correctly sized) DL Envelopes as 'DL Envelopes... It's crazy that it takes this much effort just to try to print an envelope, my old printer just printed them without having to change any settings on the printer - I think it's going to have to go back for a refund!

[Dragon-Fur]

@SusansHusband 

You are welcome.

I would guess that I have missed something (again).  In general, unless the envelope is too thick (foil lined, for example), the envelope is otherwise compromised (curled, oddly folded, incorrectly loaded, for example), the printer should print on envelopes.

If the printer control panel cannot be set to either the envelope size or "Custom" (when / if a paper size is not in the list), then the rest of the settings may not be relevant (able to be "seen" by the setup).

If I think of anything else, I will post back.

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Click Thumbs Up on a post to say Thank You!

Answered? Click post "Accept as Solution" to help others find it.

[SusansHusband]

Hi there, looking again at the Support page, I had a 'pop up' about the HP Scan & Print Doctor'. Installed it, ran it, it found and fixed some conflicts with the device and it now works! Thanks once again for your feedback - it was much appreciated!

[Dragon-Fur]

@SusansHusband 

Good news, then!

For those reading

The Print and Scan Doctor is used to find and repair certain types of errors and problems associated with your printing environment.

When you open your printer's HomePage, the doctor and related information are displayed next to category Troubleshooting.   Open Support Home  > Enter product name

Additionally, the Doctor is included on the Printing Diagnostics page.  Doctor also has its own website and informational pages.

HP DIAGNOSTIC SOLUTIONS - Printing / Computing Issues

The Doctor:  HP Print and Scan Doctor for Windows

Links to:  HP Printers - Using HP Print and Scan Doctor (Windows)

General Discussion

Sometimes reinstalling the software is necessary - nice that it was  not needed this time. 

Hopefully any conflicts were temporary - if they return (persist), consider (in addition to running the Doctor software) applying a simple Reset on the printer.  

Simple Reset / Restart of the printer included

Printer Turns Off Unexpectedly or Repeatedly

Step 2

Another trick that seems unrelated but sometimes works to clear weirdness:  Restart everything, including your router.  (Everything includes devices connected to the network - router (modem), computers, printers, phones, game devices, TV...)

Happy Printing!

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Click Thumbs Up on a post to say Thank You!

Answered? Click post "Accept as Solution" to help others find it.