HP Officejet 7740 (Network) not working well with Windows 10 20H2

[JayBCTech]

Hey HP Community, first time poster here.

I have a small business client with an HP Officejet 7740 printer setup on a network. It was working perfectly fine on all its workstations  until about a month ago, when one of the workstations was believed to have been updated to Windows 10 20H2 and then he started to have issues with paper mismatch errors and then it just plain would not print at all despite being able to ping and verifying the correct driver is installed and the document making it to the print spooler. No changes were made other than Windows updates. In Tray 1, there's letter size paper and in Tray 2, there's tabloid paper (A3).  So then I uninstalled the printer, rebooted and reinstalled from scratch and it worked briefly and now he's getting the paper mismatch errors again as well as not printing at all. He usually prints PDF diagrams on Tabloid paper. I turned off Choose Paper Source by PDF page size in Adobe Reader (it was on initially). Then we tried manually printing to Tray 2 and it wouldn't print at all.  The printer has Tray 1 by default but it is set to automatically select on the computer. I think it's trying to always print to Tray 1, when it should be going to Tray 2 automatically.

Also, in a related story, someone had an older computer at their workstation until a week ago when it was replaced with a new one and was working with the 7740 printer fine. On the new computer, we cloned her existing machine to the new one with all apps/settings in tact, patched it to 20H2 and she reports that her printer is doing exactly the same thing (paper mismatch errors and not printing at all) as the other one.

I believe there's some issue with Windows 10 20H2 and this printer. The one computer the printer works perfectly on has Windows 10 ver. 2004.

Any ideas? Thanks in Advance!!!!

Jay

[sandytechy20]

@JayBCTech

Welcome to the HP support community.

I understand one of your clients is unable to print from tray 2, follow these steps to fix the issue.

Update the printer firmware

Here are the steps:- Click here

Enable Tray 2 in the printer software

1. Search Windows for devices and printers, and then select it in the list of results.

2. Right-click your printer, and then select Printing Preferences.

   The Printing Preferences window opens.

3. Click the Paper/Quality tab.

4. From the Paper Source drop-down menu, select Tray 2.

5. From the Paper Size drop-down menu, select the appropriate paper size for the print job.

6. Click Apply, and then click OK.

7. Try to print from Tray 2.

Update the device settings

Open the printer properties, and then update the device settings.

1. Search Windows for Devices and Printers, and then select it in the list of results.

2. Right-click your printer, and then select Printer Properties.

3. Click the Device Settings tab, and then click Update Now.

4. Try to print from Tray 2.

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.

[JayBCTech]

We tried that and it still doesn't print consistently.

[sandytechy20]

@JayBCTech

This might require one on one interaction 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.