HP9025e will not print photos

[RaoulDuck]

I purchased an HP9025e all in one printer in mid-December 2021.  I have used it for my home office printer and scanner during the pandemic.   I have not had an occasion to print photographs before now.  The printer simply will not print a 4 x 6 photo at all.  I can print a 5 x7 photo, but only if I put the paper in the wrong way (i.e. wide side toward the product) and then it only prints on a portion of the paper.   I have spent the past few hours reading about how this is a known HP issue.  I have done everything (i.e. check the settings, make sure the paper is properly loaded, cleaned the rollers repeatedly, run diagnostics, checked to be sure the software and drivers are up to date, rotate the photo).  It simply will not work.   And, since I bought the printer 13 months ago, it is out of warranty and cannot contact HP (even though this is a known printer issue and the first time I have tried to print a photo).  Anyone been able to fix/overcome this issue who can share how to do it would be much appreciated.  If anyone has an HP 9025e that is still in warranty, see if you can print to 4 x 6 and 5 x 7 photo paper before your warranty expires!

[Dragon-Fur]

@RaoulDuck 

Update / Edit - Add Printer Specifications to References Section (near end of message)

Welcome to the HP User Community.

There might be more than one thing going on.

First,

Printer Firmware

Perhaps not an issue by now - At this writing the last firmware update is dated September 2021.

Check / update the Printer Firmware

HP OfficeJet 9010/OfficeJet Pro 9020 All-in-One Printer series firmware update 

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

Printer Software

Next,

If you have not done so,

Install the Full Feature Software / full driver printer software for the printer.

Video help here:

HP OfficeJet Pro 9020 | 9022 |9025 | 9026 | 9028 |9018 Download & Install HP Full featured software

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

Paper Size & Type

Next,

This printer supports two trays.

Tray 2 is for your photo paper - both 4x6 and 5x7 paper sizes are supported.

NOTE: 

See Specifications for supported HP photo paper weights

True - paper must be loaded short sides front and back.

User Guide  - Chapter 2, starting on Page 8

Right after (re)loading paper,

Alert the printer to the Paper Size & Type

This printer supports a printer display panel where you can enter information

and / or

Use the Embedded Web Server (EWS) to check / adjust the paper settings.

Examples

Check / Adjust / Retain the Paper at the Printer Display Panel

Open Printer Tray,

If you have not yet done so, Remove / add desired paper size - type

else

Wait a few seconds

Close Tray

IF applicable for your printer:

On the Printer Control Display Panel,

Click Modify / Change / No-Yes (wording varies), adjust the paper size and type, Click OK

No Size?  If the size of the Paper Size is not in the Drop-down list, Select Custom

Note:  Not all printers allow selection of “Custom”

Possibly

OfficeJet Pro 9025 - Printer Display Panel - Change Paper size / type

Tap the printer display panel (wake up)

Settings Wheel

Slide row of icons to view choices >>> Select Paper Tray icon (two tiny stacked tray icons)

Select / Tap on a Tray (or, if only one Tray, open that entry)

When the information opens, tap on the > "right arrow"

Change the paper setting

OR

EWS – Browser – Tray and Paper Management

Open your favorite browser > type / enter Printer IP address into URL / Address bar

Tab Settings > Preferences > Tray and Paper Management

Model Dependent:  Advanced section

Click Apply to save changes

Example - Retain / Modify (Edit) / Check the Paper Size & Type - Tray and Paper Management

Retain_Printing_Preferences_10

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

Printing Preferences - Shortcut

HP How-to Document

HP print settings guide (Windows, Mac)

Set the Preferences – Windows

NOTES

• This section is not applicable to Mobile Printing.
• Access to the complete Printer Preferences requires having installed the Full Driver printer software.
• The printer should be selected as the default and current printing device.
• Printing Preferences are available directly from the driver. 
• Printing Envelopes?  See NOTE

Control Panel > icon view > Devices and Printers

Right-Click on your printer > Printing Preferences

• When called from within printing software / applications, Printing Preferences might be called "Printer Properties" / "Shortcuts" / “More Settings” / “Properties” / "Printer Setup" or similar.

• No Size?  If the size of the Paper Size is not included in the Drop-down list, consider / try:  Create a Custom Paper Size Form.  Reference:  HP Printers - Creating Custom Paper Sizes

NOTE >> Word > Mailings > Envelopes  :: Preferences and Envelopes 

Select / leave Printing Preferences Shortcut to "Everyday Printing" or something equally benign. 

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Preparation > Check / enable the printer as the “Default Printer”

Settings > Devices > Printers and scanners

UNCHECK (clear box) Let Windows manage my default printer

Select (Left-Click) your printer from the list of printers > Manage > Set as Default

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Each job might require that the Printing Preferences are adjusted for that job type.

Example - Printing Preferences - Shortcut "Everyday Printing"

9025_Printing_Preferences_Everyday_3

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Print your Photo

HP Smart can be used to print photos in either one of the photo paper sizes you mention.

Basics

HP Smart Windows – Print Photo

Open HP Smart Windows

If not done, Sign into the application

Click to Print Photos

Select and Open the photo(s) you want to print

Adjust the options on the Main Print Menu

Click to open More Settings

Select a Shortcut from the top ribbon area

Verify / Adjust the rest of the settings in the More Settings Menu

If tray selection is a problem - select the Tray as opposed to leaving "Automatic"

At the bottom, if enabled, switch OFF "HP Real Life Technologies"

Click OK to save any change(s) and leave the More Settings menu

Back on the main menu, when ready, Click to Print

Example - HP Smart - Windows - Simple Photo Print - 4x6 inches - Borderless

HP_Smart_W10_Borderless_Print_4x6_11

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References / Resources

Product Specifications for the HP OfficeJet Pro 9025e All-in-One Printer (1G5M0A)

Section Paper Handling

Input capacity	Up to 250 sheets
Standard input capacity (cards)	Up to 50 sheets
Standard input capacity (envelopes)	Up to 30 sheets
Standard input capacity (secondary tray)	Up to 250 sheets
Output capacity	Up to 100 sheets
Media sizes supported (metric)	A4, A5, A6, B5(JIS), Card (A4, Hagaki, O**bleep**u Hagaki); Photo (13 x 18 cm, 10 x 15 cm); Envelope (A2, C5, C6, DL. Chou #3, Chou #4); 8.5 x 13 in
Media sizes supported (U.S. standard)	Tray 1:Letter, Legal. Tray 2:Letter; Legal; Government Legal; Executive; Statement; 3 x 5 in; 4 x 6 in; 5 x 7 in; 13 x 18 cm; 8 x 10 in; 10 x 15 cm; L; Photo 2L; Envelope( #10, Monarch, 5.5 bar); Card (3 x 5 in, 4 x 6 in, 5 x 8 in)
Media sizes, custom (metric)	Tray 1: N/A. Tray 2: 76.2 x 127 to 215.9 x 355.6 mm
Media sizes, custom (U.S. standard)	Tray 1: N/A. Tray 2: 3 x 5 to 8.5 x 14; 5 x 8.3 to 8.5 x 14 in
Media types	Tray 1: Plain Paper. Tray 2: Plain Paper, HP Photo Papers, HP Matte Brochure or Professional Paper, HP Matte Presentation Paper, HP Glossy Brochure or Professional Paper, Other Photo Inkjet Papers, Other Matte Inkjet Papers, Other Glossy Inkjet Papers, Thick Plain Paper, Light/Recycled Plain Paper, HP Tri-fold Brochure Paper, Glossy
Media weight supported (metric)	60 to 105 g/m² (plain); 220 to 280 g/m² (photo); 75 to 90 g/m² (envelope); 163 to 200 g/m² (card)
Media weight supported (U.S. standard)	16 to 28 lb (plain paper); 60 to 75 lb (photo); 20 to 24 lb (envelope); 90 to 110 lb (card)
Borderless printing	Yes, on photo and brochure paper only, up to 8.5 x 11 in (US letter), 210 x 297 mm (A4)

HP Printer Support Home Page - References and Resources – Learn about your Printer  - Solve Problems

 “Things that are your printer”

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), more

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

HP OfficeJet Pro 9025e All-in-One Printer 

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[RaoulDuck]

Thank you very much for the detailed response.  Unfortunately, it does not resolve the problem.  I already had done all of the outlined steps.  The problem is with the printer.  The rollers simply do not grab the photo paper.  And, yes, I cleaned the rollers.  The printer is barely 13 months old.  I only wish I had tried to print a photo when I bought the printer so I would have learned about the issue while the printer was in warranty.   

[Dragon-Fur]

@RaoulDuck 

You are welcome.

True - it appears it was a waste of our time in this case.

Unfortunate.

In my opinion,

It is rare for a printer of this caliber to fail so quickly.

These are robust machines.

If you had enabled HP+ service on this printer,

The hardware Warranty has been extended!

Contact HP Support or Contact HP+ Support

Printer and  HP+ service

Contact HP+ Support

OR

>>> Open your HP+ Printer Homepage > Exclusive HP+ Help > Click Contact Us link in the Orange box

Note that Concierge assistance is only available for registered HP+ printers.

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thanks!

Question / Concern Answered, Click "Accept as Solution"