I get a message "copy does not support statement (5.5x8.5in.) Load supported paper. can't change

[Wendy407]

I get an error message when I try to copy a document either in the feed or under the lid that says "Copy does not support statement (5.5x8.5 in).  Load a supported size of paper (8 1/2x11) is loaded.  I've tried putting different size papers in the feed tray and move the rails to fit the paper but it doesn't change anything.  My copy comes out 5.5x8.5.

[Wendy407]

update was done but no change with problem

[Kuroi_Kenshi]

Hi @Wendy407,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding your printer!

We're thrilled to have the opportunity to assist you and provide a solution.

Try these steps:

Load Supported Paper Size:

• Ensure you have loaded a supported paper size, such as 8.5x11 inches (letter size), into the input tray.
• Adjust the paper width guides to fit snugly against the loaded paper.

Check Printer Settings:

• On the printer's control panel, go to Settings or Setup.
• Navigate to Copy Settings.
• Confirm that the paper size is set correctly to 8.5x11 inches or the appropriate size you are using.

Reset Printer Defaults:

• Sometimes, resetting the printer settings to default may help resolve configuration issues.
• Go to Settings > Printer Maintenance > Restore Defaults.
• Follow the prompts to restore the printer to its factory settings.

Update Printer Firmware:

Kindly refer to this link to update your printer firmware.

Use HP Smart App:

• Download the HP Smart app from the Google Play Store or Apple App Store.
• Use the app to verify and configure the paper size settings.
• Ensure the copy settings in the app match the paper loaded in the printer.

Check Copy Settings:

• On the printer's control panel, select Copy.
• Press Settings or Copy Settings.
• Verify the paper size is set correctly to the size of paper loaded in the tray (e.g., 8.5x11 inches).

Test Copying

Perform a Test Copy:

• Load a document on the scanner bed or ADF (Automatic Document Feeder).
• Ensure the document size matches the paper in the tray.
• Start a copy and check if the error persists.

Perform a Hard Reset:

• Turn off the printer and unplug it from the power source.
• Wait for about one minute and then plug the printer back in.
• Turn the printer on and try to copy again.

Following these steps should help resolve the issue with the copy size error on your HP OfficeJet Pro 6978 and ensure documents are copied at the correct size.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

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Best regards,