Images printing wrong from Powerpoint and Word

[Clive8]

I have the same issue.

I am printing slides (9 per page) from Powerpoint which have embedded images.

They print fine on my HP 8600, but on my new HP 6970 the images are wrongly scaled (I only see a part of the image, stretched to fill the space).

[DavidSMP]

 @Clive8,

Good Day.  A warm welcome to the HP community. I reviewed the case regarding issues with printing images from PowerPoint. Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. 🙂

To assist you with accurate information I would require more information regarding this:

• Is this a recent occurrence?
• Please let me know the operating system associated with the printer to assist you correctly?
• Is it Windows or Mac? What is the version of the OS?
• Does it work from any other app like Word or Excel?
• Please send a screenshot or image of what is happening to assist you correctly.

For now, try these steps:

• Perform a hard reset on the printer from this link: https://hp.care/2ER3i6d (Step 1: Reset the printer)
• Then install all the latest OS updates depending on the OS being Windows or Mac.
• Then try printing images from a different app and check if it prints fine.
• If it does, uninstall and reinstall MS Office and install all MS Office related updates

Now check for issue resolution. If it persists and the OS is Windows please try these steps:

• Run HP print and scan doctor from here https://hp.care/2b4bUIM  and check if the issue gets fixed.
• If the issue continues, then make 2 copies of photos directly from the printer without any communication from the computer to check if it copies them correctly.

If it copies correctly, then uninstall and reinstall the printer software completely at the root level if the OS is Windows by following these steps:

• Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)
• Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)
• Go to devices and printers, in control panel and select any printer listed there and you will get some options on the top. 
• Click on print server properties. 
• You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there if any.
• Delete all the instances of your printer listed in devices and printers.
• Restart the PC.
• Once the PC is on the desktop, press Win + R, it would bring a Run dialog box, 
• Type %temp% in the run box and click Ok or hit the Enter button.
• It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).
• If possible, delete the printer from the registries using Regedit or using any other 3rd party application.
• Ignore the Regedit option if it cannot be done.
• Restart the PC again. 
   

Then download the latest full feature driver from   https://hp.care/2C6Rdbk  and install it on the computer after selecting the correct operating system.

Connect the printer to your computer only when the setup prompts for the printer.

This should fix the issue.

• If this does not do the trick, please download the Windows Built-in drivers by following instructions from this link: https://hp.care/2o3acvH

This should resolve the issue for you. If it continues then update the printer firmware also by following instructions from this link: https://hp.care/2rHKwDD

Now check for issue resolution. It should get fixed.

• This link: https://hp.care/2L3gzIj (HP Printers - How to Print Photos (Windows) is useful and gives complete information on how to print photos with an associated YouTube Video.
• This link: https://hp.care/2L3gCnt (HP Printers - Print Driver Settings Guide (Windows) gives the complete printer settings for Windows. Please check the different option available from this link.

Perform all these steps patiently as it is critical to resolving the issue. Good luck to you. I will keep a watch for your response.  

Let me know how it goes and you have a great day!

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

[Clive8]

Thanks for your reply.

My systems are both Windows 10 (64-bit). I have only noticed this problem from Powerpoint.

I have checked that Windows is up to date.  I don't want to uninstall and reinstall Office 10 - it is too involved.

Photocopying works fine.  The problem is entirely to do with printing on my 6970.  (My 8600 is fine with this.)

I have tried uninstalling the printers entirely, and the print servers, and related software, and removing them from the registry.  After restart I removed most things from %temp% too.

I installed the full-feature driver (and also for my 8600).

A slight change, strangely, but virtually the same issue.

(My test document is three PPT slides - and now one of them is okay, but the other two are enlarged and cropped, as before.)

[Clive8]

Thanks for your reply.

My systems are both Windows 10 (64-bit). I have only noticed this problem from Powerpoint AND WORD (with multiple prints per page).

I have checked that Windows is up to date.  I don't want to uninstall and reinstall Office 10 - it is too involved.

Photocopying works fine.  The problem is entirely to do with printing on my 6970.  (My 8600 is fine with this.)

I have tried uninstalling the printers entirely, and the print servers, and related software, and removing them from the registry.  After restart I removed most things from %temp% too.

I installed the full-feature driver (and also for my 8600).

A slight change, strangely, but virtually the same issue.

(My test document is three PPT slides - and now one of them is okay, but the other two are enlarged and cropped, as before.)

[A4Apollo]

Hi @Clive8, I am the Mr.Robot. It looks like you were interacting with @DavidSMP, but he is out of the office today, so I'll take over from here.

I appriciate your efforts for writing back to us.

As you mentioned the issue still persists after trying out the steps.

I suggest you uninstall the printer software from the root level on your PC and install printer basic drivers and check if it helps.

Update the printer basic drivers using this link: https://hp.care/2KEJJMO

If the issue still persists uninstall the printer software on your PC and install the windows built-in drivers and check if it helps.

Refer this article to know more information about printing using Windows built-in drivers. Link: https://hp.care/2igKeU1

Please mark my post as accepted solution if you feel I have answered your query.

Let me know if this helps!

Take Care! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[Clive8]

The basic printer driver link you sent is flagged by my anti-virus (McAfee) as exhibiting suspicious behaviour, so I will not click on that.

Do you have another method or suggestion?

To clarify ... the problem occurs on Word with the same data, when I print 4-up.  The issue is therefore related to multiple pages per sheet printing.

[DavidSMP]

@Clive8,

I read the post. Great effort and brilliant troubleshooting. Your time, patience and attitude are commendable. Kudos to you for a job well done. It is wonderful to hear from you.:)

Please follow these steps to contact HP phone support. A one to one interaction with them in real time will keep you in good stead as you will get assistance in real time and they should even be able to take control of your machine.

HP Technical Support can be reached by clicking on the following link: https://hp.care/2r9wSvP

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
• Once completed click the 'Show Options' icon on the bottom right.
• Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

Trust me I've done all I can to assist you here, by keeping your best interest in mind. You are a valued HP customer and it has been an absolute privilege to share this platform with you and a genuine pleasure to work with you. I hope things work great for you.

if this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed year ahead, stay healthy and keep smiling big. 🙂

 Cheers!

[Clive8]

I tried support from the website just over a week ago. Someone called Phoebe in Barcelona arranged to call me back last Monday - but didn't.

I have just tried the website again, according to your instructions, and it says the website is unavailable.

https://support.hp.com/us-en/error?errorType=500&invalidSSID=true 

Will try again when I get a chance next week, but perhaps you could email me your thoughts ... what causes this problem, and what is the fix? 

[DavidSMP]

@Clive8,

Thanks for the response. It is great to hear from you. 🙂

Meanwhile please try these steps. 

• Please backup your important data.
• Then perform a Microsoft push-button reset set of Windows from this link: https://hp.care/2toQrBj
• Then try to install the full feature printer drivers from the HP support site.

This should resolve it.

• If this does not do the trick, please download the Windows Built-in drivers by following instructions from this link: https://hp.care/2o3acvH
• This should resolve the issue for you. There is an associated YouTube Video on how to install the built-in drivers.

If it continues, contact Hp phone support to get it resolved.

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

 Cheers!

[Clive8]

This happens on both my Windows computers. Trashing them both - losing all my installed programs - is a drastic option, and one I am not able to find the time for.

Surely there must be another way. 

This only happens on my new 6970.  It does not happen on my 8600.  I find it hard to accept that it is a general system issue, and not one related to the 6970.

I know you're trying to help, but I'm disappointed.