Incorrect Paper size. Printer said I'm using custom paper but I'm using regular copy paper

[JawsMom]

I have a simliar issue when copying.  HP Office Jet Pro 6978.  When trying to change Paper Size and Type under Copy settings it is stuck on Statement 5.5x8.5 and will not allow me to change settings.  Tired restoring to factory settings no luck.  Prinitng is fine, but when copying get the error message and when I continue it crops off the printing.

[Kumar0307 · Accepted solution]

@JawsMom, Welcome to the HP Support Community!

Power resetting the printer and updating the printer firmware may resolve this issue. Let us try these steps:

Reset the printer

With the printer turned on, disconnect the power cord from the rear of the printer.

Wait at least 60 seconds.

Reconnect the power cord to the rear of the printer.

Turn ON the printer, if it does not automatically turn on.

Wait until the printer is idle and silent before you proceed.

Update the printer firmware

Click here to know different methods of updating printer firmware.

Open and close the paper input tray, a prompt on the screen should show the currently loaded paper type and size.

Click Change or Modify to set the required paper type and size for Plain Paper, you may change the size to US Letter or A4.

Let me know how this goes.

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[JawsMom]

Thanks Kumar0307 -you are the best the tray thing is what did it!

[Kumar0307]

@JawsMom

Glad to know that the issue is now resolved. Feel free to contact us with any concerns related to HP products.

Happy to help!