New printer, paper loading issue

[rbligdon]

I have successfully completed all the setup steps(watched an hp support youtube video yesterday,which really helped)printed out and scanned the test page successfully,scanned it,etc,downloaded,installed and was told "setup complete"...

...BUT,when I try to print any document,even though I have a few sheets of 8.5x 11 paper loaded,the printer keeps telling me to load 8.5x11 paper.

Doesn't like the paper? lol

I'm stumped!

Thanks,

Richard

[Dragon-Fur]

@rbligdon 

Welcome to the HP Community Forum.

"A few sheets" may be too few for the sensor to accurately sense the paper in the tray.

And, yes, as silly as it sounds, it is possible that printer does not like the paper.

In general, your HP printer prefers HP brand papers (no surprise).  Your printer will (also) print on most high-quality papers that meet the specifications for paper type (Media = kind of paper) and paper weight (g/m2 or lbs depending on your region).

In addition to the paper having to meet the specifications, it is important that the paper be in good condition.

For example, you might see weird error messages if the paper is not suitable:

• Paper may be too dry (yes, that can be a thing), too damp, curled, too thin, too thick.
• The print settings for the current job / content may not be correct / complete.
• The print settings in one part of the job setup may be in conflict with a setting elsewhere.
• Especially for those printers that lack the Printer Control Panel settings to that allows you to "change" or "modify" the  paper size / type after you have changed the paper, it is important that paper be loaded "just so".  For example, too many or too few sheets of paper can confuse the printer.

Reference and Resources – Places to find (more) help and learn about your Printer

Printer Homepage – “Things that are your printer”

Drivers / Software / Firmware Updates, Videos, Bulletins/Notices, How-to, Troubleshooting, User Guides, Product Information, more

HP OfficeJet 6962 All-in-One Printer

User Guide

Chapter 2 - Use the printer control panel (things that are good to know) - starring on Page 8

Chapter 2 - including subsections "Paper Bascis" and  "Load Paper" - starting on Page 10

Lots of documents to help, including those found in:

 How to > topic Print > subject list Instructions & Settings

For example

Printing Documents (Windows)

Creating Custom Paper Sizes

 Print Driver Settings Guide (Windows)

 How to Print Photos (Windows)

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Click Thumbs Up on a post to say Thank You!

Answered? Click post "Accept as Solution" to help others find it.

[rbligdon]

"a few sheets..."

I kind of wondered about that.

I went on Amazon to order some HP paper(wouldn't send to this address,for some reason.) and noticed many of the commenters mentioning about buying it because HP printers are fussy about the kind of paper they use.

I ordered  500 sheets of 8.5 x 11 20 lb paper from Staples,so when it  gets here,I'll try agaain and report back.Should work.

[Dragon-Fur]

@rbligdon 

In general, I would think seven to about fifteen sheets should be "enough", though I admit I have never had experience with your particular printer model / series.

Open the tray and peer at the sides inside the tray - there will be a "marker" to show the "fill line".  A bit less is OK - too much is NOT OK.  Smiling.

Good Luck.

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Click Thumbs Up on a post to say Thank You!

Answered? Click post "Accept as Solution" to help others find it.

[rbligdon]

So far,bought and loaded "HP paper",checked the fill line,etc,but it still giving me the same message: "Please load 8.5 x11" paper."

I guess I'll have to return to the store and see if they can figure it out.

[Dragon-Fur]

@rbligdon 

Yes, I agree that it is time to have someone prove the printer actually works.  

I am sorry it takes hauling it back to the store to do that.

If it is indeed not working as expected, at least you can get a replacement / refund.

(Take ALL the parts back with you when you go ...)

More Good Luck.

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Click Thumbs Up on a post to say Thank You!

Answered? Click post "Accept as Solution" to help others find it.

[rbligdon · Accepted solution]

The issue is resolved!

Discoved HP support on Facebook,told then of my issue,they asked to try copying which also didn't work.

This document link was posted:

https://support.hp.com/gb-en/product/hp-officejet-6960-all-in-one-printer-series/9514854/model/95147...

After I tried "

Step 2: Clean the paper tray rollers"

the printer started working.

Glad it is working,but seeing as the only doc I had previously printed was the test/aliginment sheet,I can't understand why it happened;must've been "dusty paper",or the unit on sale is actually refurbished.

Anyway,all good now and MANY THANKS!

[Dragon-Fur]

@rbligdon 

Interesting - brand new sealed-in-box printer should not need the rollers cleaned.  Perhaps there was a bit of debris stuck somewhere.  So, maybe original packing error (very odd based on what I have seen), maybe refurbished (although apparently not by HP), or maybe used as a demonstration printer??

Regardless, I am glad the issue is resolved!  Thanks for letting us know the results.

Happy Printing!

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Click Thumbs Up on a post to say Thank You!

Answered? Click post "Accept as Solution" to help others find it.