OfficeJet 3830 - Custom Envelope Size Issues

[jessbarto]

Let me start by saying I have seen this issue on at least two other messages in these forums with no resolution whatsoever from HP. I am going to try to explain this slightly more in depth with the hope that someone from HP can assist and help with a hail mary as I specifically purchased this device and just set it up today to print envelopes - and now I'm finding it impossible.

The quick summary of the issue is that in trying to print an envelope using the 3830, you are unable to print custom sizes. I am trying to print an envelope with the dimensions of 5.25" x 7.25", or an A7 envelope. Yes, I have tried creating a custom paper size using the steps at this link: https://support.hp.com/us-en/product/model/7172322/document/c03275134?sessionId=d5546c33-f9f4-4fcc-9...

By my estimation, the issue here has ABSOLUTLY NOTHING to do with the computer, with the software being used to print, etc. 

The issue is being caused by the device itself. When you take an envelope or piece of paper and load it into the paper tray at the back of the device, it will immediately ask if it is the last size paper you had loaded (for this example's sake, let's say it's letter size). Since the envelope I am looking to print is most definitely NOT letter size, you would obviously hit "no" - after this option is selected, the 3830 will provide you with 30 preloaded options for paper size. If the size you are looking to print is not on this list, like mine, IT DOES NOT WORK AT ALL. If you print even after setting up a custom paper size, you will recieve the error "Paper Size Mismatch - The paper size detected by the printer sensor does not match the paper size selected in software."

If I attempt to print using the selection of 5" x 7" (which is the closest measurements of the preloaded paper sizes), it will print, even with the extra .25" on each side, however everything is printed to the very far left edge of the envelope, which makes no sense to me at all - I can't wrap my head around why it is so far over at all.

The sensor is most definitely not defective (I saw that offered up by an HP Rep on another message with this issue) as it is working fine and detecting properly on all other forms of print. The settings are correct in Microsoft Word. Everything is correct on my computer's end. 

The most obvious answer is that because I cannot select the correct paper size on the printer itself, the printer is unable to read this custom paper size.

HELP. PLEASE.

I just purchased and installed this device TODAY. I bought this device as I was led to believe as long as any paper size needed was within the printing specifications of the device, it would be able to print that size... so what the heck HP? Not impressed. Please provide an override or a way to add a custom size to the hardware of the device itself.

[8lives]

Use the info in this HP support doc. to create your custom size.

[jessbarto]

As I noted in the second paragraph of my post, this was already attempted. This does not fix the actual issue of the device itself not allowing for a customized size. Again, as I thought I had driven home, this is an issue with the hardware/firmware of the device and nothing to do with the computer or software.

Thank you for trying, however.

[8lives]

Strange I was able to create the custom size, do you not see in the Printing preferences > Paper/Quality > Advanced?

You did go to the Print server properties to create the form.

[CSlong]

I am also having problems printing to custom size paper on a 3830. I have tried creating custom sizes throught the Printer/Devices that match my paper size - 6x9.5, then choosing it in the advanced options of print. Still get the error message that paper size does not match. I have now spent 2 hours on this problem, there doesn't seem to be a solution. It is not my software problem because I can tell it to print to 6x9.5 and it will print out on whatever paper I put in the printer and it will be formatted for 6x9.5.

And, to be absolutely clear, with my previous HP printer I could print from the same software to the same size paper I am currently trying to print to. This is obviously an HP Hardware and/or driver issue that needs to be fixed.

[8lives]

@CSlong, check your firmware latest is SPP1FN1724DR.

If it's up to date then contact HP support.

Open this link: http://support.hp.com/us-en/contact-hp
Enter Product number or select to auto detect 
Scroll down to "Still need help? Complete the form to select your contact options" 
Scroll down and click on HP contact options 

[CSlong]

where do I find firmware version?

[8lives]

@CSlong, print a Wireless status report from the printer console.

[CSlong]

Firmware is correct.

[8lives]

@CSlong, great now give HP support a try.