Paper Sensor Error

[Umichdiver]

When I try to print anyrhng, I get the following error message:

Paper size mismatch

The paper size detected by the printer sensor does not match the paper size selected in software.  If the paper loaded in the printer is the correct size, change, change the selected size in your software.

The paper size in the printer is 8.5" by 11.00"  and the paper size I have selected is also 8.5" by 11.00"  So I suspect that something is wrong with the paper sensor.

Recently there was a paper jam in the printer and it hasn't worked right since then.  

Where can I find out where the paper sensor is to see what's wrong with it?  I am very experienced with repairing things and am not hesistant to take the printer apart is necessary.

[DavidSMP]

Hi @Umichdiver,

Thanks for taking an interest in the HP Support Forums After reading your post I see that you require assistance regarding paper mismatch errors. It will be a delight to assist you here.:)

Superb analysis and brilliant diagnosis of the issue before posting. 🙂 Kudos to you on that score. 🙂

For better clarity and to assist you better I would require more information regarding this:

• Did this happen after a software or OS update?
• Did you make copies from the same paper size directly from the computer?

For now please perform these steps:

• Please make 2 copies directly from the printer using the same paper size to isolate that there are no hardware issues with it.
• If it fails to copy then the issue could be hardware related.
• Please follow all the prescribed steps from this link: https://support.hp.com/us-en/product/hp-officejet-pro-8000-printer-series-a809/3760400/model/3760401...  for paper mismatch errors for MAC
• This should fix it if the issue is not hardware related.
• Try to check the printer specs to see if the paper size matches with the printer’s paper handling specs. From this link: https://support.hp.com/us-en/product/hp-officejet-pro-8000-printer-series-a809/3760400/model/3760401... look up the option Paper-handling specifications
• Try a different brand of paper if it does.

Finally, if it still does not work, please contact HP phone support to get it replaced.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

• 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.

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, please.

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. 🙂

[Umichdiver]

I followed all your suggestions with no luck.  What I really need to know is how the paper sensor works and where is it located.  Can you help with that?

Thanks

[Dvortex]

Hello, @Umichdiver

I see that you were interacting with @DavidSMP. I'd like to be of your assistance 🙂

The printer recognizes the paper type, paper size using the paper guides and the sensors in the input tray. But going through your post and the reply, the issue could be either with the printer hardware or with the print drivers that is on your MAC.

Hence, we need to first isolate the issue. You can simply print a test page from the printer to do this. We are printing this page using the printer control panel and hence the printer driver on your MAC will not be used. Here are the steps:

1. Load U.S. Letter or A4 sized, unused, plain white paper into the input tray.

2. If the printer is not already on, press the Power button () to turn on the printer.

3. Press and hold the Cancel button () for three seconds.

4. Release the Cancel button (). The self-test report prints.

If the test page fails to print, the issue is with the printer hardware. You can follow the steps listed here to fix this issue: http://hp.care/2tp4STG 

Start with Solution 2 and 3.

If the test page prints fine, then the issue is with the MAC print driver. Reset the print systems to fix this issue:

• Click the Apple menu icon, and then click “System Preferences”.
• Click “Printers and Scanner” / “Print and Scan” or “Print and Fax”.
• Right-click the blank space in the Printers list, and then click “Reset printing system”.
• Click “Reset” in the confirmation window.
• Enter an administrator username and password, and then click “OK”.
• Wait until the printing system is reset and no devices show in the Printers list

• Restart your computer and then go back to System preferences – Printers and scanners.
• Click the “Add button” (+).
• Find, and then select the name of your printer from the printer list, and then click “Add” to add your printer.
• Click “Print Using...”, and then select the name of your printer (By default “Airprint” would be selected)

Please let me know if this resolves the issue, or if you require further assistance!

Good luck 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!