Paper Size Mismatch Error

[Micro_Eng]

Printer has suddenly stopped printing (including diagnostic pages), coming up with a paper mismatch error. I've loaded A4, gone into settings both in the printer and application and checked settings are OK. I have checked inside the printer for debris, reset the printer (removing the power cord for 60 secs), checked driver and firmware which are all up to date. I have checked the default settings in the browser and on the printer itself and ran through the suggestions on the HP Support video. It's almost like the sensor can't pick up what size the paper is. Is there a way to check the sensor is working?

[Raj1788]

@Micro_Eng

I suggest you do a Hard Reset on the printer

(1) Turn the printer on, if it is not already on.

(2) Wait until the printer is idle and silent before you continue.

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

(4) Unplug the power cord from the wall outlet.

(5) Wait at least 60 seconds.

(6) Plug the power cord back into the wall outlet.

NOTE: HP recommends connecting the printer power cord directly to the wall outlet.

(7) Reconnect the power cord to the rear of the printer.

(8) Turn on the printer, if it does not automatically turn on.

The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.

Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

Then, follow the step by step instruction in this document: https://support.hp.com/us-en/document/ish_2041502-1777828-16#:~:text=For%20HP%20Laser%20printers%2C%.... for 'Paper Mismatch' Error

Keep me posted, how it goes!

If the information provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thank you for joining the HP Community.

Have a great day!

Cheers:)

[Micro_Eng]

Thanks Raj but I've tried all that several times. I've just run print and scan doctor again and when I tried to print an internal diagnostics page the printer says the paper size detected by the printer is smaller than the paper size selected for the job, but it's all set to A4 and the paper is A4!

Update: I created a new doc formatted as an envelope with main tray selected and it printed on the A4 in the printer. But it won't print anything formatted to A4?

[Raj1788]

@Micro_Eng

I have sent you a private message, to reset the printer that cannot be shared in a public post.

Can you please check your inbox on the forums page for the private message.

Keep me posted, how it goes!

If the information provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)

[Micro_Eng]

Thanks for that but it still comes up with paper size mismatch and won't print the alignment page etc. Is there some way of adjusting the paper size sensor?

[Raj1788]

@Micro_Eng

This is a hardware issue with the printer, I would personally suggest you contact our HP Support. 

Click here: www.hp.com/contacthp

Keep me posted on further assistance. I hope that helps! 

Have a great day ahead!

[Micro_Eng]

The printer is only a few months out of warranty so I guess it's destined for the bin...

[Raj1788]

@Micro_Eng

I have brought your issue to the attention of an appropriate team within HP. 

They will likely request information from you in order to look up your case details or product serial number 

Please look for a private message from an identified HP contact. 

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Community. 

[Micro_Eng · Accepted solution]

Many thanks to HP support for resolving this issue. It may have taken a while but it was worth the wait to receive a replacement printer due to a hardware fault.