Print Failure - File not supported

[bussbar]

I just Purchased a HP Officejet Pro 9730e, it will not allow me to print anything from my computer. they look to communicating fine. I can see the name of my file on the printer touch screen once I send a print job. nothing happens, I look at the jobs tab and see my files with a prompt message stating print failed - wrong or unsupported file format. it's only a pdf file, I'm not sure why its failing. does anyone have an idea?

[Raj_05]

Hi @bussbar,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds frustrating to encounter printing issues with your new HP Officejet Pro 9730e. Let's troubleshoot the problem.

• Check File Format Compatibility: Although PDF is a widely accepted format for printing, there might be specific compatibility issues with your printer. Ensure that your PDF file is not corrupted and try printing other PDF files to see if the issue persists.
• Printer Driver Update: Ensure that you have the latest printer drivers installed on your computer. Sometimes outdated drivers can cause compatibility issues with certain file formats.
• Print Settings: Verify that your printer settings are configured correctly. Make sure that the paper size, orientation, and other print settings match the settings of the PDF file.
• File Size: Check if the file size of the PDF is too large. Some printers have limitations on the size of files they can process. If your PDF is too large, try reducing its size or printing a smaller portion of the document.
• Print from Different Software: Try printing the PDF from a different software application or a web browser. Sometimes, printing directly from Adobe Acrobat or another PDF viewer can resolve compatibility issues.
• Restart Devices: Sometimes, a simple restart of both your computer and printer can resolve communication issues between devices.

Hopefully, one of these steps will help you resolve the issue and get your printer working smoothly.

I hope this helps.

Take care and have a good day.

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

Alden4

HP Support 

[bussbar]

Hi Alden4, I appreciate your help. I am currently in the office, but once I return to our field trailer, I will verify if any of these possible solutions will work. I will get back to you shortly. once again, thanks for your reply. 

[Raj_05]

Hi @bussbar,

Thank you for your response, 

Please feel free to reach out to us. We are here to assist you and provide any necessary support.

I will be archiving this case for now however, you can respond to the same thread to continue the conversation.

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

Take care and have a great day ahead!

Alden4

HP Support 

[bussbar]

Hello Alden4,

I have tried all of your possible solutions. unfortunately, I have had little to no success.  I have restarted my computer and the printer with the same issue occurring.  I have also visited to the HP site to make sure I didn't need to download a driver. The site recommended HP smart, which I already had downloaded. I visited the application in hopes a driver download would be available. That was also unsuccessful, as I could not find a driver to download. I have attempted other PDF files, Word files, and excel files, all failed print jobs with the same prompt message. All the PDF files I have sent are one page. I have the printer filled with the right size paper. I also have the right option in my printer settings for what size page I would like to print on. this is quite beyond me at this point. I read online somewhere that a possible issue could be the version of windows your computer is, my computer works off of windows 10. is this an issue?

[Raj_05]

Hi @bussbar,

Thank you for your response, 

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Alden4

HP Support 

[Jponski]

I have this exact same issue and did the exact same steps. For giggles I tried the HP Smart app too and none of that was helpful.

What is the solution to this?

[Sneha_01]

Hi @Jponski,

We apologize for the inconvenience, but it seems that the issue needs a hardware repair.

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

They can help you with the unit repair or part replacement.

I request you talk to HP Phone Support and they will help you to sort it.

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support

[UselessDynamo]

I ran into this issue assisting a client with a new printer install. I suspected a driver issue and what worked for me was using the latest HP OfficeJet Pro drivers available by default in Windows, rather than downloading drivers from HP's site. Yes, the driver I applied was for an 8000 series and not the 9730e, but it worked so I'll take it. Not sure if this will work for everyone, but it worked for me.