Printer will not transport photo paper size 13x18 cm but will transport 10x15 cm and A4

[Lvkleef]

Since some time my printer will not transport poto paper size 13x18 cm, no problems with other sizes. While cleaning the paperrolls I noticed that, on top, there are only 2 small white pressure rolls instead of 4. Can that be the cause of that problem and if so, where can I get new rolls (with springs)?

[Raj1788]

@Lvkleef

Thank you for joining the HP Support Community.

This could be a hardware issue with the printer.

I would personally suggest you contact our HP phone support for one on one interaction. 

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp

Step 2. Sign in / sign in as a guest

Step 3. Enter the product number or select to auto detect

Step 4. Scroll down to "Still need help? Complete the form to select your contact options"

Step 5. Scroll down and click: HP contact options - click on Get phone number and phone number appear.

Keep me posted on further assistance. Hope that helps! 

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Have a great day ahead!