Trying to print on letterhead with an OfficeJet 8610, Printer errors with "Paper size mismatch"

[fcresgray]

Paper size mismatch:  Paper detected does not match paper size selected.  Make sure the paper size is correct to continue the job.

The paper is correct.  It's 8.5"X11.0".  Normal white paper prints fine.  White paper with black and red letterhead will not print because the printer sensors detect a different size of paper...I assume the sensors are looking at the black colored block of our letterhead and this confuses the printer.  Is there a way to turn off the sensors and force the printer to print on 8.5"X11.0" paper, regardless of what the printer sensors see, or don't see?

Regards,

fcresgray

[The_Fossette]

@fcresgray,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

I reviewed your post and I understand that you are facing issues printing letterhead.

Don’t worry, I assure you I will try my best to get this sorted.

In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the printer was working fine?
• From which application/software you are printing?
• Have you made any software or hardware changes on the computer?
• Have you performed any troubleshooting steps before posting?

While you respond to that, I would like to inform you that the sensor cannot detect color.

I recommend you follow the steps in the below article and check if it resolves the issue.

https://support.hp.com/in-en/product/hp-officejet-pro-8610-e-all-in-one-printer-series/5367603/docum...

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[fcresgray]

Thanks, The_Fossette.

Answers to your questions:

1)  The printer continues to work fine as long as letter head paper isn't in the printer.  White paper prints fine.

2)  Trying to print letters from within Microsoft Word

3)  No changes other than the printer.  I had a different HP printer in place at the office and it started acting up so I replaced it with this HP8610 that I had at home.  I have never tried printing on letterhead paper with this printer until now, and it won't do it for some reason.

4)  No other troubleshooting steps other than to prove the printer works fine with white paper but not with this letterhead paper.  I can also print on this letter head paper if I load it upside down.

The link you provided is for a paper out sensor problem, which I'm not experiencing.  The printer advances paper.  It feeds the paper in, gives the error message, and spits out the paper with nothing printed on it.

Regards,

fcresgray

former HP employee

[Jeet_singh]

@fcresgray,

It looks like you were interacting with @The_Fossette, but he is out for the day & I'll be glad to help you out, 
I'm the Jeet_Singh & I'm at your service. 

As I see from your post that you are having issues only while printing from letter head. Don't worry as I have a few suggestions which should help you resolve this issue.

Let's try to update the printer firmware, now you can either update the printer firmware directly from the printer control panel or you can download the software directly from our HP support website.

For more details on how to update the printer firmware - HP Printers - Updating or Upgrading Printer Firmware Once done, restart the printer.

Now try to print and check, If the issue persists, I would suggest you try to select the paper type as Envelope.

If you are printing envelopes from Microsoft Word, it might be necessary to set the envelope size in the mailing feature.

1. Click Tools, if necessary.

2. Click Mailings or Letters and Mailings, and then click Envelopes or Envelopes and Labels.

3. In the Envelopes and Labels dialog box, click the Envelopes tab, and then click Options.

4. From the Envelope size drop-down list, select the required paper size.

5. Click OK, and then click Close.

6. Click File, and then click Print to print the envelope.

      NOTE:

   When you finish printing the envelopes, return the paper size and the paper type settings to the defaults.

If the issue still persists, I would suggest you try to create a custom size and then try to print.

Click here for Instructions.

I hope this should do the trick. Let me know how it goes for further assistance.

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[fcresgray]

The firmware was updated when the problem was initially discovered.  We aren't printing envelopes.  Just trying to print a letter on our letterhead paper that is 8.5"X11.0".  Take the letterhead paper out of the printer and replace it with white paper, and the document prints as it should.  Put the letterhead paper back in the printer and get the same error message.

Regards,

fcresgray

former HP employee (thanks to Carly) 

[Jeet_singh]

@fcresgray,

It is great to have you back, and your patience is greatly appreciated.

As you have mentioned in your post that you are having issues only while printing on letter head.

Have you checked if this paper type is supported on this paper? If not, have you tried to use a different supported card and check if that works.

Here's the Printer specifications for your Printer.

Please try this and let and me know.

If the information I've provided was helpful,

give us some reinforcement by clicking the solution and kudos buttons,

that'll help us and others see that we've got the answers!

Good Luck.

[fcresgray]

I mentioned earlier that I can take this same letterhead paper and turn it upside down, so that the top of the letterhead feeds in last, and the printer prints the document on the letterhead paper, but the text is upside down on the paper.  So the paper isn't the issue.  It was mentioned that the sensors don't sense color.  My letterhead includes a block of black that goes from left edge to right edge and I have to still wonder if the black is fooling the printer into thinking there's no paper present, or something similar.  I don't know how the printer determines the size of the paper when it loads it, but for some reason, it thinks the letterhead paper, with the top of the letterhead fed in first, isn't 8.5"X11.0" in size.

Regards,

fcresgray

[The_Fossette · Accepted solution]

@fcresgray,

It is great to have you back and your patience is greatly appreciated.

I recommend as a workaround try printing a 5-page document of your letterheads and then put a normal letter paper on the top and below that put the your letterhead paper and check whether it prints.

If you continue to face the issue, I recommend you follow the below steps and check if it helps.

1. From the printer control panel display, touch and slide your finger across the screen and then touch Setup.
2. Touch Tools.

3. Touch Restore Factory Defaults, and then touch Yes. A message appears stating that the printer defaults have been restored.

4. Touch OK.

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[fcresgray]

I’m traveling now. I’ll get back to you by Friday. Thanks.

[The_Fossette]

@fcresgray,

Thank you for keeping me posted.

Take your time and perform the suggested steps and check if it resolves the issue.

Please post your results, as I will be looking forward to hearing from you.

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Good day! Take care 🙂

Cheers!