hp envy photo 7800 series printer not letting me choose photo paper size?

[seansdad1999]

Hi everyone. I have the HP Envy Photo 7800 series printer. Every time I go to print a photo (4x6), two things happen.  First it will print a blank page from the photo tray, no clue why.  Then secondly it will try to print the same job again and tell me I have the wrong paper loaded and it wants a 5x7 sheet in the photo tray.  I have tried so so many different things to get this to work.  I'm out of ideas.  Help please?????  I even tried resetting the printer back to its factory standards.  Didn't help.

[seansdad1999]

Anyone? Please??

[seansdad1999]

Has anyone experienced this before and knows how to resolve it? Please I am desperate. 

[Betty0610]

@seansdad1999

Welcome to the HP Support Community.

Does this only happen while printing photos?

Try a firmware update: https://support.hp.com/us-en/document/ish_1776648-1643972-16

If the issue persists, let's do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.)  Open up the run command with the "Windows key + R" key combo.

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've 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!

Thanks!

Have a great day!