officejet 7610 custom paper size

[Tony_Foster]

I have the same problem but with Windows 7 64 bit.  I don't have double-sided version of the HP 7612. I've been able to enter a custom size in the printer server properies (27.6 X 37.4 cm) and have that size in the printer. It appears OK in the printer setup but does not appear in Windows Print page (also fails in PHOTOED).  The data doesn't seem to be transferring from printer setup to print screens. I've tried rebooting, reinstalling the printer. Printer works fine when using A3 paper. The data under printer server properties doesn't seem to be reaching the Windows print functions.  HELLP!

[Jeet_singh]

@Tony_Foster,

Welcome to HP Support Community,

Let's run HP Print and Scan Doctor: 

If you are facing any issue while using the printer then try using HP Print and Scan Doctor (PSDR). PSDR is an automated tool which can diagnose and resolve printing and scanning problems. Please go to this link: HP Printers - Using HP Print and Scan Doctor (Windows)  to download and run HP PSDR. Once you open the program, select your printer and click on “Fix Printing” to automatically diagnose and fix the issue.

I suggest you uninstall the printer drivers from the root level and then reinstall them by following the below steps: (ONLY FOR WINDOWS)

• Press “Windows key” + “r” to get the “Run” window.
• Type "services.msc" to get Services – Go to “Print spooler” – Right-click and “Stop” the service.
• Now again open "Run" - Type “spool” and OK - Go to PRINTERS folder - delete everything in that folder.
• Go to services again - Start the print spooler.
• Now check for issue resolution.
• If the issue persists, also try clean installing the printer drivers. Here are the steps:
• First, unplug the USB cable from the printer if present.
• Go to Control panel – Programs and feature – Select all the HP OfficeJet printer entries and uninstall them.
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
• Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.
• Please click here to download and install the software.
• Connect the USB cable if prompted and follow the on-screen instructions to complete the installation.

Let me know how it goes!

Please click “Accept as 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!

[Tony_Foster]

Hi Jeet,   Thanks for your reply, sorry about the delay in trying your advice. I didn't mention that I have two HP printers, an HP7610 widebed and a HP8710 standard A4 (aso a Brother HL-1110 laser for basic mono printing). I also have two computers, a Mesh 64-bit machine and a Sony laptop 32-bit machine, both running Windows 7 (some of my older specialist software written in Access 2003 won't run on Windows 10)      Anti-virus is Malwarebytes Premium on both.           I've run HP Print and Scan Doctor 5.1 on both PCs and both printers after downloading new copies. The four tries each reported 'General Printer Error' but both printers are working fine on both PCs with no messages on their screens. The 7612 is still using the setup cartridges supplied with it, the 8710 is using good quality compatibles. I pressed 'Skip' and the software reported that it had fixed errors then printed test pages - all look fine.

I then followed your directions to remove then reinstall the 7612 and 8710 drivers using the version from your website, no problems. On the 64-bit machine in 'Devices and Printers' for the 7610 I set up a new sheet as 'Temporary Notepad A5' slightly smaller than A5 size. I noted that this also appears under the 8710 so assume that both drivers use the same size table. After a full reboot I tried printing a jpg image using the standard 'Print Pictures' facility in Windows 7. The 8710 only offered A4, Letter, Executive, B5 (JIS), B5(ISO) 176x250mm paper sizes. The 7610 offered the above plus about 20-odd other sizes but my new one didn't appear. Exactly the same on my 32-bit laptop!

I use Microsoft 'Photo Editor' (an oldie but goodie) for simple print jobs, it offered the same options as the Windows printer as did Adobe Photoshop Elements 11.

I've rechecked both PC's with Malwarebytes Premium, CCleaner and Tweaking.com and had a careful look at the running background processes, nothing unusual (I'm a retired Chartered IT Engineer) SMART tests on all drives are OK. The only unusual feature of my home network is that there are six NAS drives, maily Western Digital, no wierd software or risky files. The printers are on wired Ethernet. There are no network address conflicts and I cannot detect any record of intruders. I physically switch off devices that are not in use.  I don't know if the HP8710 had any problems before I bought the 7612, I've never had reason to use other than A4 paper. The 7612 works fine provided that it's fed paper that meets the size specification, it appears to be able to detect paper that isn't the width it expects and puts up an error.

I've found a work-around that allows me to use the built-in paper sizes (trim paper!) the the solution isn't urgent anymore but I'd still like to know!  Thanks for your attention.

[Jeet_singh]

@Tony_Foster,

In this scenario, I would personally suggest you contact our HP support team so that they can remotely take control of your PC and help you check the settings.

I would recommend you contact our HP support team for further assistance. 

HP support can be reached on www.hp.com/contacthp

Select the product type.

Enter the serial number of your device or select let HP detect your product option.

Select the country from the drop-down.

You should see the HP phone support number or Chat option listed.

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

[Tony_Foster]

Hi Jeet, This is all getting to be too much trouble!  I've had very bad experience with letting suppliers have hardware access to my computers (wasn't HP) it took me weeks to correct the links to my then employer AND they didn't solve the problem. I solved it by changing my anti-virus supplier.  I can live with the problem just by avoiding some paper sizes when purchasing.  I have an old laptop running windows 7 and not much else.  I installed only the HP7610 software  and it all worked, I could set up custom sizes and use them!  I the added the HP8710 to the printers list then I couldn't do custom sizes!!!  This suggests to me that the two printer settings interact somehow.  As I say, I can live with the problem, just don't use paper cut from spiral-bound art pads.  Thank you for your help.   Tony

[Jeet_singh]

@Tony_Foster,

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).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.