photo paper feeding issue

[TerryC1]

When using Publisher to print a page with photos and text, my HP 6830 printer appears to have trouble feeding the photo paper.  The printing seems to start before the paper is fed through. I have tried every possible combination of settings, and still, the sheet comes out with the top of the image cut off and there are ink smears on the back of the paper. I am using HP Premium Plus Photo paper but have had the same problem using Costco brand photo paper.

[rb011]

3. Hi @TerryC1,

Thanks for reaching out to the HP Support Forums for a solution to your printing issue.

I understand that you are using an HP Officejet Pro 6830 e-All-in-One Printer with a Windows 10 computer and the printer seems to be having a difficulty feeding photo paper. I would like to help with that.

Just to make sure that the paper is being loaded properly, here is a support document that can be referred to - Loading Plain Paper, Envelopes, Cards, and Photo Paper.

Here is a document that covers print settings for printing photos - Printing Photos (Windows).

If the paper is loading correctly and the print settings are set accordingly but the paper is still not feeding properly I would check the printer's firmware. The most up to date version of firmware for the printer is PNP1CN1521AR.

You can check the printer's firmware on the printer's control panel.

1. From the main home page of Control panel, scroll to the right to locate Help menu.

2. Select Help and select Printer Information.

3. Scroll to the bottom of the screen.

4. The current firmware revision will appear on the screen.

If the firmware version on the printer precedes PNP1CN1521AR the firmware needs to update.

If the printer is set up wirelessly and has web services enabled you can update the printer on the control panel as well.

1. From the printer control panel display, touch Setup.

2. Touch Printer Maintenance.

3. Touch Update the Printer.

If all of the above checks out and you are still having the paper feed issue, I would check the printer's software and drivers next. To do that I would download and run the HP Print and Scan Doctor. This tool can diagnose and fix many printing and printer software issues.

Please let me know if this resolves the issue, or if you require further assistance.

In fact, if this helps you to reach a solution, please click the "Accept as Solution", and the "thumbs up" buttons down below in this message. 🙂

Thanks!

[TerryC1]

in reference to my ealier post and reply:  The firmware setting was different (PNP1CN161OAR)  than you said it should be but when I tried to update it, it said it was current. I then tried the print doctor and it said everything was ok. I tried to print the again, paper loaded correctly, setting correct and again it will either print the last 3/4 of the document or like it is printing but when "done" the glossy side has nothing but there are ink streaks on the back. I can print the document fine on regular paper, just not full size photo paper. As a further experiment, I tried printing just a photo on full size, 5x7 and 4x6 photo paper. The 5x7 and 4x6 printed perfectly but the 81/2 x11 sheet malfunctioned again. So it seems to be a problem with the feeding of the full size photo paper. Due to a previous print head problem, my original printer was returned and this is a refurbished replacement. The machine says it is a 6835 but all the software ways 6830. Any other solutions other than the trash can?

[TerryC1]

in reference to my ealier post and reply:  The firmware setting was different (PNP1CN161OAR)  than you said it should be but when I tried to update it, it said it was current. I then tried the print doctor and it said everything was ok. I tried to print the again, paper loaded correctly, setting correct and again it will either print the last 3/4 of the document or like it is printing but when "done" the glossy side has nothing but there are ink streaks on the back. I can print the document fine on regular paper, just not full size photo paper. As a further experiment, I tried printing just a photo on full size, 5x7 and 4x6 photo paper. The 5x7 and 4x6 printed perfectly but the 81/2 x11 sheet malfunctioned again. So it seems to be a problem with the feeding of the full size photo paper. Due to a previous print head problem, my original printer was returned and this is a refurbished replacement. The machine says it is a 6835 but all the software ways 6830. Any other solutions other than the trash can?

[rb011]

Hi @TerryC1,

Thanks for getting back to me with that information.

The printer's firmware is up to date.

You mentioned that everything prints fine except this document when it is done on the 8.5 x 11 photo paper. 

Just to be sure, when you are loading the 8.5 x 11 photo paper, is it being loaded glossy side down?

Please let me know.

Thanks

[TerryC1]

yes, paper loaded glossy side down.

[TerryC1]

Here is how the print looks. The top part of the document is cut off, like it started printing before the paper is fed thru. And the back with ink streaks.

[rb011 · Accepted solution]

Hi @TerryC1,

Thanks for getting back with those pictures.

It appears that whatever ink was supposed to go at the top of the page has been actually going onto the rollers, then coming off on the back of the paper.

There is a Clean ink smear option that can be done when inn is smearing on the back of printouts. I am not really sure if it can help clean the ink on the rollers, but it is worth a try.

1. Load plain white paper into the tray.

2. On the printer control panel, swipe the display to scroll to Setup, and then touch the Setup icon . The Setup menu displays.

3. Swipe the display to scroll to Printer Maintenance, and then touch Printer Maintenance.

4. Touch Clean Page Smears.

5 After the printer prints a test page, touch OK.

It may also help to clean the paper feed rollers.

If this does not help I would contact HP Tech Support by phone as they m ay other ways available to them that can help lead to a solution to this issue.

What you can do, is 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. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click on: HP contact options - click on Get phone number

Case number and phone number appear.

If this helps you to reach a solution, please click the "Accept as Solution", and the "thumbs up" buttons down below in this message. 🙂

Thanks!

[therealJohnWill]

HP 7740 brand new and most functions work well but will not pick up photo paper heavier than 180gsm. Have tried about six brands of paper from cheap to very high quality. Some, stress some, will occasionally pick up if I only load a handful of sheets. Any ideas? I don't want to send back a machine that otherwise works well. Naturally I have cleaned rollers etc as recommended but I stress machine is only a couple of weeks old.

[kevin-t]

Hello,

Thank you for posting in this thread. Unfortunately based on when the last response was made, I have closed this thread to help keep comments current and up to date. We recommend starting a new thread for your issue by clicking here.
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