printer 9730e will not recognize paper size or new cartridge

[anniew455]

HP printer will not recognize correct paper size that in the tray.  

Also will not recognize new ink cartridges

I have turn off printer to reset didn't work

Need help can't print or copy 

[Hawks_Eye]

Hi @anniew455 

Welcome to the HP Support Community! We're here to help you get back up and running.

It sounds like your HP printer 9730e (likely the HP OfficeJet Pro 9730e) is experiencing two separate but potentially related issues:

Not recognizing the paper size in the tray

Not recognizing the new ink cartridges

These errors can be caused by hardware misalignment, firmware glitches, or cartridge/setting issues. Let's tackle each issue step by step.

Issue 1: Paper Size Not Recognized

Step 1: Check Paper Tray Settings

Make sure paper is loaded snugly and aligned with the guides.

Push the blue/gray tray guides so the paper stack isn’t loose.

Use only supported sizes (Letter, A4, etc.).

 

Step 2: Set Correct Paper Size in Printer

On the printer screen:

Tap Settings > Tray and Paper Management

Choose the tray you're using.

Manually set the correct paper size (e.g., Letter 8.5x11 or A4).

 

Step 3: Check for Obstructions

Remove the tray completely.

Make sure no paper or torn scraps are stuck in the tray or behind rollers.

Issue 2: Ink Cartridges Not Recognized

Step 1: Verify You're Using Original HP Cartridges

Must use HP 910/910XL or similar original HP cartridges for the 9730e.

HP+ enrolled printers require original HP cartridges — third-party ink will not work.

 

Step 2: Reinstall Cartridges

Turn off the printer.

Open the cartridge access door.

Remove all cartridges.

Check for:

Protective tape still on cartridge contacts

Dust or ink buildup on cartridge chips

Broken or bent contact pins in the printer

Gently clean contacts (gold dots) with lint-free cloth and distilled water.

Reinstall cartridges one by one, firmly pushing them into place.

 

Step 3: Hard Reset the Printer

Remove all cartridges.

Unplug the printer from power.

Wait 60 seconds.

Plug it back in.

Reinsert cartridges when prompted.

Restore Factory Settings

If nothing else works:

On the printer screen, go to Settings > Printer Maintenance > Restore.

Select Restore Factory Defaults.

This will erase Wi-Fi settings, HP+ enrollment data stays intact.

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Take care, and have an amazing day!

Regards, 

Hawks_Eye