"Paper Problem" when printing to large-format (14"x11") paper

[SheckyS]

I have an HP OfficeJet Pro 7740 Wide Format All-in-One Printer. Had it less than a year. 
I use it primarily to print diplomas for my martial arts students. I print on 14"x11" paper, which is a standard diploma size. 

Almost every time I go to use the printer, it fails to load the paper and comes up with an error "Paper Problem". 

When this happens, I open tray 1, take it out, put it back in, jiggle it, flip the paper over, open up the back panel, close the back panel, sacrifice a small animal to the printer gods, and basically just fight with the printer for 20-30 minutes and eventually, it catches the paper and prints. 

But this is just untenable and I can't keep spending SO much time and energy getting it to print every time I need it. 
Anyone got any ideas? 

For a while I thought pushing the paper toward the back of the tray would help. Then I tried pulling the paper toward the front of the tray and I thought that was the solution. But nothing seems to work consistently. 
I'm just about ready to throw the whole thing in the trash and buy an Epson. 😛

[Dragon-Fur]

@SheckyS 

Welcome to the HP Community Forum.

Does sound "mechanical"...

The source of the problem might be as simple as whether the paper weight is supported.

Given a supported paper size and paper type, the weight of the paper is important, too.

Printer Specifications for HP OfficeJet Pro 7740 Wide Format All-in-One Printer (G5J38A)

Partial Excerpt >> Section Paper Handling

Media sizes, custom (metric)	Tray 1: 76 x 127 to 297 x 420 mm
Media sizes, custom (U.S. standard)	Tray 1: 3 x 5 to 11.7 x 17 in
Media types	Plain; HP EcoFFICIENT; HP Premium Presentation Matte 120g; HP Tri-fold Brochure Glossy 180g; HP Brochure Matte 180g; HP Brochure Glossy 180g; HP Advanced Photo Papers; Light 60-74g; Envelopes 20 to 24 lb

Some Ideas --

In general, you cannot trick the printer -- for example, printer supports heavier Photo Paper,

Do not select Photo Paper during the job configuration when you are actually loading and using Brochure paper.

Typically, the job might fail due to a paper size / type conflict -- if the job does not fail, the printer might still struggle with the disparate setup.

Job Configuration

The selected paper size and type must match in the settings.

General example,

Paper Size = A4

Paper Type = Photo Paper

NOT

Paper Size = Index Card A4

Paper Type = Photo Paper

What else?

Could be paper print surface.

If the print surface is too slick, too rough, or in some way unsuitable, the printer will struggle to load and print.

If the paper is other than white (or light cream), and if the printer does not typically support colored paper, the sensor(s) might not "see" the paper correctly.

If the edges of the paper are not smooth (unlikely the case), the printer cannot grab or feed the paper.

"Not smooth" might mean ragged, scalloped, or rounded.

What else?

Printer might benefit from (or need) a good cleaning.

This document includes steps to clean the print rollers

'Paper Jam' Error

=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=

References / Resources

HP Document: HP Printers - Creating Custom Paper Sizes

HP Printer Home Page - References and Resources

Learn about your Printer  - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), Supplies, and more

Open

HP OfficeJet Pro 7740 Wide Format All-in-One Printer series 

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

[SheckyS]

Interesting idea about the paper weight and texture. I never really thought of that. 

It doesn't seem like HP makes or sells 11x14 diploma paper that would work with this printer. The paper I've been using is 65lb Parchment from Thunderbolt. 

[Dragon-Fur]

@SheckyS 

The weight is within what the printer supports.

Assuming that the printer rollers have been cleaned.

Not positive about the color.  In general, if printers of this type could not print on "cream" colored paper, I would guess we'd have heard about that by now (model has been popular for a long time).  Guessing the color is fine.

I'm not a fan of paper that claims to be printable by both Laser printers and Inkjet printers.   Personal opinion - based on a small amount of experience and a simple bias against dual purpose paper types.  

From the source:

White Parchment 65lb Cover Weight Paper 11" X 14" (11X14 Inches) 

• Cover weight 65#. GSM weight 176. Caliper thickness .010". Metric .254mm
• Soft natural white color with darker and lighter tones
• Finish that is laser and ink jet printable
• Acid-free and Lignin free. 30% post consumer waste recycled.
• Old, antique looking paper manufactured as simulated parchment

• PARCHMENT PAPER Card Stock for Printing and Writing

and

-65# Cover weight is not as thick as some card stock (equivalent to an 80# bristol or 97# index)

===============================================

For Windows

If you have not done so,

Install the Full Feature Software / full driver printer software

>>> Full Feature Software - Web Pack Installation Package - Information and Download <<<

HP OfficeJet Pro 7740 Wide Format All-in-One Print and Scan Driver and Accessories 

After the software is installed, Restart the computer and log in.

Basic installation instructions included in section References / Resources.

Make sure the correct driver is selected in Printer Properties.

===============================================

Next,

During job configuration,

Select your custom paper size 

Select paper type Brochure / Professional - matte finish

HP Brochure paper is 180 gsm.

Next,

According to the specs, Tray 2 would support the 11 x 14 in paper. 

If you have not done so >> Try using Tray 2.

References / Resources

Reference - Paper 

Media Size (facet)	Letter; A4; Legal; B5; Tabloid; A3
Media Sizes Custom (imperial)	Tray 1: 3 x 5 to 11.7 x 17 in; Tray 2: 8.5 x 11 to 11.7 x 17 in
Media Sizes Custom (metric)	Tray 1: 76 x 127 to 297 x 420 mm; Tray 2: 210 x 297 to 297 x 420 mm
Media Types	Plain; HP EcoFFICIENT; HP Premium Presentation Matte 120g; HP Tri-fold Brochure Glossy 180g; HP Brochure Matte 180g; HP Brochure Glossy 180g; HP Advanced Photo Papers; Light 60-74g

=========================================================

Printer Software - Details

If the full driver printer software is (already) installed but not working,

• Uninstall any printer software from Control Panel > icon view > Programs and Features
• Restart the computer and sign in.

Next,

• Check (for the Printer) in Devices and Printers  > If found, Right-Click Printer and Remove -- If any changes are made, that is, you remove anything, Restart the computer and sign in.

Next,

If using a printer USB cable between the printer and the computer, disconnect the cable before installing the printer software.

Installation

• Download and Save the Full Feature Software installation package or the Easy Start Software
• Open File Explorer
• Navigate to the folder in which you saved the installation file (likely Downloads)
• Right-Click on the installation package and “Run as Administrator”
• If using a printer USB cable between the printer and the computer, connect the cable when instructed (near the end of the installation).
• After the software is installed, Restart the computer and log in

HP Printer Home Page - References and Resources

Learn about your Printer  - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), Supplies, and more

Open

HP OfficeJet Pro 7740 Wide Format All-in-One Printer series 

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

[SheckyS]

Thanks for all of the advice here. 

 I suppose I should explain that I am not using any existing software, but rather, I am a programmer and the app here is using C#.Net, so I'm setting the paper size, resolution, and source programmatically. That doesn't really mean much, except that I cannot set the Paper Type except by jumping through some serious programming hoops and there is no option for Brochure. The options I have available are: 

Unknown
AutoSelect
Archival
BackPrintFilm
Bond
CardStock
Continuous
EnvelopePlain
EnvelopeWindow
Fabric
HighResolution
Label
MultiLayerForm
MultiPartForm
Photographic
PhotographicFilm
PhotographicGlossy
PhotographicHighGloss
PhotographicMatte
PhotographicSatin
PhotographicSemiGloss
Plain
Screen
ScreenPaged
Stationery
TabStockFull
TabStockPreCut
Transparency
TShirtTransfer
None

I tried CardStock, but that made no different. None of the others seems applicable. 

I tried installing the software, as opposed to using the default Windows 10 drivers. 

Once I installed the software, I was able to try using Tray 2 (which is something the default Windows software did not allow me to do), but I get exactly the same problem there. The printer simply can't grab the paper.