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‎03-17-2018 03:37 PM

HP Recommended
Product: hp office jet 6960
Operating System: Microsoft Windows 10 (32-bit)

 I recently changed printer size paper on control panel, I am now trying to reset it to document size. The control panel will not allow me to do it. i have tried to reset to factory default, changed settings in preferences on setting feature. when i go to copy a document i get a mesage paper size is wrong. help thank you maryD

4 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎03-18-2018 03:01 PM

HP Recommended

@marydorazio

 

Thank you for posting on HP Forums, MKazi is at your service. 

 

I understand that you have an HP OfficeJet Pro 6960 All-in-One Printer and it does not let you change the paper size from the printer front panel. Due to this, there is an error message saying "paper size is wrong" while trying to make a photocopy on a document size. Not to worry, I'll do my best to assist you with this case. 

 

Does the printer allow you to select any other paper size from the list if sizes? This is just to check if the problem if with the document size paper option or all the paper sizes.

 

While you respond to that, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

  • Disconnect the power cable from the printer while the printer is still ON.
  • Disconnect any other cables if connected the printer.
  • Press and hold the printer’s power button for 15 seconds.
  • The printer should be directly connected to the wall outlet and not to a surge protector.
  • Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

Following are the supported paper sizes by this HP printer:

 

Please download and install the firmware update for the printer via this link: http://hp.care/2FN1j3i

The printer needs to be restarted after the firmware is successfully installed.

 

Now, you may attempt to change the paper size:

 

 

In case the problem persists then let us perform a reset on the printer. The reset will restore the printer to its original factory condition. A private message has been sent with the reset instructions. 

 

I genuinely hope the issue gets resolved without hassles and the unit works great. Let me know. 
I'll be glad to assist you further.

 

Cheers! 🙂

 

 

 

View solution in original post

Was this reply helpful? Yes No
1 REPLY 1

‎03-18-2018 03:01 PM

HP Recommended

@marydorazio

 

Thank you for posting on HP Forums, MKazi is at your service. 

 

I understand that you have an HP OfficeJet Pro 6960 All-in-One Printer and it does not let you change the paper size from the printer front panel. Due to this, there is an error message saying "paper size is wrong" while trying to make a photocopy on a document size. Not to worry, I'll do my best to assist you with this case. 

 

Does the printer allow you to select any other paper size from the list if sizes? This is just to check if the problem if with the document size paper option or all the paper sizes.

 

While you respond to that, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

  • Disconnect the power cable from the printer while the printer is still ON.
  • Disconnect any other cables if connected the printer.
  • Press and hold the printer’s power button for 15 seconds.
  • The printer should be directly connected to the wall outlet and not to a surge protector.
  • Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

Following are the supported paper sizes by this HP printer:

 

Please download and install the firmware update for the printer via this link: http://hp.care/2FN1j3i

The printer needs to be restarted after the firmware is successfully installed.

 

Now, you may attempt to change the paper size:

 

 

In case the problem persists then let us perform a reset on the printer. The reset will restore the printer to its original factory condition. A private message has been sent with the reset instructions. 

 

I genuinely hope the issue gets resolved without hassles and the unit works great. Let me know. 
I'll be glad to assist you further.

 

Cheers! 🙂

 

 

 

Was this reply helpful? Yes No
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