7612 All-in-one wide format printer/scanner will only scan at Legal paper size, not full A3

[becca-j]

Hi,

I scan from my OfficeJet 7612 A3 printer/scanner through Photoshop CC, using WIA support, but recently I can only scan Legal page size - it's stopped recognising anything else, so half my work gets cropped off, and I have to piece things together digitally. I use custom settings so I can scan at high res, but it doesn't give me the option to change the page size - as in the screen grab below, Legal is selected at bottom left and can't be changed.

Scanning directly from the printer's screen produces the same result, and the HP Smart app doesn't recognise the scanner at all:

I also have an issue with the printer/scanner frequently appearing offline, whatever I'm trying to access it from (typical are Word, PS, InDesign and Acrobat - online or desktop). Usually this can be fixed by going into Windows settings and selecting Add Printer, which triggers it to appear as online, but sometimes I have to restart my laptop to get it working.

All drivers/firmware are installed and up to date, as is Photoshop CC.

Any ideas?

[Andr-1611]

HI @becca-j ,
Welcome to the HP Support Community!

This is probably an incorrect installation. Therefore the correct installation must be followed.

The HP software must be completely uninstalled and removed of the system.

First download only this complete package: "HP Officejet 7610 series Full Feature Software and Drivers".

Then proceed as follows:

Check the system for

• TuneUp`s
• Optimization Tools
• Cleanup Tools

disable them, better uninstall them. Next...

1. Disconnect printer/scanner from computer- Disable WLAN and/or remove the USB or LAN cable.- Do not switch off the printer >> unplug the power cord from the socket!
2. uninstall all HP software > via "Programs and Features"
   see here., and remove the printer from the devices list, if present.
3. Restart the PC
4. Change File-Explorer-Settings:View > Options > "Change folder and search options" > Tab "View"
   • enable > Show hidden files, folders and drives
   • uncheck > Hide protected operating system files (Recommended)
   OK
5. search for "HP [printer name]"and delete all this folders
6. Empty the TEMP folders
   A) C:\Users\[Your user account]\AppData\Local\Temp\
   B) C:\Windows\Temp\
system files cannot be deleted!
7. Reconnect the printer to the power supply and switch it on (if this does not happen automatically)
8. Please note: WLAN has to be deactivated!
9. Restart the PC
10. Close all programs
11. Open up the run command with the "Windows Key + R" key combo > in folder Downloads click on the EXE,
    File name: OJ7610_971-2.exe (113.7 MB).

Via USB, means wait until the installation asks to connect the printer/scanner. Document error messages, even better is a screenshot and upload here.

The network configuration or the type of connection can be changed later.

Note:

Change the File Explorer settings again -

• enable > Don`t show hidden files, folders or drives
• click button > Hide protected operating system files (Recommended)

OK

Hope this helps! Keep me posted.
Andreas

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