We are trialing a dedicated East Dulwich COVID-19 Area on the forum here - please keep it useful.

Forum Sponsors

www.stevenvaughan.co.uk

https://sjbsashwindows.co.uk/

Professional Carpet Cleaning at an affordable price - A & M Carpet Care

Advertise here

The East Dulwich Forum
The Bishop, The EDT, The Great Exhibition, the Actress or another?
Goto Page: 12Next
Current Page: 1 of 2
messageCan anybody help with a printer issue?
Posted by Sue 16 September, 2019 14:29

I bought a very cheap HP printer on Friday as a stop-gap after an expensive Epson printer I ordered arrived with a faulty hinge and the top hanging off at one side sad smiley So much for quality control sad smiley

Everything is fine, in fact a lot better than I expected for the price, except that it won't print properly from A4 Word documents. I just get A5 sized text in the top right corner of A4 paper (or sometimes in the middle).

Photos, Excel spreadsheets, PDFs and selections of text from websites all print normally.

I realise this is something to do with the settings either in Word or the printer, but I have (I think) been through absolutely everything on both and everything is set to A4. There seems to be no option to select "print to actual size" or whatever, which might have helped if there had been.

I've also done all the turning on/off stuff.

The printer firmware is up to date, and also Windows automatically updates on my laptop.

I originally thought it might be due to trying to print a document with narrow margins, but even printing with normal margin size has the same issue.

I have been all through the HP online virtual help - which didn't help. I phoned HP and - surprise surprise - everybody was busy. They are supposed to be phoning back and haven't.

I am tearing my hair out because surely this must be a really simple issue to resolve, and I have wasted hours on it.

Are there some settings somewhere which I may have missed, probably within Word, which is causing a mismatch with the printer?

ETA: I have never had this problem with any other printer I have ever had.



Edited 1 time(s). Last edit was 2019:09:16:14:30:01 by Sue.

messageRe: Can anybody help with a printer issue?
Posted by ianr 16 September, 2019 14:51

Sounds as if it's maybe set to print more than one page per sheet. Check that control.

messageRe: Can anybody help with a printer issue?
Posted by Sue 16 September, 2019 15:07

Thanks I will have a look. I could test it out by printing a two page test.

messageRe: Can anybody help with a printer issue?
Posted by ed_pete 16 September, 2019 16:35

I don't know which version of Word you're using but a workaround could be to save as PDF and then print the PDF ?

messageRe: Can anybody help with a printer issue?
Posted by Sue 16 September, 2019 17:39

ed_pete Wrote:
-------------------------------------------------------
> I don't know which version of Word you're using
> but a workaround could be to save as PDF and then
> print the PDF ?

Thanks that might work but it would mean I'd have to have a different PDF every time I edited the Word document, assuming I wanted to print out each edited version.

With long documents I find it easier to have a hard copy rather than scrolling backwards and forwards on the screen.

And presumably I'd have to save each page as a separate PDF so it could get rather unwieldy- I'm working on a sixty page document at the moment!

ETA: It's Word 2016



Edited 1 time(s). Last edit was 2019:09:16:17:40:29 by Sue.

messageRe: Can anybody help with a printer issue?
Posted by diable rouge 16 September, 2019 17:53

Check the option in Word for a print review before printing, if it shows the print like you're experiencing then it's a Word problem, if it shows a correct A4 preview then it's the printer that's causing the problem...

messageRe: Can anybody help with a printer issue?
Posted by RichH 16 September, 2019 18:05

Sue Wrote:
-------------------------------------------------------
> ...The printer firmware is up to date, and also
> Windows automatically updates on my laptop.

You mean the printer driver?

A bit of a long shot but double check that you are actually using the latest, genuine HP driver:

[support.hp.com]

The last time I had printing problems it was because my genuine Epson drivers had been surreptitiously replaced for Microsoft ones during a Windows Update. Took me ages tinkering around before I noticed that they weren't the real McCoy big grin

messageRe: Can anybody help with a printer issue?
Posted by Sue 16 September, 2019 20:02

Sue Wrote:
-------------------------------------------------------
> Thanks I will have a look. I could test it out by
> printing a two page test.


OK, so I had four pages with Test Test Test at the top left of each page.

If printed out four pages each with Test Test Test towards the right of each page.

Shame as I had high hopes that that was the problem sad smiley

messageRe: Can anybody help with a printer issue?
Posted by Sue 16 September, 2019 20:03

RichH Wrote:
-------------------------------------------------------
> Sue Wrote:
> --------------------------------------------------
> -----
> > ...The printer firmware is up to date, and
> also
> > Windows automatically updates on my laptop.
>
> You mean the printer driver?
>
> A bit of a long shot but double check that you are
> actually using the latest, genuine HP driver:
>
> [support.hp.com]
>
> The last time I had printing problems it was
> because my genuine Epson drivers had been
> surreptitiously replaced for Microsoft ones during
> a Windows Update. Took me ages tinkering around
> before I noticed that they weren't the real McCoy
> big grin


Thanks for that, I only got the printer on Friday and I don't think there has been a Windows update since then, but just in case I will do as you suggest, deffo worth a shot.

Not till tomorrow though, I've been out most of the day and I'm knackered big grin

messageRe: Can anybody help with a printer issue?
Posted by ed_pete 16 September, 2019 21:38

Sue Wrote:
-------------------------------------------------------
> ed_pete Wrote:
> --------------------------------------------------
> -----
> > I don't know which version of Word you're using
> > but a workaround could be to save as PDF and
> then
> > print the PDF ?
>
> Thanks that might work but it would mean I'd have
> to have a different PDF every time I edited the
> Word document, assuming I wanted to print out each
> edited version.
>
> With long documents I find it easier to have a
> hard copy rather than scrolling backwards and
> forwards on the screen.
>
> And presumably I'd have to save each page as a
> separate PDF so it could get rather unwieldy- I'm
> working on a sixty page document at the moment!
>
> ETA: It's Word 2016

You can save the whole doc as a PDF, just use the Save As function. Suggestion was just a quick workaround until you find a proper solution.

messageRe: Can anybody help with a printer issue?
Posted by seemster 16 September, 2019 21:49

Yes, agree with Ed-pete - and when you save it as a PDF you’ll then be able to compare what adobe does to what the printer does. If the Word doc looks normal when saved as a PDF then it’s even more likely to be a problem with printer / printer driver / printer software.

I had this weird thing where one of my laptops was, quite literally, shooting blanks. Everything I sent to print came out as a blank page. I had to uninstall the HP printer software - then reboot (that is so important!)- then reinstall from the HP website and all fine now. May be worth a try.

messageRe: Can anybody help with a printer issue?
Posted by Sue 16 September, 2019 22:05

Thanks, will try that tomorrow!

messageRe: Can anybody help with a printer issue?
Posted by Sue 17 September, 2019 10:12

diable rouge Wrote:
-------------------------------------------------------
> Check the option in Word for a print review before
> printing, if it shows the print like you're
> experiencing then it's a Word problem, if it shows
> a correct A4 preview then it's the printer that's
> causing the problem...


Sorry, I had missed this.

It shows the correct A4 preview, so it's a printer problem?

This is really stupid of me, but when all this started I tried to reinstall the printer driver, but when I had to find the exe file I couldn't find it. I thought it would be in downloads but it wasn't there, then I did a search on the whole of the PC (laptop) and still couldn't find it.

Also, I presumably need to find the existing driver files to uninstall first. Where would they be? Long time since I've had to do anything like this, and I'm getting more senile by the minute smiling smiley

messageRe: Can anybody help with a printer issue?
Posted by Sue 17 September, 2019 10:14

seemster Wrote:
-------------------------------------------------------
> Yes, agree with Ed-pete - and when you save it as
> a PDF you’ll then be able to compare what adobe
> does to what the printer does. If the Word doc
> looks normal when saved as a PDF then it’s even
> more likely to be a problem with printer /
> printer driver / printer software.
>
> I had this weird thing where one of my laptops
> was, quite literally, shooting blanks. Everything
> I sent to print came out as a blank page. I had to
> uninstall the HP printer software - then reboot
> (that is so important!)- then reinstall from the
> HP website and all fine now. May be worth a try.



Thanks very much Ed_pete and seemster, the pdf workaround has - er - worked.

I'm very grateful. I'll use this for the time being until I have a few spare hours to do all the other stuff big grin

ETA: the PDF printout looks exactly like the Word printout (using my previous, now dead, printer) so that deffo means it's a printer problem rather than an issue with the Word settings?



Edited 1 time(s). Last edit was 2019:09:17:10:16:21 by Sue.

messageRe: Can anybody help with a printer issue?
Posted by ed_pete 17 September, 2019 10:31

Actually Sue I still think it's a Word issue rather than a printer issue. Logically Word and Adobe Reader are using the same software to access the printer so I can only assume that Word is sending some information that renders the page as A5 rather than A4.

messageRe: Can anybody help with a printer issue?
Posted by Sue 17 September, 2019 10:45

ed_pete Wrote:
-------------------------------------------------------
> Actually Sue I still think it's a Word issue
> rather than a printer issue. Logically Word and
> Adobe Reader are using the same software to access
> the printer so I can only assume that Word is
> sending some information that renders the page as
> A5 rather than A4.



Ah, OK. Not sure where to go from here, then!

messageRe: Can anybody help with a printer issue?
Posted by KalamityKel 18 September, 2019 07:28

Sue, do you still have your old printer showing up as installed on your PC?
If so either uninstall or make sure your new printer is the default.

Are you able to print correctly with any other Microsoft programme such as excel, paint etc? (Adobe is not the same)

It could also be Word issue.. you might want to consider reinstalling the package.

Are you able to test the printing on another PC/laptop/tablet etc to see if the problem follows over?

messageRe: Can anybody help with a printer issue?
Posted by seemster 18 September, 2019 09:30

Hi, reaching the end of my ability to help but agree with Kalamity that word and adobe are not the same!

To do the reinstall that I was suggesting. Go to HP website and search for your printer. Opt to download software or drivers and then it will ask if you want to uninstall old - then follow instructions (I think that’s what I did anyway)



Edited 1 time(s). Last edit was 2019:09:18:09:31:59 by seemster.

messageRe: Can anybody help with a printer issue?
Posted by diable rouge 18 September, 2019 10:45

KalamityKel Wrote:
-------------------------------------------------------

> Are you able to test the printing on another
> PC/laptop/tablet etc to see if the problem follows
> over?

This is a good option providing it's not the same Word software, and should determine whether the printer or your Word software is at fault...

messageRe: Can anybody help with a printer issue?
Posted by Sue 18 September, 2019 11:36

KalamityKel Wrote:
-------------------------------------------------------
> Sue, do you still have your old printer showing up
> as installed on your PC?


I have uninstalled the old printer but still have to uninstall the drivers, which seems more complicated


> If so either uninstall or make sure your new
> printer is the default.


My new printer is definitely the default, and the old one doesn't show up anywhere



> Are you able to print correctly with any other
> Microsoft programme such as excel, paint etc?
> (Adobe is not the same)



Yes, it prints Excel spreadsheets with no problem. I haven't tried it with Powerpoint.


>
> It could also be Word issue.. you might want to
> consider reinstalling the package.
>



Yes that had occurred to me, but I will need to dig out the physical package, I think it had some kind of password rather than a CD, so not sure if I can instal it again? Will have to investigate. It was for only one device I think.


> Are you able to test the printing on another
> PC/laptop/tablet etc to see if the problem follows
> over?


I could try it from my mobile or ask my partner to bring his laptop over, but don't have time to do that at the moment, too much else to do, need an hour or two with no distractions!

Thanks so much for your help, everybody!

messageRe: Can anybody help with a printer issue?
Posted by Sue 18 September, 2019 11:40

seemster Wrote:
-------------------------------------------------------

>
> To do the reinstall that I was suggesting. Go to
> HP website and search for your printer. Opt to
> download software or drivers and then it will ask
> if you want to uninstall old - then follow
> instructions (I think that’s what I did anyway)


I did do that, but it didn't ask if I wanted to uninstall the old printer, just to click on a link to install the new one. Then I couldn't find the exe file to click on that.

I've tried several times.

Perhaps I need to uninstall the new printer first before I can reinstall it. Maybe it won't override the existing file, or whatever it is.

As I think this is a Word issue, I don't really want to uninstall the new printer and then reinstall it, until I have printed out what I need to (in particular, I need to print out a ticket list for 27th which I can't do yet as it's provisional).

messageRe: Can anybody help with a printer issue?
Posted by Sue 18 September, 2019 11:52

I will try taking my laptop elsewhere and printing a Word document on somebody else's printer. Can't do that till the weekend though.

messageRe: Can anybody help with a printer issue?
Posted by ce2011 21 September, 2019 06:02

Is it a wireless printer? if so and you have the option send it to your phone to print. I've got similar issue no printing from laptop but I can print from my phone wirelessly. Weird!

messageRe: Can anybody help with a printer issue?
Posted by Sue 21 September, 2019 16:32

Yes it is wireless, however I have now printed a Word document from my laptop on somebody else's printer connected by a USB cable.

This came out absolutely fine, in the usual A4 format.

Therefore that implies Word is OK and there must be something wrong with the printer settings on my new printer, no?

I don't have my printer with me here, so I can't look again.

messageRe: Can anybody help with a printer issue?
Posted by Sue 21 September, 2019 22:55

Have had a helpful response from HP via Facebook messaging.

Involves uninstalling and reinstalling stuff so shan't be doing it yet.

messageRe: Can anybody help with a printer issue?
Posted by Sue 23 September, 2019 20:42

Finally sorted, hooray!

I did have to uninstall and reinstall the printer, but in a different way to that suggested above.

It was all a bit complicated but hey, I now know there is a pause/break key on my keyboard!

Thanks so much to everybody on this thread smiling smiley

messageRe: Can anybody help with a printer issue?
Posted by seemster 24 September, 2019 08:47

Hi sue, glad it’s sorted! If you can bear to share what you ended up doing that could be v useful for others (including me!)



Edited 1 time(s). Last edit was 2019:09:24:08:48:23 by seemster.

messageRe: Can anybody help with a printer issue?
Posted by Sue 24 September, 2019 12:15

These are the instructions I got from HP, but I had to Google some of it, and some of it wasn't for Windows 10, but I struggled through it somehow big grin

My printer wasn't actually listed under Devices and Printers, so I didn't need to delete it there.

It was some of the steps in the HP support link that I had to google, eg to find out where the pause/break key was, DUH big grin

We might be able to resolve the issue by removing the existing printer software and drivers and then installing a compatible driver. Here is how to do it:

1.) In Windows, search for and open Control Panel
2.) Open Programs and Feature, Select your HP Printer
3.) Select Uninstall
4.) In Windows, search for and open Devices and printers
5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'
6.) Open up the run command with the "Windows key + R" key combo.
7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)
8.) Click on the "Drivers" tab
9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom
10.) Select Ok
11.) Select Apply and Ok on the Print Server Properties windows
12.) Close Devices and Printers
13.) Open up the run command with the "Windows key + R" key combo.
14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.
15.) Restart the computer.
Once the drivers are removed, use the steps available here: [support.hp.com] to add a Windows built-in print driver.


ETA: Although the rest of the HP support was dismal (they still haven't returned my call), the Facebook messaging was excellent, and amazingly quick to respond even over the weekend.

I had some other queries as well, which they answered promptly.

The printer was £25 and I get two months' free ink based on pages rather than ink used. I went for the 300 pages a month option given that it's free (I now intend to make use of it for printing out photos in the free months big grin though I suspect there may be something in the small print which stops me doing that somehow big grin )

I can cancel at the end of the two months and just buy ink as I need it, or go onto another plan. Or stay on the 300 page one.

I worked out what I had spent on ink per month on average over the last two years, and this compares well with that, plus I was buying compatible inks and these are HP ink.

This printer didn't get great reviews, but so far the quality of printing seems fine to me (my last two printers were very expensive, and both died, and Epson haven't exactly endeared themselves to me with all the palaver over the faulty printer I had to return).



Edited 1 time(s). Last edit was 2019:09:24:12:24:34 by Sue.

messageRe: Can anybody help with a printer issue?
Posted by diable rouge 24 September, 2019 14:19

Sue Wrote:
-------------------------------------------------------

> I can cancel at the end of the two months and just
> buy ink as I need it
, or go onto another plan. Or
> stay on the 300 page one.

My HP printer is a bit older than yours, I don't have to print stuff regularly as I can PDF most work related docs, so this may not hold true in your case, but my printer used to allow me to print as and when until the ink(s) had run out, but I've noticed that recent HP replacement inks now 'expire' regardless whether the ink has been used up or not. I've no idea how long this 'expiry' period is for, can't remember seeing anything glaringly obvious on the packaging, and the onscreen ink levels doesn't say anything either. Really annoying when I haven't used my printer for a while then want to print something only to be told to replace the cartridge, even though the cartridge is full of ink. It's also typical of our throwaway culture that it's now cheaper to buy a new printer rather than replacement inks...

messageRe: Can anybody help with a printer issue?
Posted by Sue 24 September, 2019 14:35

diable rouge Wrote:
-------------------------------------------------------
> Sue Wrote:
> --------------------------------------------------
> -----
>
> > I can cancel at the end of the two months and
> just
> > buy ink as I need it, or go onto another plan.
> Or
> > stay on the 300 page one.
>
> My HP printer is a bit older than yours, I don't
> have to print stuff regularly as I can PDF most
> work related docs, so this may not hold true in
> your case, but my printer used to allow me to
> print as and when until the ink(s) had run out,
> but I've noticed that recent HP replacement inks
> now 'expire' regardless whether the ink has been
> used up or not. I've no idea how long this
> 'expiry' period is for, can't remember seeing
> anything glaringly obvious on the packaging, and
> the onscreen ink levels doesn't say anything
> either. Really annoying when I haven't used my
> printer for a while then want to print something
> only to be told to replace the cartridge, even
> though the cartridge is full of ink. It's also
> typical of our throwaway culture that it's now
> cheaper to buy a new printer rather than
> replacement inks...


I'm using their Instant Ink - they monitor your ink levels online and post you ink before your cartridges run out.

You pay by page rather than the amount of ink, so whether this would be good for you would depend on the sort of stuff you printed, I guess.

But if your printer is old it may not support Instant Ink?

You could ask/complain via the Facebook Messenger I used - they seem very helpful?

Goto Page: 12Next
Current Page: 1 of 2

Back to top of page
Sorry, only registered users may post in this forum.
Donate                   Terms of use                  Help & FAQs                   Advertise               RSS rss feed               Copyright 2006 - 2018 East Dulwich Forum