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HP Printers - Paper Mismatch error (Windows, Mac)

After sending a print job, a Paper Mismatch or Paper Size Mismatch message displays on the printer control panel or computer when the print job paper settings do not match what is loaded in the printer.

Troubleshoot a 'Paper Mismatch' message (Windows)

Identify and resolve incorrect or mismatched paper size issues on a Windows computer.

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Check the paper size and source settings (Windows)

Check the paper size and source settings for your print job in Windows.

  1. In the program you are trying to print from, click File, and then click Print.

  2. Make sure your printer is selected, and then open the Properties dialog box.

    Depending on the software program, the button might be Properties, Options, Printer Setup, Printer, or Preferences.

    • For most HP printers, click the Paper/Quality tab, and then continue with these steps.

    • For HP Laser printers, click the Paper tab, click the Original Size drop-down, and then make sure the paper size matches the type of paper loaded into the printer. Click the Output Size drop-down, select Same as Original Size, and then click OK.

  3. Click Paper Source, and then confirm the correct paper tray is selected.

  4. Click Advanced, and then click the Paper Size drop-down.

  5. Make sure the paper size matches the type of paper loaded into the printer.

    Note:

    If the exact paper size is missing from the list, select the size closest to the paper loaded into the tray.

  6. Click OK.

Reset the printer

Reset the printer to recover from printer errors or failures.

  1. If your printer has a rechargeable battery, remove it.

  2. With the printer turned on, disconnect the power cord from the printer.

  3. Unplug the power cord from the power source.

  4. Wait 60 seconds.

  5. Reconnect the power cord to a wall outlet and to the printer.

    Note:

    HP recommends plugging the printer directly into a wall outlet.

  6. Turn on the printer to complete the reset.

Update the printer firmware

HP regularly releases new firmware versions with printer enhancements or issue fixes. Update firmware on a regular basis to make sure you are getting the most out of your printer.

  • Update from the printer control panel: Many HP printers with touchscreens or menus can connect directly to HP to find and install updates. Make sure the printer is on a network with an active Internet connection. If the printer is connected with a USB cable, use one of the other options.

    On the printer, locate the Product Update or Check for Updates menu by pressing the HP ePrint icon or button ( or ). Or open the Setup, Service, or Settings menu, select Preferences, Printer Maintenance, or Tools, and then select Web Services, Printer Update, or LaserJet Update.

  • Download updates from HP Customer Support: With the printer turned on and connected to the computer or a network, go to HP Software and Driver Downloads to check for and install available updates listed under Firmware.

  • Install updates through the HP Smart app: Open the HP Smart app. If you do not have HP Smart, download it from 123.hp.com or your app store. After adding the printer, click the printer image, click Printer Home Page (EWS) or Advanced Settings, click Tools or Web Services, and then click Printer Updates.

Reinstall the HP print driver (Windows)

Uninstall then reinstall the print driver on a Windows computer.

  1. Disconnect any USB cables from the printer.

  2. In Windows, search for and open Add or remove programs.

  3. Look for your HP printer name in the list of programs.

    • If you find your printer, click the printer name, and then click Uninstall.

    • If you do not find your printer, search for and open Printers & scanners, click your printer, and then click Remove device.

  4. If a User Account Control message displays, click Yes.

  5. Follow the instructions to complete the software removal, and then restart the computer.

  6. Go to 123.hp.com to download and install the latest print driver.

Troubleshoot a 'Paper Mismatch' message (Mac)

Identify and resolve incorrect or mismatched paper size issues on a Mac.

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Check the paper size and source settings (Mac)

Check the paper size and source settings for your print job in macOS.

  1. In the program you are trying to print from, click File, and then click Print.

  2. Make sure your printer is selected, and then click Show Details.

  3. Select Paper Type/Quality or Media & Quality.

  4. Click Feed from or Source, and then confirm the correct paper tray is selected.

  5. Check the paper size settings.

    • If a Paper Size option displays, click it.

    • If a Paper Size option does not display, click Cancel, click File again, and then select Page Setup.

  6. Make sure the paper size matches the type of paper loaded into the printer.

    Note:

    If the exact paper size is missing from the list, select the size closest to the paper loaded into the tray.

  7. Click OK.

Reset the printer

Reset the printer to recover from printer errors or failures.

  1. If your printer has a rechargeable battery, remove it.

  2. With the printer turned on, disconnect the power cord from the printer.

  3. Unplug the power cord from the power source.

  4. Wait 60 seconds.

  5. Reconnect the power cord to a wall outlet and to the printer.

    Note:

    HP recommends plugging the printer directly into a wall outlet.

  6. Turn on the printer to complete the reset.

Update the printer firmware

HP regularly releases new firmware versions with printer enhancements or issue fixes. Update firmware on a regular basis to make sure you are getting the most out of your printer.

  • Update from the printer control panel: Many HP printers with touchscreens or menus can connect directly to HP to find and install updates. Make sure the printer is on a network with an active Internet connection. If the printer is connected with a USB cable, use one of the other options.

    On the printer, locate the Product Update or Check for Updates menu by pressing the HP ePrint icon or button ( or ). Or open the Setup, Service, or Settings menu, select Preferences, Printer Maintenance, or Tools, and then select Web Services, Printer Update, or LaserJet Update.

  • Download updates from HP Customer Support: With the printer turned on and connected to the computer or a network, go to HP Software and Driver Downloads to check for and install available updates listed under Firmware.

  • Install updates through the HP Smart app: Open the HP Smart app. If you do not have HP Smart, download it from 123.hp.com or your app store. After adding the printer, click the printer image, click Printer Home Page (EWS) or Advanced Settings, click Tools or Web Services, and then click Printer Updates.

Uninstall the HP print driver and add your printer with AirPrint (Mac)

Remove any print driver and software installed on your Mac, and then add the printer with AirPrint.

  1. Download and open HP Easy Start.

  2. From the HP Easy Start drop-down menu, click Uninstall HP Software.

    Clicking Uninstall HP software in HP Easy Start
  3. Follow the instructions to uninstall all HP software.

  4. Click the Apple icon , click System Preferences, and then click Printers & Scanners, Print and Scan, or Print and Fax.

  5. Click the Plus sign.

  6. Select your printer from the list.

  7. Click the Use or Print Using field, select AirPrint from the drop-down, and then click Add.

    Selecting your printer in the list and opening the Use field
  8. If AirPrint is not available or you require a specific HP-only feature, go to HP Software and Driver Downloads to download the HP software for your printer.


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