I'm confused

Rik · Sep 30, 2009, 17:31:12

I purchased an HP Photosmart Premium (C309G) all-in-one today. Apart from the copier/scanner/printer functions, it has auto-duplexing and is both wireless and wired for networking, or has a USB interface, supports Pictbridge and has a memory card reader, plus is Bluetooth enabled, so can print direct from mobile phones etc. All in all, it seemed a worthwhile upgrade to my aging Photosmart 2410 for everyday printing and copying.

However...

It has a quirk which I have not been able to resolve or explain so far. The first page which is printed is displaced 10mm down the page, all others print in the correct position. HP have had me install the generic 550C driver, and this does the same, except that it prints first-to-last, so the first page of the document is affected, while the C309G driver prints last-to-first, so the problem shows on the last page with that. Actually, that's quite useful as it's a simple matter from most software to add an extra, blank page (albeit wasteful).

Neither my Laserjet 1022N, nor the C309G reports the paper size available in Printer Properties, but both show it correctly within the driver settings. The Laserjet does not display the displacement, however. The 550C driver does display the available paper size as A4, but displaces.

I'm stumped at this point. HP have been trying to blame the software I'm printing from, but that's partly because they didn't read what I said correctly, ie I explained I could correct it by adding a blank page from Word, WordPerfect, Corel Draw etc - but that I couldn't do that when printing from Firefox or Outlook, which display the same issues.

My sense is that the printer is not being properly initialised for the first page, possibly being told that the page size is Letter, rather than A4, but that's just a gut feeling. There's no setting I can find on the printer itself to set paper size.

Interestingly, if I do a double-sided photocopy, the first side also displaces down the 10mm, while the second side does not - which possibly indicates something to do with the paper pickup rollers. Using the inbuilt 6x4 photo paper tray, images are located correctly, hence my thoughts about paper pickup.

Any and all ideas welcomed, because it's bugging the hell out of me.

Glenn · Sep 30, 2009, 17:55:05

Does it matter if it is networked or USB?

Glenn · Sep 30, 2009, 17:58:39

There maybe something on HP's forums http://h30434.www3.hp.com/psg/?category.id=InkJet

Baz · Sep 30, 2009, 18:03:10

this sounds similar to a prob I had on my HP C8180.......except opposite

mine would miss off the last few lines from a document but only from the wifes lappy and only every so often.I found the paper settings in the printer properties were set at Letter as you just mentioned Rik,changed these on my system and it seemed ok. Haven't yet tried on the lappy.Also I think when she was printing from Word she used the 'Quick Print' option along the top which did it all the time.May have been that.

sorry this will be of no help at all to you Rik

Rik · Sep 30, 2009, 18:06:37

Nothing that I can see in the forums, Glenn, only one message about the printer. It's only just released, which might explain it.

Quote from: Glenn on Sep 30, 2009, 17:55:05
Does it matter if it is networked or USB?

I haven't tried USB at this point.

Rik · Sep 30, 2009, 18:07:28

Thanks, Baz, it kind of points me in a direction, even if I don't have the solution yet.

Rik · Sep 30, 2009, 18:22:49

Quote from: Glenn on Sep 30, 2009, 17:55:05
Does it matter if it is networked or USB?

Now tried, it's exactly the same either way, Glenn.

Rik · Sep 30, 2009, 18:39:11

I've just posted over on the HP forums too...

Rik · Oct 01, 2009, 16:24:03

Solution!!!! After much jumping through hoops for HP, several re-installations of software, cleaning the paper rollers (after a day!!?), 250 sheets of paper and a black ink cartridge later, we know the cause.

Every time you install the driver on a machine on the network after the first, the setup procedure corrupts the printer's memory. The cure is a power off, remove main power, restore main power after 30 seconds, power on.

I just wish they'd suggested trying that first...

Niall · Oct 01, 2009, 17:02:07

You know, I was sarcastically going to suggest "have you tried turning it off and on again", as the old I.T. joke goes

Rik · Oct 01, 2009, 17:03:35

I wish you had done, Niall. I was so focussed on what appeared to be a driver issue (as were HP), that I didn't think to do a power cycle - but then, neither did they.

Steve · Oct 01, 2009, 17:08:58

Oh bugg*r

Dangerjunkie · Oct 01, 2009, 17:10:33

Doh!

Don't you just hate it when that happens? Glad you got it sorted. How is it performing now you've reclaimed the lost 10mm?

Cheers,
Paul.

Rik · Oct 01, 2009, 17:10:59

Quote from: stevethegas on Oct 01, 2009, 17:08:58
Oh bugg*r

That was the least of the epithets I used, Steve.

Rik · Oct 01, 2009, 17:11:52

Quote from: Dangerjunkie on Oct 01, 2009, 17:10:33
Doh!

Don't you just hate it when that happens? Glad you got it sorted. How is it performing now you've reclaimed the lost 10mm?

Sue says it's much better, Paul.

And, yes, I do.

Niall · Oct 01, 2009, 17:13:52

Quote from: Rik on Oct 01, 2009, 17:03:35
I wish you had done, Niall. I was so focussed on what appeared to be a driver issue (as were HP), that I didn't think to do a power cycle - but then, neither did they.

It did look like a software issue to be fair.

psp83 · Oct 01, 2009, 17:17:52

Damn, should of read this thread sooner, had the same problem with my HP Photosmart C4380.

I got stressed with it and ended up pulling the power, left it for a few hours so i could destress, tried it again and everything was fine.

Rik · Oct 01, 2009, 17:22:49

HP are obviously toying with us, Paul.

Rik · Oct 01, 2009, 17:23:33

Quote from: Niall on Oct 01, 2009, 17:13:52
It did look like a software issue to be fair.

It is, in a manner of speaking. I wonder whether they'll update the printer firmware.

psp83 · Oct 01, 2009, 17:25:01

Quote from: Rik on Oct 01, 2009, 17:22:49

HP are obviously toying with us, Paul.

Yep. Setting up the wireless on that printer was a nightmare aswell. It refused to find the wireless. So another power cycle and a few nasty words sorted that lol.

Rik · Oct 01, 2009, 17:43:17

I can't believe we're the only people this has happened to, so I wonder why that wasn't a first solution rather than the last thing to try before swapping the printer? Interestingly, in discussion, it was suggested to me that most people using it only connect it to a single machine, so the problem doesn't arise. In which case, why buy a networked printer?

psp83 · Oct 01, 2009, 19:35:24

Quote from: Rik on Oct 01, 2009, 17:43:17
I can't believe we're the only people this has happened to, so I wonder why that wasn't a first solution rather than the last thing to try before swapping the printer? Interestingly, in discussion, it was suggested to me that most people using it only connect it to a single machine, so the problem doesn't arise. In which case, why buy a networked printer?

Perhaps they dont want the USB lead ? One reason i got mine. the other is because i have 3 laptops, 3 PCs and a netbook.

Also you can have the printer anywhere in the house, Keeping the desk area clutter free.

Rik · Oct 01, 2009, 19:37:51

I opted for wired ethernet rather than wireless, Paul, so it's just one lead or another to me. Like you, I wanted a networked printer because I had multiple machines, four in my case. If this is the root of the problem, though, you'd have thought they'd have come up with a 'software reboot' of the printer at the end of the installation routine.

Lance · Oct 01, 2009, 22:09:32

It's not very good really is it. Fortunately I've not had any problems with my networked hp!

Sebby · Oct 02, 2009, 00:14:23

Quote from: Rik on Oct 01, 2009, 19:37:51
I opted for wired ethernet rather than wireless, Paul, so it's just one lead or another to me. Like you, I wanted a networked printer because I had multiple machines, four in my case. If this is the root of the problem, though, you'd have thought they'd have come up with a 'software reboot' of the printer at the end of the installation routine.

I always opt for wired where possible. I agree that the installation could be a bit more intelligent since it's an issue that seems to always occur.

Rik · Oct 02, 2009, 09:05:40

Quote from: Lance on Oct 01, 2009, 22:09:32
It's not very good really is it. Fortunately I've not had any problems with my networked hp!

I haven't with the networked laser either, Lance. It has to be, imo, a sloppy installation routine - which is very different to the one for the laser.