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HP PSC 2170 All-in-One Printers - A 'Paper Mismatch' or 'Paper too Narrow' Error Occurs When Printing in Microsoft Word

Issue

The front panel displays 'Paper Mismatch' or 'Paper too Narrow' while printing or copying. A blank piece of paper feeds through the HP product.

Solutions

Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.

Solution one: Resume the print job

Ignore the error and continue printing. The print job might still be acceptable even if the paper size and paper type settings are not an exact match.

  1. Press Enter on the control panel to clear the error message.

  2. Try the print job again.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution two: Adjust the print settings in Microsoft Word

Use the HP product software, also known as the printer driver, to change the print settings for your paper size and type depending on your version of Microsoft Word.

Option one: Adjust the print settings in Microsoft Word 2003

  1. In Microsoft Word, click File, and then click Print.

  2. Make sure that your HP product is in the Name drop-down list box, and then click Properties.

  3. Click the Features tab, or the Paper/Quality tab.

  4. Select a paper size from the Size drop-down list.

    If the required paper size is not in the drop-down list, follow these steps to create a custom paper size.

    1. Select Custom from the drop-down list.

    2. In the Custom Paper Size dialog box, type a name for the new custom size.

    3. In the Width and Height boxes, type the dimensions.

    4. Select the unit of measurement, and then click Save.

    5. Click OK to close the Custom Paper Size dialog box, and then click OK again to close the Properties dialog box.

      NOTE: You must exit the Properties dialog box to apply your changes.
    6. Open the Properties dialog box again, and then select the new custom size from the Size drop-down list.

  5. Select the paper type.

    1. In the Paper Type or Type is drop-down list, click More.

    2. Click the desired paper type, and then click OK.

  6. Select the paper source from the Paper Source drop-down list.

  7. Change any other settings, and then click OK to close the Properties dialog box.

  8. Try the print job again.

Option two: Adjust the print settings in Word 2007

  1. In Microsoft Word, click the Office button (), and then click Print.

  2. Make sure that your HP product is in the Name drop-down list box, and then click Properties.

  3. Click the Paper/Quality tab or the Features tab.

    NOTE: Either the Paper/Quality or the Features tab displays in the Document Properties window depending on the software (printer driver) installed for your HP product.
  4. Select an envelope size from the Paper Sizes drop-down list.

    If the required paper size is not in the drop-down list, follow these steps to create a custom paper size.

    1. Click the Custom tab.

    2. In the Custom Paper Size dialog box, type a name for the new custom size.

    3. In the Width and Length boxes, type the dimensions.

    4. Select the unit of measurement, and then click Save.

    5. Click OK to close the Custom Paper Size dialog box, and then click OK again to close the Properties dialog box.

      NOTE: You must exit the Properties dialog box to apply your changes.
    6. Open the Properties dialog box again, and then select the new custom size from the Paper Sizes drop-down list.

  5. Select the paper type.

    1. In the Paper Type drop-down list, click More.

    2. Click the desired paper type, and then click OK.

  6. Select the paper source from the Paper Source drop-down list.

  7. Change any other settings, and then click OK to close the Properties dialog box.

  8. Try the print job again.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution three: Disable the automatic paper type sensor

  1. Press the Copy or Photo Card button on the control panel, if it is not already lit.

  2. Press the Options button until Paper Type displays.

  3. Press the Right Arrow () button until Plain paper displays.

  4. Press Enter to select the displayed paper type.

  5. Try the print job again.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution four: Check the media sensor cover

  1. Open the cartridge access door.

  2. After the carriage moves to the center, disconnect the power cord from the back of the HP product.

  3. Check the media sensor cover to determine if the cover is out of place, distorted, or debris covers the lower opening. The media sensor cover is on the right side of the carriage under a black plastic cover.

  4. If the media sensor cover is out of place, reinsert the cover:

    1. Insert the back side of the media sensor cover into the HP product.

    2. Press firmly on the front portion of the media sensor cover to tuck it behind the tab on the lower portion of the carriage.

      Figure 1: Media sensor cover

      Illustration: Media sensor cover
      1 - Tab holding the media sensor in place
      NOTE: The media sensor works if the cover is not in place, but a paper jam might damaged it.
  5. Connect the power cord to the back of the HP product.

  6. Press the Power () button to turn on the HP product.

  7. Try the print job again.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution five: Recalibrate the media sensor

Occasionally, you must recalibrate the media sensor.

NOTE: To recalibrate the media sensor, you must have a sheet of bright white paper that has a brightness rating more than 95. The media sensor does not calibrate correctly if you use paper with a brightness rating less than 95. The brightness rating is usually on the paper packaging.
  1. Download the media sensor calibration utility from the HP Web site:

    1. Right-click the following link, to go to the HP Deskjet Media Sense Calibration utility download page . You might have to select your language and country/region before you can proceed to the download page.

      The Deskjet 960, 980, 990, and Photosmart 1200 Series printers Media Sensor Calibration Utility download page displays. This is the correct download for your printer.

    2. Click Download now. A dialog box displays.

    3. Click Save As.

    4. When the Save As dialog box displays, click Desktop, and then click Save. Note the name of the file in the File Name text box.

  2. Place several sheets of bright white paper in the printer.

  3. Double-click the calibration file that you saved on the desktop.

  4. Follow the instructions that display on the screen to complete the recalibration.

  5. Try the print job again.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution six: Service the product

Contacting HP for service in Asia Pacific.

If you have completed all the preceding steps and are still experiencing a problem, you may need further assistance from HP to remedy your concern.

Please contact HP using one of the options found at Contact HP to obtain service.

Contacting HP for service in all countries/regions except Asia Pacific.

If you have completed all the preceding steps and are still experiencing a problem, service the product.

Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .

  • If your product is in warranty, Contact HP to obtain service.

  • If your product is out of warranty, Contact HP to find an authorized service provider or to setup service (fees might apply).

Cause

Paper mismatch errors occur because the printer scans the width of the paper before printing. If the paper size setting in the printer driver does not match the paper actually loaded in the printer, the printer reports a 'Paper Mismatch' or 'Paper too Narrow' error.

The error message might also display when you load the correct paper, but the media sensor cover is out of place, distorted, or covered by debris.

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