Can't select the ARCH sizes // Can't access the HP DesignJet printer configuration window // Can't launch the Preferences window to configure custom print sizes.

Platform: Windows 10/11

These issues are occurring because of a driver conflict, where there are multiple versions of the HP drivers for the DESIGNJET_ARCH_PLOTTERS and PAGEWIDE_ARCH_PLOTTER virtual queues, and the incorrect version is assigned. This is generally because of pre-existing drivers being stored on the system prior to installation, or due to multiple installations of Print Deploy and Mobility Print. 

First, you can try and manually configure the appropriate driver as follows.

  1. Click the Home button, where a search box should then open up. 
  2. Type in "Control Panel". Click 'Open'.
  3. Once there, click "Hardware and Sound", then "Devices and Printers".
  4. Right-click on PAGEWIDE_ARCH_PLOTTER, and click "Printer Properties".
  5. Click on the Advanced tab.
  6. Click the 'Driver' dropdown menu, and select "HP PageWide XL 5000ps MFP PS3", then click Apply and Save.
  7. Close this window, then right-click on DESIGNJET_ARCH_PLOTTERS, and click "Printer Properties".
  8. Click on the Advanced tab.
  9. Click the 'Driver' dropdown menu, and select "HP DesignJet Z6810 42in PS3", then click Apply and Save. 

 

Should this fail to resolve this issue, please see the uninstallation instructions below and then try the above steps a second time.

Windows 10 Home

Windows 10 Pro/Enterprise

Unable to release print jobs from the PageWide (P07-433) plotter, but still getting billed for them in Papercut.

Platform: Universal

This issue often occurs because the size of the job sent does meet the length/width requirements for the plotter. Please ensure that your jobs are at least 12 inches in length (or height, depending on document orientation), and is no longer than 36 inches wide. 

Print job releases to plotter, but the area printed is small relative to the size of the roll (e.g., A4, 8.5" x 11") // How do I print custom sizes from Illustrator, Indesign, Photoshop or Acrobat?

Platform: Universal

This issue often occurs due to either releasing a job to a Mobility Print Queue, or using a Generic PostScript driver rather than the native plotter driver installed with Print Deploy. It may also be caused by incorrectly configuring a custom print size from an application such as Adobe Acrobat, Illustrator, InDesign or Photoshop.

On Windows, this may also be related to the first scenario at the top of this page.

To solve this issue, do the following:

  1. Be sure that only a single version of your printer/plotter drivers are installed: Pre-installation Steps
  2. Confirm that you have set custom sizes that are accessible to the driver you're printing with: Printing Custom Sizes with Papercut