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I tried to print an envelop. That didn't work for me. I am…

Customer Question
I tried to print...

I tried to print an envelop. That didn't work for me. I am trying to reverse that command on the printer and it won't reverse. I can't print now

Technician's Assistant: What's the exact make and model of your printer, and can you guesstimate how old it is?

Jet Pro 6978

Technician's Assistant: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?

The message is...paper size detected by printer does not match size detected by printer. it prints from the computer it doesn't make copies

Technician's Assistant: How long has this been an issue? What happened right before this popped up?

A week. I tried to set it up to print an envelop

Technician's Assistant: Anything else you want the Printer Expert to know before I connect you?

That's it. I only want to be able to make copies. It works fine from the computer to the printer. Just can't make regular copies. It will copy if you set it up as Photos but that is very slow

Submitted: 8 months ago.Category: Printers
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Answered in 3 minutes by:
9/27/2017
Technician: Kris R, Computer Hardware Engineer replied 8 months ago
Kris R
Kris R, Computer Hardware Engineer
Category: Printers
Satisfied Customers: 4,547
Experience: IT Manager at Wood Group PSN
Verified

Hi
Sorry for the delay, we are busy and I've just got to your question.
How long has this been happening?
Thanks
Kris

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Customer reply replied 8 months ago
happening a week. I can print from the computer but I can't make copies. I can make copies if I select Photo but that takes forever. I want to go back to being able to print a document
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

Ok - can you unplug the printer from the power supply while the printer is on and hold in the power button on it for 30 seconds.
Let me know done
Regards
Kris

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Customer reply replied 8 months ago
done now what the screen is black
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

Connect it all back up and tell me If this has reset?

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Customer reply replied 8 months ago
Same as before.........it says copy does not support envelop #10
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

Okay, can you go into control panel, devices and printers, and then select the printer in the list

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Customer reply replied 8 months ago
I took the paper out and put it back in again and again.....when I try to print only white paper comes outhow do I get to control panel?
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

What Operating System are you suing?

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Customer reply replied 8 months ago
what do you mean operating system......it is just an HP Office Jet Pro 6978
I can print from my Mac and from our PC I just can't print a document on the printer
Customer reply replied 8 months ago
this printer has a little touch screen
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

The issue happens when you use both mac and pc?

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Customer reply replied 8 months ago
It is fine when I print from both computers. I just can't place a document on the screen and copy
Customer reply replied 8 months ago
that is when I get that read out
It is stuck on envelop
Customer reply replied 8 months ago
did I lose you?
Customer reply replied 8 months ago
HELLO.......R U THERE?
Customer reply replied 8 months ago
I have been waiting for 13 minutes for your reply. Are you still with me? I am at work so I can't stay on this web site for a much longer time Please respond
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

Yes I'm here

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Technician: Kris R, Computer Hardware Engineer replied 8 months ago

The issue is the copy settings that is all. here is now you change them

  1. From the Home screen on the printer control panel, touch Copy.

  2. Select Document, ID Card, or Photo.

  3. Swipe to the desired number of copies, or touch the keypad, and then input a number.

  4. Under Tray Selection, select the tray and paper size.

  5. Under 2-Sided, you can select 1- or 2-sided copying.

  6. Touch Touch to Preview, and then touch the preview to edit the image; from the Edit screen, you can crop, resize, and adjust the contrast of the copy.

    Touch Done to return to the copy screen.

  7. Touch the Settings icon , and then specify desired advanced copy settings:

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Customer reply replied 8 months ago
the problem is I can't get to the Control Panel
all I see is control panel tips
Customer reply replied 8 months ago
how do I get to the Control Panel?
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

What do you see on the screen now? Press the exit or home button to go to the default menu

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Customer reply replied 8 months ago
on the screen is .....copy document Control panel tips
Customer reply replied 8 months ago
the only other thing I have is a ? mark
Customer reply replied 8 months ago
don't have an exit button or home button
Customer reply replied 8 months ago
HOW DO I GET TO THE CONTROL PANEL??????
Customer reply replied 8 months ago
I am at work and can not keep online any longer with you. It is clear to me that you can't handle this inquiry or fix the problem.
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

Press the red cancel button and it will exit for you

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John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5,081
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Experience: CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.

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