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6 Messages

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190 Points

Fri, Sep 14, 2012 11:48 PM

Closed

Photoshop CS6: HP Z3100 printer driver having problems with custom page sizes

Photoshop CS6 64bit upsated today 9/14/12
WIndows 7/64

Cannot print a custom paper size above 13x19: reverts to 8.5x11.
Trying to print a 36x51 on HP Z3100.
Same saved image as psd with same settings prints fine in cs5.

Please do not tell me just to use standard sizes. It won't accept my 36x110, cs5, 4 and 3 did.

It would be nice if tech support would read these.

Responses

15.1K Messages

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195.8K Points

8 years ago

Photoshop gets the paper sizes from the printer driver. You have to set it correctly in the printer driver, then that size will be available to applications.

1 Message

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62 Points

How is this helpful?

15.1K Messages

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195.8K Points

Because now you know that the problem is with the printer driver, not Photoshop, and that you need to investigate why your printer driver is not communicating page sizes like it is supposed to (and other drivers do).

1 Message

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60 Points

Then why does it work in CS5?

6 Messages

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190 Points

8 years ago

Actually, it is not helpful, but arogant.
I realize that this is teh way it is supposed to work, but frankly it doesn't.

OK, Slowly now, Chris, Adobe employee:

Any Custom size above 13x19 is reset to 8.5x11 in the Photoshop CS6 print command.

The same print larger than 13x19 opened in CS3, CS4, or CS5 (I have not tried it in CS2, but I own that on, too) set up in the HP driver exactly the same way, works fine as it has for my two z3100 44" printers since early 2008. DO teh same thing in CS6, and the printer dialog box in CS6 RESETS teh size to 8.5x11.

Maybe there is something with the driver to CS6 communication, but it worked fine in all previously tested CS versions, so maybe, just maybe it IS on teh PHOTOSHOP SIDE.

Qimage handles it fine
Heck, so does Power Point 2003, 2007 & 2010.
So pardon me if I'm Sleptical that an Adobe employee says it's my fault.

Again: tech support needs to fix this. Maybe a chat with the HP Guys, and from what I'm seeing when I Google this, teh Epson guys too since a lot of folks with 4800 series are having a spookily similar issue.

15.1K Messages

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195.8K Points

Nobody said it was your fault. What I told you was helpful, and should have gotten you started on troubleshooting your printer driver.

Here's the longer version:
Photoshop gets the page size from the printer driver.
If the driver is not communicating with the OS or application correctly - then the application won't see the custom page size.
Some drivers require you to save the custom size as a preset before they show it to the application. And some drivers have bugs that cause them to not communicate correctly, so applications never have a chance to see the custom sizes. And some of them only have problems with certain OS printing APIs (like the newest OS APIs used in Photoshop).

Photoshop CS6 is working fine with most printer drivers. Those it isn't working well with have traced the problem to the driver itself. But we haven't seen a problem with the Z3100 at all.

We have a couple of Z3100 printers here at the office, all working just fine, even with custom page sizes. (same goes for our Epson printers, including the 3800 and 4800).

Now, you still need to investigate your printer driver.

6 Messages

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190 Points

8 years ago

First thanks for your time Chris.
I have done some tests.
I am using WIndows 7 x64 latest revisions & updates. 24 gig memory, 3 HP Zr22W Monitors using AMD Radeon DVi cards
I am printing to two HP Z3100 44" printers, latest firmware and drivers for WIN 7 64, PCL driver NOT PS driver.
My test print was created in PS CS6, 300 dpi 36 x 51 inches.Saved as PSD file.
Reopened and saved as a jpeg, quality 12.
My driver custom paper size was set to 38x54 and saved, HP Instant dry satin photo paper.

Test 1: PS CS3
Opened Jpg file, Selected print, selected custome size created above, returned from diver to PSCS3 print setup and size was 35x51

Test 2: PS CS4
Opened Jpg file, Selected print, selected custome size created above, returned from diver to PSCS4 print setup and size was 35x51

Test 3: PS CS5 32 bit
Opened Jpg file, Selected print, selected custome size created above, returned from diver to PSCS5 32 print setup and size was 35x51

Test 4: PS CS5 64 bit
Opened Jpg file, Selected print, selected custome size created above, returned from diver to PSCS5 64 print setup and size was 35x51

Test 5: PS CS6 32 bit
Opened Jpg file, Selected print, selected custome size created above, returned from diver to PSCS6 32 print setup and size was 35x51

Test 6: Lightroom 3.6 64 bit
Opened Jpg file, Selected print, selected custome size created above, returned from diver to Lightroom 3.6 64 print setup and size was 35x51

Test 7: Lightroom 4.1 64 bit
Opened Jpg file, Selected print, selected custome size created above, returned from diver to Lightroom 4,1 64 print setup and size was 35x51

Test 8 FINAL TEST: PC CS6 64 bit (updated yesterday to latest rev)
Opened Jpg file, Selected print, selected custome size created above, returned from diver to PSCS6 64 print setup and size was 8.5x11

I have tried repeated to report this "bug"

Unless your response is a link to a fix for CS6 64, please do not tell me again to trouble shoot my driver.

I debated for a long time about upgradeing from PSCS5 to CS6 based upon the bug posts on numerous sights, but decided to any way.

I feel mugged by Adobe on this one.

15.1K Messages

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195.8K Points

I'm sorry to hear that you blame Adobe for your HP driver issues - but there is nothing we can do directly to fix the HP driver software. And we cannot reproduce this problem on our HP Z3100 printers.

6 Messages

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190 Points

8 years ago

Correction
The print sizes listed above as 35x51 was 38x51, as entered into teh print dirver.
Except for PSCS6 64 which returned from driver as 8.5x11

By the way, I have been using PS since early 90's, was on the CS6 eval team and this is my first (and probably last) visit to a the technical forum page. All I was trying to do was report a bug.

15.1K Messages

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195.8K Points

But reporting an HP bug to Adobe doesn't really help.
You need to talk to HP about this issue with their driver software.

6 Messages

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190 Points

8 years ago

Sorry, That was CS5 eavl team, not CS6

4 Messages

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80 Points

8 years ago

I'm having the same problem with CS6 trying to print to an HP Z6100. Since I upgraded from CS4, which worked perfectly, I am unable to print to any custom paper sizes. Different page sizes in the HP driver revert to 8.5 by 11 when I get back to the Photoshop print dialog.

I can print larger sizes from PowerPoint, others who still have earlier versions of Photoshop can print larger sizes, but CS6 cannot.

I surmise from this that the problem lies with CS6.

Is there a fix?

1 Message

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80 Points

8 years ago

Tom, Stop being arrogant jack.
Almost all technical problems can be traced back to the user, so the technician must first make sure it is not something you did and he has to do it while trying not to offened your sensiblities, but since you came on here with a bad atttitude that wasnt accomplished.
As for Chris, you get a cookie for being nice to a guy who obviously doesnt deserve it.
Oh yeah, Hp printers are buggy as crap!!! Try reinstalling the drivers themselves, especially if you are on a network or if you "upgraded" rather than did a "fresh" install. Hp will tell you the same thing. If your using win7 64bit like I am then install with in the hidden admin otherwise things dont work properly.

4 Messages

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80 Points

8 years ago

In defense of Tom I'll say that after spending something like 4 hours with technical support with HP and Adobe one gets really weary of being told to do things that any operator will already have done unless they are totally incompetent. It took the tech guy from Adobe over an hour, including logging on to my machine, to become convinced that the problem I described to him in the first minute of our conversation was real. I was annoyed at the condescending and simple minded response above. Not geared for professional users who are having a problem. My time is valuable.

I found that Photoshop CS4 was still on my machine so I opened the same file I'd had trouble with in CS6 and printed an 18 x 48 inch copy with no problems whatsoever. I had already reinstalled the HP printer driver, which is not the best printer driver in the world, and that did not solve the problem.

Therefore, I conclude that there is a serious fault in CS6.

I use a number of expensive and sophisticated analytical instruments and computer driven devices. I am always amazed at what first order, simple and routine glitches get through the mill and pop out the other side to vex users.......... If your attitude is that the customer is wrong “almost all” the time you won’t converge on a solution rapidly and you will lose customers.

What I look for is a support network that doesn't assume all problems are user error and that doesn't blame the other software provider. It may be in fact, that both the CS6 printer interface and the HP driver have problems that interact to create this problem. It will take both entities taking this problem seriously to solve it in that case. Please get on with it.

4 Messages

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80 Points

8 years ago

In defense of Tom I'll say that after spending something like 4 hours with technical support with HP and Adobe one gets really weary of being told to do things that any operator will already have done unless they are totally incompetent. It took the tech guy from Adobe over an hour, including logging on to my machine, to become convinced that the problem I described to him in the first minute of our conversation was real. I was annoyed at the condescending and simple minded response above. Not geared for professional users who are having a problem. My time is valuable.

I found that Photoshop CS4 was still on my machine so I opened the same file I'd had trouble with in CS6 and printed an 18 x 48 inch copy with no problems whatsoever. I had already reinstalled the HP printer driver, which is not the best printer driver in the world, and that did not solve the problem.

Therefore, I conclude that there is a serious fault in CS6.

I use a number of expensive and sophisticated analytical instruments and computer driven devices. I am always amazed at what first order, simple and routine glitches get through the mill and pop out the other side to vex users..........

What I look for is a support network that doesn't assume all problems are user error and that doesn't blame the other software provider. It may be in fact that both the CS6 printer interface and the HP driver have problems that interact to create this problem. It will take both entities taking this problem seriously to solve it in that case. Please get on with it and provide us a solution.

15.1K Messages

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195.8K Points

CS4 used older printing APIs, thus different code in the OS and the driver.
CS5 and CS6 have moved to newer printing APIs, which sometimes have problems because the drivers haven't had as much testing.

But we can't reproduce this with our HP printers (and we have 2100 and 3100s).

10 Messages

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194 Points

I am having the same problem with my HP Z3100 and Photoshop CC. This is my worst fear about upgrades -- for minimal benefits you lose all your plugins and the drivers don't always work ...

15.1K Messages

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195.8K Points

You shouldn't lose your plugins - just reinstall them (after checking for updates).
Also, the drivers are beyond Adobe's control.
Have you checked with HP for updated drivers or instructions on how to get their custom page sizes to record correctly?

4 Messages

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80 Points

8 years ago

Then it may well be an interaction between the HP driver and CS6 that requires changes in both. I hope you have a number for someone deeper in the HP structure than the ones I talked to who sequentially blamed me, Photoshop, a faulty HP printer driver and finally my computer. I can only vouch for me, but other than that I have no idea where the problem lies.

My computer runs Windows XP service pack 3.
The plotter is an HP Designjet Z6100ps
The photoshop version is CS6 13.0.1

15.1K Messages

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195.8K Points

Yes, we have more direct contacts.
But unless we can reproduce the problem, we aren't going to get too far with them about solving it.

1 Message

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62 Points

8 years ago

My Creative Marketing department all just upgraded to CS6 recently, and they are getting the exact same issue when printing to a HP DesignJet z3200. Some of the users have CS5 still installed on there workstations, and they can choose customer paper sizes fine there.Most have resorted to working in CS6, but opening CS5 to print. In the process of troubleshooting this, I have install DP CS6 on my machine. There were no prior versions of Design Premium installed. The printer driver has been updated to current release, The firmware is also current. The only thing different is CS6. The print driver may be part of the issue, but there is definitely something up with CS6. No other applications are experiencing this behavior. Windows present the same set of printer services to all applications.

15.1K Messages

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195.8K Points

Not all applications use the same printing APIs. And Photoshop moved to more modern (and unfortunately also not as well tested) printing APIs.

4 Messages

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90 Points

8 years ago

I'm having the same problem. I'm trying to print custom paper sizes on a HP Z2100 with CS6 and it's impossible. After expending lot of time trying to print I finally reinstalled CS5 in order to print. I can't understand why Adobe hasn't fix this bug yet!!! I was excited about CS6 and know I realized I’ll have to continue working with the older version (CS5)
Adobe please help!!!!

15.1K Messages

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195.8K Points

Please read the previous posts in this topic.

We have these printers, and don't see the problem.
And we can't go to HP with a problem that we can't reproduce.

4 Messages

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90 Points

Thank you Chris, In that case, could you explain in detail how to print on a custom paper size? For example 1000mm X 600mm. Thank you

4 Messages

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90 Points

If it is a problem of HP driver, could you explain which driver are you using on HP Z3100 or HP Z2100 printers.

4 Messages

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90 Points

Have you tried to print on a custom paper size?

6 Messages

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190 Points

8 years ago

I tried reporting a bug.

I went to the Adobe web help page and was directed to this forum via a link "Report a bug"

I reported the bug.

I was told by an Adobe employeee that it was not a bug but something in what I had done: without asking me any questions about what I had done! And ignoring that it was fine in other Adobe applications, including CS5 and CS6 32 bit.

Then I am attacked by a third party, obviously sanctioned by Adobe since this is their bug reporting system. Additionally Adobe officially sanctioned the denegration of my printer manufacturer, HP.

Google the problem and you get over 32000 hits!

The arrogance here is not mine.

I have no use for this bug reporting forum.

Adobe needs to treat their customers with better consideration. They were really nice to me before I bought it!

15.1K Messages

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195.8K Points

Well, we tried to help you solve your HP driver issues.
You were given answers, and not ignored. Nor were you attacked at any point in this discussion.

1 Message

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62 Points

7 years ago

Hello everyone. Im an ex HP technician working as an Freelance IT Consultant on Argentina. I just had this issue and i want to tell you how i solve it. Photoshop CS6 is limiting the print size to what the maximum template size the driver is configured to use. So you can fix this by configuring the default print size for something HUGE (in my case i used 1090mm (one meter) x 30000mm (30 meters) and then you can set any size LOWER than that on photoshop. :D Problem solved

Cheers

Tom Caram

2 Messages

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70 Points

Where is in the printer driver to configure the default large print size?

2 Messages

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70 Points

7 years ago

Hi Tom. I am using CS6 with 64bit W7. My printer is HP Z3200. Could you give details how to configure the defaul print size on this printer?

Thanks.

15.1K Messages

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195.8K Points

That would be in the HP printer driver - check the documentation for the printer/driver.