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Adobe Photoshop Family

6 Messages

 • 

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

7 Messages

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120 Points

6 years ago

Chris. So any updates on this issue. I have tried several large format printer drivers and all seem to have the issue. specifically the Designjet Z2100 and Designjet Z5200 HPGL/2 drivers. As other have stated CS6 seems to be the only application having this issue. Have you actually tried this? it easy to download and install a driver. What printers have you verified this isn't an issue on?

Thank You

Brian

15.1K Messages

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195.8K Points

Our Z2100 and Z3100 had no problems.

7 Messages

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120 Points

6 years ago

BTW after a bit more testing for this it appears that CS6 is trying to either use the paper sizes from the Windows Server Properties or is vetting them against this list.

The work around is to go into your Devices and printers and highlight the printer (windows 7) and select Server Properties at the top. Under the Forms Tab Create a new form with the custom dimensions you want. It is possible you may have restart Photoshop for it to recognize this new custom paper size.

Brian

15.1K Messages

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195.8K Points

Photohop has to use the sizes it gets from the OS, and the OS gets the size list from the driver.
Yes, some drivers require you to save the custom page size as a preset before they will expose it to the OS and thus to applications.

4 Messages

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90 Points

Ok, but the machine I'm using is getting all the custom sizes that we have created in our DesignJet T1300. So if the print server properties pane is getting a fully populated list from my driver, then shouldn't Photoshop be able to take them from there? Clearly the custom sizes are available in the OS, not just the printer/driver.

15.1K Messages

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195.8K Points

Yes, it sounds like something in the driver is not communicating the custom page size information properly to the OS/applications. But it seems to work in some drivers and fail in others - that's what's confusing me.

7 Messages

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120 Points

6 years ago

Chris do you have an example of a large format driver that does communicate properly? for example a 26x36 inch paper size?

4 Messages

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90 Points

For the T1300 I use at work, a 24x36 inch page size does not work, but a 28x36 inch page size does. Both are saved in the driver and the forms under Print Server Properties.

7 Messages

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120 Points

6 years ago

Jordan for the 24x36 can you select the Arch D size and have it work?

4 Messages

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90 Points

Arch D does not work either. Still diverts back to 8.5x11.

4 Messages

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90 Points

6 years ago

So I figured something out for myself at least. For our T1300 printer, I had to use Windows Update to obtain a list of drivers, I found the T1300 ps PS3 driver, rather than the non-ps/ps HPGL2 driver. I can be more specific if need be, but now my custom sizes all work.

I'm going to see if I can get the older T1100 we have to do the same, but I'm somewhat doubtful.

4 Messages

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84 Points

6 years ago

i am also having this problem with photoshop cc i set the paper size in the driver with my hpz3100 and when i go back to the print preview it goes back to letter size, i am working on a clean install of windows with the latest print driver, now if i do exactly the same steps in cs5 (cs6 has same issue) it works perfectly every time so this HAS to be a photoshop issue not the print driver as i have to do my editing in cc then flatten and save then close cc open cs5 to be able to print its a real pain

3 Messages

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82 Points

6 years ago

Solved this issue for my own newly built computer. Everything was a fresh install.
HP DesignJet Z3200 / Win 8.1 64 bit / CS6 64 bit / HP 64 bit drivers for Z3200

I had the same problem and was unable to enter custom paper sizes when using CS6. Every time I set a new size in the driver and hit apply, CS6 would revert back to 8.5"x11" paper size.

I noticed two drivers were installed from HP. I deleted one and it fixed the problem. I believe CS6 was accessing an alternate driver default setting as opposed to the one that was being accessed. Yes weird but what I did has worked for my setup. This is what I did:

Open Control Panel - Devices and Printers - One Click on the Z3200 printer
Look above the device icons for "Print server properties" and click to open the dialog
Click "drivers",
In my case I found there were 2 separate Z3200 drivers. I kept one and eliminated the other.
This is the one that I kept active:
"HP Designjet Z3200 24in Photo", Sorry but I don't have the name of the one I eliminated but it did also state Z3200 in the name.
I ran tests and all appears to work correctly now.

15.1K Messages

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195.8K Points

The application can only address one driver at a time, but the OS or the driver itself might be confused by a second installation. Or you might have 2 versions of the driver where one works and one does not.

3 Messages

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82 Points

I'm not interested in speculating and don't care about the tech aspect but to be helpful I will add however that both HP drivers when selected individually appeared to work in all other applications other than CS6. The one I eliminated had few selection options but worked non the less.

7 Messages

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130 Points

Can you advise exactly what driver you have installed.
Are you using the "HP TCP/IP Port" that may get installed with their driver, or are you using Windows " Standard TCP/IP Port". Does Print Preview work properly or do you not use that function as part of your workflow process. When you created a new paper size, was it done by creating a new form on the Print Server Properties, or within the HP DesignJet print driver? Thank You !

3 Messages

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82 Points

As I said I'm not a techy. The Driver found my printer IP automatically via WIFI connection. Following the Driver install I installed the HP Utility.
Every thing works now - yes print preview too.
I set up and save new paper sizes in the HP Driver, not server
Using - HP Driver = HP Z3200 24in Photo PCL3

7 Messages

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130 Points

6 years ago

Has this ever been resolved ? I have the same problem. Everything works perfectly on CS4. Recently upgraded to Creative Cloud. Now can't print custom page sizes to our HP Z3200 44" printer from Photoshop.

I've been researching this all over the web. So many people have the same problem, but no solution. I also don't believe this is just a print driver issue, or it would be the same problem across all Adobe products. But I can place the image from Photoshop in AI, and create a custom size that prints perfectly to the same printer.

I downloaded and installed the latest driver from HP website, but it hasn't resolved the problem.

All I've seen is Chris Cox saying it's a driver problem. Perhaps. But if in fact Adobe implemented new printer technology that's not recognized by the installed base of printers, what good is it. Why not at least give us an option to set the drivers to work the same as they did in older versions of Photoshop.

Like so many others, I have to resort to alternatives to print, such as editing in CC and printing from CS4. We need a solution to this problem please.

15.1K Messages

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195.8K Points

Yes, it is just a print driver issue.
Photoshop is using a much more modern print API (on both platforms), and a color managed print API that Illustrator does not use. Applications use the OS APIs, they don't implement the OS code or the driver code.

And again, our Z3100 is working without a problem, from MacOS and Windows.

And above you can see a user who got it working after deleting a duplicate driver that got installed on his system somehow.

7 Messages

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130 Points

6 years ago

Chris. I have read through all the posts. I have downloaded the latest drivers available from HP Support. I have un-installed and re-installed the drivers. I have checked server properties for duplicate drivers, ports etc. The problem persists. No one has truly identified the solution With so many shared DLL's, perhaps those that managed to get it working, yourself included, did so due to newer DLL's installed from later version drivers. You state that your Z3100 works. Interesting, but useless information. Our printer is not. It's the Z3200 PCL version. The driver is the latest available on the HP website. I know you've been answering these same questions for quite a while. I'm disappointed with Adobe. It's useless to upgrade a program such as PhotoShop to newer API's that the print manufacturers don't support. At least give us a "legacy" option in preferences. Judging from the number of posts on the Internet on this subject, there are a lot of people fighting this same issue. Isn't it more realistic to expect that Adobe should fix the problem they created (as it worked in older versions of Photoshop, and printing still works on other Adobe products)
For you to repeatedly say its a driver problem is not helping. Why not research exactly why all of us are having this problem and provide a solution.

15.1K Messages

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195.8K Points

The printer makers DO support the APIs (otherwise Microsoft would never certify them) - but some drivers contain bugs.
Adobe did not create this problem in any way - your printer vendor has bugs in their driver software that created the problem. But we know that not everyone is seeing these problems, and we haven't been able to reproduce the problems at all and we have the same printer model that is supposedly affected. We have researched it -- and the printer driver is the only place where this bug might exist, but we can't get more details because we cannot reproduce the problem.

7 Messages

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120 Points

6 years ago

I just installed a Designjet Z2100 PCL3 driver and a Designjet Z5200 PCL3 driver on a windows 7 64bit computer. It doesn't work with either of these drivers.
I did try a Z6200 HPGL driver and it does seem to work ok with it.

Seems pretty easy to replicate here, not sure why you can not.

Brian

7 Messages

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130 Points

6 years ago

Thanks Brian -
Does the Z6200 driver work with your Z2100 and Z5200 printers ?
Not looking to trade one problem for another, but need to get beyond this problem.

Regarding Chris Cox not being able to duplicate the problem, I'm only guessing that he has installed other print drivers that have newer DLL's than those that are in the native HP drivers, and thus may eliminate the problem.

I'm going to try a later model machines drivers and see what happens. Great thought.

7 Messages

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120 Points

6 years ago

Unfortunatly the Z6200 is and HPGL driver and the Z2100 and Z3100 and Z5200 printers use PCL3. So the Z6200 driver will not work.
If you printer supports Postscript, the postscript driver might??? work.

Brian

1 Message

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60 Points

6 years ago

Having the exact same issue with the Z3200ps and Photoshop CS6. I do not have multiple drivers and I set the printer preferences default for a larger print size than I need, but it just keeps reverting to 8.5x11. I can use the ANSI D, E, F and it works fine. The issue is for the custom printer settings above 13x9. my only way around this issue is saving to PDF and printing through Acrobat, but this is an extra step that I should not be having to go through. I never had this issue with any other versions of Photoshop.

4 Messages

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84 Points

6 years ago

This is crazy isn't t so many of us having this same issue and they will not recognise the fault just blame HP's driver every time, in my mind if the driver works with every other program I own including the older versions of photoshop then how can it be anyone else's fault! we are paying good money to use photoshop why should we be fobbed off

15.1K Messages

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195.8K Points

Please read the existing posts in the topic. We tested this, and we cannot reproduce the problem with our identical printers.
Plus the printer driver controls page sizes, not Photoshop -- so only the driver could cause this.

Some people have problems with the HP drivers, but many don't - yet the Photoshop code is constant.

If you want to see this solved, you need to work with HP to determine what is going wrong with their drivers on your system.

7 Messages

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120 Points

I have been following the posts for some time. If only the driver could cause this then why does it work in CS5 but not in CS6, Only Photoshop as changed.
The driver code is constant. I have logged a ticket with HP and that is the response they provide. They only see the issue in CS6. Other applications work just fine.

15.1K Messages

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195.8K Points

You would have to ask HP that question. Photoshop CS6 and CC are working just fine with those printers for many other users (including here at Adobe).
The driver is still the only thing that manages the page size -- so only the driver would have any chance of causing this issue. (that, or the OS selectively fails to manage printer metadata for some users using a particular printer model)

4 Messages

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84 Points

Well I find it amazing I have had a new computer since I first had this issue, several reinstalls of windows and always the same, cs6 or above problems with page size regardless of his many times you fob is off and say go speak to HP I have read all your posts and find it a very weak argument and a way of dodging an obvious issue, if it's beyond you to fix it just tell us we can't do it not blame everyone else, if you cannot replicate this issue that so many of us obviously have I respectivly invite you to my home where I can demonstrate how the printer and page size works perfectly with every single application I own except photoshop cs6 and above

15.1K Messages

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195.8K Points

I'm sorry that you don't understand the OS APIs and driver code involved.

Here is the bottom line: you are describing a problem that the driver is responsible for. Only the driver vendor can fix that problem. There is little chance that an application developer can work around that driver problem. Unfortunately the driver problem is not consistent, and appears to depend on the history of previous driver installs, or some other factor that nobody here has been able to determine - and only the driver vendor could debug. To get this issue fixed, the driver vendor needs to debug their code on a system that reproduces the problem. The only thing the application developer can see or determine (if they had a system where the driver was failing) is that the driver hands the application the wrong page size - which is something we already know and thus does not need further debugging.

TL;DR: only HP can fix their driver bugs.

7 Messages

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130 Points

6 years ago

The problem is in CS6 and CC I have tried every suggestion posted on this topic. The problem is definately in changes made by Adobe. And the problems are NOT just with Photoshop, and NOT just with the Z3200 printers, but the combination of Photoshop and Z3200 if's awful. In Adobe Illustrator, for example, the page size is also not always properly picked up by the application, but at least in AI, you have a "Media" drop down that either allows you to select a media size, or define a custom size prior to printing. That feature in Photoshop would solve the problem and end the blame game. Chris, you've not been a help to anyone on this topic. The problem we have been reporting to you is NOT difficult to reproduce. If Adobe was truly interested in understanding the issue, all they need to do is work with anyone reporting the problem and identify a solution. Adobe created the problems with changes to their driver code. Give us a "legacy mode" that makes the interface to our printer drivers work as it did in CS4/5. Give us an option to define the paper size, as in AI. Please do SOMETHING other than point blame at the equipment mfg for drivers that work perfectly with all other applications except Adobe.