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

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  • Updated 4 years ago
  • (Edited)
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.
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Tom Norris

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  • frustrated

Posted 6 years ago

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Chris Cox

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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.
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Phillip Stromberg

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How is this helpful?
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Chris Cox

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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).
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haunj

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Then why does it work in CS5?
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Tom Norris

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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.
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Chris Cox

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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.
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Tom Norris

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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.
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Chris Cox

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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.
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Tom Norris

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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.
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Chris Cox

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

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Sorry, That was CS5 eavl team, not CS6
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Rick Edwards

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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?
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bob smith

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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.
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Rick Edwards

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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.
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Chris Cox

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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).
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Tony Paine

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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 ...
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Chris Cox

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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?
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Rick Edwards

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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
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Chris Cox

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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.
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Jeffrey Haun

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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.
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Chris Cox

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

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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!!!!
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Chris Cox

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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.
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Juan Montero

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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
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Juan Montero

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

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Have you tried to print on a custom paper size?
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Tom Norris

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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!
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Chris Cox

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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.
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Tom Caram

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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
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ming luo

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

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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.
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Chris Cox

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

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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
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Chris Cox

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Our Z2100 and Z3100 had no problems.
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Brian Case

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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
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Chris Cox

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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.
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Jordan Brauer

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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.
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Chris Cox

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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.
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Brian Case

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

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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.
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Brian Case

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

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

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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.
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Robert Nesbitt

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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
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JTreker

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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.
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Chris Cox

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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.
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JTreker

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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.
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George Rutter

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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 !
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JTreker

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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
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George Rutter

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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.
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Chris Cox

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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.
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George Rutter

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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.
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Chris Cox

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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.
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Brian Case

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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
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George Rutter

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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.

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