Printing Problem in Photoshop CS6

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  • Updated 6 years ago
I run Photoshop CS6 64-bit on a Windows 7x64 computer I have a HP Designjet Z3100 24" Photo printer. I use a test image which is 10"x24".
When I try to print this file, I first get a message; "The saved printer information is not compatible with this version of Photoshop or the saved printer is no longer available. You will need to check your printer settings before printing." I hve no idea what this means. I pressed "OK" and the "Photoshop Print Settings" menu comes up.
It shows the right printer (HP Designjet Z3100 24" Photo).
I click on "Print Settings" and a "HP Designjet Z3100 24" Photo Document Properties " menu comes up. I click on "Document size" and select a custom size of 10"wide and 24" long which I had generated earlier.
The menu indicates Currently loaded paper: Roll [Paper Type], 24".
When I click "OK" the paper size defaults back to 11"x8.5". This does not happen if I choose one of the standart sizes e.g. 20"x24".
The same procedure works fine on Photoshop CS5,
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Heinz Jahnke

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Posted 6 years ago

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PECourtejoie, Champion

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Hello, did you try to reinstall the printer driver? (it's a good opportunity to check if there is an updated version!)
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Heinz Jahnke

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I reinstalled both Photoshop CS6 and the HP utility. If it were the printer driver, why does it work correctly with Photoshop CS5?
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Heinz Jahnke

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I did some more work and came to the conclusion that the problem must be caused by a bug (coding error). Here is the reasoning:
The problem occurs only when one tries to create a custom paper size. At data enrty everything looks normal and the menu shows the proper responses (document size, location on the roll). On pressing "ok" the machine grinds its wheels for a short time und comes up with a document size of 81/2 x 11, which is the default size. From that it looks as if the data entered are not transferred properly to the printer.
The almost identical procedure works properly in Photoshop CS6. I also tried it on Irfanview and it works ok there. This seems to elimiminate the driver as the problem.
I tried to confirm this in the following way: I entered the paper size (11x20") directly into the printer by going to the control panel>Devices & Printers>HP Z3100. Thus, this paper size became one of the "standard selections" Now everything works just fine. There is one shortcoming to this procedure. I have not found a way to delete the paper type.
My conclusion is: Everything is fine once the custom paper size gets into the printer. One can enter the proper data in the PS6 menu but they do not get into the printer.
The problem must be in the data transfer routine from the PS6 menu to the proper file in the printer. The problem seems to occur only in PS6.
Can someone look at this?
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Greg Peterson

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I've had the very same problem that Heinz Jahnke has reported.
I'm using CS6 on a Windows 7 (32bit) system with an HP Z5200 printer.
I can set up a custom size using a laptop with CS5 without any problem, but the CS6 machine always returns from the print settins dialogue with 8.5" X 11" selected.
Any ideas about this from Adobe folks would be appreciated.
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Heinz Jahnke

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Hi, Greg,
This maybe the solution:

It apparently was the printer driver, after all, altthough I am not quite sure. I went to the printer file via the Control Panel in Windows.
In the device settings, I turned “Automatic configuration” from “on” (which is the default setting) to “off” and then back to “on", then “update now”. From then on everything worked fine.

For me, there were also two work arounds:
1.Ater you enter the custom size, exit photoshop and re-enter it. Now your setting is listed as a "standard size". Selecting it and then completing the procedure worked fine for me.
2. Enter the custom size via Control Panel>Devices and Printers>double click on the priinter icon>Adjust Print options. It worked ok when you then selected the size in Photoshop.

I also tried it in Windows 8. The above methods did not work, but things were ok after I set the printer as "Default Printer".
I hope that this helps you,
Heinz
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ronex oinam

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Hi Heinz,

The steps provided above did work for me. Thanks for sharing it.

Regards,
Ronex
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Greg Peterson

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Thanks for the update Heinz.
I'll give it a try.

-Greg
http://gregory-peterson.com