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HP Officejet 6500 All-in-One (E709) Printer Series - 'Paper Mismatch' or 'Paper Size Mismatch' Error Message Displays on the Control Panel when Copying

Issue

When you try to copy, a 'Paper Mismatch ' or 'Paper Size Mismatch ' error message displays on the product control panel.

Cause

Paper mismatch errors occur because the product scans the width of the paper before printing. If the paper size setting on the product does not match the paper actually loaded in the product, the product reports a 'Paper Mismatch' error.

Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, stop troubleshooting.

Solution one: Resume the print job

  1. Press OK on the control panel to clear the error message

  2. Try the print job again.

  • If these steps resolved the issue , you do not need to continue troubleshooting.

  • If the issue persists , see the next solution.

Solution two: Reset the printer

  1. Press the Power button ( ) to turn on the product.

  2. With the product turned on , disconnect the power cord from the rear of the product.

  3. Unplug the power cord from the wall outlet.

  4. Wait at least 15 seconds.

  5. Plug the power cord back into the wall outlet.

  6. Reconnect the power cord to the rear of the product.

  7. If the product does not turn on by itself, press the Power button ( ) to turn it on.

  • If these steps resolved the issue , you do not need to continue troubleshooting.

  • If the issue persists , see the next solution.

Solution three: Make sure the rear access door or duplexer is fully closed and seated

  1. Press the Power button ( ) to turn off the product.

  2. Disconnect the power cord from the rear of the product.

  3. Remove the rear access door or the two-sided printing accessory (duplexer) from the rear of the product.

    • To remove the rear access door : Press in the two release buttons toward each other, and then pull the door away from the product.

      Figure 1: Remove the rear access door

      Illustration of removing the rear access door
    • To remove the duplexer : Press in the buttons on the sides of the duplexer, and then pull the duplexer toward you.

      Figure 2: Remove the duplexer

      Illustration of removing the duplexer
  4. Make sure that there are no broken parts.

  5. Reinsert the rear access door.

    • To insert the rear access door : Hold the door by its sides with the rollers toward the product, and then insert it into the slot on the rear of the product. Push the rear access door into the product until it snaps into place.

      Figure 3: Insert the rear access door

      Image: Insert the rear access door.
    • To insert the duplexer : Hold the duplexer by its sides with the rollers toward the product, and then insert it into the slot on the rear of the product. Look for the engraved arrows on the duplexer for help positioning it. Push the duplexer into the product until it snaps into place. Do not press the buttons at the end of the accessory while you reattach it.

      Figure 4: Insert the duplexer

      Image: Insert the duplexer.

      Figure 5: Snap the duplexer in place

  6. Reconnect the power cord to the rear of the product.

  7. Press the Power button ( ) to turn on the product.

  • If these steps resolved the issue , you do not need to continue troubleshooting.

  • If the issue persists , see the next solution.

Solution four: Print a self-test report from the All-in-One control panel

  1. Press the Power button ( ) to turn on the product, if it is not already on.

  2. Lift the output tray.

    Figure 6: Lift the output tray

    Image: Lift the output tray.
  3. Move the paper width guide outward as far as it can go.

  4. Load unused, plain white paper into the input tray.

  5. Slide in the paper width guide until it rests against the edge of the paper.

    Figure 7: Slide in the paper guide

    Image: Slide in the paper guide.
  6. Close the output tray.

  7. Pull out the extension on the output tray, and then open the paper catch at the end of the output tray extension.

    Figure 8: Open the output tray extension

    Image: Open the output tray extension.
    1 - Pull out the extension on the output tray
    2 - Open the paper catch
  8. Press the OK and Cancel buttons ( ) at the same time, and then release. The product prints a self-test report.

    Figure 9: Example of a self-test report

    Image: Example of a self-test report.
    • If the error message displays when the self-test report prints , skip to the solution in this document to Recalibrate the media sensor .

    • If no error message displays when the self-test report prints , continue to the next solution.

  • If these steps resolved the issue , you do not need to continue troubleshooting.

  • If the issue persists , see the next solution.

Solution five: Adjust the copy settings

Follow these steps to adjust the copy settings.

  1. Load unused, plain white paper into the input tray.

  2. Load your original print side down on the right front corner of the glass, or print side up in the document feeder tray.

  3. Press the Copy button ( ) repeatedly to select Paper Type .

  4. Press the Right Arrow button ( ) to select Plain Paper , and then press OK .

  5. To start the copy job, press START COPY Black ( ) or START COPY Color ( ).

  • If these steps resolved the issue , you do not need to continue troubleshooting.

  • If the issue persists , see the next solution.

Solution six: Recalibrate the media sensor and make a copy

Follow these steps to recalibrate the media sensor and to make a copy.

Step one: Recalibrate the media sensor

  1. Load unused, plain white paper into the input tray.

  2. Open the Support menu on the product control panel:

    Press * and # simultaneously, press 3 -2 -9 , and then press OK. The Support menu opens.

  3. Press the Right Arrow button ( ) to select System configuration , and then press OK .

  4. Press the Right Arrow button ( ) to select Media Sensor .

  5. Press OK to calibrate the media sensor.

Step two: Make a copy

  1. Load unused, plain white paper into the input tray.

  2. Load your original print side down on the right front corner of the glass, or print side up in the document feeder tray.

  3. Press the Copy button ( ) repeatedly to select Paper Type .

  4. Press the Right Arrow button ( ) to select Plain Paper , and then press OK .

  5. To start the copy job, press START COPY Black ( ) or START COPY Color ( ).

  • If these steps resolved the issue , you do not need to continue troubleshooting.

  • If the issue persists , see the next solution.

Solution seven: Service the All-in-One

Contacting HP for service in Asia Pacific.

If you completed all the preceding steps and your product still has an issue, you might need further assistance from HP.

Go to Contact HP to review available service options.

Contacting HP for service in all countries/regions except Asia Pacific.

If you completed all the preceding steps and your product still has an issue, service the product.

First, go to HP Printer Warranty Check to check your warranty status, and then go to Contact HP to find an authorized service dealer or to schedule a repair. Repair fees might apply for out of warranty printers.

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