Velveeta

asked Oct 31, 2008 at 12:49pm
Hp HP LaserJet 4

Paper Mismatch Error on HP C6150, C6180 or C7280

I hope that this can help someone else as it has taken me all day to fix this issue on a C6180 all-in-one machine. I will ignore the normal solutions to a "paper mismatch" error such as your settings not matching your printing media. Obviously, check these first:

http://h10025.www1.hp.com

If your problem is not solved with the above steps, you have an issue with your "spot sensor" and it needs to be calibrated. Instructions:

1. Press * and # at the same time, and then release both keys.
The display reads "Enter Special Key Combo".
2. Press 3, 2, and then 9, releasing each key before pressing the next.
The display window should read "Service: R0622M" with a revision number.
3. Press the right arrow button once.
The display should read "System Configuration".
4. Press Enter or OK.
5. You will be prompted to enter serial number. Do not enter any information
on the unit.
Press the right arrow button until "media sense calibration" appears in the
display.
6. Load Paper into the unit and then press Enter or OK.
7. Media Sense Calibration process will take place.

It is one of the rare times that HP chat has fixed my printer at no cost and instantly. Here is a full transcript describing my issue and the HP chat solution:

Ryan : My C6180 is turning itself off mid-print and restarting. I would like to do a factory reset. Please tell me how.
[An agent will be with you shortly.]
[You are now chatting with Kayli .]
Kayli : Hello Ryan.
Kayli : Welcome to HP Total Care for All-in-One products. My name is Kayli. Please give me a few moments while I review your problem description details.
Ryan : ok, thanks Kayli
Ryan : I believe there is an error with the internal spot sensor as I am getting a message also that reads "Paper Mismatch"
Ryan : so what i would like to do is a factory reset
Ryan : and then get instructions on how to clean the spot sensor
Kayli : I understand that the printer is turning off automatically,Am I correct?
Ryan : yes, but not just anytime, only when I try to print
Ryan : it does it sometimes when it starts to print
Kayli : Could you provide me the exact error message you receive on the screen; this will help me assist you better.
Ryan : this means that it is not an issue with the power supply or the outlet
Ryan : because is only when I start to print
Ryan : the exact error says "Paper Mismatch"
Kayli : Okay.
Kayli : May I know the paper type and size of the paper you are using.
Ryan : i am using standard 8.5 x 11 paper
Ryan : doing standard printing
Kayli : Okay.
Kayli : For confirmation are you using HP Photosmart C6180 All-in-One Printer with XP operating system
Ryan : yes
Kayli : Please let me know how is the printer connected to the computer? (USB / Ethernet / Wireless)
Ryan : i only use it for copying and faxing, it is not connected to the computer
Ryan : it is a stand alone
Kayli : Ryan, let me share a document with you which will reslove the issue.
Kayli : Here is the link:
Kayli : http://h10025.www1.hp.com
Ryan : ok, give me a minute
Kayli : Okay.
Ryan : solution one and two I have done many times, not helping
Ryan : solution 3 is for connections to computers, and mine is not
Ryan : I have checked the unit to make sure the default paper size is 8.5x11 and the main tray is selected
Ryan : I have then ran another test, unsuccessful
Ryan : and it still says "paper mismatch"
Kayli : Okay perform the remaining steps.
Ryan : okay, give me one more minute
Kayli : Okay.
Ryan : from the report:
Ryan : The product has a sensor that detects what type of paper is loaded in the input tray
Ryan : I believe the sensor is failing or needs to be cleaned
Ryan : I would like to reset the printer now
Kayli : Okay,
Ryan : I have the "semi-full" reset instructions from teh HP website
Ryan : is there a way to do a full reset?
Kayli : A semi-full reset will do the following:
The user settings to the factory defaults, Language and country settings on some models, Fax logs, Fax headers, Fax speed dial information.


Kayli : Reset the All-in-One to the factory default settings by following these instructions:

1. Unplug the power cable from printer when the printer is powered on.

2. Press and hold # and 6 while plugging in the power cord.




Ryan : done, the printer gives me an "improper shutdown" message
Ryan : that seems to override the semi-full reset
Kayli : Did the printer turn off?
Ryan : yes
Kayli : Please turn on the printer and check if you are receving the same error message.
Ryan : I was still holding down the # and 6 buttons when I turned the printer back on
Ryan : this may be the problem
Ryan : I am going to re-try this and not hold down the # and 6 when I turn on the printer
Kayli : Okay.
Ryan : if this does not work, is there a full reset option?
Kayli : No, there is no such option like that.
Ryan : okay
Ryan : my printer is still making noise and i am going to wait until it stops
Kayli : Okay.
Ryan : i have done this again and same result
Ryan : I see a message right when I turn it on that says "Semi NVM" and then 1 second later the "Improper Shutdown" error message pops up
Ryan : the machine is not doing a semi reset because of this error message
Ryan : it is somehow overriding the semi reset
Ryan : instead it forces me to hit "OK" on the "Improper Shutdown" message and then it makes noises for 2 minutes or so
Kayli : Ryan, let us print a self test from the front panel of the printer.
Ryan : it will not do that because if prints the top portion of the sheet and then the printer turns itself off
Ryan : as mentioned at the top of the chat
Kayli : Press Setup menu on the All-in-One then scroll using the arrow key and select Print Report then select Self Test Report.
Ryan : I will try again just for you
Ryan : hold
Ryan : it kicked out a blank sheet of paper and gave me the "Paper Mismatch" error
Ryan : I hit the "OK" button to try again
Ryan : it pulled in the sheet of paper and started to print the top of the report
Ryan : then the printer went blank as if it had no power and restarted itself
Ryan : now it is making noises again for 2 minutes
Ryan : I believe the issue is a faulty "spot sensor"
Ryan : can I clean this?
Ryan : do you have instructions on this?
Kayli : 1. Press * and # at the same time, and then release both keys.
The display reads "Enter Special Key Combo".
2. Press 3, 2, and then 9, releasing each key before pressing the next.
The display window should read "Service: R0622M" with a revision number.
3. Press the right arrow button once.
The display should read "System Configuration".
4. Press Enter or OK.
5. You will be prompted to enter serial number. Do not enter any information
on the unit.
Press the right arrow button until "media sense calibration" appears in the
display.
6. Load Paper into the unit and then press Enter or OK.
7. Media Sense Calibration process will take place.
Kayli : Please perform above steps
Ryan : ok, hold
Ryan : it kicked out a blank sheet of paper
Ryan : should I try to print something?
Kayli : Okay.
Ryan : I am attempting a printer alignment
Ryan : and it sounds like it is doing it right now, and it was not doing it before
Ryan : give me one more minute
Kayli : Okay.
Ryan : the alignment was successful
Ryan : I am going to try a printhead cleaning
Ryan : and then a self test
Ryan : if it does all three, I think we win
Kayli : Great.
Kayli : Now try to print.
Ryan : printhead cleaning page kicked out and looks great
Ryan : I made a copy out of the top of the unit and it looks great
Ryan : trying a self test now
Kayli : Okay.
Ryan : the self test was also successful and all colors look great
Ryan : we have fixed it with the media sense calibration
Ryan : thank you so much
Kayli : Great.
Kayli : Is there any thing else I can help you today?
Ryan : nope, have a good day
Hi there, I just wanted to thank you for having posted this fix for the C6180 mismatched paper problem. I wonder why they don't have this on HP's website??? Wouldn't that save evryone a lot of time, money and headache's??? You really saved the day!
Thanks Again,
cpo58
by Anonymous on Apr 13, 2009 at 1:41pm Add comment
Thank you for the fix. This works on the C7280.
Do you have any idea where the battery back up for the memory is?
I would like to pull it and do a total reset.
by unknown on Jul 26, 2009 at 10:58am Add comment
I want to say THANKS so much for posting this too! I have been having trouble with printing the new Avery 5160 easy peel address labels on the c6180 printer - getting this paper mismatch error too - but I did this and it's working great now!

Thanks again!!
by unknown on Apr 8, 2010 at 12:01pm Add comment
I too just wanted to say thanks for the fix. I simply wish I would have seen it an hour earlier before working through HP's support site to no avail.
by unknown on Jun 14, 2010 at 6:03pm Add comment
THANK YOU!!!!!!!!!!!!!! After hours of trying, this worked...

by PhilH on Sep 18, 2010 at 3:30pm Add comment
Ryan,

Thanks for taking the time to write this very useful post. It's been over two years since you posted your solution, yet I couldn't find any help on HP's website.

Top man!





by unknown on May 13, 2011 at 5:57pm Add comment
Big thanks to Ryan on this Fix. !! You saved me hours of time.
by unknown on May 17, 2011 at 4:17pm Add comment
I think I love you!!! THANK YOU FOR THE FIX!!!!!!!!!!!!!
by unknown on Aug 10, 2011 at 2:04am Add comment
How nice it is to find a post that works 100\% the first time!

Thank you so very much.
by Fredee on Feb 22, 2012 at 4:27pm Add comment
I have read 100 different posts on different websites. This is the only one that worked! Thank you!!!!
by unknown on Apr 5, 2012 at 7:07am Add comment
Velveeta, what a quick and simple fix. YOU make a difference to this little old lady in AZ. Thanks!
by unknown on Aug 21, 2012 at 8:10am Add comment
Thank you so much for this post! Fixed our problem as well. You rock!
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