Re: HP OfficeJet Pro not printing from Application " unsupported file format"

Hi @nancyatwork ,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand the issue is related to how the HP OfficeJet Pro 9730e processes print jobs from Adobe Illustrator on macOS Sonoma. Here's a step-by-step guide to troubleshoot and resolve this issue:

1. Verify Printer Compatibility with Illustrator

• Ensure that the printer supports direct printing from Adobe Illustrator. Some printers may have limitations when handling native application file formats (like AI files).
• Workaround: If direct printing is not supported, exporting to a format like PDF may remain the most reliable option.

2. Check the Printer Driver

• Update Driver: Ensure the printer driver is updated and fully compatible with macOS Sonoma. HP drivers can sometimes lag in compatibility with new OS versions.
• Steps:
  1. Visit HP Software and Drivers website.
  2. Search for your printer model and download the latest macOS driver.

3. Modify Print Settings in Adobe Illustrator

• Adobe Illustrator files might need specific settings for compatibility. When printing:
  • Go to File > Print in Illustrator.
  • In the Print dialog box, ensure the PostScript level matches your printer's capability.
  • Try printing a flattened version of your file by selecting "Output" and setting the mode to Composite.
• If there are advanced print settings, try simplifying them (e.g., reduce DPI or rasterize complex objects).

4. Add the Printer Using AirPrint

• Instead of using the HP-provided driver, add the printer using Apple's AirPrint protocol. AirPrint provides robust compatibility with macOS applications.
• Steps:
  1. Open System Settings > Printers & Scanners.
  2. Remove the existing printer by selecting it and clicking Remove Printer.
  3. Click Add Printer, Scanner, or Fax.
  4. Select your printer and choose AirPrint (not the HP driver) from the "Use" dropdown.

5. Test Printing a Simpler Illustrator File

• Try printing a simple Illustrator file (e.g., with basic shapes and no linked images or fonts) to rule out complex file issues.
• If the simple file prints successfully, the issue could be related to file complexity or missing resources.

6. Adjust the File Format

• Illustrator's native AI format may not be fully compatible with your printer's driver.
• If direct AI printing isn't crucial, consider using EPS or PostScript formats, which printers typically handle more consistently.

7. Use Print As Image

• In Illustrator's Print dialog box, check if there's an option to Print as Image. This rasterizes the file before sending it to the printer and can bypass unsupported vector elements.

8. Reset Printing System on macOS

• If none of the above works, resetting the macOS printing system might help:
  1. Go to System Settings > Printers & Scanners.
  2. Right-click (or Control-click) anywhere in the printer list and select Reset Printing System.
  3. Re-add the printer.

I hope this helps. 

Take care and have a good day.

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