Banner on HP Latex R2000

We have a HP Latex R2000 printer, when we send over a file that is 72" x 120" and move it to the print queue is scales down our size to 32" when a 96" banner roll was already loaded and gives multiple errors to do with substrate is to small, etc. Has anyone ever seen that happening before?

My answer comes far too late for you, but maybe someone else. IME I recommend setting up the substrate again. I’ve had substrates which wouldn’t act right in some instances, say in the Print Queue, in RIP, or color software. When I recreate them, I’ve found either I made a mistake in setup, or the problem is magically gone.

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