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Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
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Hilaz
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My printer won't print colour

HP Recommended
HP Office Jet 3831
Microsoft Windows 10 (64-bit)

I have recently bought a new laptop running Windows 10 and am having problems with my HP printer which is only printing in black and no colour. I have just tried uninstalling and reinstalling the printer but can only get so far as it just stops after a while so I haven't managed to reinstall it. 

I would actually like to speak to someone properly. Isn't there a live chat for HP products?

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Riddle_Decipher
HP Support Agent
HP Support Agent
31,166 31,117 2,618 3,995
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@Hilaz Greetings from the HP Community!

I recommend you try the copier as a stand-alone device without a computer and check if that works in color,:

  • If it doesn't work, this could be a hardware issue,
  • however, if the copier works and yet, the print out from the computer doesn't work in color, you can try the below steps:
  • Press "Windows key" + "r" to get the "Run" window.
  • Type "services.msc" to get Services - Go to "Print spooler" - Right-click and "Stop" the service.
  • Now again open "Run" - Type "spool" and ok - Go to PRINTERS folder - delete everything in that folder.
  • Go to services again - Start the print spooler.
  • Now check for issue resolution.
  • If the issue persists, also try clean installing the printer drivers. Here are the steps:
  • First, unplug the USB cable from the printer if present. 
  • Go to Control panel - Programs and feature - Select all the HP printer entries and uninstall them.
  • Now go to Control panel - Devices and printer - Select all the printer entries and remove the device.
  • Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
  • Under print server properties, go to drivers - remove any entry there as well.
  • Again, go to the Run window, type - "c:/programdata" - Go to the Hewlett Packard folder, remove any printer related folders & files.
  • Restart your computer.

Then, use this link to access the HP website, find the drivers compatible with your windows and install it: CLICK HERE

 

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: CLICK HERE

(By the end of this article all the issues should be resolved)

 

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us within 24 - 48hrs, and have a good day, ahead.

Riddle_Decipher
I am an HP Employee

View solution in original post

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1 REPLY 1
Riddle_Decipher
HP Support Agent
HP Support Agent
31,166 31,117 2,618 3,995
Message 2 of 2
Flag Post
HP Recommended

@Hilaz Greetings from the HP Community!

I recommend you try the copier as a stand-alone device without a computer and check if that works in color,:

  • If it doesn't work, this could be a hardware issue,
  • however, if the copier works and yet, the print out from the computer doesn't work in color, you can try the below steps:
  • Press "Windows key" + "r" to get the "Run" window.
  • Type "services.msc" to get Services - Go to "Print spooler" - Right-click and "Stop" the service.
  • Now again open "Run" - Type "spool" and ok - Go to PRINTERS folder - delete everything in that folder.
  • Go to services again - Start the print spooler.
  • Now check for issue resolution.
  • If the issue persists, also try clean installing the printer drivers. Here are the steps:
  • First, unplug the USB cable from the printer if present. 
  • Go to Control panel - Programs and feature - Select all the HP printer entries and uninstall them.
  • Now go to Control panel - Devices and printer - Select all the printer entries and remove the device.
  • Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
  • Under print server properties, go to drivers - remove any entry there as well.
  • Again, go to the Run window, type - "c:/programdata" - Go to the Hewlett Packard folder, remove any printer related folders & files.
  • Restart your computer.

Then, use this link to access the HP website, find the drivers compatible with your windows and install it: CLICK HERE

 

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: CLICK HERE

(By the end of this article all the issues should be resolved)

 

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us within 24 - 48hrs, and have a good day, ahead.

Riddle_Decipher
I am an HP Employee

View solution in original post

0 Kudos
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