3830 Won't print in colour

[Elika]

Hi,

My printer has stopped printing in colour - it'll now only print in black and white from any device or app.

If I print a test page from the printer menu itself, it does come out in colour. It also copies documents in colour

I've spent ages trawling through threads on here and have tried;

- Checked ink levels (although it was fine on the test page)

- Ensured no "print in black and white/grayscale" settings weren't ticked

- Restarting devices, the printer and wifi

- Removing printer and uninstalling software & reinstalling

- Unplugging the power from the back of the printer and wall socket, leave for 1 minute and start again

- Created a new standard TCP/IP port (the terminology may be inaccurate but I followed a step-by-step guide on this forum

- Checking for both windows and HP updates

I think that's it but I've been at it for so long now that I've may have forgotten something...

[Betty0610 · Accepted solution]

@Elika

Welcome to the HP Support Community.

Let's try to do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Elika]

@Betty0610

Thanks for the response and I'm pleased to report that it worked!

[Betty0610]

I'm glad to hear that and you're most welcome. Do get back to us in the future for further assistance.

Have a nice day!:)

[Elika]

It's happened again and coincidentally(?) when I printed a jpeg on non-HP glossy paper. This is how it last occurred. After the last solution, I did manage to print using the same settings and paper which is why I'm not sure whether that's linked or the cause.

[sandytechy20]

@Elika

Update the printer firmware 

Refer the steps mentioned in this HP document:- Click here

Once you install the printer, change the bellow settings to print in color.

1. Open Devices and Printers by clicking the Start button , and then, on the Start menu, clicking Devices and Printers.
2. Right-click the printer that you want to use, and then click Printing preferences.
3. Make your choices, and then click OK.
4. Under option Print color select color , then the OK button.

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[Elika]

Thanks for the response.

I've followed your instructions and was my printer is up to date. I did this using the smart app. That would make sense as I uninstalled and reinstalled from scratch as advised earlier in this thread. This time though, that process did not work.

Under Devices and Printers, I set as default and selected the printing preferences (I also looked at properties) but there isn't an option for printing in colour. 

Any other suggestions or am I missing something obvious?

[sandytechy20]

@Elika

This might require remote access of the computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

Cheers.

[Elika]

Thanks for your response but I'd prefer not to allow anyone remote access to my laptop.

It would be helpful if you would send me questions and suggestions on here instead. 

[Kumar0307]

@Elika

The issue here is that the print driver is not compatible with Win 10 OS. Installing Win 7 print driver on your Win 10 PC will resolve this issue:

Clean reinstallation of Pre-installed HP drivers

1.  In Windows, search for and open Programs and features 
2.  Select your HP Printer 
3.  Select Uninstall 
4.  In Windows, search for and open Devices and printers 
5.  In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’ 
6.  Open up the run command with the “Windows key + R” key combo. 
7.  Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”) 
8.  Click on the “Drivers” tab 
9.  Look for HP Printer driver. If you see it Click on it and click Remove at the bottom 
10.  Select Ok 
11.  Select Apply and Ok on the Print Server Properties windows 
12.  Close Devices and Printers, restart the computer.

Click here to download the HP Full-featured driver.

Once downloaded, make sure to run the file to start the installation and follow the on-screen instructions.

Try printing.

Let me know how this goes.

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!