06-05-2018 04:32 AM
I have had my HP Envy for nearly two years and never had a problem with it on my Windows 10 laptop.
Last week after my laptop died I bought a Microsoft surface tablet with Windows 10 pro and have installed the drivers for the printer.
Now I cannot print in color, there is no option to even select colour.
I can print a test page in color, I can print from my Ipad in colour and I can print from my phone in color.
I have followed all advice that I can find on the internet, I have uninstalled all references to HP from my device and reinstalled drivers six times now and still i cannot clear the problem.
I did see some advice to set up a new user and try but I do not have another microsoft account that I can use?
I cannot print photos in colour or word/office documents in color.
Please can someone offer any other advice.
Thanks in advance.
Solved! Go to Solution.
06-06-2018 07:12 AM
Good Day. A warm welcome to the HP community. I reviewed the case regarding issues with the printer not printing from your new surface pro. Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. 🙂
To assist you with accurate information I would require more information regarding this:
- Did you try to uninstall and reinstall the printer software at the root level?
- Did your un HP print and scan doctor and check again if it prints?
For now, try these steps:
- Please perform a hard reset on the printer from this link: https://hp.care/2Hin46W by following instructions from the section “Step 1: Reset the printer”
- Then run HP print and scan doctor from this link: https://hp.care/2t64Xtz and check if the issue gets fixed
If it continues, then try these steps:
Uninstall and reinstall the printer drivers at the root level by following these step by step instructions:
- Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)
- Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)
- Go to devices and printers, in control panel and select any printer listed there and you will get some options on the top.
- Click on print server properties.
- You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there if any.
- Delete all the instances of your printer listed in devices and printers.
- Restart the PC.
- Once the PC is on the desktop, press Win + R, it would bring a Run dialog box,
- Type %temp% in the run box and click Ok or hit the Enter button.
- It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).
- If possible, delete the printer from the registries using Regedit or using any other 3rd party application.
- Ignore the Regedit option if it cannot be done.
- Restart the PC again.
Then download the latest full feature driver from https://hp.care/2JwOVW1 and install it on the computer after selecting the correct operating system.
Connect the printer to your computer only when the setup prompts for the printer.
This should fix the issue.
- If the issue continues then please download the Windows Built-in drivers by following instructions from this link: https://hp.care/2o3acvH
- There is an associated YouTube video on how to install the built-in drivers.
This should do the trick for you.
- Please check for issue resolution. If the issue continues, then install the Basic drivers from this link: https://hp.care/2JgevhP and it should resolve the issue.
Perform all these steps patiently as it is critical to resolving the issue. Good luck to you. I will keep a watch for your response.
Let me know how it goes and you have a great day!
To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.
Take care and have a blessed week ahead. 🙂
I am an HP Employee
06-06-2018 07:27 AM
Thank you for your reply! Last night I performed the same uninstall and reinstall proceedure another 3 times and on the third try it magically started to work.... I just hope it stays that way.
06-06-2018 08:56 AM
I reviewed the reply. It is great to have you back. Your time and patience are immensely appreciated. You've displayed great commitment, infinite patience and excellent technical skills to try and resolve the issue. Kudos to you for that. These qualities are admirable. 🙂
You are a valued HP customer and it has been an absolute privilege to share this platform with you and a genuine pleasure to work with you. I hope things work great for you. I hope the product works great and stays healthy for a long time. Now trust me, I've done all I can to assist you here by keeping your best interest in mind.
If this helps to simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.
Take care and have a blessed year ahead. Stay healthy and smile big 🙂
I am an HP Employee