ENVY 5020 will not print in colour from MacBook Air using Mojave 10.14.4

[bobdrifter]

ENVY 5020 Serial No [edited]

Laptop used to print in colour but has now stopped doing this and only prints Black and White even when colour is ticked. Have reinstalled printer to no avail.

[asmita6658]

Hi @bobdrifter

Welcome to the HP Support Community. 

To better assist you - 

1.) Are you able to make a color copy? 

2.) Are you using genuine HP ink cartridges? 

3.) What app or software are you printing from? Does it happen with all of them? 

While you respond to that, try these steps to check the ink levels - From Home screen, touch (Ink) to check the estimated ink levels.

If the ink levels are fine, print a Print Quality Diagnostic report -

1.) On the printer control panel, swipe left on the display, and then touch Setup .
2.) Touch Tools.
3.) Swipe up on the display, and then touch Print Quality Report.

Examine the color blocks for defects -

• If any of the color blocks show white lines, are faded, or are missing completely, try steps 10 to 13 from this document. 

• If the color blocks do not show white lines, and are not faded or missing, try below steps -

Step 1 Add as an AirPrint printer -

1.) Click on the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners. 

2.) Check if your printer name displays in the Printers list, If your printer is listed, click the printer name, click the minus sign  to delete the printer. 

3.) If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button  at the bottom of the list. 

4.) Click the plus sign  click Add Printer or Scanner, click the printer name. 

5.) Click the Use or Print Using menu, select AirPrint in the pop-up menu. Then click Add. 

6.) Try to print. 

If the issue still persists, try updating the printer's firmware. 

Step 2 Update the printer's firmware -  

Download and install the firmware update from this link. 

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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Have a great day! ​​​​​​​​​​​​