12-03-2019 12:10 PM
UK. New HP Envy 5020 printer won't print colour. B&W is fine. Photocopies OK in B&W and Colour. Printer linked to Mac by USB lead. Set up as per panel on printer. Mac using Airprint (Mac Pro old style using OSX 10.7.5 that supports Airprint). Bought at Curry's in person. They said it was all compatible. Tried all on-line helps and they don't get it. Would like to do web chat or call with a human but this is not an option (how poor is that?!!)
Help gratefully received.
Solved! Go to Solution.
12-05-2019 02:38 PM - edited 12-05-2019 02:38 PM
@NHSWorker, Welcome to the HP Support Community!
Let us try these steps to resolve this issue:
Update the printer firmware
Click here to know different methods of updating printer firmware.
Also, check for any software updates on MAC
Click here to know how.
Install the printer using AirPrint driver
1.) Click 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.
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!
I am an HP Employee
12-09-2019 05:40 AM
Thank you for taking the trouble.
I had done the things you suggested but without success.
I did eventually get through to live technical help and it was fixed by them remotely logging in to my computer and converting from USB to internet-linked operation then sourcing appropriate drivers for my version of Airprint/OS.
There were several steps in this that I wouldn't have thought of and certainly weren't mentioned by the virtual help.
Thanks again for your kind support.