Printer Won't Print Colour

[Xeryus88]

I posted this problem on 6th May and fixed  the problem  on 10th May using a fix provided by DVortex. Here is my post from 6th May:

'My printer has stopped printing colour when documents are sent directly to it from the PC although it continues to print fine in black. Cartridges are all OK.

However it will print colour when printing out a test page from the diagnostic menu and will also print coloured documents which are sent to it via eprint.

The printer is connected wirelessly to my PC. I downloaded an update as recommended by HP a few days ago and received a message to say that the download was installed sucessfully.'

Unfortunately, the exact same problem has arisen once more following another update from HP. As before the colour/ black radio buttons have dissapeared from the the printer properties page and the printer will not print colour documents sent to it from the pc although it continues to print colour when printing a test page from the diagnostic menu.

To resolve it I tried applying the same fix provided by DVortex as before which involved removing all HP drivers/software  from my pc and starting a clean install from the link supplied. Everything seemed to go fine up until the point I tried to print a colour document and found that the problem still remained.  Can anyone help please.

[Dvortex]

Hello, @Xeryus88 – Greetings!

Welcome back to HP support forums! 

Sorry to hear that issue has again reappeared after the update 😞 But do not worry, we will fix this issue as well 😉

First off, did you try printing from different applications or just one? If you have only tried printing using one application, try printing from different applications like from browser, pdf documents or via MS word. This will help us isolate the issue. Let me know the result.

Also, check the color printing options under the printing preferences window.

1. Go to Control Panel - Devices and Printers.
2. Right-click on your printer and select "Printing Preferences".
3. Now navigate through the menu and make sure the grayscale printing option is disabled.

Please let me know if this resolves the issue, or if you require further assistance.

Cheers 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[Xeryus88]

Hi Dvortex. I have looked at all options in the print preferences window but there is no grayscale box to untick. Also there is no colour box with radio buttons for Black & White and Colour under the Paper/Quality tab.

[Rainbow23]

Hi @Xeryus88,

Thank you for your reply, I'll be more than glad to help you.

I understand that the issue still persists after following the steps provided in the previous interaction.

It looks like you were interacting with @Dvortex, but he is out of the office today so I'll take over from here.

Let's go through a few steps to fix this issue.

1. In your software application, click Print.

2. Select your printer from the list of available printers.

3. Click the option that opens the Printer Properties dialog box.

Note: Depending on your software application, this button might be called Properties, Options, Printer Setup, Printer Properties, Printer, or Preferences.

4. On the Properties window, click the Paper/Quality or Features tab, depending on your software.

5. Click Advanced, click Print in Grayscale, and then de-select Print in Grayscale or High-Quality Grayscale.

6. Click OK to complete the change.

If the issue persists, then you may follow the link: Color or Black Ink Not Printing 

Let me know if this works.

You have a good day ahead.

[Xeryus88]

Hi Rainbow23 and thank you for your prompt reply.

The printer will only print in grayscale when sending documents to it from the pc. I have also tried printing from my default browser Chrome and also from Microsoft Edge, again all I get is grayscale. However, when printing a diagnostic page from the HP printing assistant app I can get colour. Also when printing via the HP eprint facility I can get colour. Both ink cartridges are fine so I deduce that there seems to be a problem somwhere between my pc and the printer. My printer is connected wirelessly to the pc.

You are suggesting that I turn off grayscale printing under the advanced tab within the printer properties. There is no grayscale option within this section and there are no colour/black radio buttons to select. See screenshots below of properties window.

[Rainbow23]

Hi @Xeryus88,

Thank you for your reply, I'll be more than glad to help you.

I understand that the issue still persists after following the steps provided in the previous interaction.

This issue could occur if the firmware is not updated.

Please follow the link to update the firmware: HP Customer Support - Software and Driver Downloads

Let me know if this works.

You have a good day ahead.

[Xeryus88]

Hi Rainbow 23

Thank you for replying. Unfortunately this hasn't fixed the problem. When I downloaded the firmware the status was that the printer was up to date. 

I still have no colour/black buttons in preferences and no grayscale option in advanced settings.

[Rainbow23]

Hi @Xeryus88, 
Thank you for your reply, I'll be more than glad to help you.

I understand that the issue did not resolve after following the steps in the previous interaction.

As we have tried all the possible solutions for this issue, please contact HP phone support for further assistance at the link: www.hp.com/contacthp

You have a good day ahead.

[meganmoocow]

My printer is doing the same thing... did you ever get a solution for your problem? My properties are also the same as yours... no where to see grey scale either

Megan

[Xeryus88]

Hi Megan, thanks for your message. Sorry to hear you're having problems with your printer. Although your device  seems to be experiencing the same symptons as mine did, the cause could be different. I recommend that you post the details of the problem on the support forum under the relevant category and give details of your printer and computer, model number, operating system etc plus any other relevant information. One of the HP tech team will reply to you and suggest a fix to try.  Good luck.

Xeryus88