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When I change the print quality and/or paper type in settings, my printer doesn't print in colour.

HP OfficeJet3831 Printer with HP Pavillion Power Laptop
Microsoft Windows 10 (64-bit)

I'm having an issue where I can't change the print settings for my printer AND print in colour. Using the default settings works with colour printing but when I change the paper type or the quality of the print, it automatically changes the colour to monochrome. When I try to access the printing preferences again, I get a protection fault error and have to remove the device completely, and re-install the device to my laptop. The settings then reset to default.

 

Please, any help would be appreciated.

 

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When I change the print quality and/or paper type in settings, my printer doesn't print in colour.

@xtaylor, Welcome to HP Support Community!

 

Going through your post I see that you're unable to print in color upon changing the printing preferences. This could be an issue with the installed printer drivers. Follow the steps below to resolve the issue-

 

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

 

Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printer connectivity issues. 

For more information, go to https://support.hp.com/us-en/topic/printscandoctor

 

If the issue persists, I recommend you delete the driver and root level and retry, follow the steps below: 

  

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”

😎 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.

 

Use this link to download and install the new driver. Configure the printer and try printing.

 

Additionally, refer to the document HP Printers - Print Driver Settings Guide (Windows) for help.

 

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. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

TEJ1602
I am an HP Employee

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When I change the print quality and/or paper type in settings, my printer doesn't print in colour.

I've re-downloaded the drivers and done everything you instructed. No change. It still doesn't work.

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When I change the print quality and/or paper type in settings, my printer doesn't print in colour.

@xtaylor

 

I appreciate your efforts in trying to resolve the issue. Further, I'd suggest you uninstall the printer drivers as mentioned in the previous post and try the Windows built-in drivers. Follow the steps below:

 

•    Go to Control Panel - Devices and Printers - Click on "Add printer" and follow the on-screen instructions.

•    When the page prompts for the drivers, select "Windows update". The driver list will be updated.

•    Click HP, Hewlett Packard, or Hewlett-Packard in the Manufacturer pane, and then click the name of your printer in the Printers pane.

 

Refer to this document HP Printers - Installing and Using the Windows Built-in Print Driver for help.

 

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. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

TEJ1602
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