Envy 5540 Not colour printing from PC, but colour copying

[Forty2]

Hello,

I wonder if someone can help us please, our printer has started to print in Greyscale.

We have changed the cartridge and it has not made any difference.

We have an instank ink package and we cannot use our printer to print colour.

When we print anything and try to click the printer properties button it says this:

HP Envy 5540 series (network) Document Properties

X Function address 0x7ac43fb8 caused a protection fault.

(exception code oxe06d7363)

The application property sheet page (s) may not funtion properly.  OK

Does anyone have any ideas what we can do to resolve this please?.  Thank you

[RichAnt · Accepted solution]

Hello Forty,

Possibly, uninstalling (complete uninstall) and download/install the printer’s software will correct your situation.  Possibly the software needs updating or failed.   Recent Windows 10 updates can cause this.

If not fixed, please get right back.

Let’s first do a Hard Reset of the printer, thus:

1. Turn the printer on, if it is not already on.
2. Wait until the printer is idle and silent before you continue.
3. With the printer turned on, disconnect the power cord from the rear of the printer.
4. Unplug the power cord from the wall outlet. Wait at least 60 seconds.  (Eliminate residual charge)
5. Plug the power cord back into the wall outlet.  note: HP recommends connecting the printer power cord directly to the wall outlet.
6. Reconnect the power cord to the rear of the printer.
7. Turn on the printer, if it does not automatically turn on.  Wait for lights flashing, noises and silent.   
8. Do a test print, any results?   If that fixed it, forgo further steps.  (for testing, type one word in a document to save ink).

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Now, let’s do a Complete uninstall.  This link has the steps, which I have summarized below  1) to 3).  Save this link for future reference.  If you look at the link, be careful of Step 3, there could be other HP software besides the printer's.

https://support.hp.com/us-en/document/c02259020  entitled Uninstalling the Printer Software (Windows)

Let’s do a complete uninstall of the printer’s software and then download/install software.  Steps 1-3 for a complete uninstall.

1) In Windows, search for and open Programs and Features.

-Select your HP printer by left clicking once on all 5540 items (2 files with Envy 5540 as part of the name – Software and Help)

-Select Uninstall.

2) In Windows 10, click on Settings > Devices > Printers/Scanners.  Then left click once on the Envy 5540, and choose "Delete" or "Remove Device.”

3) Open up the run command with the "Windows Key + R" key combo. (If you have the actual Windows Key on your keyboard.  Otherwise, right click on the Windows Key of Win 10 and click on Search.

Type printui.exe /s and click OK.  Note the space between the .exe and the /s.

Click on Drivers tab.

Look for HP 5540 Series Printer driver. If you see it click on it and click remove at the bottom.

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Now let’s download the the 5540 software at HP site in below link.  Do not use the software disc provided in the box, as it may not be the most recent version.  Save this link.

Click Software and Drivers > Go > download.  In the blue line, it should read Windows 10 or whatever Operating System.  If not click Change.  You want the Full Feature Software, and ignore the items at the bottom, which are included.  It’s a good idea to first click Save (it will show up in Downloads file) and then click Run.  Do a test print.  Results?

 https://support.hp.com/us-en/product/hp-envy-5540-all-in-one-printer-series/5447939/model/5447940/dr...

I am not an HP employee; just searching for helpful answers for queries on the forum.

A reply is greatly appreciated, if suggestions help or not, as the multitude of volunteers on the forums respond to lots of queries, which requires a great deal of time.  Good luck.

[Forty2]

Thank you for the quick response, I've just tried the Hard re-set and it is still not printing in Colour.  Will move on to the uninstall and re-install and report back on progress.  Thnak you for taking the time to reply.

[Forty2]

I have just tried to remove the printer, it says it can't remove the printer as 'it is currently in use' ?.... it isn't being used, any advice what to do next please?  Thank you

[Forty2]

Just reinstalled and tested despite the error messages and it is working again in colour printing. Thank you for your advice. It would be good to know why it did this, perhaps it was something to do with an update?. Many thanks once again for your help, much appreciated.

[RichAnt]

Hello again forty,

That's outstanding that it prints in color now.  Thank you for the KUDOS, it is much appreciated and happy to do the research.

I had googled for your error code (exception code oxe06d7363) and several of the solutions involved simply reinstalling the printer's software.  That's all I know.

I've not heard of a "currently being used" response to uninstall.  Anyhow, maybe the printer needed to be turned off; the software is on the computer.  I've not seen that you should turn off the printer to uninstall.

Regards, and good luck!

Rich

[Laura_D]

very helpful - many thanks. The re-install worked

[Forty2]

Thank you for the reply, the was reinstalled etc many times to no avail, after hours on remote support, still no joy.  Sadly I've had to purchase another printer now to resolve the issue. Glad the advice helped others though.