HP Officejet 3830 unable to print in color when print job sent from HP laptop

[localphazon]

I recently bought an HP Envy x360 convertible laptop and have not been able to print in color from my HP Officejet 3830 All-in-one printer. I have not selected any options that would make it print in black and white or grayscale. I have tried this with Adobe Reader and Microsoft Word 2019. I am still able to print in color from my old laptop, which wasn't an HP, and I am also able to copy and print documents in color if I use the printer directly (rather than sending a print job through my new laptop). There have been several conversations addressing this issue, and most of the time HP support staff seems to say to completely uninstall the printer and its drivers, restart the printer and computer, and reinstall everything. I tried this, and the problem persists. Since the printer is fully capable of printing in color when I don't use my new laptop, I don't think it is a problem with the printer but rather with the printer drivers.

[TEJ1602]

@localphazon, Welcome to HP Support Community!

I appreciate your efforts in trying to resolve the issue. This could be an issue with the printer drivers or the OS installed. Let us try to isolate the issue and resolve it-

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. For more information, go to Updating or Upgrading Printer Firmware.

Perform a root level uninstallation of the printer drivers. Here is how you do it-

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.

Now, I would suggest you 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. 

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