Installed HP Smart and printer stopped printing colour

[Terri777]

My 4650 is a beast, never lets me down - then HP sent me some new software. From the moment I loaded HP Smart, there's been nothing but trouble. It will NOT print colour - not from any application. The test page direct from the printer is fine - glorious technicolour, so no hardware issues. But every page I print from the PC is mono-chrome. 

I have re-loaded drivers. Run diagnostics, removed and re-installed the printer - and now I no longer have any ideas left.

Of course, I have a large and important job to get out today and no way to get in touch with anyone at HP. If anyone out there has a bright idea, please help.  Thank you. 

[Kumar0307]

@Terri777, Welcome to the HP Support Community! I’m here to help.

I understand the printer is not printing in color from your Win PC. Install the printer using the TCP/IP port to resolve this issue:

Check for any pending Windows updates first.

1. On the PC, go to Control panel > Devices and printers > Remove the existing printer entry > click on Add a printer(at the top) 
2. Under 'Choose a device or printer', click on 'The printer I want isn't listed'.
3. Select 'Add a printer using a TCP/IP address'
4. Find the IP address of the printer by tapping on the wireless/ethernet icon on the printer screen
5. Type in the 'IP address in Hostname or IP address' box, click next
6. Proceed to the next steps by following the on-screen instructions.
7. Try printing in color. (Do not use any HP apps to print)
8. Scanning can be done using the HP Smart app.

Hope this helps! Let me know how it goes. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! 

[Terri777]

Hi Kumar,

Thank you for your reply. Unfortunately, the fix did not work. I tried it, then had my (more tech savvy) son try too - and neither of us could get the desired result. 

The printer continues to print colour only in test mode, but will only print in black when we print from the computer - regardless of the program used. We have tried printing from a number of Microsoft applications, Photoshop, Corel, Silhouette, etc., all to no avail. 

[Kumar0307 · Accepted solution]

@Terri777

Run HP Print and Scan Doctor to diagnose and fix any driver issue

Click here to download the file. Once downloaded, make sure to run the file to start the installation and click on 'Fix printing'.

If the issue persists, install the printer using Windows built-in driver. Remove the current printer from the computer and delete the printer.

Refer to this document to know how. Try printing. Use Deskjet 990c driver if your printer is not listed.

Let me know how it goes.

[Terri777]

Thank you Kumar - a combination of the two solutions got the printer working. 

[Kumar0307]

@Terri777

Glad to know that the issue is now resolved. Feel free to contact us with any concerns related to HP products.

Happy to help!