My computer won't let me print anything in colour UNLESS its for a diagnostic sheet

[MorganArrow]

Whenever I try to print anything, the print preview only shows black and white, and there's no option to change it at all.

I've checked the printer settings and colour is selected, I've tried every printer diagnostic imaginable (including aligning and cleaning the cartridges) and any diagnostic sheet that tests for colours always comes out in full colour. I've tried taking the cartridges in and out and this does nothing. I've tried the virtual agent, who led me to download something (HP Easy Start I believe?) that 'installed' but there's nothing actually there. I've tried emailing it but it just directs straight to the photo paper tray (which is empty as I don't own or use photo paper). I never used to have this problem until now, and I've made zero changes to anything that may effect the printer in anyway.

*EDIT* I borrowed my mum's laptop to print today to see if it would be the same and the colour works fine, so the issue is with my computer, I'm just not sure what.

[Kumar0307]

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

I see that you are not able to print in color from your computer. To assist you better, is the printer wirelessly connected to the computer?

If yes, install the printer using the TCP/IP port:

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. Open File > Print.

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! 

[MorganArrow]

Hi

My printer is physically connected to the computer by a cable, should I still try the wireless connection method you've listed her or is that no longer applicable?

[Kumar0307]

@MorganArrow

Is it a USB cable or an Ethernet cable?

You can try the steps if it is an Ethernet cable. 

If you are using a USB cable, remove the current driver, restart the PC and reinstall it from here.

Keep me posted.

[MorganArrow]

My printer is connected by USB. I reinstalled the drivers in the way you suggested, but it unfortunately doesn't seem to have done anything. I chose to install the complete set of drivers.

This included installing EasyStart again, and I went through the whole process and then when it finished it seemed to loop me back to start, including finding my printer and even downloading EasyStart again. I'm not sure if that's normal or a bug, or if the initial process actually did anything.

[Kumar0307]

@MorganArrow

This is a printer software issue.

The last resort would be to install the printer using a built-in printer driver.

Remove all HP printer-related drivers, and delete the installed printer.

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

Refer to this document HP printer setup (Windows built-in driver) for help.

Let me know how it goes.

[MorganArrow · Accepted solution]

I decided to go through the entire setup thing one more time before doing what you last suggested just in case, and this time I found an option that let me change from being USB connected to wirleess, and that seemed to do the trick, as I successfully printed a coloured sheet just now. I'm not sure if the USB connection was the whole problem, or if it was something else that happened during the last go-around with setup that fixed it instead. Thanks so much for helping me and sticking with this post 🙂

[Kumar0307]

@MorganArrow

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

Happy to help!