can no longer print in color. Cannot select PREFERENCES.

[DickH-02]

Nothing prints in color.  It looks like monochrome.  i cannot access PREFERENCES.  I get a PROTECTION FAULT even after running troubleshooter and it says all is okay.

[asmita6658]

Hi @DickH-02

Welcome to the HP Support Community. 

Try these steps -

Step 1 HP Print and Scan Doctor - 

Click on this link to download and run HP Print and Scan Doctor 

Step 2 Re-install the printer drivers - 

1. In the search box, type and open "Uninstall a Program".

2. Look for HP Printer software.

3. Right-click to uninstall.

4. In the search box, type and open “Devices and printers”.

5. In the Devices and Printers, look for your HP printer. If you see it listed right-click on it and choose “Delete” or “Remove Device”.

6. Open 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” and “/s”).

8. 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 Once the software and drivers are removed.

13. Restart the computer.

14. Download and install the software and drivers from here.

15. Click on the downloaded file and follow the on-screen instructions.  

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!

Have a great day! 

[DickH-02]

the driver's reloaded okay and when I did a PRINT QUALITY DIAGNOSTIC page, it DID  print in color.

the problem is that nothing ELSE will print in color.  I tried to print Microsoft CALENDAR, and a MS WORD document and neither would print in COLOR!  when i attempted to adjust print preferences, I continue to get PROTECTION FAULT and the APP crashes.

the message is:  (from HP ENVY 5540 series (Network) Document Properties

"*Function address 0x00007FFD60E2A839 caused a protection fault. (exception code 0xe06d7363)

the application property sheet page(s) may not function properly."

END OF MESSAGE

[asmita6658]

@DickH-02

Try these steps - 

1. Select Start, and in the search box, enter Command Prompt. Press and hold (or right-click) Command Prompt (Desktop app) from the search results and select Run as administrator.
2. Enter DISM.exe /Online /Cleanup-image /Restorehealth (note the spaces before each "/").
3. Enter sfc /scannow (note the space between "sfc" and "/").
 

Also, try updating the computer - 

1. In the search box, type and open Windows Updates. 
2. Check for updates. 
3. If the updates are available, click on install and restart the computer. 

If the issue still persists, try creating a new user account and check - 

1. Tap the Windows icon.
2. Select Settings.
3. Tap Accounts.
4. Select Family & other users.
5. Tap "Add someone else to this PC."
6. Select "I don't have this person's sign-in information."
7. Select "Add a user without a Microsoft account."
8. Enter a username, type the account's password twice, enter a clue and select Next.
9. Tap the Windows icon.
10. Select the User icon at the upper left corner of the Start menu.
11. Select the new user. You'll then sign into your account with your password from step 8.
 

Let me know. 

[DickH-02]

Things have changed but NOT for the better.  I ran the DISM and sfc both and both indicated no problems.  I did run updates again and there were 3 so i installed them.  I had done that yesterday and there were none then.

No change really except now I do NOT get the PROTECTION FAULT from APPS but there is also no longer a CHOICE to print monochrome or color.  When I access the PRINTER from DEVICES & PRINTERS, If I access PREFERENCES, it STILL DOES CRASH.

I don't know where the changes came from.  One of the documents I was using to test printing (still not in color) will NOW now allow me to edit it.  I don't know where that came from either!

I have a headache now.

I did the GUEST USER and I was totally lost when there was nothing there.  What I managed to find and print still was NOT in color.  Having never done that before, after step 11 of your last,  I was lost.

[Kumar0307]

@DickH-02

Thank you for the response.

Install HP Smart and try printing

To know more about HP Smart and to download the app, click here

Alternatively, Let us try installing Windows Built-in Driver and check if that helps.

Kindly follow the steps mentioned in this document.

Let me know how this goes.

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[DickH-02]

It says that HP SMART will only give me BASIC functionality but I decided to try it anyway.

the first thing that happened was printer out of paper.  so i put paper in.

NOW it says PHOTO TRAY is out of paper.  WHAT is a PHOTO TRAY?  I don't think I have one.  I have NEVER even tried to print a photo.  Troubleshooter wants me to go through all that UNPLUG and REPLUG and restart this and that.

This is causing MICROSOFT EXPLORER to CRASH!  Isn't there an easier way to fix this?

And what is WSD PRINT PROVIDER?  I found it in Devices and it's pointing to my HP Printer also. 

SOMETHING is NOT allowing most - maybe all - of my documents NOT to be able to access HP Printer PREFERENCES!

apparently that is why they won't print colors.  The best I get is MONOCHROME.

[Kumar0307]

@DickH-02

Perform a hard reset on the printer 

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Perform steps mentioned under Solution One and Solution three in this document to resolve an Out of paper error.

To know How to load a Photo paper or to get more info on Photo tray, refer to this document. 

If HP Smart did not work, please try installing Windows Built-in driver as mentioned in my previous post.

WSD is a port that is designed for automatic discovery, setup, and control of printers. It is a Built-in service in Microsoft Operating Systems.

Keep me posted for further assistance.

[DickH-02]

I followed your instructions to Install printer using built-in driver - all went along as expected until I got to STEP 9.  Step 9 seems to be a REPEAT of STEP8 but using a DIFFERENT selection.  How do I do that?  

a new printer DOES show up under DEVICES, it does NOT indicate it is a NETWORK printer and it CANNOT print a TEST PAGE.

what now?

[Kumar0307]

@DickH-02

I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction with our HP Support team.

I would request you to contact them for further assistance.

Click on this Link to contact HP.

Keep me posted for any other assistance.