problem with printer

[JP381]

Recently I upgraded my computer Hp Pavilion HPE from windows 7 to windows 10.  The connected printer HP Envy 7640 would then only print in gray tone.  Printing from a laptop also running windows 10 there were no problems.  Also printing from the Pavilion to another printer on the network HP Envy 7800 also no problems.  Tried removing the printer and uninstalling the drivers from the computer and letting windows the detect and reinstall the drivers.  Still no color.  Also tried downloading' a new driver from HP website.  It would download to the computer ok but when it would try to install on the computer it would get has far as attempting to "activate" the driver and an error message would pop up saying it couldn't connect to the internet.  There are no problems with the connection.  I have had the printer and computer to a local computer repair store and the tried all of the same things I did and are a loss as to what the issue is.  Unless someone has a fix the only remaining option is to junk the 7640 and buy another 7800.  Would rather not do that.

[Kumar0307]

@JP381, Welcome to the HP Support Community!

I understand you are not able to print in color from your Win 10 PC.

Try making a standalone copy in color and check if that works. By this, we can conclude if this is a hardware or a driver issue.

If you are able to make a color copy, proceed to the next step.

Install the printer using the TCP/IP port:

1. On the PC, go to Control panel > Devices and printers > 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.

If the issue persists, Install the printer using Windows built-in driver

Refer to this document to know how. Try printing.

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! 

[JP381]

Thanks for replying but unfortunately your suggestions did not solve the problem.  First of all  I can print in color to the printer in question from any other printer on my network even my iPhone.   I just can't print in color from my Hp pavilion HPE.  The problem started when I had the OS changed from Windows 7 professional to windows 10.  I tried adding a printer using the IP address as you suggested and no luck.  I tried down loading a new driver from HP.  I could down load it okay but when tried to install it the installation would go as far as the activation step and then would give me an error message that the connection to the internet was lost.  Everything is working fine with internet so I can't explain that issue.  I assume it was trying to  activate it through hp's website.  The current work around was to give the 7640 to my wife since it seems to work from her laptop running windows 7.  I bought a new ENVY 7855 and that seems to work okay but I liked the 7640 better and would still like to solve the problem.

[Kumar0307]

@JP381

Did you try installing the printer using Windows built-in driver?

Kindly try that and let me know how it goes.

[JP381]

I am not sure that I am installing by "using the windows built in drivers" correctly but I think so but still only prints in gray tones even though gray tone is turned off and the printer is set for color.  I tried running the Hp print and scan doctor which found a problem with port assignment which it corrected but still only gray tones.  I am spending way too much time on this and as I told you I switched the printer to my wife's computer running windows 7.  It works there correctly and I have new Hp 7855 for my computer which seems to work okay.  So I think I am going to give up for now. Thanks for attempting to help. 

[Kumar0307]

@JP381

I understand. I appreciate your patience. I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team.

Please reach out to the HP Technical Support team in your region for further assistance. 

Keep me posted for any other assistance.