Can't access printer properties on HP OfficeJet 4650 - screen locks - reverts to black and white onl

[prospurring]

I am attempting to print in color on specialty glossy or matte paper, rather than plain paper. I have tried this in different applications, including Photoshop CS6 and Adobe Acrobat Pro DC, and it happens no matter what software application I'm using.

For example, within a software application, if I go to File > Print, the Print window appears. I select Properties, so that I can change the paper type.

At first, when I would select Properties, the Printer Properties window would appear. But as soon as I made a selection, it would lock up. More recently, as soon as I select Properties, it locks up.

It displays exception code 0xe06d7363 but a different function address each time. Here are some examples:

"Function address 0x8fea9129 caused a protection fault. (exception code 0xe06d7363) The application property sheet page(s) may not function properly."

"Function address 0x6ce89129 caused a protection fault. (exception code 0xe06d7363) The application property sheet page(s) may not function properly."

I have searched using Google for anything related to "hp officejet 4650 0xe06d7363 exception code" and found no documentation on how to fix this error. Additionally, this error message is NOT very user-friendly and provides me with no assistance whatsoever in terms of knowing how to resolve it.

At this point, even after clicking OK on the error message, the screen has locked up and I can't continue. I have to use Windows Task Manager to close whatever software application I've been in. Additionally, the HP OfficeJet 4650 now only prints in black and white and will no longer print in color.

So, I take the following troubleshooting steps:

The first steps are based on: https://h30434.www3.hp.com/t5/Inkjet-Printing/HP-OfficeJet-4650-won-t-print-documents-in-color/td-p/...

1. Go to Add or Remove Programs.
2. Uninstall the HP OfficeJet 4650 series Basic Device Software.
3. Unistall the HP OfficeJet 4650 series Help.
4. Uninstall the HP Dropbox Plugin
5. Uninstall the HP Google Drive Plugin.
6. Close the Add or Remove Programs window.
7. Open a command window with the "Windows key + R" key combination.
8. Type printui.exe /s and press Enter. (Note: there is a space between "printui.exe" and "/s")
9. A window appears. Click on the Drivers tab.
10. Look for an HP Printer driver (for the HP OfficeJet 4650; I have an HP LaserJet also installed). If I don't see a driver for the HP OfficeJet 4650, close Devices and Printers. If I do see a driver for the HP OfficeJet 4650, click on it and click Remove. Select OK. Select Apply and OK on the Print Server Properties window. Close Devices and Printers.
11. Restart my computer to ensure all the behind-the-scenes stuff with registry keys happened.

The next steps for a hard reset and release of built up static are based on: 
https://h30434.www3.hp.com/t5/LaserJet-Printing/Error-code-on-officejet-4650/td-p/6601708

1. With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
2. Remove USB cable, if present.
3. Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
4. Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.
5. Turn on the printer and wait till warm-up period finishes and the printer is idle.

Additional steps:

1. Downloaded the latest drivers for the HP OfficeJet 4650 for my operating system here:
   https://support.hp.com/us-en/drivers/selfservice/hp-officejet-4650-all-in-one-printer-series/5447930 (Note that I've tested using just the basic driver and the full pack driver.)
2. Moved the OJ4650_Full_WebPack_1122.exe file to my root C:\ directory
3. Ran it from there as the administrator
4. When it's finished, restart the computer to ensure all the behind-the-scenes stuff happens.

At this point, I can now print in both black-and-white or color on plain paper. However, I cannot print on a different type of paper, or print borderless, or choose any other option from the Printer Properties screen, since I can't access it, unless I want to do all of this over again.

Additionally, if I turn the printer off, it reverts to printing only in black and white, and I have to do this AGAIN.

I am not the first to have this issue. Please see also:

• https://h30434.www3.hp.com/t5/Printer-Software-and-Drivers/printer-preferences-exception-code-0xe06d...
• https://h30434.www3.hp.com/t5/Inkjet-Printing/Printing-Problem/td-p/6165677
• https://h30434.www3.hp.com/t5/Inkjet-Printing/Error-when-trying-to-access-printer-preferences/m-p/71...
• https://h30434.www3.hp.com/t5/Inkjet-Printing/My-HP-OfficeJet-4650-won-t-print-color/m-p/7129445

This problem started occuring when I had to wipe my operating system and start from scratch. Since that time, I've been unable to get the HP OfficeJet 4650 to function properly.

I have not yet tried updating the firmware, as suggested in this post. This will be my next attempt to address the issue.

• https://h30434.www3.hp.com/t5/Inkjet-Printing/Printer-preferences-exception-code-0xe06d7363/td-p/698...
• The firmware is here: https://support.hp.com/us-en/drivers/selfservice/hp-officejet-4650-all-in-one-printer-series/5447930

[sandytechy20]

@prospurring

Welcome to HP support community.

Yes, try to update the firmware and let me know if that fixes the issue.

I will be more than glad to assist you if required.

Cheers.

[prospurring]

Today, I ran the firmware update, and it says that my HP OfficeJet 4650 is up to date. When I select the HP OfficeJet 4650 from the list, the "Update" option isn't even available.

I'm completely at my wit's end. Any suggestions on what to try next would be most appreciated.

[sandytechy20]

@prospurring

This might require remote access of your computer to fix this issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[prospurring]

Would talking to HP support for an out-of-warranty printer result in a fee?

What might remote access be able to help with that I can't do on my own?

Is it possible that even though this screen shows that the printer has color ink, that the printer itself thinks it's out of color ink? Would it tell me if the color cartridge needed to be replaced?

What else COULD it be?

[Jeet_singh]

@prospurring,

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.