Color or Black and White option missing in Preferences - Paper/Quality

[mikebowthorpe]

Color and Black and White option missing in Preferences - Paper/Quality

The printer passes all the HP tests and I can print a color test page.

However under Paper/Quality the box to select either Black and White or Color is missing.

I have reloaded drivers, the printer firmware is up to date as is W10

The printer will print Black and White from my laptop which is a Lenovo, my second HP laptop is exactly the same - it only prints Black and White.

I can print color from a Samsung phone.

Please help

Mike Bowthorpe

[TEJ1602]

@mikebowthorpe, Welcome to HP Support Community!

Follow the steps below-

Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printing/scanning issues. 

For more information, go to https://support.hp.com/us-en/topic/printscandoctor

Check the printer driver settings. Refer to the document for help- HP Printers - Print Driver Settings Guide (Windows)

If the issue persists, I recommend you delete the driver and root level and retry, follow the steps below: 

1) In Windows, search for and open Programs and features 

2) Select your HP Printer 

3) Select Uninstall 

4) In Windows, search for and open Devices and printers 

5) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’ 

6) Open up 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”

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.

Use this link to download and install the new driver. Configure the printer and try printing.

If you still have issues, try the Windows built-in drivers. Follow the steps below:

•   Uninstall the printer drivers. Go to Control Panel - Devices and Printers - Click on "Add printer" and follow the on-screen instructions.

•   When the page prompts for the drivers, select "Windows update". The driver list will be updated.

•   Click HP, Hewlett Packard, or Hewlett-Packard in the Manufacturer pane, and then click the name of your printer in the Printers pane.

Refer to this document HP Printers - Installing and Using the Windows Built-in Print Driver for help.

Hope this helps! Keep me posted. 

Please click “Accepted 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!

[mikebowthorpe]

Hi

Thank you for your reply but I have already tried what you suggested - and forgive me but your reply is a stock answer - fixing things can be more complicated. I spoke to an IT manager he she helped me sort the problem out............

The bottom line - remove the driver, clean up the registry and re-install - except even though I had Admin rights it would not let me remove the old software. I had to use this.....
https://support.microsoft.com/en-us/help/17588/windows-fix-problems-that-block-programs-being-instal... 
I then went to reg edit and removed all traces of the HP Envy 4520 driver and then re-installed the s/w
....after which the colour and B/W box reappeared and I could then print colour.

What a pain in the butt

Mike Bowthorpe

[mikebowthorpe]

I would add this tool......

 HP Print and Scan Doctor

....will not resolve all issues - I tried it and everything worked fine, the tool printed in colour and passed all the tests, But I could not print colour from my PC.

Mike Bowthorpe