Color printing

[Kennyswife]

My printer has worked fine until recently.  The color cartridge is full and my settings are for color.  I get no color.  I participate in the HP Ink program.  The customer service person had me go through all the steps to check what might be wrong.  I cleaned the heads, also.  The cartridges are firmly seated.  HP sent me a new color cartridge (HP 62 Tri-color) and still no success.  I have an HP Envy 5549.  It is three years old and only used during the winter - I'm a snowbird.

Any help would be appreciated.

[Riddle_Decipher]

@Kennyswife a.k.a snowbird, welcome to HP Forums!

If you are still a part of the HP Instant Ink program, please send a private message with the account number or email ID associated with the account!

While you respond to that, I'm not sure if the agent suggested you to check if the copier is working fine as a stand-alone device and I suggest you do the same and let is know if that works fine:

If it doesn't work, this could be a hardware malfunction: Click here to troubleshoot.

If it does, this could be an issue with the drivers and may require a re-installation to fix this issue, try the below steps.

• Press "Windows key" + "r" to get the "Run" window.
• Type "services.msc" to get Services - Go to "Print spooler" - Right-click and "Stop" the service.
• Now again open "Run" - Type "spool" and ok - Go to PRINTERS folder - delete everything in that folder.
• Go to services again - Start the print spooler.
• Now check for issue resolution.
• If the issue persists, unplug the USB cable from the printer if present. 
• Go to Control panel - Programs and feature - Select all the HP printer entries and uninstall them.
• Now go to Control panel - Devices and printer - Select all the printer entries and remove the device.
• Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to the Run window, type - "c:/programdata" - Go to the Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.

Then, use this link to access the HP website, find the drivers compatible with your windows and install it: Click here (download the full feature software)

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