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Countless printer errors- unable to print colour, several error messages- officejet 3835

HP Recommended
hp officejet 3835
Microsoft Windows 10 (64-bit)

Up until 2 weeks ago i was printing borderless colour A5 just fine. The printer has been a bit temperamental since i brought it 4 months ago and sometimes decided it wont let me print in colour but its generally okay.


Over the past 2 weeks i have had many issues. It still switches to monochrome when i choose colour in HP Smart due to printer conflicts. I also have issues when trying to print through adobe Photoshop as first it says 'printer is not compatible' when i click print but can sometimes maneuver around this by pressing space bar. I also get an error message when ' function address 0x00007FFCEACEA859 caused a protection fault ( exception code 0xe06d7363) when i click on prefrences ( within the print window) or just print.


i cant even print a simple a4 coloured document without it going black and white but it prints out colour test prints just fine. The scan and print doctor also didnt pick up any issues either.


I have uninstalled and reinstalled the drivers and software countless times, i have check the ink cartridges, wifi etc. I have created new photoshop documents just in case they were corrupt. I have been on messenger to hp to seek advice with no luck ( they actually made it worse since i can no longer print anything in colour). I have checked the forums and i have even brought a new computer, so its new software, apps. Everything!


There is clearly something wrong with my printer/ the drivers i have been told to download ( including mainly adding the printer through windows) and i have absolutely no idea what to do now. I have only had this printer for 4 months and i am ( regrettably ) on the instant ink programme so each test page is costing me money aswell as countless hours trying to figure this out.


I am one driver uninstall and reinstall away from throwing this printer out of the window and setting it on fire.


Someone PLEASE help!

HP Support Agent
HP Support Agent
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HP Recommended

@beckymf92, Welcome to HP Support Community!


Follow the steps below to isolate and resolve the issue-


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


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


Additionally, if the printer is connected wireless, follow the steps below-


1.  Select “Start” and type “printers” in the search box. 

2.  Choose “Printers & scanners“. 

3.   elect “Add a printer or scanner“. 

4.  Wait for the “The printer that I want isn’t listed” option to appear, then select it. 

5.   Select “Add a printer using a TCP/IP address or hostname” , then select “Next“. 

6.   select “TCP/IP Device” in the “Device type” list. 

7.  Type the hostname or the IP address of the printer. Select “Next“. To find the IP address of the printer, touch the Wi-Fi icon on the printer's control panel.  

8.  Windows should find the printer if the printer is on and configured correctly. You may have to specify more information. If prompted, Select the type of network adapter installed in the printer in the “Device Type” drop-down list. You can also click “Custom” to specify custom settings for the network printer. Select “Next“.


Try printing.


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!

I am an HP Employee

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