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‎12-12-2021 10:18 AM

HP Recommended
Product: HP Envy 7134
Operating System: macOS 11.0 Big Sur

My new printer is successfully set up and the HP interface says that both cartridges are functioning. However I cannot get it to print OR copy anything in colour – only black and white. I have a Mac OS 11.6. 

 

I have already checked the Printer settings in the system preferences, and I went through the process of removing and then re-adding the printer, to make sure it wasn't just a driver issue.

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2 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎12-12-2021 03:54 PM

HP Recommended

You need to contact Hp Support directly in your country:
https://support.hp.com/gb-en/contact-hp

Regards!

I am proudly Mexican, a Computer Systems Engineer and a community volunteer.
If you found the answer helpful and/or you want to say “thanks”? Click the “ Yes ” box below Did I help solve the problem? don´t forget to click “ Accept as a solution” , someone who has the same query may find this solution and be helped by it.

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12 REPLIES 12

‎12-12-2021 10:33 AM

HP Recommended

Hello @SGthoth .

Update the printer firmware:

https://ftp.hp.com/pub/softlib/software13/printers/EN7100_2143A/EN7100_2143A.dmg

 

  2. Run HPPSdr.exe from the download location on your computer.
  3. Once HP Print and Scan Doctor is open, click Start, and then choose your printer.
    • If your printer is not listed, turn it on and click Retry.
    • If there is a connection problem, follow the instructions in the tool.
  4. Click Fix Printing.

 

I am proudly Mexican, a Computer Systems Engineer and a community volunteer.
If you found the answer helpful and/or you want to say “thanks”? Click the “ Yes ” box below Did I help solve the problem? don´t forget to click “ Accept as a solution” , someone who has the same query may find this solution and be helped by it.
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‎12-12-2021 11:02 AM

HP Recommended

I opened and verified the HP Firmware Updater but Apple will not open it because it cannot be checked for malicious software. The error message says "this software needs to be updated" and I should contact the developer for more information.

 

Meanwhile your own HP website says that the problem is not to do with the driver because I can't *copy* in colour either. 

 

For the same problem, the Virtual Agent has sent me into the printer settings to recalibrate  but the recalibration was "not successful". It directed me to clean the cartridges but that made no difference.

 

NB I am using HP cartridges.

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‎12-12-2021 11:08 AM

HP Recommended

@SGthoth .

Clear the error by resetting the printer without the ink cartridges.

  1. Open the cartridge access door or lid.

    • If the carriage moves to the center of the printer, continue with these steps.

    • If the carriage does not move to the center of the printer, close the access door or lid. Disconnect the power cord from the printer and power source, wait 60 seconds, and then reconnect the power cord to the printer and a wall outlet. Turn the printer on, and then continue with these steps.

  2. Remove the cartridges.

  3. With the printer turned on, disconnect the power cord from the printer.

  4. Unplug the power cord from the power source.

  5. Wait 60 seconds.

  6. Reconnect the power cord to a wall outlet and the printer.

    NOTE: 

    HP recommends plugging the printer directly into a wall outlet.

  7. Turn the printer on.

  8. Reinsert the cartridges, and then close the cartridge access door or lid.

  9. Follow the steps to align the printer, if prompted.

 

Regarding the cleaning of the cartridge(s), you can follow the instructions in the following link:

https://support.hp.com/us-en/product/hp-envy-photo-7100-all-in-one-printer-series/9073119/model/1649...

I am proudly Mexican, a Computer Systems Engineer and a community volunteer.
If you found the answer helpful and/or you want to say “thanks”? Click the “ Yes ” box below Did I help solve the problem? don´t forget to click “ Accept as a solution” , someone who has the same query may find this solution and be helped by it.
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‎12-12-2021 11:24 AM

HP Recommended

I should let you know that the ink cartridges do NOT move to the centre of the printer –  I did follow your instructions and tried twice. They stay on the right-hand side. I wonder– perhaps this is to do with the model? I have had this model for some years (a different machine but same model) and I don't remember the cartidges moving to the centre before now either.

 

Anyhow... I proceeded anyway to remove the cartridges and follow your procedure and tried another print quality diagnostic but the alignment is still "unsuccessful" and the problem remains.

 

Also – possibly not related but I am sharing everything just in case– when I tried to resolve the problem using another set of HP cartridges which I had spare (fresh from their wrappings) I got a message saying the printer could only use one set of cartridges at a time. So I couldn't switch!

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‎12-12-2021 11:34 AM

HP Recommended

@SGthoth Thank you for notifying us.
What country/city are you contacting us from?

I am proudly Mexican, a Computer Systems Engineer and a community volunteer.
If you found the answer helpful and/or you want to say “thanks”? Click the “ Yes ” box below Did I help solve the problem? don´t forget to click “ Accept as a solution” , someone who has the same query may find this solution and be helped by it.
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‎12-12-2021 11:37 AM

HP Recommended

London UK

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‎12-12-2021 11:40 AM

HP Recommended

Also, I tried using the HP SMart 'diagnose and Fix" and it tells me "Print Queue Issue is not fixed" but there is no print queue or issue.

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‎12-12-2021 11:43 AM

HP Recommended

@SGthoth Try the following video and see if you notice any change:
https://www.youtube.com/watch?v=fd_aYuvLuTU

I am proudly Mexican, a Computer Systems Engineer and a community volunteer.
If you found the answer helpful and/or you want to say “thanks”? Click the “ Yes ” box below Did I help solve the problem? don´t forget to click “ Accept as a solution” , someone who has the same query may find this solution and be helped by it.
Resetting the Printing System in Mac OS | HP Printers | @HPSupport
Resetting the Printing System in Mac OS | HP Printers | @HPSupport
youtube.com/watch?v=fd_aYuvLuTU
This video is updated https://youtu.be/vO0D1iSh6I8 In this video, you will see how to easily reset the printing system in Mac OS. If you have been getting the Printer Offline or Printer Not Responding error messages, resetting the printing system can resolve most issues. For other helpful videos ...
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‎12-12-2021 12:23 PM

HP Recommended

I have done what you suggest but it does not resolve the problem – there is still not printing in colour. And I had in fact already removed and then (re)added the printer previously, also without successfully resolving the problem.

 

Now what?

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