HP Envy 4520 won't print WORD documents in color, only black and white.

[ph45]

My wireless printer (I use Instant Ink) will print in color ONLY when I send it through HP Eprint. Otherwise, all programs print only black and white -- WORD, PDF, even photo programs!

When I select "HP ENVY 4520 series (Network) Printing Preferences" I get the following error message:

"Function Address0x00007FF....69 caused a protection fault (exception code 0xe06d7363). The application property sheet page(s) may not function properly."

I sure would appreciate any ideas! Thanks!

[Betty0610]

@ph45

Welcome to the HP Support Community.

I'd be happy to help.

Let's try to do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

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” and “/s”)

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

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer. 

Once done, please download and install the software from here: 

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day! 

[ph45]

Thanks very much for your response, Betty. I only see a power cord plugged into the back of the printer--no USB. I'll try to work through your instructions. Am a bit worried because I'm not a programmer ;-] and it sounds complicated. Will let you know how it goes.

[ph45]

Hello Betty0610,

I followed your list of procedures and uninstalled and reinstalled the printer. Color is still available through my Instant Ink email address and color is still missing when I print from WORD, PDF and photo programs.

There is one thing that may or may not be important: For item 14 in your list. I did go to the c drive's programdata. Your instruction was to "remove any printer related folders and files. "

There was a 1) "Hewlett Packard" folder  and an 2) "HP" folder. Because there were 2 folders, this became a sticking point of confusion, so I didn't remove anything here. The folders were as follows:

1)"Hewlett Packard" has one subfolder
HP Support Framework, empty, modified 4 weeks ago
and
2) "HP" has 3 subfolders
-HP Support Framework (containing Actions, Data, Devices, Resources)

-HP EastStart (containing PDSMQ)

-Shared Services (one page of shared store.dat)

Do you have any thoughts on this now?

Thanks!

[Betty0610]

If HP Printer is the only HP product you own, please do remove all of it.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day! 

[ph45]

Hello again, I do have another HP printer -- HP Photosmart 7510 series. It is not currently plugged in/online.

[Betty0610]

I would suggest you try the Windows built-in drivers. Follow the steps below:

•    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.

Let me know if this helps.

Give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers and did reply to you!

Thanks!

Have a great day! 

[ph45]

Well, the current hiccup is that the 'Add a Device' page wants me to "Enter the WPS PIN" for your printer." I've examined all the available documentation and cannot find anything referring to a WPS PIN.

[Betty0610]

create a TCP IP port

1. Print a Configuration Page to get the printer's IPv4 address (you can also tap on the wireless icon on the front panel of your Printer to get the IP address)

2. On your PC, go to Control Panel, from Devices and Printers, right-click the printer and left-click Printer Properties, select the Ports tab.

3. Click Add Port, select Standard TCP/IP Port, then select New Port and follow the wizard.

4. Type in the proper IP address for the printer.

This video resource will show you how to do it:

Create & Use TCP IP port

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!