OfficeJet 3830 not printing color text or highlighted text in Word documents/device copies in color

[willy0402]

OfficeJet 3830 not printing color text or highlighted text in Word documents/device copies in color.  Have downloaded most recent "HP-selected" driver from their site on three occasions with no resolution.  Print screens do not even offer selection of b/w, grayscale, color like before - like they should.  Doesn't make any sense - most updated print driver offered by HP for download is apparently the wrong print driver for this printer!  Something very wrong here - any proposed solutions out there?  

[Riddle_Decipher]

@willy0402

Welcome to the HP Forums,

We'll be with you until it's all sorted & beyond!

Does the copier work fine as a stand-alone device?

I understand you've already reinstalled the drivers and if the issue persists, however, the below steps should help either remove the existing drivers from their roots and install a new driver or if that doesn't work, the windows built-in drivers should resolve the issue:

• 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, also try clean installing the printer drivers. Here are the steps:
• First, 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

If the issue persists, please go ahead and install the Windows built-in drivers: 

If a full feature driver from HP is not available for your printer, you must install the built-in print driver. A full feature driver for one or more Windows versions is not available for your printer, either from the CD that shipped with your printer or from the HP website.

   NOTE:

Where is the download button? The HP print driver is built into the Windows operating system or is installed through the Windows Update feature on your computer. You do not need to download anything from a website in order to print, scan, or fax.

See the Frequently asked questions in this document for additional information, including how to scan using this driver.

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: CLICK HERE

(By the end of this article all the issues should be resolved)

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us within 24 - 48hrs, and have a good day, ahead.

[willy0402]

Thanks for the prompt reply and for assistance offered.  To answer your question - the device will produce copies of color documents in color so I know the color printer cartridge is working properly and the printer test page prints with color as well.  On ly documents with color from Word will not print in color because (like I said before) the print screens do not even offer the option to print in b/w, grayscale, or color - so the installed printer driver cannot be the proper driver for my OJ3830 printer. 

[Riddle_Decipher]

@willy0402

Thank you for responding,

This is the Riddle_Decipher, again!

The steps suggested would help you completely remove the existing driver and then reinstall the fresh copy of the driver that would resolve the issue,

If it doesn't work, you can always make use of the windows built-in drivers to resolve the issue, that said, have you attempted using the last link I had attached?

• If no, please try that and get back to me with the results,
• If yes, what happen, did it work? did you have any error messages while attempting to install it? Click here for details, if you haven't installed it properly.

Keep us posted, 

(We shall troubleshoot as a team, fight till the end and emerge - "victorious")

If you would like to thank us for our efforts to help you, 

 Feel free to give us a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on the "Accept as solution" button.

Have a great day!

[willy0402]

Haven't had time to try all that yet but I did totally delete the printer and re-install it prior to entering my question on this blog -so seem that should have taken care of any problem with printer driver during re-installation, but it didn't help at all.  Don't know if this has any bearing on resolution procedures you are suggesting but thought I should just let you know that.  

[A4Apollo]

Hi @willy0402, I am the Mr.Robot. It looks like you were interacting with @Riddle_Decipher, but he is out of the office today, so I'll take over from here.

I appriciate your efforts for writing back to us.

Try the steps recommended below.

1. In Word, click on "File" - "Options".
2. Click on "Display" - Select the box which says "Print background colours and images".
3. Click Ok to save the settings and then try to print.

Also, if you have issues after trying out the steps, try uninstalling and reinstalling Microsoft office on your PC.

Hope this helps!

Take Care! 🙂

Please click “Accept as 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!

[Yooper3]

I have followed all the advice given on this topic. Nothing has worked.  I can copy in color.  The scan image appears on my 'desktop' in color; when printing scanned image, I am able to choose Color, but it ultimately prints in monochrome or grayscale.  I have performed all tests, uninstalled and reinstalled drivers, etc.  Print quality diagnostics and Printer Status Reports print in color but printer test page does not print in color.  I have successfully installed a number of printers and other computer devises in the past, but am totally frustrated after wasting 12 hours on what should have been quick and easy.  I will be returning this printer and most likely choosing a different brand.

[Raj1788]

@Yooper3

Thanks for joining HP Community!

Could you please help me with the exact model name or the product number of the printer and the operating system of the computer?

Have you tried updating the Firmware for the printer?

Click here: https://support.hp.com/in-en/document/c02919168 to update the printer firmware.

Restart the printer.

Keep me posted.

Have a great day!

Cheers:)

[Yooper3]

Thanks for your suggestions.  I actually located a phone number to call support.  They created a case # for me and a technician contacted me.  He actually logged into my computer and followed the same steps I did trying to update printer drivers, etc., but he somehow worked around something and this time it worked so that the option for color printing displayed from computer.  Everything is working great now.  Case resolved successfully. 🙂

[Raj1788]

@Yooper3

I'm glad to hear you found the solution you were looking for.

Thanks for taking the time to let the community know about the solution!

Take care and do have a great week ahead!

:)Cheers:)