Officejet 3835 not printing in colour from laptop

[AP1970]

Hello!

I've got an Officejet 3835 printer - recently acquired and originally all working fine.

Suddenly the prints are only coming out in black ink though; that's when I'm trying to print from the computer e.g. a Word doc (and with colour images included in the document).

When I print a test page directly from the printer, or an alignment page, the colours print ok though.

The ink cartridge has plenty of ink (I've also tried changing to a new cartridge).

I've cleaned the heads.

I've had a look at greyscaling - and that's not on.

I've unistalled and re-installed the drivers - the problem remains.

I've turned everything turned off and then back on - the problem remains.

I'm running out of hair to pull out!

Any ideas?

Many thanks.

[asmita6658]

Hi @AP1970

Welcome to the HP Support Community. 

Are you experiencing this issue only with the Microsoft Office applications? 

While you respond to that, try these steps -

Step 1 HP Print and Scan Doctor -

Click on this link to download and run HP Print and Scan Doctor.

Step 2 Re-install the printer drivers -

1) In the search box, type and open "Uninstall a Program". 
2) Look for HP Printer software. 
3) Right-click to uninstall. 
4) In the search box, type and open “Devices and printers”. 
5) In the Devices and Printers, look for your HP printer. If you see it listed right-click on it and choose “Delete” or “Remove Device”. 
6) Open 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 Once the software and drivers are removed. 
13) Restart the computer. 
14) Download and install the software and drivers from here.
15)Click on the downloaded file and follow the on-screen instructions.

If the issue is only while printing from a Microsoft Office applications, try re-installing the Microsoft Office and check if that fixes the issue. 

Let me know how that goes. 

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!

Have a great day!

[AP1970]

Many thanks for your response.

The issue exists in all respects i.e. printing from Office, the internet etc.

After some further 'digging' I discovered that 'black' / 'colour print' were missing from the Paper / Quality advance setting options. There are a few pieces on the internet about that issue.

I uninstalled and then re-installed the drivers and those 2 options (black / colour) magically reappeared.

Job done; or not - having turned the computer on again a couple of days later - they've disappeared again! I'm back to printing in black only!

Any idea why / what's causing that to happen - and more importantly what I need to do to solve it once and for all!?

Thanks in advance.

[asmita6658]

@AP1970

Try installing the built-in driver. Refer to this document for steps. 

If the issue still persists, try creating a new user account and download the printer driver -

1) Tap the Windows icon.
2) Select Settings.
3) Tap Accounts.
4) Select Family & other users.
5) Tap "Add someone else to this PC."
6) Select "I don't have this person's sign-in information."
7) Select "Add a user without a Microsoft account."
8) Enter a username, type the account's password twice, enter a clue and select Next.
9) Tap the Windows icon.
10) Select the User icon at the upper left corner of the Start menu.
11) Select the new user. You'll then sign into your account with your password from step 8.
 

[AP1970]

Many thanks for your response - and sorry for my delayed reply!

I've actually ended up installing the drivers on my 2nd laptop and everything appears to be working fine when I print from there/colour options remain. 

[asmita6658]

@AP1970

Happy to hear that. 

Have a great day!