Option to print error

[PeggyCanada]

I've tried several troubleshooting methods listed here. When I click on Printer Preferences, this is what I get.

No options to print in colour/black&white, etc.   

If I print a test page, the colour works.  It doesn't matter what program I'm in - this is what I get. I just replaced the colour cartridge.  Any suggestions would be appreciated.

[Irfan_06]

Hi @PeggyCanada,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I understand you're experiencing an issue with the print settings missing from the printer application..

I apologize for any inconvenience this may have caused, I'm here to help you today.

Please follow the steps below to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, uninstall the printer software by following the steps from this link and restart the devices.

D) Install the printer software by clicking on the link again and let me know if that resolves the issue.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[PeggyCanada]

Hello Again,

Thank you for the reply.  I did the power drain as per the instructions.

When I tried to go to firmware - the option to choose my printer was grayed out:

When I tried re-installing drivers - this is the next error I received.

I am still receiving the same original error. 

[Irfan_06]

Hi @PeggyCanada,

As you were not able to update the printer firmware.

Please follow the below steps to uninstall and reintall the printer application.

A) Uninstall the printer software by following the steps from this link and restart the devices.

B) Install the printer software by clicking on the link again and let me know if that resolves the issue.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[PeggyCanada]

Thank you for your help.  Unfortunately, it did not work. I deleted everything that had HP in its name and reinstalled.  Firmware is still grayed out so I can't do anything with it.  I would consider another printer but I just replaced the colour cartridge when this issue started. Very frustrating. 

[Irfan_06]

Hi @PeggyCanada,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

Please perform the below steps to further troubleshoot.

Uninstall the printer software by following the steps from this link and restart the device.

Install the printer software by clicking on the link again.

Or

Install the printer with Windows built-in driver.

You can refer to this document to install the printer.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day. <br />Irfan_06 – Moderator.

HP Support

[PeggyCanada]

This is the same information as above that I've already tried - more than once. Please have another look at this error and explain why I am receiving this error. If my printer is never going to print in colour - please let me know so I won't spend any more time trying to fix it.  Thank you.