Printer only prints in mono/grayscale

[tpkleins2]

A month ago I used HPsmart.com to switch my father's printer (another city) to "monochrome".

After 3 hours -- hp, youtube, etc -- I have been unsuccessful to get back colour printing.

Officejet Pro 8710 was printing in colour just fine but then an empty cyan cartridge had me remotely set my dad's printer to mono via HPsmart.com so that he could continue.  After replacing all cartridges and diagnostics I'm still having this issue.  It's like it has an internal switch stuck on grayscale/mono.

As of now, I:
- replaced all colour cartridges

- reset HPsmart back to colour printing

- full UNinstall of printer, software, drivers (the long way)

- full REinstall of printer using newly downloaded "hp easy start"

- downloaded and relaunched and set up HPsmart (had to create a new hpeprint custom address)

- did factory reset, power interruption, etc

- checked all software, all printer properties, preferences, etc

- did print reports, print head cleaning, etc

- unable to even copy a colour document from glass

...everything just comes out via grayscale

I'm willing to do this all again but I would really appreciate the specific steps as all I can think of at this point is that my sequencing was off.  Let's blow this out of the water and rebuild it so that I know all is fine.

Thanks for any thoughts.

[tpkleins2]

New info: apparently my sister pressed the "Use Black Only" on the printer screen when the colour cartridge ran out.

So, if that's the case, perhaps the printer is locked internally somehow on black only/monochrome despite all the steps I've already taken??

[tpkleins2]

Now I found out about the hp "secret menu" or "Support Menu" in order to reset things that the "factory reset" on the printer menu simply doesn't do.

Semi-Full Reset didn't work 😞

The secret Support Menu is accessed by pressing the lower left back button (works even if not lit) 4 times until the Support Menu comes up.  Google or ChatGPT it for the list of sub menus.  There are youtube videos also.

I think I have to contact HP for a "Full Reset Code" (or to reset the vram?) and instructions on how to use?

[Sneha_01]

Hi @tpkleins2 

Welcome to the HP support community.

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

Please help us with the Printer serial number or the product number on a private message for further assistance.

Here is the link to find the product number:- Click here

https://support.hp.com/in-en/document/ish_2039298-1862169-16

In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Note: Do not share any of your personal information such as serial, phone number, email ID, etc.

Could you elaborate on the issue for better understanding?

Rachel571 

HP Support