Printer stopped showing option for photo paper and defaults to monochrome which I can't change

[robarick]

All of a sudden, this printer started printing in black and white grayscale. Where I use to have an option to choose HP Photo Paper, that option is no longer available - only matte papers and plain paper are in the list. I have completely uninstalled and reninstalled the drivers and software. This problem exists for all PCs in the house, so I know it is not a specifical PC causing the problem unless it is an issue with Windows 10

[TEJ1602]

@robarick, Welcome to HP Support Community!

Are you able to make photocopies in color?

Have you checked the tray settings on the printer?

Meanwhile, Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

Keep me posted for further assistance.

[robarick]

All software and firmware is up to date. I can make color copies from the printer panel directly. I have search for and installed this printer using the IP address which only created a copy of it in Devices and Printers. The Copy prints fine but is not recognized by the HP bundled software. The original is recognized but does not print correctly.

[TEJ1602]

@robarick

Thanks for replying!

I recommend you delete the driver and root level and retry, follow the steps below: 

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”

😎 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.

Use this link to download and install the new driver. Configure the printer and try printing.

Hope this helps! Keep me posted. 

Please click “Accepted 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!

[robarick]

This did not resolve the issue. At first everything looked fine, but when i went to change to borderless printing with hp photo paper it just shut down the setting dialog. When i went back in the preview was in grayscale again and hp photo paper was no longer in my list of available papers. 

[TEJ1602]

@robarick

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.

Keep me posted.

Please click “Accepted 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!

[robarick]

I have also already tried the MS drivers, with the same problems. I have decided that its time to change printers as I think the problem lies with the drivers and Windows 10. I do have 1 older windows 7 laptop that dies not have this problem, so maybe an updated printer, or different brand is the answer.

[TEJ1602]

@robarick

Follow the steps below-

1.  Select “Start” and type “printers” in the search box. 

2.  Choose “Printers & scanners“. 

3.   elect “Add a printer or scanner“. 

4.  Wait for the “The printer that I want isn’t listed” option to appear, then select it. 

5.   Select “Add a printer using a TCP/IP address or hostname” , then select “Next“. 

6.   select “TCP/IP Device” in the “Device type” list. 

7.  Type the hostname or the IP address of the printer. Select “Next“. To find the IP address of the printer, touch the Wi-Fi icon on the printer's control panel.  

8.  Windows should find the printer if the printer is on and configured correctly. You may have to specify more information. If prompted, Select the type of network adapter installed in the printer in the “Device Type” drop-down list. You can also click “Custom” to specify custom settings for the network printer. Select “Next“.

Try printing.

Hope this helps! Keep me posted. 

Please click “Accepted 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!

[robarick]

Yes, this allows the printer to function correctly, but the HP printer software no longer recognizes the printer and asks me to add a printer. I use this printer a lot for faxing from my PC...which has to be done through the HP Software...

[TEJ1602]

@robarick

Let us create a new user account and try adding the printer-

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.

Use this link to download and install the new driver. Configure the printer and try printing.

Hope this helps! Keep me posted. 

Please click “Accepted 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!