Printer won't print in colour and I've tried everything

[Lois_C1]

My HP Envy 4524 has stopped printing in colour - when I click on printer preferences in any application (control panel or ms word) it doesn't give me the option to print in colour at all. I discovered this yesterday and I tried uninstalling and reinstalling the drivers and the printer from my laptop, that hasn't worked. I've turned the printer off and on again as a hard reset, but that hasn't worked. I've tried doing a windows feature update because I thought that might have interfered but no, it still doesn't work. I can't get phone support and I need help! 

[Jeet_singh]

@Lois_C1,

Thank you for posting your query on HP Community,

Are you using genuine HP Ink cartridges or refilled ink cartridges.

Let's try these steps here: 

Please make sure that the printer is connected directly to the wall outlet and not to the surge protector.

Remove all the ink cartridges and then try to perform a hard reset on the printer.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

Now insert the ink cartridges and then try to print a test page and check if it works.

If the issue persists, I would suggest here is to Print a Print Quality Diagnostic report, and then evaluate the results.

1. Make sure to load the input tray with plain, white paper.

2. On the printer control panel, swipe the display to the left, and then touch Setup.

3. Touch Tools.

4. Swipe up on the display, and then touch Print Quality Report.

Evaluate the report for any defects. 

• If there are defects found, try the steps mentioned in this document.
• You may also try to clean the ink cartridge contacts and Refer to solution# 3, 4, and 5 from this document. 

Let me know how it goes for further assistance. 

That said, If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

[Lois_C1]

Thanks for your response, although sadly the issue wasn't fixed.

I tried the hard reset which didn't work, unfortunately, because even though it will print the diagnostics page in colour, nothing else will.

When I go to printer preferences, I don't have the option to print in colour, which is the issue... 

I really hope we can find a solution to this problem. 
I will not be able to make any changes over the next couple of weeks but I hope that this will be fixed soon.

[Jeet_singh]

@Lois_C1,

As you have printed the diagnostic page and it shows colour. This clearly indicates a possible software or driver related issue.

In this scenario, I would suggest the next option would be to uninstall the printer from the root level and then reinstall it by following the steps below: 

• 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 Envy 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 Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.
• Please click here to download and install the software.
• Connect the USB cable if prompted and follow the on-screen instructions to complete the installation.

Let me know how it goes for further assistance!

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!

[Lois_C1]

I have since tried all of these steps to fix the issue, but it hasn't worked - I still don't have the option to print in colour, regardless of whether it's a microsoft program (word, ppoint) or something like adobe. 

Are there any other further suggestions, or do I have a bug in my windows operating system? This is a very irritating problem and as you can imagine, I need it fixed! 

I hope to hear back soon,

Lois

[The_Fossette]

@Lois_C1,

I recommend you create a new user account on the computer following the steps in the below article and then install the printer and check.

https://support.microsoft.com/en-in/help/4026923/windows-10-create-a-local-user-or-administrator-acc...

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[Lois_C1]

Hi, 

I've tried that and that still hasn't worked 😞

My Dad downloaded the printer software onto his laptop and although he did not have the option to change the colour settings (like me), his printouts printed in colour, whereas mine still do not. We wonder whether it might have something to do with a windows feature update, as he hasn't installed the new feature update yet, 1903, whereas I have. Could this be the issue?

Or does anyone have any other further suggestions? This is really sad that this isn't working 😞 

[Jeet_singh]

Thank you for replying, @Lois_C1,

Let's try these steps here:

Once you install the printer, change the bellow settings to print in color.

1.      Open Devices and Printers by clicking the Start button , and then, on the Start menu, clicking Devices and Printers. 

2.      Right-click the printer that you want to use, and then click Printing preferences. 

3.      Make your choices, and then click OK. 

Under option Print color select color , then the OK button.

Let me know the outcome!

Cheers 🙂

[Lois_C1]

Unfortunately under the printer preferences section I do not have the option to select whether to print in colour or black and white, so I can not change anything. This doesn't change, despite the fact that I have re-installed the printer drivers several times now. 😣

[Jeet_singh]

@Lois_C1,

In this scenario, I would recommend you contact our HP support team so that they can remotely take control of your PC and help you check the settings. 

HP support team can be reached on this link.

Let me know how it goes!

Take care and have a great day!

Cheers 🙂