Prints in grayscale only after printer and system updates

[Fratellino]

After various recent automatic updates to my wireless 3835 All-in-One software, and to my Windows 10 system, unexpected problems occured :

1) Applications on my PC stopped seeing the printer and listed only the fax (same device). The only way I was able to print was by emailing documents to my hpeprint account. The printer was still visible in "Printers and scanners". Running the various HP support tools didn't help at all.

2) So, I completely uninstalled the printer and all its associated tools and re-installed it. Now PC applications recognize the printer. However, everything now prints out in grayscale. I checked all the settings in both application and printer settings and everything is fine. 

3) This doesn't apply to the Copy function. Color documents are properly copied in color (unless I specify grayscale)

Kindly help 

[Jeet_singh]

Hi @Fratellino,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips!

I understand you are having issues with your HP DeskJet printing in greyscale after the recent update. Don't worry as I have a few suggestions which should help you resolve this issue.

Since you are able to make a copy from the printer, this definitely looks like a driver issue. Let's try to do a clean install of the printer drivers: 

• 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.
• Now click http://ftp.hp.com/pub/softlib/software13/COL61002/mp-147036-2/DJ3830_Full_WebPack_40.11.1124.exe  to install the software.
• Connect the USB cable if prompted and follow the on-screen instructions to complete the installation.

That should help! But if you face issue then, check these settings:

1. Go to Control panel - Devices and printers
2. Right-click on your printer and choose Printing preferences.
3. Look for “Advanced” option under print quality /layout tab.
4. If there is the grayscale option available, make sure it is disabled.

Let me know if those steps worked for you.

If they did, that’s awesome!

Give us some reinforcement by clicking the solution and kudos buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

[Fratellino]

Thanks. Alas, no, it didn't help. I followed every single one of those steps. Still prints in grayscale only. It's pretty annoying because I like the printer otherwise. My PC (also an HP incidentally) was communicating just fine with the printer before whatever Printer or Operating System updates did this  I hope there will be a solution somewhere. The printer is WiFi-connected via a router to the PC, but that's probably irrelevant to solving this issue

[Riddle_Decipher · Accepted solution]

@Fratellino

It looks like you were interacting with @Jeet_singh, but he is out for the day & I'll be glad to help you out, 

I'm the Riddle_Decipher & I'm at your service. 

I reviewed your concern and the entire conversation, did some research and here's what I recommend:

If a full feature driver from HP is not available for your printer, you must install the built-in print driver. A full feature driver for one or more Windows versions is not available for your printer, either from the CD that shipped with your printer or from the HP website.

   NOTE:

Where is the download button? The HP print driver is built into the Windows operating system or is installed through the Windows Update feature on your computer. You do not need to download anything from a website in order to print, scan, or fax.

See the Frequently asked questions in this document for additional information, including how to scan using this driver.

CLICK HERE FOR MORE STEPS AND INSTRUCTIONS.

(By the end of this article all the issues should be resolved)

Let me know how that pans out

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon,

followed by clicking on 'Accepted as Solution' as it would help the community gain more knowledge,

And Have a great day Ahead!

[Fratellino]

Thanks, this helped. I had to tell the PC to NOT download manufacturer software, then used the "Add Printer" function in Windows and it took care of the rest via Wifi-Direct. So far the in-built driver is working fine for all the features I need. The steps to do this are a slightly different than those described in https://support.hp.com/in-en/document/c01796879 and the Windows 10 screenshot there is probably out-of-date.

Now the thing for HP perhaps is to fix this compatibility issue in future software updates. Again, this is a Windows 10 OS on an HP Pavilion notebook, printing to an HP Deskjet. Thanks again!

[Riddle_Decipher]

@Fratellino

Thank you for the update,

I appreciate your time and efforts, 

I'm glad I could contribute towards identifying and leading you towards the solution for this concern.

Thanks for taking the time to let the community know that you accept my suggestions,

You've been great to work with and it has been a genuine pleasure interacting with you.

I hope both you and your product works great and remain healthy for a long time 😉 

That said, I will make sure your feedback is sent to the concerned team and they could work on improvements.

To simply say thanks for my efforts to assist you, please click the "Thumbs Up" button to give me a Kudos.

Take care now and do have a fabulous week ahead. 🙂

[JKperona]

I have a similar problem.  I updated to Mojave and couldn't print at all.  I reinstalled the software to my Mac, but have lost the ability to print in color.  What do you suggest now?  Going back to High Sierra?