The HP Solution Centre says my printer is disconnected, doesn't show the ink levels

[Stelgel]

I have just relocated and installed this printer downstairs and connected it to my PC. The HP Solution Centre says my printer is disconnected, doesn't show the ink levels.  It only prints black not grey or colour. My internet connection is VPN.

Many thanks.

[DavidSMP]

@Stelgel,

Good Day. Thank you for taking an interest in the HP community. I understand that you require assistance regarding issues with printing and to check ink cartridge levels. I will be really glad to assist you here. 🙂

Fabulous description and superb diagnosis of the issue before posting. Kudos to you for that. 🙂

To assist you with accurate information I would require more information regarding this:

• Did this occur immediately after relocating?
• Was HP support assistant showing ink levels before?
• Did you make copies directly from the printer and check again?

For now, try these steps:

Please perform a hard reset on the printer from this link: https://hp.care/2DSUFrb (HP Inkjet Printers - '0xc19a0005' Error or Similar Error Displays) by following instructions from the section “Step 1: Reset the printer”

Then make 2 copies in color directly from the printer without any communication from the computer to eliminate hardware issues with it.

• If it copies correctly then run HP print and scan doctor from here https://hp.care/2b4bUIM  and check if the issue gets fixed.

If it still continues, then uninstall and reinstall the printer drivers at the root level by following these steps:

• Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)
• Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)
• Go to devices and printers, in control panel and select any printer listed there and you will get some options on the top.
• Click on print server properties.
• You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there if any.
• Delete all the instances of your printer listed in devices and printers.
• Restart the PC.
• Once the PC is on the desktop, press Win + R, it would bring a Run dialog box,
• Type %temp% in the run box and click Ok or hit the Enter button.
• It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).
• If possible, delete the printer from the registries using Regedit or using any other 3rd party application.
• Ignore the Regedit option if it cannot be done.
• Restart the PC again.

Then download the latest full feature driver from   https://hp.care/2HFmkhj  and install it on the computer after selecting the correct operating system.

Connect the printer to your computer only when the setup prompts for the printer.

This should fix the issue.

• If this does not do the trick, please download the Windows Built-in drivers by following instructions from this link: https://hp.care/2o3acvH
   
• There is an associated YouTube Video on how to do it. This should resolve the issue for you.
• If it continues, please update the printer firmware also by following instructions from this link: https://hp.care/2rHKwDD

This should do the trick for you.

If it fails to copy in color correctly then try these steps:

• Perform all the relevant steps from this link: https://hp.care/2HEbxUw (Fixing Print Quality Problems for the HP Photosmart C4600)
• Check the diagnostics report and evaluate for missing or faded ink.
• Replace the failing or problematic cartridges.

This link: https://hp.care/2HEbyI4 (HP Printers - How to Check Ink or Toner Levels)  helps you to check the ink cartridge levels

This link: https://hp.care/2CYVIRF (HP Printers - Print Driver Settings Guide (Windows) gives you all the settings regarding the printer.

You could check all the options from these sections:

• Color and black & white settings
• Print quality and improvement settings

Other steps to try:

• Uninstall and reinstall the latest version of HP support assistant. Then check again.
• Please try with a USB or wireless connection as VPN may not be supported by HP technicians as it involves several factors.

Perform all these steps patiently as it is critical to resolving the issue. Good luck to you. I will keep a watch for your response.

Let me know how it goes and you have a great day!

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

[Stelgel]

Hi David,

I've uninstalled and reinstalled the printer drivers at the root level as advised but although that said that the printer was connected to the PC , the Solution Centre is still telling me that it isn't, still does not print colour or tell me the ink levels.

To answer your previous questions:

1 ) Yes this occurred immediatly after relocating.

2) Probably. It was being used by my son in his bedroom but I can't be sure. He hadn't used it for over ayear as his laptop which he used it with stopped working and he couldn't connect his tablet wirelessly to the printer.

3) Yes i made copies directly from the printer. It prints in black but not colour.

Any thoughts?

Best wishes

Stelgel

[Riddle_Decipher · Accepted solution]

@Stelgel

It looks like you were interacting with @DavidSMP, 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 the copier doesn't print in color and only in black, this could be a hardware malfunction and hence, you may want to follow the below steps:

Step 1: Reset the printer and check the power source

Reset the printer to calibrate the scanner mechanism, and then check the power source to confirm the printer is getting enough power to operate the copier.

1. Press the Power button to turn on the printer, if it is not already on.

2. With the printer turned on, disconnect the power cord from the printer.

3. Disconnect the power cord from the power source, and then wait 30 seconds.

4. If you previously connected the power cord to a power strip or multi-plug outlet adapter, reconnect the cord directly to a wall outlet to ensure the printer is getting enough power.

5. Reconnect the power cord to the rear of the printer, and then turn on the printer.

6. If you have an HP DeskJet 3700 series printer, calibrate the scanner after resetting the printer.

7. Load the original document or photo, then start a copy job.

   • If the issue persists, connect the printer power cord to a different wall outlet to determine if the original outlet is causing the issue.

   • If the issue persists with a different wall outlet, continue to the next step.

Step 2: Check the scanner bar functionality

Perform a visual test of the scanner bar and light for mechanical issues.

1. Remove any original documents or photos from the scanner glass.

2. Lift the scanner lid slightly, and then press the Copy button or icon.

   If the scanner light does not move or illuminate, the scanner mechanism requires servicing. Go to the end of this document to contact HP to service the printer.

HP Support can be reached by clicking on the following link:  

* Open link:  www.hp.com/contacthp/

* Enter Product number or select to auto detect

* Scroll down to "Still need help? Complete the form to select your contact options"

* Scroll down and click on HP contact options - click on Get a Case & phone number.

They will be happy to assist you immediately. 

If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.

If you would like to thank me for my efforts to help you, 

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

Followed by clicking on the "Accept as solution".

Have a great day!