change from monochrome to color on the settings

[yakovmashia]

HEllo, I followed the instructions as provided and I still have the same problem. The printer, HP deskjet 3835, does not give me the option to change from monochrome to color on the settings, nor does it tell me the printer that's causing the conflict so I can also change those settings.

I get the message when I open a photo and click on print/ more settings. See attached

Please advise, as this was working yesterday and today is not.

[asmita6658]

Hi @yakovmashia

Welcome to the HP Support Community. 

To better assist you - Are you able to make a color copy? If yes, try these steps -

Step 1 HP Print and Scan Doctor - 

Click on this link to download and run HP Print and Scan Doctor.

Step 2 Re-install the printer drivers - 

1. In the search box, type and open "Uninstall a Program".

2. Look for HP Printer software.

3. Right-click to uninstall.

4. In the search box, type and open “Devices and printers”.

5. In the Devices and Printers, look for your HP printer. If you see it listed right-click on it and choose “Delete” or “Remove Device”.

6. Open 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” and “/s”).

8. 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 Once the software and drivers are removed.

13. Restart the computer.

14. Download and install the software and drivers from here.

15. Click on the downloaded file and follow the on-screen instructions.

You may also refer to this document. 

Hope this helps! Keep me posted. 

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!

Have a great day! 

[ArpanGhosh]

tried to do this , it prints perfectly for the first time after installation , but from 2nd time the problem rise again . i tried several time by uninstalling and reinstalling but the problem remains .

[asmita6658]

@yakovmashia

Try installing the built-in driver. Refer to this document for steps - HP Printers - Installing and Using the Windows Built-in Print Driver

If the issue still persists, try creating a new user account and install the printer driver -

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.
 

Let me know.

[ArpanGhosh]

your solution is working but how to fix it on my current account

[asmita6658]

@yakovmashia

Try these steps -

1) Select Start, and in the search box, enter Command Prompt. Press and hold (or right-click) Command Prompt (Desktop app) from the search results and select Run as administrator.
2) Enter DISM.exe /Online /Cleanup-image /Restorehealth (note the spaces before each "/").
3) Enter sfc /scannow (note the space between "sfc" and "/")

Also, try updating the computer - 

1) In the search box, type and open Windows Updates. 
2) Check for updates. 
3) If the updates are available, click on install and restart the computer. 

Let me know. 

[ArpanGhosh]

windows is updated . i tried by doing the steps but problem has not solved yet

[asmita6658]

@ArpanGhosh

This looks like an issue with the user account. Follow step# 1 to 13 from here and then try adding the built-in driver. 

Let me know. 

[yakovmashia]

Changing the account user solve the problem but how can I do it with my old user?

[asmita6658]

@yakovmashia

Have you tried the other steps as well? If you have and the old account still has issues, I'd suggest you Contact HP in your region as this involves some advanced troubleshooting. 

Thanks!