HP Envy 5010 only scans in Black and White

[DerekM]

The problem with my printer is that it will only scan in Black and White and has very poor resolution when using the scan option on the printer touch screen panel.

This is what the scanner produces.

Actual scan

What it should look like. Scanned with HP Smart from PC (See action 4. Using HP Scan.)

Printer:

HP Envy 5010  

Product number: M2U85B

Serial number: [Personal Information Removed]

Warranty Expired: 1/12/2020

Firmware Version: VERBASPPIN003.2102B.00

Computer: HP Pavilion

Product number: L0E35EA#ABU

[personal information removed]

Warranty Expired

Operating System: Windows 10 Pro 64-bit Version: 19043.1165

Action Taken to rectify the problem:

1. Ran HP Scan and Printer Doctor (latest version). No fault was found even though I did a test print from the program and it only scanned in monochrome. I had to set it manually to “colour” to scan in colour as it did not auto-detect the coloured picture.

Auto Detect (B&W)

Colour (manually set)

1. I Uninstalled all printer software and reinstalled it.
2. Checked updates on HP Desktop and it advised me to download drivers and firmware updates which I did but the firmware dialogue said my printer had the latest installed.
3. I have tried using HP Scan for 5000 series printers and it scans in B&W but if I save it as a PDF it is in colour. (As I am in the process of digitising all my pictures this program is unacceptable.)
4. I then tried scanning from my PC with HP Smart. It took ages to produce a scan acceptable and as I am digitising my collection of family snaps it isn’t practical when each scan takes 10 minutes.

I am at the end to things I can do and my knowledge on the subject is at an end, even though I am a retired PC hardware engineer who has configured printers and scanners throughout my career. Help

Derek

[Kumar0307]

@DerekM, Welcome to the HP Support Community! I’m here to help.

I understand you are having issues while scanning on the printer. The software does not auto-detect color or black and white. It has to be set by the user on the app used to scan.

Update the printer firmware

Click here to download and install the latest printer firmware from your PC.

Click here to know different methods of updating printer firmware.

Use the HP Scan and Capture app from Microsoft Store and check if that helps.

Click here to download the HP Full-feature driver.

Once downloaded, make sure to run the file to start the installation and follow the on-screen instructions.

Try scanning.

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! 

[DerekM]

Thank you for your input but you have not helped at all.

It makes me doubt your status as a HP Support Agent, as you quite obviously didn't read my very detailed description of, my knowledge base, the action I had already taken and the results. You are also wrong on a lot of other fronts.

Having said all of that I did as you suggested, in the order you suggested. What a catastrophe !

Perhaps you would like to try all of that action with an HP Envy 5010 and see how you get on and how long it takes you.

Please, please pass this on to someone with the ability to read my problem fully. Yours was a generic fix for a generic problem aimed at a child connecting their printer.

if you are a HP Support Agent perhaps you could pass this on to second line.

[Kumar0307]

@DerekM

I'm sorry you feel that way. Did you use the scan and capture app or the full-featured driver? 

I see that the warranty has expired and there are no other support options available. If you would like to talk to someone from the HP Support team by purchasing a warranty, click on - HP Technical Support

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

Keep me posted for any other assistance.

[DerekM]

Kumar0307, You are not very good at reading English are you. I said I had tries everything you suggested and in the order you suggested them. While I was able to scan in colour through the from the third party applications The problem is, and has always been, that:

I can't scan in colour by using the touch screen control on the printer it only scans in low resolution black and white.

According to my account "Dashboard" I need to download the full Printer software and drivers (which I have done at least 5 times) and the firmware update (which will not download because my printer has the latest firmware loaded). If you were to look at my download history you will be able to read the reports.

Your latest note  said I should raise several issues:

I have tried to raise a case and they directed me to this forum.

I have tried getting my warranty extended: The computer says NO

Lastly I tried to a case after watching the link you added. It always comes up with the fact that to get a case I have to be a business or register as a sole business. But because I have an account as a Home user it recognises this and says NO.

Kumar this is not a personal attack on you. You can only operate according to your job description and follow the scripts you are given, hence my reference for you to escalate this to second line support if you can. I do not recognise the different support levels within HP but my feedback about HP Support Agents is " Could do better", sorry Kumar. 

[Kumar0307]

@DerekM

It seems like your printer is out of warranty. Hence, you are not able to reach the Support team using the link provided.

Sure, let me escalate this issue to the concerned team.

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

[DerekM · Accepted solution]

Thank you for getting a college to personal Mail me with addition assistance this was very helpful and involved deleting the Printer driver at root level. Then reloading it from HP. Which is similar to the action I have already done myself with a successful outcome.

After following your advice I had ended up with three sets of printer drivers two were .NET drivers and only one was related to HP Envy 5010 . The printer is now using a Microsoft IPP Class Driver and I can now scan as it should in Colour and have the ability to scan continuously and send the batch to the PC which the apps you suggested could not.

So, I thank you for your assistance limited as it was. I also thank you for involving a college who had superior knowledge.

Your college told me to "Accept a solution" I will not. I solved this problem not HP Support Agents.