HP ENVY 7255e Black Ink Not Printing from Phone or Computer, but Test Pages Work Perfectly — What’s Going On?

Customer Question:
I’m using an HP ENVY 7255e with a 64XL black cartridge. While test pages print out perfectly with clear black ink, anything I try to print from my phone or computer won’t print in black. I’ve followed all the troubleshooting steps from the videos—what could be the issue?

Answer:

Now, onto your issue—
TIt is unusual and quite frustratingthat your HP ENVY 7255e prints test pages ideally in black but fails to print black from your phone or computer  You’ve already done a great job ruling out a physical hardware issue with the cartridge or the printhead. Since tlack prints fine on a built-in test page, the problem likely lies not in the hardware— ut somewhere between the software and settings.

Here are several potential causes and fixes:

1. Print Settings Are Forcing Color Only

Some print drivers or mobile printing apps might default to “color-only” or “use color cartridge only” mode, especially if the printer had previously shown the black cartridge empty.

Fix:

• On your computer, go into “Printer Preferences” or “Printer Properties” and check under the “Color” or “Advanced” tab to ensure that “Print in Grayscale” or “Use Black Cartridge Only” is selected.

• On mobile devices, this option is more limited, but you can try downloading the HP Smart App and checking the print settings there.

2. Driver or Firmware Glitch

Sometimes, HP printers—especially models that rely heavily on HP+ or Instant Ink—can exhibit weird behavior after updates or connectivity issues.

Fix:

• Uninstall and reinstall the printer driver on your computer.

• Ensure that the printer’s firmware is up to date using the HP Smart App or the HP website.

• Reboot both the printer and the device you’re printing from.

3. Mobile Device Format Conflict

Occasionally, documents or print jobs sent from a phone may not be properly interpreted by the printer, especially if the document has been edited or saved in a non-standard format.

Fix:

• Try printing from a PDF instead of a Word or Notes document.

• Test by emailing the same document to yourself and printing from your computer instead.

• Use the HP Smart App to send the document, rather than printing directly from another app.

4. Print Queue Errors or Spooling Conflicts

Jobs stuck in the queue or driver-related communication errors can cause certain pages to print with missing content or colors.

Fix:

• Cancel all print jobs.

• Turn off the printer, wait 60 seconds, and turn it back on.

• Try printing a simple black text document from your computer first.

Honestly, this is one of those rare cases where there’s no immediately obvious fix—even to us. Your hardware checks out, and you’ve been thorough, so the remaining culprits are likely digital settings, drivers, or mobile print software misconfigurations. If you continue to run into the problem, you might also want to try printing from a different mobile device or computer to isolate where the issue is originating.

Dealing with printer issues can be particularly challenging because many problems require physical testing, hands-on access, or device-specific diagnosis. For this reason, we're unable to offer remote support for printer repairs. However, we do offer in-person printer repair and diagnostic services through our local diagnostic facility [https://bchtechnologies.com/printer-repair-service]. Please note that we operate on a first-come, first-served basis and there may be a few weeks’ wait before we can evaluate your device. Our services can address either full-printer problems or individual parts depending on what’s needed. That said, we recognize that our service rates may not fit every budget, so we strongly encourage exploring DIY fixes as well. You can start by searching our YouTube channel [https://youtube.com/@bchtechnologies] for related topics. Just use the search icon on the right side of the menu next to "About." This can help you quickly find videos on similar issues—even if they’re on different printer models.

Thanks again for getting in touch. We truly value your trust and support, and we’re here to help you keep printing—whether through videos, parts, or repairs.