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Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
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Hilaz
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Scanner not working

HP Recommended
HP Office Jet 3831
Microsoft Windows 10 (32-bit)

My HP 3831 printer is no longer scanning any items and saying that it is not connected to any computer. but it will print OK from the same computer, so how can it not find it to scan too?

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Mans
Level 15
Level 15
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Message 2 of 3
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Hello,

Please 
restart the printer, computer, and router for solve this problem.
  1. Turn the printer off, and then wait 10 seconds.
  2. Disconnect the printer power cord from the printer.
  3. Turn off the computer or the device you are trying to print from.
  4. Connect the printer power cord to the printer, and then turn on the printer.
  5. Disconnect the power cord from your wireless router, and then wait 30 seconds.
  6. Reconnect the power cord to the router.
     NOTE: 
    Wait until internet service is restored. Internet service is interrupted while the router is off.
  7. Wait at least 3 minutes, then turn on the computer.
  8. Try to scan.

Please check the Windows Image Acquisition (WIA) service to see if it is working properly by doing the following:

  1. On the keyboard, press the Windows flag and the R key simultaneously. The Run window opens.
  2. Type services.msc and OK. The Services (local) window opens.
  3. Double-click on Windows Image Acquisition, then click on the Connection tab.
  4. Check Local System Account and Allow the service to interact with the office.
  5. Click on the Dependencies tab and check that Remote Procedure Call (RPC) and Kernel Hardware Detection exist in the first window.
  6. Click on the General tab, and restart the service by clicking on Stop, then Start.
  7. Close the Services window.
  8. Try to scan.

 

If the Kernel hardware detection dependency does not exist, please add it as follows:

  1. Simultaneously press the Windows flag and the R key. The Run window opens.
  2. Type regedit, then OK. The registry editor opens.
  3. Expand HKEY_LOCAL_MACHINE, then SYSTEM, CurrentControlSet, Services and select StiSvc.
  4. In the right pane double click on Depend on service.
  5. You will find RpcSs, just add ShellHWDetection underneath, then press Enter, and then click OK.
  6. Close the registry editor.
  7. Try to scan.

 

I remain at your disposal in case of need.


Best regards,:Wink:



I'm not an HP employee. Did this message answer your question? Include it below as an Accept As Solution! Did you find this message useful?  Click on the thumbs up set to give a Compliment! Follow us on Facebook Assistance customers HP.

View solution in original post

2 REPLIES 2
Mans
Level 15
Level 15
1,680 1,660 173 537
Message 2 of 3
Flag Post
HP Recommended
Hello,

Please 
restart the printer, computer, and router for solve this problem.
  1. Turn the printer off, and then wait 10 seconds.
  2. Disconnect the printer power cord from the printer.
  3. Turn off the computer or the device you are trying to print from.
  4. Connect the printer power cord to the printer, and then turn on the printer.
  5. Disconnect the power cord from your wireless router, and then wait 30 seconds.
  6. Reconnect the power cord to the router.
     NOTE: 
    Wait until internet service is restored. Internet service is interrupted while the router is off.
  7. Wait at least 3 minutes, then turn on the computer.
  8. Try to scan.

Please check the Windows Image Acquisition (WIA) service to see if it is working properly by doing the following:

  1. On the keyboard, press the Windows flag and the R key simultaneously. The Run window opens.
  2. Type services.msc and OK. The Services (local) window opens.
  3. Double-click on Windows Image Acquisition, then click on the Connection tab.
  4. Check Local System Account and Allow the service to interact with the office.
  5. Click on the Dependencies tab and check that Remote Procedure Call (RPC) and Kernel Hardware Detection exist in the first window.
  6. Click on the General tab, and restart the service by clicking on Stop, then Start.
  7. Close the Services window.
  8. Try to scan.

 

If the Kernel hardware detection dependency does not exist, please add it as follows:

  1. Simultaneously press the Windows flag and the R key. The Run window opens.
  2. Type regedit, then OK. The registry editor opens.
  3. Expand HKEY_LOCAL_MACHINE, then SYSTEM, CurrentControlSet, Services and select StiSvc.
  4. In the right pane double click on Depend on service.
  5. You will find RpcSs, just add ShellHWDetection underneath, then press Enter, and then click OK.
  6. Close the registry editor.
  7. Try to scan.

 

I remain at your disposal in case of need.


Best regards,:Wink:



I'm not an HP employee. Did this message answer your question? Include it below as an Accept As Solution! Did you find this message useful?  Click on the thumbs up set to give a Compliment! Follow us on Facebook Assistance customers HP.

View solution in original post

Hilaz
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Hello Mans

Thank you very much for your help. I followed all the advice about turning devices on and off but had to add the Kernel hardware detection to get the scanner to work. 

Kind regards

Hilaz 

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