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‎12-02-2019 10:28 AM

HP Recommended
Product: OfficeJet 3831
Operating System: Microsoft Windows 10 (64-bit)

My computer can see the printer (wireless connection) but when I send documents to print nothing happens. The document goes into the print queue and it then says "Printing", but nothing prints.

I have already tried the Print & Scan Doctor - it keeps telling me the latest full feature software isn't installed, but I have reinstalled and completed the setup process multiple times and each time it still won't print afterwards and keeps saying that the software is not installed.

I know the printer itself is working because I've managed to email documents to it and it has printed those off without issues.

I've had the same printer and laptop for over 2 years and have installed all recommended updates as prompted.

Any ideas on how to resolve this?

1 person had the same question
3 REPLIES 3

‎12-04-2019 02:05 PM

HP Recommended

@StephJ4, Welcome to the HP Support Community!

 

Installing Windows built-in drivers may resolve this issue. Let us try these steps:

Refer to this document to know how to install the driver.

Try printing.

 

Let me know how this goes.

 

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

KUMAR0307
I am an HP Employee

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‎12-05-2019 02:44 AM - edited ‎12-05-2019 02:45 AM

HP Recommended

Thanks for your reply. I actually managed to get it working yesterday although it took me over an hour. I had to completely remove the printer from my computer's settings and reinstall all software from scratch, as if it was a new printer. Let's hope it doesn't happen again because I lost valuable working time over this!

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‎12-05-2019 10:10 AM

HP Recommended

@StephJ4

 

Glad to know that the issue is now resolved and it will continue to work. Feel free to contact us with any concerns related to HP products.

Happy to help!

KUMAR0307
I am an HP Employee

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