HP Officejet 3835 - Scanning no longer working after firmware update

[cmf2k1]

Is there a way to downgrade the firmware on HP Officejet 3835?

Is DJ3830_R1838B.exe still available to download?

Since the automatic firmware update to latest firmware last year the copy/scan function on my HP Officejet 3835 is no longer working. The copy/scan touchscreen functions no longer work and also initiating a scan from the PC fails. I have tried printer on 2 PCs and 1 Mac and have the same issue. 

Issue occurs when connecting via USB and Wifi

Any help or advice would be appreciated before I buy new printer

[sandytechy20]

@cmf2k1

Welcome to the HP support community.

There is no option to downgrade firmware.

Check the scanner bar functionality: partially lift the scanner lid, and then press the Copy button or icon. If the scanner light does not illuminate or move across the glass then it should be a scanner issue.

Meanwhile:- 

Perform a power reset

1. Turn on the printer, if it is not already on.
2. Wait until the printer is idle and silent before you continue.
3. With the printer turned on, disconnect the power cord from the rear of the printer.
4. Wait at least 30 seconds.
5. Plug back the power cable straight to a wall outlet and printer without any surge protector.
6. Turn on the printer.

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[cmf2k1]

@Sandytechy20

thank you for your response. I tried your recommendation and can confirm that scanner light does not illuminate. I performed a power reset as you suggested but did not fix.

Do you have any suggestion because scanner was working perfectly before firmware update

thank you

[sandytechy20]

@cmf2k1

This seems to be a hardware issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[Susan20212]

This product worked fine until December 2020, when I began to get messages that software to use the scanner "this file can harm your computer."  I'll skip the long story.  I've spent an hour and a half today reading tech support messages.  I've uninstalled the HP software using the recommended tool HPSMART for my Macbook Air.  I turned everything off and on again.  I've selected this computer on my mac.  HP smart cannot seem to find my printer, despite triple checking that all cables are plugged in properly (both power and USB).    The cables do not appear to be damaged.  They are not that old, really.  

I've already been on the phone to Apple support for almost an hour today.  I was told it is HP's problem.  HP says there are no drivers to download for this printer/scanner.  I was told it "might not work" with the Big Sur update.  But the problem began before I did the Big Sur update.  

Now, I'm lost.

Does this mean that I have to buy a new printer?  I'm wondering if this is planned obsolescence in action.  All I want to do is be able to scan the occasional document for insurance claims.

If you have any ideas I'd be grateful.  Thank you for your support.

Susan 20212

[TEJ1602]

@Susan20212

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details). 

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

Thank you for visiting the HP Support Community.