OfficeJet 3830 with Mac OS 10.14.5

[dstouder]

Even though the printer prints it's own test page perfectly, it will not properly print any document I send wirelessly from any device, including my Macbook, ipad, and iphone. The devices will send the order to print, but the page will spit out of the printer either blank or with minimal garbled printing. I have taken all the usual troubleshooting steps, and nothing has worked. HELP!

[TEJ1602]

 @dstouder, Welcome to HP Support Community!

Is it an issue with a particular application you are printing from or all applications?

What happens when you try to print images?

What is the make and model of your router?

To isolate the issue, please perform a ping test and share the results-

1. Obtain the IP address of the printer by clicking on the Wireless icon  on the printer
2. On the MAC Go to Spotlight > search for Network utility > select Ping tab > enter the IP address of the printer in the box
3. Check the second box that says Send only > 10 pings
4. Click on ping > Check the results at the end if any packets are lost.

Note: There should be 0% packet loss

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates.

For more information, go to Updating or Upgrading Printer Firmware.

Connect the printer directly to the computer

If your printer is connected to your computer over a network or through a USB hub, connect the printer directly to the computer with a USB cable.

1. If your printer is connected to a wireless network, turn off the wireless signal.

2. Disconnect any USB or Ethernet cables from the printer.

3. Should we have them turn off and then on? Idk. Couldn’t hurt. Then maybe have them make sure the power cord is connected directly to an outlet, since it could be a power issue too, for some older models.

4. Connect the USB cable directly from the printer to the computer.

Keep me posted for further assistance.

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