OfficeJet 3831 doesn't scan and print improperly

[T-PORCHEZ]

Hi,

         I just bought an OfficeJet 3831, and I am not able to make it work properly with my HP laptop. I am facing two critical issues :

1) I am not able to scan any document. When I try to make a scan I get an error that it doesn't work. It proposes me to launch "HP Print and Scan Doctor"  to solve my issue. I tried this several times, it tells me that the drivers are not installed, then it "seems" to install them, asks me to restart the computer and the printer, and finally it tells me that it couldn't solve my problem...

2) I am able to print documents, however, the printer calibration is wrong, and my documents are cropped on the side... I did the initial calibration, and I tried the calibration once again, but nothing seems to work. I noticed that the first calibration page printed was not centered, and now the calibration pages are printed centered. Strangely enough, the shift in the centering between the first calibration page and the next calibration page corresponds to the cropped area on my printed documents. It looks like the calibration process is not behaving correctly, and I have the feeling that my printer was originally well calibrated, and that the automated calibration procedure erased it.

I have been on those problems for 3 days, and I can't figure a way to solve it. Can anybody help me with this ?

Regards,

Thomas

[The_Fossette · Accepted solution]

@T-PORCHEZ,

Welcome to the HP Support Community!

I reviewed your post and I understand that you are facing issues scanning and also facing issues with the alignment.

Don’t worry, I assure you I will try my best to get this sorted.

Are you facing the same issue when you make a copy?

Meanwhile, I recommend you root uninstall the printer and then reinstall and check whether the issue is resolved.

Here is how it is done.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Restart the PC

14.) Download and install the printer software from the below link.

http://hp.care/2nikIQ9

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[T-PORCHEZ]

Hello,

          Thank you for your reply. 

I confirm that I face the same alignement issue when I make a copy directly on the printer. In that case the scan works, and also I need to mention that the scan functionnity operates also properly when I pass through the embedded server functionality of the printer from my web browser.

I will try to follow the proposed procedure to reinstall the drivers. However, to my understanding this might only solve the scanning issue, since the alignement issue is still there when I make a copy directly from the printer ?

I am going on holydays until the 2nd of january, so I will test this when I get back. I will keep you posted, if the procedure allows me to get any further.

Thanks,

Thomas

[asmita6658]

@T-PORCHEZ

Try the above steps at your convenience.

Also, try these steps -

1) Take out the cartridges.

2) Unplug the power cord from the printer & wall.

3) Wait for 30 seconds. 

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not to a surge protector.

5) Insert the cartridges back into the printer.

Try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware

Let me know how that goes. 

[T-PORCHEZ]

Hello,

          I did the proposed procedure (without confidence to be honest...), and it seems that it solved both problems at a time! I am now able to scan, and the printing now seems to be properly centered.

Thank you for your help,

Thomas