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Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
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jf_123
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Printer not working - I have tried everything

HP Recommended
dell inspiron
Microsoft Windows 10 (64-bit)

I have an officejet 3831 printer.  Recently it would not print colour, so I replaced the cartridge.  It still would not print colour so I uninstalled everything & reinstalled.  Since that point nothing (apart from demo pages) has printed, and each time I try to fix it gets worse.  I have uninstalled & reinstalled everything multiple times.  Errors I have had are

- Driver is unavailable

- Printer uninstalled

 

I currently have the 'Driver is unavailable' option.  Driver looks old (driver date 21/06/2006) but it tells me its the latest version available.

 

What can I do (apart from throw it out the window)?

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Betty0610
HP Support Agent
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@jf_123

 

Welcome to the HP Support Community.

 

Let's try to do a root uninstall and reinstall of the software:

 

Unplug any USB cable, if any, before doing this.

 

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

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

 

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

 

Let me know if this helps.

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

 

Thanks!

 

Have a great day!


I am an HP Employee

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jf_123
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Hi Betty0610,

 

Thanks for the instructions.  I think you're on the right track, but it didn't work.  My feeling is that the uninstall process is still leaving traces somewhere.

 

I have done all the below and more - I've deleted other references in the registry editor that related to the HP printer - but the printer continues to appear in the 'printers & scanners' area with the 'drivers not available' message.  This appeared just now after getting a print notification, so possibly something is trying to print.  But as far as I'm aware this is not possible given i've uninstalled everything.

 

One possible clue is that the HP Smart app also keeps reappearing even after uninstalling, after the same point mentioned above on receiving the print notification.

 

Thanks for your help thus far.

 

 

 

 

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Betty0610
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Are you able to copy?


I am an HP Employee

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