Unable to install HP OfficeJet 3831

[RonPoole]

I have recently upgraded my desktop PC, and am trying to reinstall my OfficeJet 3831 printer.  I downloaded HP Smart and went through the setup process, but at the end of the installation process the Desktop Service Setup screen appears but it is blank, except for the Close Screen X symbol in the top corner.  Nothing happens, and when I click on the X, a message appears saying that setup is incomplete.

I have gone through this process many times, always with the same results.  All connections are OK and the printer screen is normal.  I occasionally get a message saying "Cannot delete output file", and have followed HP instructions to deal with this, but nothing works.  I am desperate!!  Can anyone help?

[sandytechy20]

@RonPoole 

Welcome to the HP support community.

I understand that you are unable to install the printer, I am glad to assist you.

Perform root level uninstallation to remove all the printer related software's.

• In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
• Open up the run command with the "Windows Key + R" key combo.
• Type printui.exe /s and click OK.
• Click on Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Remove all instances of the same.
• Select Apply and OK on the Print Server Properties windows.
• Close Devices and Printers. 
• Restart the PC again.

Download and install the printer using the HP Smart app

Here are the steps:- Click here

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

[RonPoole]

Hello Sandytechy20

I followed your advice but I am still having the same problem.  To give you a little more detail:

I also have a Brother HL‑1110 printer, connected via USB (as is the OfficeJet). The Brother printer is working, but the OfficeJet will not print, even though the print dialog box in Word and other programs shows both printers as online and ready.  If I reconnect the OfficeJet to my old PC it prints fine, so there is nothing wrong with the printer or USB cable. 

     I have uninstalled the HP software and reinstalled it several times.  Each time, the installation process reaches the "HP Device Setup Processes" screen, and navigates through (1) and (2), but after the screen "Information About your Device", a new blank window appears and nothing happens.  If I close this window, I am asked if I wish to continue or leave setup, but if I click 'continue' it returns to the blank screen which just sits there.

     I have booted my PC into Safe Mode, uninstalled the driver software, and attempted the install process again, as you suggested, but still without success.  I have reset the printer to Factory Defaults and carried out the installation process again, but it still will not print.

     At some point during reinstallation, there is an option to run a test print.  If I select this nothing happens, but if I then select Internal Test Print this prints fine.  So the PC is recognising the printer, and sending the print command.

     One other mystery - if I try to run the HP Print and Scan Doctor tool I get a message saying "Cannot delete output file", and the program fails. I have followed HP advice on how to deal with this particular problem, but it returns when I carry out the next reinstallation.

    One final point - I am trying to set up both USB and Wi-Fi printing on the OfficeJet.  The old PC had no wireless connection, just USB.  Could this be a relevant issue on the new PC?

   If there is anything else you can suggest I would be most grateful.

Many thanks

[sandytechy20]

@RonPoole 

This might require one on one interaction to fix the issue, I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers