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- HP Community
- Printers
- Printer Setup, Software & Drivers
- Re: Unable to reinstall drivers

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04-05-2020 04:27 AM - edited 04-05-2020 04:28 AM
I cannot reinstall the officejet3831 printer drivers. The operating system is windows 10. I was unable to print and through this community I had found a resolution that included deleting the files in the "spool" folder after stopping the printer spoler service. The guide said after doing this to uninstall and reinstall the drivers. I uninstalled without problems, but upon reinstallation the hp smart app cannot install the driver and asks to install it manually from the windows 10 settings, I follow the instructions but also from there it cannot install the driver by marking "driver not available ". Then I follow another guide for this problem which mentions:
"
Let's run the HP Print and Scan Doctor:
Use this link for details on using the HP Print and Scan doctor: https://hp.care/2JyaC93
If the issue persists, let's 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
"
After all the steps, the problem remains the same. I also tried to use the old application with the whole driver package but it also fails the installation. (the printer is connected to the home wifi network, and with all other devices it works perfectly.)
Solved! Go to Solution.
Accepted Solutions
04-11-2020 07:34 AM
Appreciate you trying the steps @Andrew451
I'd suggest you Contact HP in your region regarding this issue.
Have a great day!
Asmita
I am an HP Employee
04-08-2020 03:21 AM
Hi @Andrew451
Welcome to the HP Support Community. I'd be happy to assist you with the printer installation.
To better assist you - Is there an anti-virus software installed on the computer?
While you respond to that, try these steps-
1) Right-click on the Start or the Windows icon and open run.
2) In the Run box, type %temp% and hit on "Ok". This will open the "Temp" folder.
3) Select "Date Modified" to "Today" and look for a 7z.... folder.
4) Open the folder and look for a .msi file.
5) Right click on it to install.
Try running the downloaded file in compatibility mode. Once the driver is downloaded, right click on the download in the browser and then click on "Show in folder". Right click on "Properties" and then click on the "Compatibility" tab. Select, "Run this compatibility mode for:" - Windows Vista. Also, check the box for "Run this program as an administrator".
You may also refer to this document - HP Printers - 'Unsuccessful Network Installation' Error (Windows)
Hope this helps! Keep me posted.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!
Have a great day!
Asmita
I am an HP Employee
04-08-2020 12:26 PM
First of all yes, I have the antivirus (bitdefender total security 2020), in the first part you indicated in the 7z folder ... there was no .msi file and in any case it did not work. By trying the linked guide all the steps have failed except step 6 point 2 which has detected the error "error in the print processor". So I ran a guide to solve this error and finally I managed to install the drivers. Once the driver is installed correctly, the HP smart app also recognizes, finds and installs the printer without problems. But here we return to the original problem, if I try to print from the app it returns "An unexpected configuration problem occurred in the printer 0x80040154". If instead I try to print directly from the file it does not print and returns "Print error on HP officejet3831, the printer was unable to print the file ...".
04-08-2020 06:36 PM
Does the copy works? Have you tried printing from a different application?
Please try creating a new user account and check -
1. Tap the Windows icon.
2. Select Settings.
3. Tap Accounts.
4. Select Family & other users.
5. Tap "Add someone else to this PC."
6. Select "I don't have this person's sign-in information."
7. Select "Add a user without a Microsoft account."
8. Enter a username, type the account's password twice, enter a clue and select Next.
9. Tap the Windows icon.
10. Select the User icon at the upper left corner of the Start menu.
11. Select the new user. You'll then sign into your account with your password from step 8.
Let me know.
Asmita
I am an HP Employee
04-11-2020 07:34 AM
Appreciate you trying the steps @Andrew451
I'd suggest you Contact HP in your region regarding this issue.
Have a great day!
Asmita
I am an HP Employee