my hp printer & hp windows 11 pc will not work together to scan

[theresalee]

Hello all. I am trying to fix a sudden scanning problem with my hp printer, an office jet 3830, and hp laptop, a 15-da0030nr. I'm running windows 11. It prints just fine.  I have tried the basics, such as:

Turned the printer off & back on, twice. The second time I un-plugged & re-plugged all the cables.

Uninstalled & reinstalled the printer.

Checked for updates.

Run the print & scan Dr app several times. There seems to be more than one issue; each time the app gives a different diagnosis.

Tried to run the Microsoft repair program for it, nothing.

I have tried to scan via the smart app vs the printer screen itself, nothing.

I have been experimenting with various articles online, & installing drivers, etc. Nothing.

Does anyone have any ideas, please? I am stuck, hoping not to have to replace it. It stays plugged in via USB because the wireless is too unreliable and keeps disconnecting. Thank you so much. 

[Raj2111]

Hi @theresalee 

Welcome to the HP support community.
 

I understand you're experiencing an issue with your HP device, and I apologize for any inconvenience this may have caused. I'm here to help you today.

It sounds like you've already done a lot of troubleshooting for your HP OfficeJet 3830 scanning issue. Here are some additional steps to help you diagnose and potentially fix the problem:

1. Check USB Connection

• Make sure the USB cable is securely connected to both the printer and your laptop. If possible, try using a different USB port on your laptop or a different USB cable to rule out cable issues.

2. Update Drivers Manually

• Sometimes the automatic updates may not catch everything. Visit the HP Support website and manually download the latest drivers for your OfficeJet 3830. Install the drivers and restart your computer.

3. Check Scanning Preferences

• Open the HP Smart app, go to the Settings (gear icon), and check the scanning preferences. Ensure that the scanner is set to the correct device.

4. Use Windows Scan App

• Try using the built-in Windows Scan app:
  1. Open the Start menu and search for "Windows Scan."
  2. Select your printer and attempt to scan a document.

5. Disable Firewall/Antivirus Temporarily

• Sometimes, security software can interfere with scanning. Temporarily disable your firewall or antivirus software to see if it resolves the issue. Make sure to re-enable it afterward.

6. Check for Windows Updates

• Ensure that your Windows 11 is fully updated. Go to Settings > Windows Update and check for any pending updates.

7. Run HP Print and Scan Doctor Again

• Since you've run the HP Print and Scan Doctor multiple times, ensure you check for any specific error codes or messages it provides. If it mentions particular issues, follow its recommendations.

8. Factory Reset the Printer

• As a last resort, consider performing a factory reset on your printer. This option is usually found in the Setup menu under Tools. Note that you'll need to set up your printer again afterward.

9. Test Another Computer

• If possible, try connecting the printer to another computer to see if it can scan there. This can help determine if the issue lies with the printer or your laptop.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support

[theresalee]

Hello Raj, thank you for your help and reply. Here's an update: the feed mechanism on my 3830 just died, so I did have to buy a new printer after all. But, the issue persists on my new printer!! It's a Deskjet 2734e by HP. I think this is a Windows 11 bug; I still get the twain error on this new printer. I have tried going through both Windows scan and HP Smart scan, and nothing: they both say they cannot find the scanner. I can't think of anything else to do/check. There is no way to check that the device to scan to is the correct one via Smart; there is nothing under settings. I also read online that I could go through windows, type in the printer, & go in there to change a setting. Same thing, nothing. I think those ideas are rather dated, perhaps for windows 10. Do you have any other ideas? This reminds me of a previous windows bug, when I could only print in b&w, and an update was needed to fix it. I do appreciate your help! 😜

[Raj2111]

Hi @theresalee 

Welcome to the HP support community.
 

I understand you're experiencing an issue with your HP device, and I apologize for any inconvenience this may have caused. I'm here to help you today.

Here are some steps you can try to resolve the issue:

1. Check the Printer Connection

• USB vs Wi-Fi: If you’re using the printer over Wi-Fi, make sure the printer is properly connected to the network. Try re-connecting it to Wi-Fi or using a USB cable to rule out wireless connectivity issues.
• Cable and Port: If you’re using a USB connection, try a different USB port or a different cable, as a faulty cable or port might be causing the problem.

2. Update or Reinstall Printer Drivers

• HP’s Website: Sometimes Windows 11 might not automatically install the correct drivers, or they may become corrupted. Visit HP’s support page and download the latest drivers for the Deskjet 2734e. Install them and restart your computer.
• Windows Update: Check if there are any available updates specifically related to your printer in Windows Update. Go to Settings > Windows Update, and check for any updates that might address compatibility or driver issues.
• Device Manager: Go to Device Manager, find your printer/scanner under "Imaging Devices," right-click and select "Update Driver." You can choose to search automatically for updates or manually select the driver you downloaded.

3. Reset the Printer and Scanner Settings

• Reset Printer Settings: If you're using the printer’s wireless connection, resetting the network settings might help. Go to the printer’s control panel and look for an option to reset network settings (this may involve a series of button presses—check the printer’s manual for specifics).
• Windows Scanner Settings: Go to Settings > Devices > Printers & Scanners, and remove the printer if it’s listed. Then, add it back by selecting Add a printer or scanner and let Windows re-detect it.

4. Check for Windows TWAIN or WIA Issues

• Check if the TWAIN driver is enabled: Windows 11 has some quirks with the TWAIN driver (which is used by scanning applications). Open the Windows Services app (search for “services.msc”), find Windows Image Acquisition (WIA), and ensure it’s running. Right-click on it, select Restart, and set the startup type to Automatic if it isn’t already.
• Try the Windows Fax and Scan app: If the standard Windows Scan app isn’t working, try the old Windows Fax and Scan app, which often has better compatibility with older scanners. Open Windows Fax and Scan (search in the Start menu) and try scanning from there to see if it works.

5. Use HP Smart or HP Scan (Troubleshooting)

• Reinstall HP Smart: Uninstall and reinstall the HP Smart app from the Microsoft Store to ensure you're using the latest version.
• HP Scan & Capture: If you haven’t tried it yet, download the HP Scan & Capture app from the Microsoft Store. It’s another alternative to HP Smart and may help you bypass any issues the regular software is encountering.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support

[Raj2111]

Hi @theresalee 

Welcome to the HP support community.
 

I understand you're experiencing an issue with your HP device, and I apologize for any inconvenience this may have caused. I'm here to help you today.

Here are some steps you can try to resolve the issue:

1. Check the Printer Connection

• USB vs Wi-Fi: If you’re using the printer over Wi-Fi, make sure the printer is properly connected to the network. Try re-connecting it to Wi-Fi or using a USB cable to rule out wireless connectivity issues.
• Cable and Port: If you’re using a USB connection, try a different USB port or a different cable, as a faulty cable or port might be causing the problem.

2. Update or Reinstall Printer Drivers

• HP’s Website: Sometimes Windows 11 might not automatically install the correct drivers, or they may become corrupted. Visit HP’s support page and download the latest drivers for the Deskjet 2734e. Install them and restart your computer.
• Windows Update: Check if there are any available updates specifically related to your printer in Windows Update. Go to Settings > Windows Update, and check for any updates that might address compatibility or driver issues.
• Device Manager: Go to Device Manager, find your printer/scanner under "Imaging Devices," right-click and select "Update Driver." You can choose to search automatically for updates or manually select the driver you downloaded.

3. Reset the Printer and Scanner Settings

• Reset Printer Settings: If you're using the printer’s wireless connection, resetting the network settings might help. Go to the printer’s control panel and look for an option to reset network settings (this may involve a series of button presses—check the printer’s manual for specifics).
• Windows Scanner Settings: Go to Settings > Devices > Printers & Scanners, and remove the printer if it’s listed. Then, add it back by selecting Add a printer or scanner and let Windows re-detect it.

4. Check for Windows TWAIN or WIA Issues

• Check if the TWAIN driver is enabled: Windows 11 has some quirks with the TWAIN driver (which is used by scanning applications). Open the Windows Services app (search for “services.msc”), find Windows Image Acquisition (WIA), and ensure it’s running. Right-click on it, select Restart, and set the startup type to Automatic if it isn’t already.
• Try the Windows Fax and Scan app: If the standard Windows Scan app isn’t working, try the old Windows Fax and Scan app, which often has better compatibility with older scanners. Open Windows Fax and Scan (search in the Start menu) and try scanning from there to see if it works.

5. Use HP Smart or HP Scan (Troubleshooting)

• Reinstall HP Smart: Uninstall and reinstall the HP Smart app from the Microsoft Store to ensure you're using the latest version.
• HP Scan & Capture: If you haven’t tried it yet, download the HP Scan & Capture app from the Microsoft Store. It’s another alternative to HP Smart and may help you bypass any issues the regular software is encountering.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support

[Raj2111]

Hi @theresalee 

Welcome to the HP support community.
 

I understand you're experiencing an issue with your HP device, and I apologize for any inconvenience this may have caused. I'm here to help you today.

Here are some steps you can try to resolve the issue:

1. Check the Printer Connection

• USB vs Wi-Fi: If you’re using the printer over Wi-Fi, make sure the printer is properly connected to the network. Try re-connecting it to Wi-Fi or using a USB cable to rule out wireless connectivity issues.
• Cable and Port: If you’re using a USB connection, try a different USB port or a different cable, as a faulty cable or port might be causing the problem.

2. Update or Reinstall Printer Drivers

3. Reset the Printer and Scanner Settings

• Reset Printer Settings: If you're using the printer’s wireless connection, resetting the network settings might help. Go to the printer’s control panel and look for an option to reset network settings (this may involve a series of button presses—check the printer’s manual for specifics).
• Windows Scanner Settings: Go to Settings > Devices > Printers & Scanners, and remove the printer if it’s listed. Then, add it back by selecting Add a printer or scanner and let Windows re-detect it.

4. Check for Windows TWAIN or WIA Issues

• Check if the TWAIN driver is enabled: Windows 11 has some quirks with the TWAIN driver (which is used by scanning applications). Open the Windows Services app (search for “services.msc”), find Windows Image Acquisition (WIA), and ensure it’s running. Right-click on it, select Restart, and set the startup type to Automatic if it isn’t already.
• Try the Windows Fax and Scan app: If the standard Windows Scan app isn’t working, try the old Windows Fax and Scan app, which often has better compatibility with older scanners. Open Windows Fax and Scan (search in the Start menu) and try scanning from there to see if it works.

5. Use HP Smart or HP Scan (Troubleshooting)

• Reinstall HP Smart: Uninstall and reinstall the HP Smart app from the Microsoft Store to ensure you're using the latest version.
• HP Scan & Capture: If you haven’t tried it yet, download the HP Scan & Capture app from the Microsoft Store. It’s another alternative to HP Smart and may help you bypass any issues the regular software is encountering.

I hope this helps! Keep me posted.
Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.

-Regards
Raj-HP Support