3830 always offline

[JeanneA]

Printer constantly and randomly goes offline. This applies to 2 computers in the house. If I remove the laptop from the house and bring it back in, printer goes offline.  If I move the printer across the room it goes offline.  If I shut the printer down it goes offline.  If I don't do anything it goes offline.  I have tried every diagnostic, download and reset available and there is no help for this complete mystery.   I have downloaded HP Smart and the drivers several times.  I want my money back so I can buy a working printer.  I want someone to telephone me and give me actual support.  

[greenturtle]

Hi,

Thanks for using the HP Support Community.

Can you try using a TCP/IP port?

Create a TCP IP port

1. Print a Configuration Page to get the printer's IPv4 address (you can also tap on the wireless icon on the Front panel of your Printer to get the IP address)
2. On your PC, go to Control Panel, from Devices and Printers, right click the printer and left click Printer Properties, select the Ports tab.
3. Click Add Port, select Standard TCP/IP Port, then select New Port and follow the wizard.
4. Type in the proper IP address for the printer.

This video resource will show you how to do it:

Create & Use TCP IP port

Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port under the Ports tab (in Printer Properties)

Hope that helps!

[JeanneA]

Thank you but the problem is larger than that.  In an effort to uninstall and reinstall it for the nth time, I clicked "Remove" on the printer name in Settings.  (I am unable to uninstall because I get a window saying I'm not the administrator, which is not true.)  I don't know the difference between removing and uninstalling.  So, I have a "removed" printer that I can't "uninstall" and now the printer now longer shows in Settings.  I uninstalled, reinstalled and launched HP Smart, but then the printer cannot be found.  Please help.

FYI I have entered the IPv4 address many times and nothing changed. 

[greenturtle]

Hi,

Please Uninstall and Reinstall the FULL feature software following these steps:

1. Uninstall the software in your computer
2. Download and save the FULL feature software (do not install it online)
https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-officejet-3830-all-in-one-printer-seri...

3. Install the FULL feature “Saved” software

Once you have downloaded and installed the FULL feature software, you will be able to print and scan.

If you are not sure how to do this, the following resource will walk you through the steps:

How to Uninstall Download & Reinstall a Printer software 

Hope that helps!

[JeanneA]

I have tried to uninstall the HP software.  When I do I get the following window that prevents going further:

Call to DriverPackageUninstall returned error 5 for package

'C:\Windows\System32\DriverStore\FileRepository\hpwia_oj3830.inf_amd64_e1e52311d347e01a\hpwia_oj3830.inf':

A caller of DriverPackageInstall must be a member of the Administrators group to install a driver package. 

Please tell me how I fix this so I can uninstall and reinstall.  Thank you.

[greenturtle]

Hi,

Is this account under an Administrative group?

Go to setting ->Account -> Other account -> make sure your account name is under "Administartor " if not , need to change it

Hope that helps!

[sophia_willaim]

Hello, You need a technician rather than buying another printer because printers usually keeps going offline in day to day activities.

[JeanneA]

This process is not working.  You work at night and I get your message in the morning.  I reply and I get your message the next day.  I need a functioning printer.  Please advise as to how I can expedite this process.  Can someone please call me so this doesn't take weeks?

Secondly, as a non-technical person I need you to direct me to where I find the Administrator settings.  It can't be under the printer settings because the printer isn't listed.  It's not under the computer settings.  I AM the only administrator for this computer; I've checked that.  Where do I find the administrator settings for the printer?

[JeanneA]

How do I get HP to pay for the technician?  The printer is under warranty.  

[JeanneA]

The printer is under warranty.  How do I get HP to pay for the repair?