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‎10-27-2020 11:16 PM - edited ‎10-28-2020 12:07 AM

HP Recommended
Product: HP Deskjet 3631
Operating System: Microsoft Windows 10 (64-bit)

First, I can't find ANY support for 3631.  Only 3630.  It says 3631 right on the printer which I purchased from Best Buy.  Second, I go to the HP website.  It says "Get in touch with one of our support agents" with a "contact us" link.  I click that and the next screen says "sign in for the easiest path to all your support options" so I sign in.  It shows my printer so I click on it.  The very next screen says "Sign in is required for some support options".  Seriously?!  I literally JUST signed in 2 steps ago!  So I resign in and it tells me the warranty has expired.  Does that mean I can't get ANY tech support?  I'm not trying to get anything replaced.  I want to know what is going on with my printer.  I open the HP smart app.  Everything loads.  It shows my ink levels.  It says printer is READY.  Yet when I try to use ANY of the app functions, it says "Printer is not available."  Seriously?!  Which is it?? READY OR NOT AVAILABLE??  How is it that it tells me the ink levels and "ready" status but it's not available???  Then I tried resetting the printer.  I followed all the steps.  It said to reconnect my phone back to my wifi network.  Then it said it was connecting the printer to "HP Services".  Then the next message was "Cannot obtain printer details.  Tap retry to connect to your printer again."  No matter how many times I clicked retry, nothing happened!  ARE YOU KIDDING ME?!!!

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2 people had the same question
2 REPLIES 2

‎10-28-2020 12:14 AM

HP Recommended

I tried installing it again.  Now the message says "There are no reachable networks."  A second ago this thing FOUND networks and CONNECTED to it and now it's saying there is none even though there were 10 networks it found previously.  Did everyone just decide to shut off their wifi all at the same time?  I don't think so.

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‎10-31-2020 10:47 AM

HP Recommended

Hi @Hiroshi76,

 

I'd like to help!

 

To better assist -

  •  I would like to know, is your router set to work on 2.4 GHz network or 5 GHz network band?
  • Is your printer connected to a home network or a public network?
  • What is the status of the wireless light on the printer, steady or blinking?

 Keep me posted. 

 

And, Welcome to the HP Support Community. 

 

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

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