Hp printer 3831. Stuck on help symbol

[Allan1957]

My display scrren is suddenly got the help button light up all the time, printing ok but will not go to normal screen but will only shoe help button on the screen being a question mark symbol, very confusing 

[Sneha_01]

Hi @Allan1957,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

If your HP DeskJet 3831 printer's display screen is stuck on the help symbol (question mark), it could indicate an error or a need for assistance. Here are some steps you can take to try to resolve this issue:

Restart the Printer: Turn off the printer, wait for a few seconds, and then turn it back on. Sometimes, a simple restart can resolve display issues.

Reset the Printer: Perform a reset on the printer to restore it to its default settings. Instructions for resetting the printer can usually be found in the printer's user manual or on HP's support website.

Check for Error Messages: If the help symbol persists, check if there are any error messages displayed on the printer's screen. Error messages can provide clues about what might be causing the issue.

Check for Paper Jams or Obstructions: Open the printer's access door and check for any paper jams or obstructions that may be causing the problem. Clear any jams and make sure the paper path is clear.

Update Printer Firmware: Check if there's a firmware update available for your printer on the HP support website. Updating the printer's firmware can sometimes resolve display issues and improve performance.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[Allan1957]

Hi Rachel. Done everything you said in the message & my screen still got the ? on the screen. Printer is working fine but do you think it's normal on my printer to have the (?) Symbol on my screen everytime it's on standby 

Look forward to any thoughts on my issue 

[Sneha_01]

Hi @Allan1957,

Thank you for your response.

If your HP DeskJet 3831 printer is displaying a help symbol and seems stuck, it may indicate an issue that needs attention. Here are some steps you can take to troubleshoot and resolve the problem:

Check Error Message: If there's a specific error message displayed along with the help symbol, take note of it. Error messages can provide valuable information about the nature of the issue.

Restart the Printer: Turn off the printer, disconnect the power cord, and wait for a few minutes. Then, reconnect the power cord and turn the printer back on. This simple step can sometimes resolve temporary issues.

Clear Paper Jams: Open the printer cover and check for any paper jams or obstructions. If you find any, carefully remove the jammed paper or debris. Close the printer cover and see if the help symbol disappears.

Check Ink Cartridges: Ensure that the ink cartridges are properly installed in the printer and have sufficient ink levels. If any of the cartridges are low or empty, replace them with new ones.

Reset Printer: Perform a partial reset of the printer to restore it to its default settings. Refer to your printer's user manual or the HP support website for instructions on how to perform a reset.

Update Firmware: Check if there's a firmware update available for your printer on the HP support website. Updating the printer's firmware can sometimes resolve software-related issues.

Inspect Printer Components: Visually inspect the printer for any signs of damage or malfunction. Check the control panel, buttons, and other components for any physical damage or debris that may be causing the issue.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support
 

[Allan1957]

Hi Rachel. Hope this not a silly question but just checking if it's normal for the help symbol to be on every time I switch on.

I'm not sure now if this is normal when on standby when switched on

If not normal, what should be light up on switch when printing ?

Sorry for any confusion 

[Sneha_01 · Accepted solution]

Hi @Allan1957,

It's not a silly question at all. The help symbol being displayed every time you switch on your HP printer could indicate that there might be an issue that needs attention. 

 Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support

[Allan1957]

Hi Rachel, just like you advised, HP support was brilliant through Watzap, print off report regarding my printer & photo of the display & told all is fine & the display at start up with help symbol was normal. 

Brilliant service. Thanks for your help