officejet 3833 not printing due to a connection problem

[pepier086]

Hello,

I bought my Officejet 3833 on Dec 2019. First time I installed it, the printer worked correctly and I subscribed to instant ink service.

One day it started to give me an error: each time I try to print ANYTHING (from PC or reports from printer itself) the printers always give me the same errorr which says "connect the printers". The error description says that the printer can't print and I have to connect it to update the instant ink status.

Some fact:

1. I receive the error in any case, even the printer is connected or not

2. from PC app (which can communicate correctly with the printer) it seems that instant ink webservices are not working and I can't restart them

3. I tried the semi-full reset. I can't do the full reset (don't know why, the option is not in the reset menu)

4. after the semi full reset, the printer show me the error from the very beginning of the setup process

5. I would like to reinstall the firmware, but the hp website goes in timeout each time I try to download the last firmware version

I'm highly disappointed by HP service level and by the fact that i can't receive any kind of assistance, but the forum. The website is useless and download software option are not working. I'm trying the download from several days without success.

Hope to fix my problem soon.

Thanks

[Kumar0307]

Hi @pepier086

Welcome to the HP Support Community. I'd be happy to assist you.

Due to the current global COVID-19 situation, we're seeing an influx of customers coming in for support. We appreciate your patience. 

• There is no "full-reset" option available.
• Once you perform a semi-full reset on the printer, the printer is removed from the Instant Ink service. When the printer is enrolled in Instant Ink, it is not recommended to perform a semi-full reset.
• Click here to download the latest firmware available for the printer.

I suggest you contact the HP Instant Ink team to enroll the printer in Instant Ink using your old account details. Click here.

For more info on how to enroll the printer in Instant Ink, refer to this document.

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! 

[pepier086]

Thank you for the try, but...

1) the printer doesn't work at all. The webservices doesn't start and actually I can't print

2) the link to download the firmware goes in timeout (I mean the direct link to the file: https://ftp.hp.com/pub/softlib/software13/printers/oj3830_2021A/OJ3830_2021A.exe)

If I can't make the printer print, for sure I'm not interested in enroll HP instant ink again.

[pepier086]

Just an update: I downloaded and uploaded the firmware, but the printer still give me the error I said.

[Kumar0307]

@pepier086, that's unfortunate.

As you have already performed the semi-full reset and the issue persists, I suggest contacting the HP Support team in your region for further assistance.

Keep me posted for any other assistance.