An Error Occurred when Scanning

[Fauzi_Bakar]

I just recently installed my new HP 3835. Printing and copying works just fine but whenever i want to scan, it always said error. Help me here please..

[DavidSMP]

Hi @Fauzi_Bakar,

Thanks for stopping by the HP community. A very good day to you.  I reviewed the post regarding issues with scanning errors.  Superb description and stupendous diagnosis of the issue before posting. Kudos to you for that. 🙂

For better clarity and to assist you better I would require more information regarding this:

• Did this happen after a software or windows update?
• Please mention the exact error message or share an image of the same.
• Is it a wired, wireless or USB connection?

Please furnish all these details to assist you accurately.

For now, try these steps:

• Run the print and scan doctor from here http://hp.care/2syjvp6;
• and check if the issue gets resolved.

If it continues, then uninstall and reinstall the printer software by performing these steps:

• Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)
• Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)
• Go to devices and printers, select any printer listed there and you will get some options on the top.
• Click on print server properties.
• You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there if any.
• Delete all the instances of your printer listed in devices and printers.
• Restart the PC.
• Once the PC is on the desktop, press Win + R, it would bring a Run dialog box,
• Type %temp% in the run box and click Ok or hit the Enter button.
• It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).
• If possible, delete the printer from the registries using Regedit or using any other 3rd party application.
• Ignore the Regedit option if it cannot be done.
• Restart the PC again.

Then download the latest full feature driver from http://hp.care/2fA1P50 and install it on the computer after selecting the correct operating system.

Connect the printer to your computer only when the setup prompts for the printer.

This should do the trick for you.

If it continues, update the printer firmware from the same link used to download the printer software by following instructions from this link: http://hp.care/2rHKwDD

This should fix the issue for you.

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat. 🙂

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a terrific week ahead. 🙂

[Fauzi_Bakar]

This happen when I was trying to use the scanner. Its not about windows update as the scanner never work in the first place. The printer is connected via USB. Scan doc said driver issue but i checked the driver i installed is up to date. Come on man.. I checked many thread. You guys have the same issue for the last 2 years at least. 

[DavidSMP]

Hi @Fauzi_Bakar,

I read the post comprehensively.  I thank you for the quick response and the information provided. If it copies correctly then we can rule out the printer hardware. There are only 2 things that we can do to isolate the issue. It looks like some kind of operating system issue, 

If you have another computer try installing the printer on a different computer. If it works on that other computer, then you may need to backup your data and reinstall windows to factory settings. Then install the printer and that might do the trick for you.

THe steps that I have given you is a root level uninstall which has successfully resolved several issues for several customers. You can check other threads in this regard. If you've tried the steps and if it still does not work, then there is more to it than meets the eye. It could be an issue with the operating system.

If the problem persists, then it might require an interaction on the phone to take control of your machine to check what is happening. 

HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
• Once completed click the 'Show Options' icon on the bottom right.
• Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

Cheers!

[Fauzi_Bakar]

I have reinstall the driver using the latest one you provided. But still same thing happen, It still can print but I cant Scan. 

Please, I would appreciate your help because i badly need to use scanner now.

[DavidSMP]

Hi @Fauzi_Bakar,

I read the post and thanks for the reply. Great job on troubleshooting and kudos to you for that. 🙂

DId you try it on a different computer?  It could be the operating system that is the culprit and it needs to be reset before reinstalling the printer

For now please try all the prescribed steps from this link: http://hp.care/2x0SY3s for troubleshooting scanner related issues.

Then check if it gets resolved. If not reinstall windows and check again.

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

Cheers!