Can't scan a pdf file on HP 3831

[KezzaL]

I have just purchased an HP 3831 all-in-one printer/copier/scanner/fax.  I have installed the fully recommended driver twice now but still I cannot scan a pdf file.  I'm using Windows 10.  I've owned 2 HP printers previous to this one and have never had a problem until doing a Windows 10 anniversary update!  The previous 2 printers worked from the HP Solution Center but this no longer shows on my desktop since uninstalling the old software and installing the new.  

The scanner will only scan in jpeg.  Apparently, the printer screen should give me the option of how I want to scan (i.e. jpeg, pdf etc.) but, after I chose which computer I want the file sent to, there are no futher options given and my scan sends as a jpeg file automatically.  After finding it didn't work on the first installation, I uninstalled and re-installed but it still does not work.  This is all very frustrating since my previous printer - HP Deskjet 2280 - worked absolutey fine until my system did the recent Windows 10 anniversary update then that was it.

Could someone please help me out on this.  My partner is self-employed and we really need to get the scanner up and running properly as soon as poosible.

Many thanks.

[greenturtle]

Hi,

Thanks for using the HP Forums.

Can you try this:

HP Scan Extended

ftp://ftp.hp.com/pub/scanners/HPScanExt/HPScanExt.msi

Once it's downloaded and installed, go to Start > All Programs > HP > HP Scan Extended > Run "HP Scan Extended"

If you need help on scanning, this resource will be useful:

Scanning for Dummies

Let us know if that works.

[KezzaL]

Hi again

Unfortunately, I cannot get this to work.  I have downloaded this and installed it and it shows in the list of installed programmes as "HP Scan Extended" but when I try to run it I get the error message "the HP imaging device was not found." The printer is all connected and is switched on so I really don't understand the message. 

[greenturtle · Accepted solution]

Hi,

Can you try to install the FULL feature software ?

The following resource will help you :

http://123.hp.com/us/en/

Key in your printer model, Operating System and download & install the FULL feature software.

Let us know if you are able to install successfully.

Thanks.

[KezzaL]

Hiya

I've already done this twice but I'll try it again.  I'm not hopeful.  Get back to you later.

[KezzaL]

Me again.  Well I will have to eat my words......third time lucky.  On the first 2 installs I just installed what HP recommended which is the first of the 3 options.  The "FULL" install is the second option which I did this time and now the scanner is working perfectly.  We don't want the fax option, but if we had done, that doesn't work either on the "recommended" install.  It appears the full install is required for this to work too.

I really do feel that since I have purchased a printer/photocopier/scanner/fax all in one, when I install HP's "recommended" install, that all of these 4 things should work perfectly.  Surely if the "Full" install is what is required to make all of this work then this is the option that HP should recommend isn't it??!  A bit confused at that to be honest.

Thank you ever so much for your help and I really appreciate your time.  I've always only ever used HP printers and I'm sure I will continue to do so for many years to come.

Many thanks again.

[greenturtle]

Hi @KezzaL,

Glad to hear that your issue is resolved and all is working well now.

Have a nice day!