Cannot scan to Mac on OfficeJet 3831 - printing works

[daveys110]

Wireless printing works fine. However, I cannot scan to Mac.

Printer firmware is latest available.

I've restarted my Mac, the printer/scanner & my router. Printing still works.

I've tried using the HP Easy Start app - it finds the printer but then when continuing to the next screen just hangs with 'Gathering device information...' and eventually fails.

In an attempt to see if I could find any more information, I tried visiting the printer's IP address in a web browser - however, that doesn't display anything. (curl'ing the IP just shows junk too).

[atharva_gp]

@daveys110,

Thank you for reaching out to the HP Support community!

• Do you have any security software or antivirus installed on your MAC?
• How far is the printer away from your WiFi router?

Let's try these steps:

Step 1: check if the 'Scan to Computer' feature is enabled.

• On the MAC, Go to 'Finder' > 'Applications' > 'HP' > 'HP Utility'
• Select 'Scan to Computer'

          

• Enable the 'Scan to Computer' feature

            

• Try to scan after enabling this feature.
• If the feature is enabled and if you still cannot scan, proceed to the next step.

Step 2: Remove and re-add the printer driver.

• Click the Apple menu, and then click System Preferences.

     

• Click Printers & Scanners or Print & Scan.
• If your printer is listed, click the name of your printer, then click the minus sign to delete the printer. 
• Click the plus sign, click Add Printer or Scanner, click the name of your printer.
• Click the Use or Print Using menu, then select the name of your printer.

     ( For printers connected on Wireless select AirPrint or Secure Airprint)

      

• Click Add to add the printer to the list.
• Open the HP Easy Scan and try to scan again.

Let me know if this information helps. 

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.

[daveys110]

These didn't work. I ended up using the USB cable instead - annoying but worked 😞

[atharva_gp]

@daveys110,

Removing and re-adding the printer driver should have worked. But it did not.

But Great to hear that you can now scan using USB.

You can try resetting the printing system, this might work with the wireless.

Note: This removes all printers and scanners—including their print jobs and settings—from Printers & Scanners preferences.

• Choose Apple menu > System Preferences, then click Printers & Scanners.
• While holding down the Control key on your keyboard, click anywhere in the list of devices.
• Choose “Reset printing system” from the menu that appears:

             

• Restart the MAC
• Add the printer again to the MAC
• Click the Apple menu, and then click System Preferences.
• Click Printers & Scanners or Print & Scan.
• Click the plus sign, click Add Printer or Scanner, click the name of your printer.
• Click the Use or Print Using menu, then select the name of your printer.

           ( For printers connected on Wireless select AirPrint or Secure Airprint)

• Click Add to add the printer to the list.
• Try to scan again using the wireless.