HP 3830 scans letter or legal paper, but the document size of the PDF is larger

[dnap911]

When I scan a document using the HP Smart app and select the appropriate paper size (letter or legal) the document size of the PDF is not the letter or legal size when I open the PDF and attempt to print it actual size.   When I open the PDF of the scans (in Adobe Reader or Acrobat Pro) the document sizes are changed as follows:  a scan of a letter sheet becomes 34.33 x 26.5 in and scan of a legal sheet becomes 43.33 x 26.5 in.

This is a scanning problem that has started occurring in the past few weeks.  I checked scans that were created before May 1 and they all reflect the actual document sizes when you open the PDF's.

I am set up to print/ scan wirelessly.  I believe the HP Smart software was updated recently to add enhanced features, but I do not recall if that was when the scanning problem started or not.

How can I ensure the scanned document size does not change?  I cannot find any settings in the HP Smart app or in the printer settings that would be causing it to change and I am not sure why it is happening all of a sudden.

I have tried uninstalling and reinstalling the printer.  I also tried resetting the HP Smart app and set up the printer again as if it were new.

Any help would be appreciated!

[greenturtle · Accepted solution]

Hi,

Thanks for using the HP Support Community.

Can you download and install the FULL featured printer software from HP for your operating system:
https://support.hp.com/sg-en/drivers/selfservice/swdetails/hp-officejet-3830-all-in-one-printer-seri...

Once you have downloaded and installed the FULL feature software, you will be able to print and scan.

Hope that helps.

[dnap911]

I downloaded the full software package and it came with the HP Scan software.  I am able to scan using this software and it retains the page sizes that are scanned.  It also has the ability to save scan shortcuts, which is a nice feature.

I'm guessing the original issue must have been with the HP Smart software.  It would be great if there was a fix for that software to address the problem because it is clear the problem does not occur using the HP Scan software.

The HP Scan software is a good alternative and addresses the problem.

Thank you for the recommendation!

[greenturtle]

HI @dnap911 

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

Have a nice day!

[kaneshir0]

i have the exact same issue. 

I understand installing the full software will work as mentioned, but it doesn't explain why this happen out of nowhere.

I have high profile users that have adapted to HP Smart -  all working just fine until recent. 

I just hope someone can give you a better solution than a workaround. 

Have a good day.