HP OfficeJet 3830 Scanner Not Working

[DenverPrinter70]

Tried to simply scan something as I always do, but today I get an error message telling me my HP Office Jet 3830 Printer/Scanner is not online.  It is online.  My internet is working.  I even connected my laptop to it with a cable...and nothing.  I get an ongoing error message.  Is this HP's way of trying to get me to buy a new product?  If so, nope!  This printer is in great condition, I only use HP cartridges and it always prints and scans except every now and then there is a scanning issue.  Can this be fixed?  It's online and connected to Wi-Fi that works as well as is connected by a HDMI cable to my MacBook Pro laptop.

[sandytechy20]

@DenverPrinter70

Welcome to the HP support community.

I understand that your printer is showing offline, I am glad to assist you.

I'd like to know the following to isolate the issue further-

1.) Are the printer and Mac connected to the same network?

2.) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? If yes, make sure the dual band has different SSIDs for 2.4G and 5G networks.

3.) What is the distance between the router and the printer?

4.) Is there antivirus software installed on your Mac?

5.) Could you perform a ping test and let me know the results? Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display.

Perform a ping test to check the connectivity

1. Click Applications > Utilities > Terminal.
2. type ping "IP address" and press enter

Wait until 10 pings have been performed and then press ctrl c on the keyboard and hit return. 

The results will appear.

Share the ping test results.

The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue. You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot. Press the space bar when the icon turns into a camera. Share the ping test results and the screenshot with us.

Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'.  Bonjour locates devices such as printers, other computers, and the services that those devices offer on a local network using multicast Domain Name System (mDNS) service records. The software comes built-in with Apple's macOS and iOS operating systems. 

Keep me posted.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several.

Cheers.