HP OfficeJet 3830 feeds 8.5 x 14 but does not scan via HP Scan, only 8.5 x 11 works.

[Bob1218]

Hello, I am inquiring this on behalf of a client who has an OfficeJet 3830 printer.

If he attempts to use the HP Scan tool to scan a 8.5x14 to PDF or as an image via the top feeder, the paper feeds through and the HP Scan program will say that it is scanning, but once it is complete, there is no preview shown, nor does it look like it scanned anything.

The only way that I have gotten this to work was by using the Windows Fax and Scan utility, scanned it and saved it as a PNG file.

The following steps have been taken to trouble-shoot this:

-Utilized HP Scan Doctor

-Updated firmware to the latest version

-Uninstalled and reinstalled drivers

-Used "Scan Entire Area" "Detect Page Content" "8.5 x 14" options and also set a custom page range of 8.5 x 14 within the HP Scan tool.

-Scan to PDF and Scan as an Image does not work.

-Adjusting the actual paper size to 8.5 x 11 dimensions before feeding it through will work

-Choosing "Document Feeder if detected" option.

-Advised client to check the page markers on the feeder for any possible 8.5 x 14 options but he says there isn't any.

[Betty0610 · Accepted solution]

@Bob1218

Welcome to the HP Forums 🙂 I would like to take a moment and thank you for using this forum, it is a great place to find answers. 

Let's try to do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.)  Open up the run command with the "Windows key + R" key combo.

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Bob1218]

Thanks. Once I completely removed the driver using the steps provided, 8.5x14 legal size scanning started to work as intended.

[Betty0610]

@Bob1218

I'm glad to hear that and you're most welcome. Do get back to us in future for further assistance.

Have a nice day!:)