HP3830 Scanner OFFLINE

[rhampong]

Set up as WIFI. My printer prints. Scanner can only print using HPsmart software. When using Windows scan and fax , the scanner is not there. Devices and printers shows  the scanner as offline. At one time it did work from Windows scan and fax. Ran SFC /scannow  and CHKdsk /r.  Repaired whatever was corrupted but no effect.

Any ideas ?

[Dragon-Fur · Accepted solution]

@rhampong 

Welcome to the HP Community --

I admit I stopped using the "Doctor" software a long time ago -- I do remember it would sometimes add one or more queues to get around one issue or another.

Were it mine to do, I might uninstall the printer software from Programs and Features > Restart the computer > and start over, that is, install a fresh copy of the full driver printer software.

If you were to go this route, you'd also want to remove the "copy" queue(s) as well before installing the printer software.  If you are using Windows 10, these might show up in Control Panel > icon view > Devices and Printers.

Windows 11?  Check in Settings > (Bluetooth & devices >) Printers & scanners

Another change I'd make is to set the printer with its own manual / static IP address.

Connect the printer to the SSID named network -- and frequency / band -- you want it to use.

Reminder: 

Wireless

802.11 b/g/n – 2.4-GHz networks only

Assigning a manual / static IP address can help stabilize the connection.

NOTE

If you do make network changes, the printer will drop off the EWS (details later in this message) briefly while the settings are changed.  Wait about 30 seconds and open a new EWS session to check your changes.

=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=

Uninstall printer software / references to the printer software from Programs and Features.

Restart the computer and log in,.

Details Page - Driver - For your Printer

>>> Full Feature Software - Web Pack Installation Package - Information - Download / Save / (then) Install <<<

HP OfficeJet 3830 series Print and Scan Driver and Accessories 

When asked, opt for the Full Driver to be installed.

After the software is installed, Restart the computer and sign in. 

=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=

What else?

If you cannot or will not uninstall / reinstall the full driver printer software for any reason, you can try to patch in a change by selecting a working queue in Windows Fax and Scan.

Note
In general, selecting a different printer / queue might work for several of the scan app / program methods you might be using.

Open the Fax and Scan Profile and select a different printer / queue.

General Example - Fax and Scan - Tif Scan Set

Step 3 > Scanner

(Ignore parts that are not relevant to your Profile setup)

Fax_and_Scan_Tif_Scan_Set_1

=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=

Reference -

Wireless Troubleshooting

 Troubleshoot a Wi-Fi connection to an HP printer 

 HP Printers - Using a Wireless Network Test Report

Dual Band Network - Considerations

Reminders 

Do not ignore your router --

A router that is weak, outdated, poorly located, or incorrectly configured can cause all sorts of odd network behavior issues.

If the printer supports it, connecting using Ethernet is generally a better choice.

Wireless

Some printers, particularly older models, only support Wireless at 2.4GHz

Some printers support Wireless at both 5GHz and 2.4GHz – but not at the same time

Regardless, if the printer won't work or cannot connect to your 5GHz SSID named network, connect to the 2.4GHz network.

If you are running a Dual Band Network,

 Check that the router is set up to broadcast all frequencies it supports.

Next,

If your router supports it,

On your router:

 Create a separate SSID named network for each frequency supported by the router

 What?  Create one SSID named network for 5GHz and one SSID named network for 2.4GHz

and

 Connect the printer to the SSID named network on the frequency / band you want it to use.

In general,

• 2.4GHz is less fussy about obstacles and supports a longer distance (separation) between router and device (printer)
• 5GHz is faster

=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=

Example – EWS – IPv4

EWS > HP Document / How-to

Use the HP printer Embedded Web Server (EWS)

NOTE:  Find printer IP address

Section Open the EWS over a local network orientation

Ethernet

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Tab Network > Wired (802.3) > IPv4 Configuration

Wireless

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Tab Network > Wireless (802.11) > IPv4 Configuration

As Available:

Tab Network > Wireless (802.11) > Advanced

Network Interface on / off, Network SSID name, Security Settings, Passphrase / Password

Select and connect to the correct SSID / network name for the bandwidth you are using.

Note:   It is not mandatory that you use a manual / static IP address.  Doing so can improve stability.

Example “Alternate” EWS format (new printers)

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Section Network > Primary Ethernet > Check / Adjust Status and other tabs...

=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=

References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Alerts, Troubleshooting, Ink & Paper, HP Software / Drivers / Firmware Updates , Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open 

 Product Home - Printers

 Enter the device type and model name of your HP product

OR

 Select a saved product from HP Account Dashboard

OR

HP OfficeJet 3830 All-in-One Printer series  

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"

[rhampong]

Thanks for comprehensive suggestions.  My printer is already set with a static  Ip and router  is new.

I think I will try the uninstall method .

Thanks

[rhampong]

OK. I think some how, the printer setup was messed up.

- I uninstalled the HPsmart app from Add or Remove Programs.

- Removed all instances relevant to HP device ie.  of HP printer or HP scanner

- Reinstalled Hp smart  and proceeded to add printer

-Searching for printer failed (even though it was not reset and still presumably still connected to my WIFI)

-Luckily I add previously set up the printer with a static IP , so adding the printer using the IP address worked

-So now in Printers and Scanners, only the HP printer showed up (online).  The scanner portion never showed up as a scanner.

- But scanning works from HPSmart and the Windows Scan and Fax program.

-Issue resolved

Thanks

[Dragon-Fur]

@rhampong 

You are welcome.

It sounds like things are "not quite right" -- even so, if you can work and move on, then "all good".

It can be looked at again later if you have issues you cannot resolve.

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"

[rhampong]

Actually  the scanner part of the printer maybe is not supposed to show up in Printers and  Scanners ( makes little sense for printer  part to be online and scanner part to be offline).

So I would say that everything most probably works as  should.

[Dragon-Fur]

@rhampong 

Sure - it's possible for printing to work and scanning to be tangled.

That said, your printer and your rules.

All good.

Happy printing and Scanning.

🙂

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"