My Office Jet 3830 Prints but Won's Scan

[DebbyC1]

The printer works fine when documents are sent to print from my computer.  However, the HP Smart App won't find my printer (even using the IP address) so I can scan.  The printer is on WiFi (and again works fine when printing) so why won't Smart App find my printer so I can scan documents?  I'd appreciate any help as I'm ready to take a sledge hammer to my HP product and buy something else.

[banhien]

@DebbyC1 

Please use the following software to scan

                      https://ftp.hp.com/pub/scanners/HPScanExt/HPScanExt.msi

Once it's downloaded and installed, for Windows 10:

   (a) Hit Win key,
   (b) Scroll down to HP group/folder,
   (c) Double click "HP Scan Extended"

You can put a shortcut on Taskbar or Desktop

Regards.

[Dragon-Fur]

@DebbyC1 

Welcome to the HP User Community.

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@DebbyC1 wrote:

The printer works fine when documents are sent to print from my computer. 

However, the HP Smart App won't find my printer (even using the IP address) so I can scan. 

The printer is on WiFi (and again works fine when printing) so why won't Smart App find my printer so I can scan documents? 

I'd appreciate any help as I'm ready to take a sledge hammer to my HP product and buy something else.

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If you have not already done so,

Install the Full Feature Software / full driver printer software.

Full Driver includes HP Scan

Example - HP Scan - Main Menu

9025_HP_Scan_Menu_PDF_89025_HP_Scan_Menu_PDF_More_Destination_6

Details / How-to

===========================================================

>>> Check / Install the Full Feature Software / full driver printer software

The full driver provides the foundation on which other programs and printing software depend.

The driver includes HP Scan – HP Scan supports scanning / saving / printing your scan content.

Preparation

If you have not done so,

In addition to the HP Smart application,

Install the Full Feature Software / full driver printer software for the printer.

HP Smart and other print software / applications benefit from having the full driver installed.

Make sure your VPN is switched Off when installing the HP Smart application or the printer software.

Printer Software Check - Is the printer software installed?

Notes

When the full driver printer software is installed,

Find the printer software listed in Control Panel > icon view > Programs and Features.

The installation of the full printer software adds two shortcut icons to the Desktop.

The Printer Assistant is named for the printer and provides access to Print , Scan , and Tools

HP Scan is named for itself and provides a direct call to the HP Scan software.

Programs_and_Features_Printer_Desktop_Icons_6

Next...

Printer software installed and  listed >> (If) Software is out of date or is not working

NOTE:  If the printer software shows installed but is not working as expected, remove and reload the software.

NOTE:  Windows 11

Windows Start > Search for Control Panel and open

Uninstall the printer software from Control Panel > icon view > Programs and Features

Restart the computer and log in

What if?

If software will not uninstall, appears to be removed and is “still hanging around” after you uninstall / Restart...

Microsoft:  Fix problems that block programs from being installed or removed

OR

Revo Uninstaller (Free version)

then

Restart the computer and log in

Reminder:  If using USB, disconnect the USB printer cable between the printer and the computer before installing software.  (Re)Connect the USB cable when instructed to do so near the end of the installation procedure.

===============================================================

Next,

Install a fresh copy of the Full Feature Software / Full Driver printer software

Restart the computer and log in

========================================================

Printer Software

Installation package - Information and Download

HP Easy Start Printer Setup Software 

Basic Instructions - Install the Full Feature Software / Full Driver printer software

Preparation

• If the printer software is still / already installed, Uninstall the printer software  from Control Panel > icon view > Programs and Features > Restart the computer and log in – Reference Uninstall HP printer software and drivers

After the printer software is uninstalled, check that the printer is not still lurking in Devices and Printers. 

 If the printer is listed, Right-Click on the printer and "Remove" > Restart the computer and sign in.

• If using VPN, shut it off to install software.  NOTE >> If you don’t know what this is, you are not using a VPN – ignore this part.

• Reminder:  If using USB cable between printer and computer, disconnect the cable before installing software.  Later... Connect the cable when instructed (near the end of the installation procedure).

• Observation:  It is possible (assuming your Wireless Network is stable) that using a Wireless connection to install the printer software might work better than using an Ethernet Connection.   Personal choice - the Wireless connection method is recommended when you face insurmountable issues installing the software.

Installation

• Download and Save the Full Feature Software installation package or the Easy Start Software
• Open File Explorer
• Navigate to the folder in which you saved the installation file  (likely Downloads)
• Right-Click on the installation package and “Run as Administrator”
• After the software is installed, Restart the computer and log in

If using Easy Start

• Skip any extra software / offers you do not want – Wording varies as does the number of times you have to “skip” or opt-out of various options.
• When asked, opt for "Full Software and Drivers" (exact wording might vary).

Easy_Start_Full_Driver_2

• If, after the Full Software and Drivers option is selected, the installation terminates (suddenly stops and disappears – never comes back): Open your Downloads folder > Look for and Right-Click on the full Web installation package and “Run as Administrator”

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Next,

If HP Smart is not yet installed,

OR

If you uninstalled the application,

Optionally,

 Get / Install a new copy of the HP Smart application from the Microsoft Store

NOTE:

If the application is already installed but not working correctly,

before you uninstall it from Settings > Apps > Apps and Features

Optionally try to fix the installed application.

Note:  Make sure VPN is switched OFF when repairing or installing applications.

Open Settings > Apps > Apps & Features

Scroll down, find HP Smart

Windows 10 > Right-Click on the app > Advanced options

Windows 11 > Click on 3-vertical dots > Advanced options

Section Reset > Select Reset

“If this app still isn’t working right, reset it.  The app’s data will be deleted.”

HP_Smart_W10_Apps-and-Features_ Reset_1

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Details - HP Smart - Windows

>>> Open and Read >>> HP printer setup (HP Smart app)

NOTES: 

• Read FAQ -  including - What are the requirements to set up a printer using the HP Smart app?

• Disconnect from Virtual Private Network (VPN) connection before downloading.

• Turn on Wi-Fi on your computer or mobile device and connect to your network. If the computer is connected to the network with an Ethernet cable, temporarily disconnect the cable and use the Wi-Fi connection during the setup.

• Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.  Source: How to scan with an HP printer > FAQ > Why can't I connect my wireless printer or scan over the network?

• HP Smart requires that you sign into the application using your HP Account credentials.

• When working through a browser to access HP Smart, be sure you have Cookies enabled.  If cookies are enabled and you are having trouble, clear Cache and Cookies.   And / Or … Try a different browser – assign that browser as the Default. (Note:  Chrome not working?  Use / Assign a different default browser.)

• Where possible, HP Smart benefits (likes) having the Full Feature Software / full driver printer software installed.  For example, full driver provides access to Shortcuts and Printing Preferences.

• Document includes the HP Smart application download links for Windows and Mobile devices, plus an FAQ section to assist with questions / issues.
  •  FAQ examples: 
    • What are the requirements to use the HP Smart app?
    • Which printers are compatible with the HP Smart app?
    • Why do I need to sign in or create an account to use the HP Smart app features?
    • Which languages does the HP Smart app support?
  • Older versions of the HP Smart app no longer support the required login feature.
  • Update the application to the latest version to access / use HP Smart

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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, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), Supplies, and more

Open

HP OfficeJet 3830 All-in-One Printer series 

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