OfficeJet 3831 only scans when it feels like it, also HP says warranty is expired after 1 year??

[Dani666]

D´day! 🙂

My OfficeJet 3831 is connected via cable. It prints fine most of the time (don´t get me started) but I frequently get the message (in HP Smart) that it cannot scan right now, even though I have scanned something 5 minutes earlier. What is happening here? (Please don´t tell me I need to un- and reinstall everything, I have done that a million times already.) I can work around this by scanning with Windows Fax & Scan, but that is a pain in the butt.

The other issue I have is that the website says my warranty is expired - I bought the device in March 2020 and it says the warranty expired in March 2021. That is incorrect, warranty in Germany is TWO years, not one. I have filed a complaint on 15 Jan 2022 about this but have still not heard back. This is ultra frustrating and I am inclined to not buy HP again in the future. Other companies have a much better customer service. Rant over (apologies).

I´d be grateful for any tips on how to deal with either of these issues.

Thank you for your help and best wishes, Dani

[Jay_G24 · Accepted solution]

Hi @Dani666,

I'd like to help!

I understand you're unable to scan intermittently

I'd recommend you install HP Easy Start on your computer and use HP Scan to scan from the computer -

Here is a link to download the drivers -https://support.hp.com/us-en/drivers/selfservice/hp-officejet-3830-all-in-one-printer-series/717232... ( under the software-utility tab)

To escalate your warranty issue, please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Hope this helps! Keep me posted. 

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