OfficeJet 3831 prints but does't scan

[PilotaFulmine]

Hi, I have an HP OfficeJet 3831 and windows 7 64 bit. The printer has always worked perfectly but from 5 days it has scanned half the sheet and has no longer worked. It gave error, did not detect the pc, etc.
I completely uninstalled the HP software and reinstalled again, redone the new connection via usb. Now the pc sees the printer, inks; prints perfectly and nothing to scan. If I try with hp scan nothing opens, ditto if I go inside the full app.
What to do? is the printer damaged? because now he sees it so it seems strange that the scan part is missing but everything else works perfectly
Thanks

[Dragon-Fur · Accepted solution]

@PilotaFulmine 

In general, I know little enough about Windows 7 after all this time as to make what I did know worthless.

In other words, I can offer one idea...

The Full Feature Software / Print and Scan Driver for Windows (Windows 7 included):

HP OfficeJet 3830 series Print and Scan Driver and Accessories

Assuming the Full Feature Software is installed and functional, the following might help the "scan" part...

Note: 

Strictly speaking, this auxiliary software is older than your printer software.  It's use should not be necessary.  That said, the software is compatible with Windows 7, and although the Scan Extended software is dependent on the Full Feature Software, HP Scan Extended will not interfere with your Full Feature Software.

HP Scan Extended

• Download-Save-Install >  HP Scan Extended 
• HPSE is a subset an older Full Feature Software suite. 
• HPSE features are very similar to the HP Scan Software released after 2015.
• Although HPSE appears to be a separate software, HPSE is dependent on the infrastructure provided by the Full Feature Software.  The Full Feature Software for your printer should be installed before installing and using HPSE.
• OPTIONAL:  Add HP Scan Extended shortcut to Taskbar / Send to Desktop / Pin to Start
  • Open File Explorer > Navigate to C:\Program Files (x86)\HP\HP Scan Extended\bin
  • Right-Click HPScan.exe > Select Pin to Taskbar / Send to Desktop / Pin to Start

• HP Scan Extended features include (and are not limited to): Single, Multiple scans, Image and PDF scans, Email as PDF / JPEG, Source selection, Page Size choices include Auto-Detect (extracts image / document boundary).  May include OCR (Save as Editable Text).

Reference and Resources – (More) Places to find help, solve problems, and learn how to use your Printer

Printer Homepage – “Things that are your printer”

NOTE:  Content depends on device type and Operating System

Categories:  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, User Guides / Manuals, Product Information (Specifications), more

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

HP OfficeJet 3831 All-in-One Printer

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[PilotaFulmine]

hi, I tried with 'hp scan extended' and everything started working again. Now also scan with full HP software! I don't know if it's thanks to 'extended' but everything works. Thanks a lot for the support

[Dragon-Fur]

@PilotaFulmine 

You are welcome.

The HPSE is nice software - while it is dependent on having the Full Feature Software installed, the program is called from its own shortcut (not from within the Printer Assistant shortcut icon named for the printer).   I would guess that loading HPSE also reloaded a library or other file that the regular printer software had lost but also uses - nice - so now both programs work.  

HPSE does provide some nice features and options that were not always available in the older print drivers.  For example, "Auto Detect Size" (detect boundaries) is fairly common in new printer software, (but) this was not always the case.  The "detect" option allows you to place several photos on the printer glass and then scan each as a separate image.

 

Happy Scanning!

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We are a world community of volunteers dedicated to supporting HP technology