Scanner won't connect to computer

[xlis]

My OfficeJet 3831 cannot connect to the computer when I try to scan from the front panel. It shows my computer's name to choose, it shows "Save to PDF, Save to JPG, Email to PDF, Email to JPG"  to choose from, after that it shows the connecting message, on the computer shows "Preparing to scan" as well, and then it comes this msg on the frontpanel:

x Scan Unsucessful. One or more of the following problems has prevented the scan from being completed:

• The connection to the computer das been lost.

• The scan application on the computer is currently in use.

• An OCR application is not installed on the computer.

Check the computer for more information.

Both laptop and printer are connected to the same wireless network. The front panel shows my IP and my network name on "Wireless". For the computer to connect to the printer through HP Utility is also unstable but it can find the printer. It shows first: "Unable to communicate with the selected device. It may have been turned off, or otherwise disconnected."  Same happens on first trial to print a document - which usually resolves turning the printer off and on again. However my only option to scan a document is to use the HP Easy Scan, that only gives me the option of using the Automatic Document Feeder - which does not result on same quality and won't support documents that cannot pass through the feeder. 

Happy with any input.

[Kumar0307]

Hi @xlis

Welcome to the HP Support Community. I'd be happy to assist you.

Do you have an anti-virus program installed on the MAC?

For now, let us try these steps to resolve this issue:

Update the printer firmware

On the printer, go to Setup > Tools > Update the printer > Check now

Click here to know different methods of updating printer firmware.

Also, check for any software updates on MAC

Click the Apple icon > About This Mac > Software Update and install any available update.

Let us check the connectivity by performing a PING test

1. Obtain the IP address of the printer by clicking on the Wireless icon on the printer
2. On the MAC Go to Spotlight > search for Network utility > select Ping tab > enter the IP address of the printer in the box
3. Check the second box that says Send only > 10 pings
4. Click on ping > Check the results at the end if any packets are lost
5. Note: There should be 0% packet loss, share the results in your next post.

If 0% loss, then proceed to the next step.

1.) On your Mac, click Finder, click Applications, click the Hewlett-Packard or HP folder, then double-click HP Utility. (If HP Utility is not available, download and install the printer essential software from here) 

2.) Under Scan Settings, click Scan to Computer, then make sure the Enable Scan to Computer check box is selected.

Hope this helps! Keep me posted. 

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