Unable to scan from my OfficeJet 3830 printer to my laptop

[JEM914]

I have a new HP OfficeJet 3830  that will not scan to my laptop. I can print from my laptop to the printer with no issues.  I am not able to copy or scan using the control panel on the printer.  I can, however, activate a scan through the scan application on my laptop. The error messages I receive when trying to use the scanner are: The connection to the computer has been lost.The scan application on the computer is currently in use. An OCR application is not installed. Scan unsuccessful-make sure scan software installed & configured on your computer.  Check the computer for more information.   I ran the diagnostic scan and it revealed Driver error Scanner. 

How can I fix this?  When I first installed the printer, I was able to use the scan function on the printer and now it no longer is working. 

[Betty0610]

@JEM914

Welcome to the HP Support Community.

Reset the printer to clear certain error states, and then check the power source to make sure the printer is getting enough power to operate the copier.

1. With the printer turned on, disconnect the power cord from the printer, disconnect the power cord from the power source, and then wait 30 seconds.

2. If you are using a power strip or multi-plug adapter, connect the cord directly to a wall outlet to ensure the printer is getting enough power.

3. Reconnect the power cord to the printer, and then try making a copy.

   • If the issue persists, connect the printer to a different wall outlet to determine if the original outlet is causing the issue.

   • If the issue persists using a different wall outlet, partially lift the scanner lid, and then press the Copy button or icon. If the scanner light does not illuminate or move across the glass,it could be hardware issue.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[JEM914]

I followed the instructions provided.  The copy feature is now working.  However, the scan feature is still not working.  The messages I received are: 1)I need to make sure that the scan feature is enabled.  2)Make sure that the scanning software has been installed and configured on your computer. Does this mean that it's a hardware issue with my computer?   Thank you.

[Cal_er8]

No scanners were detected.

[JEM914]

Yes.  No scanners were detected.

[Betty0610]

@JEM914 @Cal_er8

Let's run the HP Print and Scan Doctor:

Use this link for details on using the HP Print and Scan doctor: https://hp.care/2JyaC93

If the issue persists, let's do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.)  Open up the run command with the "Windows key + R" key combo.

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!