No image being saved on scans - OfficeJet 3835

[shridd]

Trying to scan pictures and save as .JPG format BUT some pictures don't seem to save dependent on resolution chosen but no error or other message given...

Preview shows scanned image...

Area, resolution and colour/greyscale/b/w options for scan chosen ... and scan run...

Scanner goes through motions... and seems to work...

BUT no picture saved and no 'View/Close' boxes shown

Examples:

1 colour picture (mainly in tones of purple), A4 size, 1200dpi - doesn't create file...  but change resolution to 600dpi and works fine.

1 multicolour picture (mainly blues, greens, ortanges and black), A4, 600dpi and 300dpi - won't create file... but will at 200dpi....

As I wish to create h-res pics this is VERY poor - and never had this problem with Brother (did up to 2400dpi) or Canon MFP devices)....

Any advice as to how to get this resolved, please??

Ta

Steve

[Jeet_singh · Accepted solution]

@shridd,

Welcome to HP Support Community,

Let's run HP Print and Scan Doctor: 

If you are facing any issue while using the printer then try using HP Print and Scan Doctor (PSDR). PSDR is an automated tool which can diagnose and resolve printing and scanning problems. Please go to this link: HP Printers - Using HP Print and Scan Doctor (Windows)  to download and run HP PSDR. Once you open the program, select your printer and click on “Fix Printing” to automatically diagnose and fix the issue.

I suggest you uninstall the printer drivers from the root level and then reinstall them by following the below steps:

• Press “Windows key” + “r” to get the “Run” window.
• Type "services.msc" to get Services – Go to “Print spooler” – Right-click and “Stop” the service.
• Now again open "Run" - Type “spool” and OK - Go to PRINTERS folder - delete everything in that folder.
• Go to services again - Start the print spooler.
• Now check for issue resolution.
• If the issue persists, also try clean installing the printer drivers. Here are the steps:
• First, unplug the USB cable from the printer if present.
• Go to Control panel – Programs and feature – Select all the HP OfficeJet printer entries and uninstall them.
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
• Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.
• Please click here to download and install the software.
• Connect the USB cable if prompted and follow the on-screen instructions to complete the installation.

Alternatively, In Windows 10, you can either use HP Scan and Capture app or you can download and install HP smart app for Windows 10. 

Scan in Windows 8 and Windows 10 using the HP Scan and Capture app. The free app is available in the Windows Store.

1. Install HP Scan and Capture (in English) from the Windows Store.

2. Place the item you want to scan on the scanner glass or load it into the document feeder.

3. Open Start, and then click HP Scan and Capture.

4. Click the menu  icon, and then select Settings.

5. Click Select Device.

6. Select your HP printer.

7. Click Photo Scan Options to change any settings, and then click the back arrow.

8. Click outside the Settings menu, and then click Capture Photos.

9. Click Save.

   A window opens to save to a folder on your computer.

Alternatively, you can also try this - HP Printers - Using the HP Smart App (Windows 10)

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[shridd]

Many thanks for your response and I'll certainly try those suggestions out asap.

Steve

[Jeet_singh]

@shridd,

Please take your time and get back to me with the results,
 
I'll be awaiting your response and would be glad to help.
 
Feel free to post your query for any other assistance as well,
It's been a pleasure interacting with you and I hope you have a good day ahead.
 
If you wish to show appreciation for my efforts, mark my post as Accepted Solution.
And click on the Purple Thumbs up icon at the bottom of my comment. 

Regards,

[shridd]

Managed to find time - eventually - to try out your suggestions...

I took the 2nd option and all appears fine!

Many thanks for your help

Steve 

[Jeet_singh]

@shridd,

I'm glad you got this issue sorted out.

Do visit our HP Forums and drop us a message anytime you need help.

Thank you 😀