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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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‎05-18-2020 01:55 PM

HP Recommended
Product: OfficeJet3830
Operating System: macOS 10.15 Catalina

While I am going through the prompts on the touch screen to complete a scan of a document, my OfficeJet will quit the procedure and immediately notify me it is entering sleep mode with a countdown. If I hit cancel and return to my touchscreen, I can maybe get through one more step before this happens again, or it may immediately cancel me out and again go to the countdown that it is entering sleep mode. I even had it quit in the middle of a scan and enter sleep mode without the countdown warning. It's making it very difficult to even finish a scanning project, especially if it is multiple pages that need to be placed on the glass rather than the feeder. Which reminds me, I have not read into this problem using the feeder. It just came up in the last few days. 

3 REPLIES 3

‎05-24-2020 06:59 AM - edited ‎05-24-2020 07:01 AM

HP Recommended

Hi @ChiroWayMF

 

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

 

Due to the current global COVID-19 situation, we're seeing an influx of customers coming in for support. We appreciate your patience.

 

Let's try a power reset on the printer

 

Reset the product

  • With the printer turned on, disconnect the power cord from the rear of the printer.
  • Unplug the power cord from the wall outlet.
  • Wait at least 60 seconds.
  • Plug the power cord back into the wall outlet.
  • Reconnect the power cord to the printer.
  • Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

  Try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware

 

If the issue persists, Try the reset steps I have sent in a private message.

 

Hope this helps! Keep me posted. 

 

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!

 

Have a great day! 

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‎05-26-2020 07:18 AM

HP Recommended

I'm not sure I can call these suggestions solutions. The power down did not work, so I tried the re-set instructions you sent in PM. This made me have to totally re-install the printer on set-up and now I have two device profiles set up on my MacBook for the same printer. Maybe a heads up that this would be part of your "solution" next time you suggest something. 

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‎05-31-2020 10:12 AM

HP Recommended

@ChiroWayMF

 

You can remove the printer which was previously installed and continue using the one installed now.

 

Hope this helps!

TEJ1602
I am an HP Employee

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