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Hi, thank you for contacting JustAnswer.com. My name is Russell. I will do my best to provide the right answer to your question.
I trust you are aware that there is a 'shipping lock' on some scanners, where by throwing a switch on the scanner, you can lock the scanner bar inside the scanner, so that if moved or shipped, the scanner bar will not move around or get damaged.
Have you checked that switch, on the scanner?
If you say the unit is not locked, I believe you. It should be obvious enough.
But, have you checked the lock switch, by pushing it to the ON or Locked position, then back to the unlocked position? this should be tried at least once.
I feel I am not making progress with this case. With apologies, I am Opting Out of this case, opening it to any other Expert who might take it up, and do better with it. Thanks for your patience meanwhile.
Hi there and welcome
Connect it please to a different USB port on the computer
Does it then scan?
Please let me know
Do you have another computer available there so we can connect it to and test with this?
ok, open MSPaint in windows, then click on File, Scan
Does it scan there?
connect with a different cable please directly to the computer (not via a scanner)
Any change then?
It is the lock sensor that has faulted, this is the only cause left
I am really sorry about this and you are going to have to return the scanner to have it replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.
I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.
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