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Robert M.
Robert M., Consultant
Category: Printers
Satisfied Customers: 9006
Experience:  30+ yrs. experience in NYC computer industry working with PC and networks, banks, brokerage, legal etc.
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I have a Brother MFC 8710-DW printer. The scanning feature,

Customer Question

I have a Brother MFC 8710-DW printer. The scanning feature, which has been working fine for a long time, now is malfunctioning, in that it doesn't fully scan the entire page. How can I get the problem fixed?
Submitted: 1 year ago.
Category: Printers
Expert:  Jason Jones replied 1 year ago.

Hello,

I am the person that will be helping you today.

May I ask how the printer is connected to your system? (usb, wifi, network, etc)

I look forward to your response.

Thank you,
Jason

Customer: replied 1 year ago.
USB
Expert:  Jason Jones replied 1 year ago.

Thank you for the update.

May I start a remote screen sharing session with you so that I can better help you resolve this problem?

When the remote begins, a chat window will appear that we can use to communicate with each other.

Customer: replied 1 year ago.
Expert:  Jason Jones replied 1 year ago.

After you click the "Accept this offer" button for the remote service, the remote link will be posted here.

Customer: replied 1 year ago.
I am not agreeing to pay another $45. Can you help me, or not?
Expert:  Jason Jones replied 1 year ago.

I can help you. I am sorry for the confusion. For the remote session, there is an additional charge.

Customer: replied 1 year ago.
I am not willing to pay the additional charge. This entire process strikes me as a scam, with each step requiring an additional payment. Can you help me without a remote session, or not?.
Expert:  Jason Jones replied 1 year ago.

That would be the last charge. Helping without the remote session will not be possible for me.

I have run out of ideas.

For this reason, I am opting out of the question and allowing another expert the chance to help.

The next expert will see all that is on this page, so there will be no need to repeat anything.

When another expert picks this up, you will be notified by email.

Thank you for your patience.

- Jason

Customer: replied 1 year ago.
What ideas? You never expressed any ideas.
Expert:  Robert M. replied 1 year ago.

there are 2 possibilities.

A. the scanner is broken and the arm wont move across fully

B. you have it set to scan a smaller size page than you are putting on the scanner

For A there is nothing you can do but repair it or get a new one

for B. there are a few things that you can look at

1. Does it make a full sized copy if you do the copy direct from the printer.

2. In your scanning program check the setting for page size.