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Shefin
Shefin, Printer and Office Equip. Specialist
Category: Printers
Satisfied Customers: 5160
Experience:  Working as tech support specialist with a worldwide computer manufacturer.
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My Canon MX870 feeds docs to copy but not to scan...

Customer Question

Hi My Canon MX870 feeds docs to copy but not to scan...
Submitted: 1 year ago.
Category: Printers
Expert:  Shefin replied 1 year ago.

Hello!

Thank you for your question. I am Shefin and I look forward to helping you with your issue today.

Please let me know the operating system (E.g. Windows 7, Mac OS X 10.7) and connection type (USB or wireless), so that I can assist you better.

Thank you.
S H E F I N

Customer: replied 1 year ago.
This is an aluminum Mac mid 2010 running OS X El Capitan
Expert:  Shefin replied 1 year ago.

Hi,

Please download and install the below drivers for your printer.

Scanner driver : http://www.canon-europe.com/support/consumer_products/products/fax__multifunctionals/inkjet/pixma_mx_series/pixma_mx870.aspx?type=drivers&driverdetailid=tcm:13-959316&os=OS%20X%2010.11%20%28El%20Capitan%29&language=EN

ICA driver : http://www.canon-europe.com/support/consumer_products/products/fax__multifunctionals/inkjet/pixma_mx_series/pixma_mx870.aspx?type=drivers&driverdetailid=tcm:13-1250726&os=OS%20X%2010.11%20%28El%20Capitan%29&language=EN

If still the scanning does not work, try Image Capture to scan.

If the issue persists, or you have any questions, please be back and let me know.

If you appreciate my service, please rate it EXCELLENT by clicking the EXCELLENT (5 Stars) and Submit. My goal is to provide you with excellent service – if you feel you have gotten anything less, please reply back, I am happy to address follow-up questions. Thank you for your business!

Thank you!
S H E F I N

Customer: replied 1 year ago.
Installing the two additional drivers doesn't seem to make any change.. when the image capture window opens after I set the machine to scan and press the black button it reads "no devices connected "
Expert:  Shefin replied 1 year ago.

Hi,

  1. Choose System Preferences from the Apple menu.
  2. Choose Printers & Scanners.
  3. Hold down the Control key as you click in the list at the left, then choose “Reset printing system” from the menu that appears.
  4. Then, click the + (plus sign that you see on the print & scan window, and not on the keyboard) sign to add printer. Select your printer from the list.

    Note : Make sure that you are resetting the printing system before adding the printer.

Let me know if the issue persists.

Thank you.

S H E F I N

Customer: replied 1 year ago.
Ok. getting nowhere here ... I did the reset and added my printers back, then tried a feed and then for the first time i noticed a checkbox for "Use document feeder" I checked it and reloaded the document but I get a caption reading "No document loaded".. tried removing and reloading the document and got it again
Customer: replied 1 year ago.
The odd thing is , it does sense a document when i am copying...
Expert:  Shefin replied 1 year ago.

Hi,

While scanning, you have to select Flatbed instead of Document feeder. If you do not see the option, click on Show Details, and change the Source as Flatbed.

Let me know the result.

Thank you.

S H E F I N

Customer: replied 1 year ago.
No I need to be able to scan documents through the feeder
Expert:  Shefin replied 1 year ago.

Hi,

Can I access your computer remotely and check the issue?

Thank you.

S H E F I N

Customer: replied 1 year ago.
Is that going to be covered by my $23 fee? if so , yes..
Expert:  Shefin replied 1 year ago.

Hi,

Please go to the link below, click Download listed under All-In-One: TeamViewer full version.

https://www.teamviewer.com/hi/download/mac.aspx

After installing it, let me know the ID (E.g 578 467 234) and password (E.g. 2345), so that I can access your computer.

Thank you.

S H E F I N

Customer: replied 1 year ago.
I come to an unattended access window that asks for a password. i don't see any ID
Expert:  Shefin replied 1 year ago.

Hi,

Download and install teamviewer software from the link I have given. Go to the link, click Download listed under All-In-One: TeamViewer full version. Download and install it.

https://www.teamviewer.com/hi/download/mac.aspx

After installing it, open it and check for the ID and password.

Thank you.

S H E F I N

Customer: replied 1 year ago.
its not working that way it asks for password ***** gives no ID
Customer: replied 1 year ago.
this is the initial set up window
Expert:  Shefin replied 1 year ago.

Hi,

Over there, enter your login / admin password. You have to provide your login password ***** installing anything.

Thank you.

S H E F I N

Customer: replied 1 year ago.
my log in password ***** 4 characters It requires 6
Expert:  Shefin replied 1 year ago.

Hi,

try the passwords you know. Your Administrator password?

Thank you.

S H E F I N

Customer: replied 1 year ago.
it's 4 characters
Expert:  Shefin replied 1 year ago.

Hi,

Please restart the computer and try installing it.

Thank you.

S H E F I N

Customer: replied 1 year ago.
OK I did that. do I need to interact with the initial set up window?
Expert:  Shefin replied 1 year ago.

Hi,

Download it again and try installing it.

Thank you.

S H E F I N

Customer: replied 1 year ago.
as I said. I DID That...it says it's optional .. but then what?
Expert:  Shefin replied 1 year ago.

Hi,

Have you tried installing Teamviewer?

Thank you.

S H E F I N

Customer: replied 1 year ago.
Seems we're not communicating very well.. yes,, I've installed it twice now..
Expert:  Shefin replied 1 year ago.

Hi,

Open it, let me know the ID (E.g 578 467 234) and password (E.g. 2345) that you see on teamviewer, so that I can access your computer.

Thank you.

S H E F I N

Customer: replied 1 year ago.
there is no ID or password ***** see
Expert:  Shefin replied 1 year ago.

Hi,

After the installation, has it opened Teamviewer application? If no, open the it from Application folder.

Thank you.

S H E F I N

Customer: replied 1 year ago.
In spite of your lack of information I found it
ID 833 699 352
pw 4128
however, as I say I am out of time
Expert:  Shefin replied 1 year ago.

Hi,

Please click Trustworthy on teamviewer to authenticate the incoming connection.

Thank you.

S H E F I N

Customer: replied 1 year ago.
I'm going to shut down now so we will have to continue later
please send me info for contacting you to complete this
Expert:  Shefin replied 1 year ago.

Hi,

Please come back to the same page, so that we can try it later.

Thank you.

S H E F I N

Customer: replied 1 year ago.
I'm not sure I'll continue
I can't believe it needs to be this hard
Expert:  Shefin replied 1 year ago.

Hi,

I apologize for the inconvenience caused to you. If I can access your computer, it will not take more than 10 minutes. Next time, please be back with the ID and password, so that I can help you better.

Thank you.

S H E F I N