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Harold Hanna
Harold Hanna, Engineer
Category: Printers
Satisfied Customers: 156
Experience:  Sr System Administrator at General Dynamics
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Epson nx 420 my scanner not working but printer works I get

Customer Question

Epson nx 420 my scanner not working but printer works I get error code61
Submitted: 1 year ago.
Category: Printers
Expert:  Harold Hanna replied 1 year ago.

Hello Anthony how are you this evening? Do you have two posts open on this issue?

Customer: replied 1 year ago.
I have I need to close one
Expert:  Harold Hanna replied 1 year ago.

OK I think I am in both of them. Let me try to help you close one. Is this the one you want to use or the other? Or was someone else already assisting you?

Customer: replied 1 year ago.
this is fine
Expert:  Harold Hanna replied 1 year ago.

OK. What version of Windows are you using?

Customer: replied 1 year ago.
is it going to cost 20.00 dollars more?
Expert:  Harold Hanna replied 1 year ago.

Only if you want a phone call or remote tech support, that is your option. But continuing here is just fine as well it's just a little slower but there is no problem with doing it like this.

Expert:  Harold Hanna replied 1 year ago.

If it gets to a point where I think I need to remote into your machine or if it's easier for you to talk on the phone we could do that, but we are fine as we are with this chat.

Customer: replied 1 year ago.
ok lets do it without the phone call
Expert:  Harold Hanna replied 1 year ago.

That's fine. What version of Windows are you using?

Customer: replied 1 year ago.
8
Expert:  Harold Hanna replied 1 year ago.

Let me find the newest drivers for you to download. Give me a moment please.

Customer: replied 1 year ago.
ok
Expert:  Harold Hanna replied 1 year ago.

Please download this software. This is the newest drivers and applications for your Epson 420 printer.

Customer: replied 1 year ago.
were is it?
Expert:  Harold Hanna replied 1 year ago.

I'm sorry I thought I pasted it =)

https://ftp.epson.com/drivers/epson14988.exe

Customer: replied 1 year ago.
Harold i'm getting the same error communication errorcheck connection I just purchased a new one
Expert:  Harold Hanna replied 1 year ago.

OK. This is a brand new printer? Do you have another printer USB cable?

Customer: replied 1 year ago.
I just purchased and installed the new usb cable
Customer: replied 1 year ago.
no it's not a new printer
Expert:  Harold Hanna replied 1 year ago.

OK understood. Has the scanner ever worked or is it just recently doing this?

Customer: replied 1 year ago.
it been working for over a year
Expert:  Harold Hanna replied 1 year ago.

It has been working a year with Windows 8? Have there been any significant changes to your OS or anything else added since the time you have been getting this error?

Customer: replied 1 year ago.
no
Expert:  Harold Hanna replied 1 year ago.

OK I am looking into this. Where do you see the error on the printer or on the computer?

Customer: replied 1 year ago.
on the printer
Expert:  Harold Hanna replied 1 year ago.

Do you have any other issues like an empty ink cartridge? I know it doesn't make sense that it would have anything to do with the scanner, but Epson specifically says on their website it will not scan if an ink cartridge is empty.

Expert:  Harold Hanna replied 1 year ago.

Did you also restart after you downloaded and installed the software mentioned above?

Customer: replied 1 year ago.
I don't have a problem printing
Expert:  Harold Hanna replied 1 year ago.

I know I understand that it does not make sense for the cartridge being empty to matter. Specifically on Epson's website, it says

  • You cannot scan if one of the ink cartridges is expended; you may need to replace an ink cartridge.
Customer: replied 1 year ago.
I restarted the printer but not the computer
Expert:  Harold Hanna replied 1 year ago.

OK you will need to restart the computer to ensure the drivers and software was installed completely. Did it mention the Epson Scan software?

Customer: replied 1 year ago.
Expert:  Harold Hanna replied 1 year ago.

So that was installed also? Great! Please restart your computer. I will be here when you return.

Expert:  Harold Hanna replied 1 year ago.

Are you having good results after restarting? Messages seem to be going slow for some reason so I want to make sure you know I didn't leave and am still here if you need further assistance, or if restarting after installing the update was able to help you.

Expert:  Harold Hanna replied 1 year ago.

Hello Anthony, please let me know if I was able to assist you. I believe the drivers you installed will have fixed the issue. If I was helpful, please rate my level of assistance. If you have any other questions, please ask. Thanks!