Hi there and welcome Emily
Can you tell me please the issue you are having with the printer?
Ok, what happens when you try to scan?
Which program are you using to scan?
Are you connecting to the printer via wireless or a USB cable?
Press the window key + R and type in
Make sure Normal Startup is selected
Click ok, restart and tell me if it now scans please.
ok, but did you do the instructions I just gave you?
Can you click on start, type in Devices and Printers
Click on it and right click on your printer and select Remove.
Once done, restart the computer.
Then go back to Devices and Printers.
Click on Add Printer, select your printer when it appears in the list and install it
Then try to scan
Please let me know the results.
Can you remove the power to the wifi router and the printer and power off the computer
Wait 5 minutes, power on the wifi router, wait 5 minutes, power on the printer, then the computer then try to scan and tell me if it then scans please.
It is an incompatibility with windows 10 sorry, we have ruled out all other causes for this.
Your only options here would be to return to your previous version of windows (if you wish to do this, ask me how) or you would need to purchase a new printer (most current ones do now work with windows 10)
How long ago did you upgrade to windows 10?
ok, its not possible then to go back sorry, its only within 30 days.
You will need to replace the printer, with one thats compatible with windows 10.
If you would like any additional information or assistance, please do not hesitate to let me know.
Else if you can take a second to rate my service by clicking one of the stars at the top of the screen then submit, that would be greatly appreciated.
Again, if you need anything, please let me know and please remember the service rating via one of the stars at the top of the page then submit