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Richard
Richard, Technician
Category: Printers
Satisfied Customers: 31127
Experience:  Printer and scanner problem resolver for over 15 years
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We have a Epson NX420 and run Windows 10...

Customer Question

We have a Epson NX420 and run Windows 10...
Submitted: 8 months ago.
Category: Printers
Expert:  Richard replied 8 months ago.

Hi there and welcome Emily

Can you tell me please the issue you are having with the printer?

thank you

Customer: replied 8 months ago.
The printer part works well but the scanner option does not work. I have uninstalled, installed, updated drivers, checked connections...nothing seems to work. You can print from the computer to printer but cannot scan from computer to scanner
Expert:  Richard replied 8 months ago.

Ok, what happens when you try to scan?

Customer: replied 8 months ago.
nothing
Expert:  Richard replied 8 months ago.

Which program are you using to scan?

Customer: replied 8 months ago.
The Epson Scan program that comes with the printer
Expert:  Richard replied 8 months ago.

Thanks

Are you connecting to the printer via wireless or a USB cable?

Customer: replied 8 months ago.
wireless...it has always worked perfectly until we upgraded to Windows 10. Once we upgraded it was spotty now it doesn't scan at all
Expert:  Richard replied 8 months ago.

Thanks

Press the window key + R and type in

msconfig

press enter

Make sure Normal Startup is selected

Click ok, restart and tell me if it now scans please.

Customer: replied 8 months ago.
It does not work...it comes up with a cannot communicate with scanner message...The wireless is working, when i print it works. when i pull up scanner settings it identifies the scanner but cannot connect?!
Expert:  Richard replied 8 months ago.

ok, but did you do the instructions I just gave you?

Customer: replied 8 months ago.
I have done everything 2x, even restarted...same response
Expert:  Richard replied 8 months ago.

Thanks

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.

Customer: replied 8 months ago.
same thing...nothing! I have removed device, updated drivers, restarted and still get the same message...cannot communicate with scanner
Expert:  Richard replied 8 months ago.

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.

Customer: replied 8 months ago.
ok
Expert:  Richard replied 8 months ago.

thanks

Customer: replied 8 months ago.
still same message
Expert:  Richard replied 8 months ago.

Thanks

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)

Customer: replied 8 months ago.
Thats what I thought..is it realistic to return to a previous version of Windows or just upgrade printers...not really been happy with Windows 10 but is it inevitable
Expert:  Richard replied 8 months ago.

How long ago did you upgrade to windows 10?

Customer: replied 8 months ago.
last 6 months
Expert:  Richard replied 8 months ago.

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.

Thank you

Customer: replied 8 months ago.
Thanks!
Expert:  Richard replied 8 months ago.

your welcome

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

Thank you

Richard