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John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5072
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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My MX870 printer won't scan since installing Windows 10 and

Customer Question

My MX870 printer won't scan since installing Windows 10 and the printer device software is up-to-date. How can I fix this and be able to scan again.
Thanks, Tim
Submitted: 8 months ago.
Category: Printers
Expert:  Kamil Anwar replied 8 months ago.
Hello & Welcome to JustAnswer. May i connect with you remotely to troubleshoot the issue directly? Thanks
Customer: replied 8 months ago.
I'd prefer not to - just cautious
Expert:  Kamil Anwar replied 8 months ago.
Since the issue requires troubleshooting, i will opt out for another expert who may be able to assist via instructions. Once an expert responds, you will be notified via e-mail. Thanks
Customer: replied 8 months ago.
OK, thanks
Expert:  Jason Jones replied 8 months ago.
Greetings, I have remoted into computers several thousands of times with no problems. May I ask how the printer is connected to your system? (USB, Wifi, Network) Thank you,Jason
Customer: replied 8 months ago.
The connection is Wifi on a home network (both before and after Windows 10 was installed)
Expert:  Jason Jones replied 8 months ago.
As stated, I have remoted into computers several thousands of times with no issues. May I remote into yours and help you fix the problem?
Customer: replied 8 months ago.
Thanks, ***** ***** prefer not to and I'll stop at this point.
Expert:  Jason Jones replied 8 months ago.
Okay, thank you. Good luck.
Expert:  Joel Kalman replied 8 months ago.
Hello. My name is ***** ***** I can help you solve your problem.
Expert:  Joel Kalman replied 8 months ago.
I can understand your reluctance to use secure remote assistance. I do not believe that it is necessary except in the most difficult cases, and we can certainly solve your problem together without it.
Expert:  Joel Kalman replied 8 months ago.
After an operating system upgrade, the printer driver installation procedure must be repeated, even if the drivers are up-to-date, because the connection between the drivers and the printer has been broken and must be reestablished.
Expert:  Joel Kalman replied 8 months ago.
To proceed, you will need access to the Control Panel on your computer. Please let me know if you need help finding the Control Panel.
Customer: replied 8 months ago.
I replied yesterday that I solved the problem myself.
Thanks, XXX
Expert:  Joel Kalman replied 8 months ago.
You are welcome. I am glad that you have solved your problem. And thank you for choosing Just Answer.