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Viet - Printer Tech
Viet - Printer Tech, Printer Technician
Category: Printers
Satisfied Customers: 35271
Experience:  Troubleshoot printers, scanners, etc.
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When I try to scan, using my epson printer, I get a

Customer Question

when I try to scan, using my epson printer, I get a "communication error W-61
JA: Can you guesstimate how old your Epson is? And just to clarify, what's the exact model?
Customer: NX420. Many years old - at least 6 yrs
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: pc
JA: How long has this been an issue? What happened right before this popped up?
Customer: scanner worked great for years - I think the problem started when I upgraded to Windows 10
JA: Anything else you want the printer expert to know before I connect you?
Customer: no
Submitted: 2 months ago.
Category: Printers
Expert:  Viet - Printer Tech replied 2 months ago.

Hi,

I'm sorry about the issue. When did you upgrade to Windows 10?

Is printing currently working fine?

Can we do a remote support session, so I can troubleshoot the issue directly on your computer together with you?
Please reply at the box below. Thank you,

Customer: replied 2 months ago.
Upgraded to Wondows 10 around March of 2016. Printer is currently working fine.I am not willing to do a remote session,
Customer: replied 2 months ago.
are you there?
Expert:  Viet - Printer Tech replied 2 months ago.

Sorry, it took me some time to type all of this. That's been a long time, so the troubleshooting can be complicated, but I can get it working for you.

With remote support, you can see everything I do on the screen, and we have an A+ service rating at the Better Business Bureau website:

http://www.bbb.org/greater-san-francisco/business-reviews/professional-services-general/justanswer-in-san-francisco-ca-82403/

Remote support is quicker and easier for you as I will do all the troubleshooting steps for you, and this issue can be complicated. Otherwise, I will provide written instructions.

Have you tried anything?

Is the printer connected to the computer with a USB cable? Or is the connection wireless?

Have you tried to uninstall / reinstall the printer's driver / software?

Please let me know your option; we guarantee our service. Please reply at the box below. Thank you,

Customer: replied 2 months ago.
Let's try without remote support
Expert:  Viet - Printer Tech replied 2 months ago.

OK. Have you tried anything to fix the scanning issue? I'd just like to check, so I won't provide any steps you've done already.

Is the printer connected to the computer with a USB cable? Or is the connection wireless?

Have you tried to uninstall / reinstall the printer's driver / software?

Are you able to open Control Panel on the computer?

Thank you,

Customer: replied 2 months ago.
Printer is wireless. I have not tried to uninstall - reinstall.
I can open control panel and have it up now
Customer: replied 2 months ago.
Am on devices and printers
Customer: replied 2 months ago.
Now gone to "scanner management"
Expert:  Viet - Printer Tech replied 2 months ago.

Thank you. Please try the following steps:

STEP 1:

  1. Disconnect the printer's USB cable from the computer for now.
  2. Open Control Panel.
  3. Open Programs / Programs and Features.
  4. There, uninstall each Epson driver / program you see there.

STEP 2:

  1. Restart the computer.
  2. Open Control Panel.
  3. Open Hardware and Sound / Devices and Printers.
  4. If you still see any Epson item, then right-click on it, then click on Remove device option and confirm Yes to delete it for now. Make sure there is not any Epson item showing there for now.

STEP 3:

- Click on the Epson website below:

http://www.epson.com/cgi-bin/Store/support/supDetail.jsp?UseCookie=yes&oid=151211&infoType=Downloads

, there, download and install the Drivers and Utilities Combo Package

, once installation is done successfully, then check printing first, then check scanning.

Please reply at the box below to continue. Thank you,

Customer: replied 2 months ago.
No usb cable.
Printer is wireless.
Expert:  Viet - Printer Tech replied 2 months ago.

Thank you. Wait, don't try the above steps. Please wait a couple of minutes for me to write the new steps. Thank you,

Expert:  Viet - Printer Tech replied 2 months ago.

Please click on Start (which is the windows logo icon located at the bottom left of the computer's screen)

, then scroll down, then click on Epson...

, then click on the item EPSON Scan Settings if available

, then make sure Network option is selected

, then click OK

, then open EPSON Scan program, then check scanning.

Please let me know. Thank you,

Expert:  Viet - Printer Tech replied 2 months ago.

If that does not work, please try:

  1. click on Start (which is the windows logo icon located at the bottom left of the computer's screen)
  2. , then scroll down, then click on Epson...
  3. , then click on the item EPSON Scan Settings if available
  4. , then make sure Network option is selected
  5. , then make sure the correct Epson printer name is ***** ***** the top.
  6. , then if you see any item in the box, then click on it, then click on Delete button to remove it
  7. , then click on Add button
  8. , then wait for it to search for your printer / scanner
  9. , then if it show an item (some numbers), then click on it
  10. , then click OK
  11. , then click OK again.
  12. , then open EPSON Scan program, then check scanning.

- Note: If you do not see the EPSON Scan Settings item on your computer, please let me know.

Please reply at the box below to continue. Thank you,

Customer: replied 2 months ago.
Did that and the search gives me the same address as before, but the "ok" button is not available
Expert:  Viet - Printer Tech replied 2 months ago.

Click on the address first, then click OK, thanks.

Customer: replied 2 months ago.
Now I have no scanner address in the box on the Epson scan settings page
Customer: replied 2 months ago.
Done
Expert:  Viet - Printer Tech replied 2 months ago.

Then it should show the IP address in the box

, now, please open the EPSON Scan program and check scanning.

Thank you,

Customer: replied 2 months ago.
I did, and it's not working.
Same error message.
Expert:  Viet - Printer Tech replied 2 months ago.

Sorry, please press at the same time the two keys Windows and R on the keyboard, then type services.msc then click OK

, then scroll down, then look for the item Windows Image Acquisition

, then make sure it shows Status Started and Startup type Automatic.

Please let me know. Thank you,

Customer: replied 2 months ago.
When I click windows image acquisition I see no status or startup info.
My choices are:
Start the service
Pause the service
Restart the service
Expert:  Viet - Printer Tech replied 2 months ago.

Double-click on Windows Image Acquisition to open it.

At the Startup type, make sure to set it to Automatic, then click on Apply at bottom

, then click on Start, and see what happens.

Please let me know. Thank you,

Customer: replied 2 months ago.
Once I click apply, the start button is disabled
Customer: replied 2 months ago.
Service status is running
Expert:  Viet - Printer Tech replied 2 months ago.

OK, make sure Startup type is shown Automatic, then click OK

, then open EPSON Scan program and check scanning.

Customer: replied 2 months ago.
Nope - same error message
Expert:  Viet - Printer Tech replied 2 months ago.

press at the same time the two keys Windows and R on the keyboard, then type services.msc then click OK

, then scroll down, then look for the item Windows Image Acquisition

, does it still show Running?

Please let me know. Thank you,

Customer: replied 2 months ago.
running
Expert:  Viet - Printer Tech replied 2 months ago.

Sorry. Please download and install the NAPS2 program at the website below:

https://sourceforge.net/projects/naps2/

, then use the NAPS2 program to see if you can scan with it.

Please let me know. Thank you,

Customer: replied 2 months ago.
Would it make more sense to uninstall and reinstall my Epson printer?
Expert:  Viet - Printer Tech replied 2 months ago.

Yes, though that will take a lot more work. If you'd like to, just test with the NAPS2 program first as it's a lot quicker, and see if you like it or not. If no, we can always uninstall/reinstall the Epson printer / program. Thank you,

Customer: replied 2 months ago.
Is it hard to uninstall if I don't like it?
Expert:  Viet - Printer Tech replied 2 months ago.

If you don't like it, then it's very easy to uninstall it in Control Panel -> Programs / Programs and Features.

, then we can always uninstall/reinstall the Epson printer / program. Thank you,

Customer: replied 2 months ago.
Ok - downloading now
Customer: replied 2 months ago.
Done - now how do I use it?
Expert:  Viet - Printer Tech replied 2 months ago.

Open NAPS2 program, then click on Scan, then choose scanner and OK. Thank you,

Customer: replied 2 months ago.
How do I open the naps2 program?
Customer: replied 2 months ago.
Can't find it
Expert:  Viet - Printer Tech replied 2 months ago.

Where you able to install the program after downloading it (check your Downloads folder)? Did it show successful / finish?

- Then click on Start, then scroll down, then click on NAPS2 ....

Thank you,

Customer: replied 2 months ago.
Don't see it in downloads - let me try again
Expert:  Viet - Printer Tech replied 2 months ago.

If it does not let you download, then click on the new website below:

http://wikisend.com/download/442630/

, there, click on Download file

, then open / run the download file naps2-5.3.1-setup to install it

, then open NAPS2 program to scan.

Thank you,

Customer: replied 2 months ago.
I am on install wizard now
Customer: replied 2 months ago.
Getting there...
Expert:  Viet - Printer Tech replied 2 months ago.

OK, thanks.

Customer: replied 2 months ago.
Desktop icon appeared.
Clicked
Under profile settings, when I try to chose a device, it says "no scanning device was found"
Expert:  Viet - Printer Tech replied 2 months ago.

Sorry, please close it and try the following:

STEP 1:

  1. Open Control Panel.
  2. Open Programs / Programs and Features.
  3. There, uninstall each Epson driver / program you see there.
    - Make sure there is not any Epson item showing there any more.

STEP 2:

  1. Restart the computer.
  2. Open Control Panel.
  3. Open Hardware and Sound / Devices and Printers.
  4. If you still see any Epson item, then right-click on it, then click on Remove device option and confirm Yes to delete it for now. Make sure there is not any Epson item showing there for now.

STEP 3:

- Click on the Epson website below:

http://www.epson.com/cgi-bin/Store/support/supDetail.jsp?UseCookie=yes&oid=151211&infoType=Downloads

, there, download and install the Drivers and Utilities Combo Package

; follow the on-screen instructions during installation (select Wireless / network option when prompted, and select option that printer is already on network if prompted.)

, once installation is done successfully, then check printing first

, then check scanning with the EPSON Scan program and/or the NAPS2 program.

Please let me know later. Thank you for your patience,

Customer: replied 2 months ago.
Thanks - I will do that tomorrow - had all I can take tonight.
Signing off.
Expert:  Viet - Printer Tech replied 2 months ago.

You're welcome. OK. Please try tomorrow, then let me know; I will help further as needed. Have a good evening! Thank you.