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Epson nx 420 my scanner not working but printer works I get…

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Epson nx 420 my scanner...
Epson nx 420 my scanner not working but printer works I get error code61
Submitted: 2 years ago.Category: Printers
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Answered in 5 minutes by:
1/28/2016
Technician: Harold Hanna, Engineer replied 2 years ago
Harold Hanna
Harold Hanna, Engineer
Category: Printers
Satisfied Customers: 313
Experience: Sr System Administrator at General Dynamics
Verified

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

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Customer reply replied 2 years ago
I have I need to close one
Technician: Harold Hanna, Engineer replied 2 years 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?

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Customer reply replied 2 years ago
this is fine
Technician: Harold Hanna, Engineer replied 2 years ago

OK. What version of Windows are you using?

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Customer reply replied 2 years ago
is it going to cost 20.00 dollars more?
Technician: Harold Hanna, Engineer replied 2 years 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.

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Technician: Harold Hanna, Engineer replied 2 years 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.

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Customer reply replied 2 years ago
ok lets do it without the phone call
Technician: Harold Hanna, Engineer replied 2 years ago

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

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Customer reply replied 2 years ago
8
Technician: Harold Hanna, Engineer replied 2 years ago

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

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Customer reply replied 2 years ago
ok
Technician: Harold Hanna, Engineer replied 2 years ago

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

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Customer reply replied 2 years ago
were is it?
Technician: Harold Hanna, Engineer replied 2 years ago

I'm sorry I thought I pasted it =)

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

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Customer reply replied 2 years ago
Harold i'm getting the same error communication errorcheck connection I just purchased a new one
Technician: Harold Hanna, Engineer replied 2 years ago

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

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Customer reply replied 2 years ago
I just purchased and installed the new usb cable
Customer reply replied 2 years ago
no it's not a new printer
Technician: Harold Hanna, Engineer replied 2 years ago

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

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Customer reply replied 2 years ago
it been working for over a year
Technician: Harold Hanna, Engineer replied 2 years 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?

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Customer reply replied 2 years ago
no
Technician: Harold Hanna, Engineer replied 2 years ago

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

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Customer reply replied 2 years ago
on the printer
Technician: Harold Hanna, Engineer replied 2 years 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.

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Technician: Harold Hanna, Engineer replied 2 years ago

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

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Customer reply replied 2 years ago
I don't have a problem printing
Technician: Harold Hanna, Engineer replied 2 years 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.
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Customer reply replied 2 years ago
I restarted the printer but not the computer
Technician: Harold Hanna, Engineer replied 2 years 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?

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Technician: Harold Hanna, Engineer replied 2 years ago

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

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Technician: Harold Hanna, Engineer replied 2 years 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.

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Technician: Harold Hanna, Engineer replied 2 years 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!

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