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John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5077
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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We don't know how to scan a document and email it. We have

Customer Question

We don't know how to scan a document and email it. We have an EPSON WF-3640. HELP!
JA: Can you guesstimate how old your Epson is? And just to clarify, what's the exact model?
Customer: We just bought it.Model C
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: Model C41E
JA: How long has this been an issue? What happened right before this popped up?
Customer: This is the first time we have to scan a document and email it to someone. Never owned a scanner before. Have a MacBook Air.
JA: Anything else you want the printer expert to know before I connect you?
Customer: Nothing wrong with our Printer/scanner. Brand new. We just need to scan for the first time
Submitted: 1 year ago.
Category: Printers
Expert:  Michelle replied 1 year ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

Expert:  Michelle replied 1 year ago.

How to I use the control panel buttons on the printer to scan?

You can scan an image to a memory device or to your computer using your product's control panel.

  1. Make sure you installed the product software and connected the product to your computer or network.
  2. Place your original on the product for scanning.

    Note: To scan a double-sided document, place it in the ADF.

  3. Press the home button, if necessary.
  4. Select Scan.
Expert:  Michelle replied 1 year ago.
  1. Select one of the following Scan to options:
    • Memory Device saves your scan file on a memory card or USB device and lets you select the file format, quality, and other settings.
    • Cloud sends your scanned files to a destination that you have registered with Epson Connect.
    • Computer saves your scan to your computer or as an image capture in OS X 10.6/10.7/10.8/10.9.
    • Computer (WSD) lets you manage network scanning in Windows 8, Windows 7, or Windows Vista (English only). To use this feature, you must first set up WSD (Web Services for Devices) on the computer.
  2. Select Presets or press the Preset button (WF-3620) to save your scan settings.

    Note: Presets can be locked by an administrator. If you cannot access or change this setting, contact your administrator for assistance.

  3. Do one of the following:
    • If you are scanning to a computer, select the target computer, then select the format and 2-sided setting if necessary.
    • If you are scanning to a memory device, selectSettings to display additional scanning options.
Expert:  Michelle replied 1 year ago.

let me know if you have any question.

Customer: replied 1 year ago.
sorry. your instructions aren't helping us. My husband and I are trying to learn how to scan with our new machine
Customer: replied 1 year ago.
I'm reading your instructions and he's looking at the machine.
Expert:  Michelle replied 1 year ago.

The instruction are from the manufactures website which i have posted here for you.

Expert:  Michelle replied 1 year ago.

let me know what you are unable to understand?

Expert:  Michelle replied 1 year ago.

Are you trying to use the scan option from the printer or you want to use the scan option from the computer?

Customer: replied 1 year ago.
We want to use the scan option from the new printer we bought. Never scanned in our lives before. We want to scan a document and email it.
Customer: replied 1 year ago.
Sorry, Michelle, but the manufacturer's instructions just aren't clear to us.
Customer: replied 1 year ago.
Can you give us simpler instructions?
Expert:  Michelle replied 1 year ago.

you will have to install the full featured driver software on your computer to use the scan option.

Let me know what operating system you have on the computer and its 32 or 64 bit then i can give you the correct download link to install it and then you can use the printer and scanner.

Customer: replied 1 year ago.
We know how to print and copy, but not scan
Expert:  Michelle replied 1 year ago.

Let me know what operating system you have on the computer and its 32 or 64 bit.

Customer: replied 1 year ago.
I have a MacBook Air IOS
Expert:  Michelle replied 1 year ago.

Click here and download the latest driver utility and combo pack and install it after that the scanner function will work.

Customer: replied 1 year ago.
I'm using my husband's MacBook Air because he was reading instructions from my MacBook Air. We both want to download the driver utility and combo pack and install it. Do we just need one of these because we only have one printer/scanner?
Customer: replied 1 year ago.
If I click what you had just sent, will I lose contact with you?
Customer: replied 1 year ago.
If I click what you had just sent, will downloading mean both of us can scan whenever needed, using our respective Apple laptops?
Expert:  Michelle replied 1 year ago.

if you want to use the printer/scanner from two different computer you will have to install the driver on both to use the printer and scanner.

No you will not loose me in case you loose open justaswer email and click on view my answer the chat will reopen.

Customer: replied 1 year ago.
Michelle, I'm sorry if I"m asking dumb questions, but I'm not a techie person.
How can our other computer download the same driver?
Customer: replied 1 year ago.
I'll click now just to download the driver. Hope not to lose you, and that later we can download the same with the other computer.
Expert:  Michelle replied 1 year ago.

you can download the driver software in any number of computers you want.

Customer: replied 1 year ago.
How, since you only sent the Click here to this computer.
Expert:  Michelle replied 1 year ago.

i can send you another link which you can use it on other computer.

Customer: replied 1 year ago.
Thank you, ***** ***** http://tinyurl.com/jx3gzor did not match any docs
Customer: replied 1 year ago.
In this computer, I clicked what you sent and then clicked Download. it said it's downloading. How long does it take? Below where it says it's downloading, this also appears:
"Your software will begin to download automatically. If you do not see a download prompt within 5 seconds, download the file manually.After your software finishes downloading, you may return to the product download page."
Customer: replied 1 year ago.
Michelle, hope you're not confused. This computer is where we're conversing, where you sent Click here. I did this and it said it's downloading, but then it added the quote above but I didn't see another Download to click (my quote above).The http link you had sent is for the other computer so it can download the same drive. This link doesn't work.
Expert:  Michelle replied 1 year ago.

The link does work without a problem.

Expert:  Michelle replied 1 year ago.

http://tinyurl.com/jx3gzor

Customer: replied 1 year ago.
Still "did not match any documents."
We put this link in a blank Safari page. Are we supposed to put the link elsewhere?
Expert:  Michelle replied 1 year ago.

type in the link on the safari address bar right on the top and then then hit enter.

Customer: replied 1 year ago.
Both computers now have:Downloading Your File.
"Your software will begin to download automatically. If you do not see a download prompt within 5 seconds, download the file manually.After your software finishes downloading, you may return to the product download page."We got this after clicking Download. But when we got this page, after 5 seconds we didn't get anything. Do we download the file manually?
Expert:  Michelle replied 1 year ago.

yes please click on download file manually

you will then see the file being downloaded

Expert:  Michelle replied 1 year ago.

once the file is downloaded , you may double click on the file to run\open it

Customer: replied 1 year ago.
Michelle, it's not downloading! It's in my Downloads but when I click it, only the Safari page comes on.
I'm so sorry for being such a dummy but we're still on that same page I've been quoting to you
Expert:  Michelle replied 1 year ago.

do you see the file in your downloads?

Expert:  Michelle replied 1 year ago.

can you tell me the name of the file

Customer: replied 1 year ago.
epson15406.dmg.download And I have 2.download up to 4.download
Expert:  Michelle replied 1 year ago.

double click on any one of it and let me know what happens

Customer: replied 1 year ago.
In the other computer, the document came out and we clicked scan. The machine moved but we don't know if it scanned anything because we can't find whatever it was the machine did. Presuming it scanned the one page, where would that scanned copy go? We want to email it to someone; how?At least there's some progress, but we can't find whatever it did.
Expert:  Michelle replied 1 year ago.

are both your computers mac or windows based

Customer: replied 1 year ago.
both are MacBook Air
Expert:  Michelle replied 1 year ago.

try the below steps that i will give

Expert:  Michelle replied 1 year ago.
  1. place the item(s) you would like to scan on the scanner bed.
  2. Open Image Capture by clicking Launchpad in the Dock and typing Image Capture in the search field.
  3. Choose where to save the scanned images from the "Scan To:" pop-up menu:
  4. you may choose either a folder on the computer or you may select email (i would recommend saving in a folder)
  5. click scan
  6. once the document is scanned it will show up as a file with filename starting with sacn and will be saved in the folder you chose
  7. then you may compose an email and attach this file in the mail
  8. try and let me know
Customer: replied 1 year ago.
We have 4 pages to scan. Where is the scanner bed? Lift the top part? Put in one of the two trays in front? Put in the back?
Expert:  Michelle replied 1 year ago.

when you lift the topcover do you see the scanner glass

Customer: replied 1 year ago.
Do we put the four pages on the glass?
Expert:  Michelle replied 1 year ago.

no one page at one time

put the page with the printed side facing the glass. close the cover

then follow the steps i gave on the mac

Customer: replied 1 year ago.
Where's the Launchpad? the dock? the Image Capture?
Customer: replied 1 year ago.
In the computer! Ok, Found launch pad, dock and Image Capture. It said "no camera or scanner connected"
Expert:  Michelle replied 1 year ago.

is the printer connected to the mac via usb?

Customer: replied 1 year ago.
no. connected by wifi
Expert:  Michelle replied 1 year ago.

are you able to print from the mac to the epson

Customer: replied 1 year ago.
I received this document by email. I printed the four pages c/o the Epson. Now I want to scan and email it back to the sender with my signature.
Customer: replied 1 year ago.
I hope my explanation will tell you if I can print from mac to Epson.
My husband said no because we can't scan. I said yes, because we printed what we want to scan
Expert:  Michelle replied 1 year ago.

ok ..from the apple menu go to preferences

click on print

in the print window on top, do you see 2 tab - print and scan

or just one print tab

Customer: replied 1 year ago.
I didn't see print. I clicked Printers and Scanners. Now my choices are Open Print Queue, Options & Supplies. Up on top I can click Print or Scan.
Expert:  Michelle replied 1 year ago.

ok click on scan

then let me know if you see the epson listed on left pane

Customer: replied 1 year ago.
Customer: replied 1 year ago.
Several Epsons, all the same series. Can it be because we've used the printer successfully? Also see one Fax Epson
Expert:  Michelle replied 1 year ago.

ok

now let me know the version of macos

if you dont know, From the Apple  menu, choose About This Mac. Your version of OS X appears directly below “OS X”

Customer: replied 1 year ago.
Version 10.9.5 in one computer.
Version10.11.6 as OS X El Capitan in the other computer
Expert:  Michelle replied 1 year ago.

are you able to print to the epson from both?

Customer: replied 1 year ago.
My husband has never printed with his computer with the OSX
(I'm using his computer to converse with you)I've printed with my computer with El Capitan
Customer: replied 1 year ago.
He's now using my computer so we can both try to follow your your instructions.
Customer: replied 1 year ago.
This exchange of computers happened because he was reading something in my laptop and I called you with his.
Expert:  Michelle replied 1 year ago.

ok so lets test it on elcapitan first

open this link on safari browser of your elcapitan

http://tinyurl.com/zutfw69

Customer: replied 1 year ago.
Then he just continued using my computer so you and I can continue our conversation.
Expert:  Michelle replied 1 year ago.

so which one are we on right now?

Expert:  Michelle replied 1 year ago.

and which one can we work on so as not to hamper his work

Customer: replied 1 year ago.
We're both trying to follow your instructions, except he's using my computer and I his.
Customer: replied 1 year ago.
No hampering of work. We're both trying to follow your instructions and seeing who gets what.
Expert:  Michelle replied 1 year ago.

ok so lets test it on elcapitan first

open this link on safari browser of your elcapitan

http://tinyurl.com/zutfw69

Expert:  Michelle replied 1 year ago.

let me know if it downloads a file by the name of epson17516.dmg

Customer: replied 1 year ago.
Customer: replied 1 year ago.
He'll now double click that.
Expert:  Michelle replied 1 year ago.

ok

Expert:  Michelle replied 1 year ago.

it should pop up with the installation window..install it and let me know once done

Customer: replied 1 year ago.
No. What popped up is the same Downloading your File as before. When we clicked "download the file manually" the same epson 17516.dmg.download came up. Now #3 download
Expert:  Michelle replied 1 year ago.

what happens when you double click on the epson 17516 dmg...does it pop up with an installation window

Customer: replied 1 year ago.
No. What pops up is Downloading your file, with the same things I just emailed above
Expert:  Michelle replied 1 year ago.

close all other applications except safari and then double click on the file and then minimise safari

it should show some installation window

Customer: replied 1 year ago.
closed all applications. Opened Safari again. entered the last http link you sent (zutfw69). What came out:
Did not match any document
Customer: replied 1 year ago.
We also tried epson17516-3.dmg
And Did not match any documents appeared again
Expert:  Michelle replied 1 year ago.

ok can you double click on the epson 17516 dmg file

if it does not open then from apple menu..preferences..printers and scanners. click on scan tab

click on plus sign and let me know does it show any scanner

Customer: replied 1 year ago.
We see the page we want to scan on the left.
On the right it has document set up and we can click Overview or Cancel
Expert:  Michelle replied 1 year ago.

do you see a scan button

Customer: replied 1 year ago.
No. Just Overview. He clicked this and Overview scan appeared
Expert:  Michelle replied 1 year ago.

ok and does it show your signature as well

Customer: replied 1 year ago.
On right side are: scan mode (flatbed); Kind (black and white) Resolution (50) Size (1 cm) etc.
Customer: replied 1 year ago.
my signature is there
Expert:  Michelle replied 1 year ago.

ok great..give me a moment

Customer: replied 1 year ago.
34;Overviewscan timed out..... " appeared
Expert:  Michelle replied 1 year ago.

doe it have any option that says scan to or save to

Customer: replied 1 year ago.
No
Expert:  Michelle replied 1 year ago.

open your pictures folder and documents folder and check if you see the scanned file there

Customer: replied 1 year ago.
Prompt came on screen: Scanner reported an error communicating with scanner.
Customer: replied 1 year ago.
nothing of scanned file in my pictures and documents folders
Expert:  Michelle replied 1 year ago.

let me check the possibilities..give me a moment here

Customer: replied 1 year ago.
In my Documents Folder, under Shared, are Epson WF3640 Series and epson55ce49.
Expert:  Michelle replied 1 year ago.

please open the website www.teamviewer.com

download a free trial of teamviewer and install it

once installed the teamviewer window will open

let me know the id and password ***** on left side pane

i will try to see if we can remote connect

Customer: replied 1 year ago.
The Epson WF3640 Series has: Series has: FAXRECV., MEMORY CARD, USBSTORAGE
Expert:  Michelle replied 1 year ago.

ok please try to install teamviewer

Customer: replied 1 year ago.
We're trying and what popped out is: Install Mac Optimizer
Expert:  Michelle replied 1 year ago.

no thats not the one

let me give you direct link

click here

Expert:  Michelle replied 1 year ago.

download a free trial of teamviewer and install it

once installed the teamviewer window will open

let me know the id and password ***** on left side pane

i will try to see if we can remote connect

Expert:  Michelle replied 1 year ago.

were you able to install

Expert:  Michelle replied 1 year ago.

it seems you are offline as i have been waiting for you from the last 30 mins

let me know when you would like to resume so that i may continue to assist you

Customer: replied 1 year ago.
glad to hear from you, Michelle!! I replied to your No reply email:
"Michelle, I’m so sorry but I accidentally closed my Safari window and lost our correspondence. I tried even texting you back but all the text messages I’d get are No reply availability. I also sent JustAnswer 3 emails to explain that I was trying to retrieve our conversation but got the standard of thank you, we’ll reply within 4 hours. I said you were Michelle and gave several of the text Expert info so they can find you. Wanted to at least thank you for your patience and efforts to help.It’s now past 3am in WV and my mind has gone blank. My husband has gone to bed and I should follow soon too because my bocy is also given up.Is there a way we can continue tomorrow? I hope so because you’ve been wonderful and we were getting close to the finish line.Hope you are game to tackle this dummy again! And a million thanks for all the time you spent with me!!lolita fanslerBut it's 3:30am and I'm exhausted and my mind is blank. Can we continue tomorrow? What time zone are you?
Customer: replied 1 year ago.
No, we haven't been successful in installing. Will try tomorrow because I need to go to bed. It's 3:34 am in West Virginia now.
Thanks so very much for getting in touch me me, and for your very kind offer to help me!!! Warm hugs!!
Expert:  Michelle replied 1 year ago.

Thanks Lolita for responding back

add this page to your favorites

post me a message tomorrow with the time slots when you would be able to resume as i am in a different time zone

once i get your message i will respond back

Expert:  Michelle replied 1 year ago.

i will be online till 12 pm est and then 8 pm est onwards

let me know whichever time slot suits you best