Printers

Printer Repair Questions? Ask IT Technicians for Answers ASAP

Ask an Expert,
Get an Answer ASAP!

Printers

When I try to scan, using my epson printer, I get a

Customer Question
"communication error W-61 JA: Can you...
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: 1 year ago.Category: Printers
Show More
Show Less
Ask Your Own Printers Question
Answered in 1 minute by:
10/7/2016
Technician: Viet - Printer Tech, Printer Technician replied 1 year ago
Viet - Printer Tech
Viet - Printer Tech, Printer Technician
Category: Printers
Satisfied Customers: 38,970
Experience: Troubleshoot printers, scanners, etc.
Verified

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,

Ask Your Own Printers Question
Customer reply replied 1 year ago
Upgraded to Wondows 10 around March of 2016. Printer is currently working fine.I am not willing to do a remote session,
Customer reply replied 1 year ago
are you there?
Technician: Viet - Printer Tech, Printer Technician replied 1 year 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,

Ask Your Own Printers Question
Customer reply replied 1 year ago
Let's try without remote support
Technician: Viet - Printer Tech, Printer Technician replied 1 year 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,

Ask Your Own Printers Question
Customer reply replied 1 year ago
Printer is wireless. I have not tried to uninstall - reinstall.
I can open control panel and have it up now
Customer reply replied 1 year ago
Am on devices and printers
Customer reply replied 1 year ago
Now gone to "scanner management"
Technician: Viet - Printer Tech, Printer Technician replied 1 year 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,

Ask Your Own Printers Question
Customer reply replied 1 year ago
No usb cable.
Printer is wireless.
Technician: Viet - Printer Tech, Printer Technician replied 1 year 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,

Ask Your Own Printers Question
Technician: Viet - Printer Tech, Printer Technician replied 1 year 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,

Ask Your Own Printers Question
Technician: Viet - Printer Tech, Printer Technician replied 1 year 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,

Ask Your Own Printers Question
Customer reply replied 1 year ago
Did that and the search gives me the same address as before, but the "ok" button is not available
Technician: Viet - Printer Tech, Printer Technician replied 1 year ago

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

Ask Your Own Printers Question
Customer reply replied 1 year ago
Now I have no scanner address in the box on the Epson scan settings page
Customer reply replied 1 year ago
Done
Technician: Viet - Printer Tech, Printer Technician replied 1 year ago

Then it should show the IP address in the box

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

Thank you,

Ask Your Own Printers Question
Customer reply replied 1 year ago
I did, and it's not working.
Same error message.
Technician: Viet - Printer Tech, Printer Technician replied 1 year 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,

Ask Your Own Printers Question
Customer reply replied 1 year 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
Technician: Viet - Printer Tech, Printer Technician replied 1 year 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,

Ask Your Own Printers Question
Customer reply replied 1 year ago
Once I click apply, the start button is disabled
Customer reply replied 1 year ago
Service status is running
Technician: Viet - Printer Tech, Printer Technician replied 1 year ago

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

, then open EPSON Scan program and check scanning.

Ask Your Own Printers Question
Customer reply replied 1 year ago
Nope - same error message
Technician: Viet - Printer Tech, Printer Technician replied 1 year 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,

Ask Your Own Printers Question
Customer reply replied 1 year ago
running
Technician: Viet - Printer Tech, Printer Technician replied 1 year 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,

Ask Your Own Printers Question
Customer reply replied 1 year ago
Would it make more sense to uninstall and reinstall my Epson printer?
Technician: Viet - Printer Tech, Printer Technician replied 1 year 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,

Ask Your Own Printers Question
Customer reply replied 1 year ago
Is it hard to uninstall if I don't like it?
Technician: Viet - Printer Tech, Printer Technician replied 1 year 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,

Ask Your Own Printers Question
Customer reply replied 1 year ago
Ok - downloading now
Customer reply replied 1 year ago
Done - now how do I use it?
Technician: Viet - Printer Tech, Printer Technician replied 1 year ago

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

Ask Your Own Printers Question
Customer reply replied 1 year ago
How do I open the naps2 program?
Customer reply replied 1 year ago
Can't find it
Technician: Viet - Printer Tech, Printer Technician replied 1 year 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,

Ask Your Own Printers Question
Customer reply replied 1 year ago
Don't see it in downloads - let me try again
Technician: Viet - Printer Tech, Printer Technician replied 1 year 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,

Ask Your Own Printers Question
Customer reply replied 1 year ago
I am on install wizard now
Customer reply replied 1 year ago
Getting there...
Technician: Viet - Printer Tech, Printer Technician replied 1 year ago

OK, thanks.

Ask Your Own Printers Question
Customer reply replied 1 year ago
Desktop icon appeared.
Clicked
Under profile settings, when I try to chose a device, it says "no scanning device was found"
Technician: Viet - Printer Tech, Printer Technician replied 1 year 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,

Ask Your Own Printers Question
Customer reply replied 1 year ago
Thanks - I will do that tomorrow - had all I can take tonight.
Signing off.
Technician: Viet - Printer Tech, Printer Technician replied 1 year ago

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

Ask Your Own Printers Question
Ask Viet - Printer Tech Your Own Question
Viet - Printer Tech
Viet - Printer Tech
Viet - Printer Tech, Printer Technician
Category: Printers
Satisfied Customers: 38,970
38,970 Satisfied Customers
Experience: Troubleshoot printers, scanners, etc.

Viet - Printer Tech is online now

A new question is answered every 9 seconds

How JustAnswer works:

  • Ask an ExpertExperts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional AnswerVia email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction GuaranteeRate the answer you receive.

JustAnswer in the News:

Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.

What Customers are Saying:

Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help.

Mary C.Freshfield, Liverpool, UK

This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!!

AlexLos Angeles, CA

Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult.

GPHesperia, CA

I couldn't be more satisfied! This is the site I will always come to when I need a second opinion.

JustinKernersville, NC

Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around.

EstherWoodstock, NY

Thank you so much for taking your time and knowledge to support my concerns. Not only did you answer my questions, you even took it a step further with replying with more pertinent information I needed to know.

RobinElkton, Maryland

He answered my question promptly and gave me accurate, detailed information. If all of your experts are half as good, you have a great thing going here.

DianeDallas, TX

< Previous | Next >

Meet the Experts:

John

John

Computer Science Engineer

5,081 satisfied customers

CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.

Russell H.

Russell H.

Printer and Office Tech

3,243 satisfied customers

11+ yrs experience, inkjets & lasers, from huge to portable

Shefin

Shefin

Printer and Office Equip. Specialist

3,166 satisfied customers

Working as tech support specialist with a worldwide computer manufacturer.

Andy

Andy

Elec & Comp pro

2,717 satisfied customers

11yr exp, Comp Engg, Internet expert, Web developer, SEO

Bernie

Bernie

Printer Technician

1,997 satisfied customers

6+ years experience, Microsoft MCDST/CompTia A+ Certified

Sudipto

Sudipto

Engineer

1,099 satisfied customers

DIploma in Computer Hardware

Md. Sadique

Md. Sadique

Engineer

984 satisfied customers

Electronics engineer with 7+ years of experience in repairing office equipments & printers

< Previous | Next >

Related Printers Questions
My Canon IPF 9100 generated error code E161-403F. I started
HI My Canon IPF 9100 generated error code E161-403F. I started up in service mode and replaced the Left Print Head. Everything went fine. Except it's been trying to complete ink replenishing for over … read more
Chris Lindsey
Chris Lindsey
IT University
154 satisfied customers
I tried to copy a document from the internet and it would
I tried to copy a document from the internet and it would not print. … read more
Moses C
Moses C
Bsc
339 satisfied customers
I have a Canon MX920 WS printer. I went on holidays a week
I have a Canon MX920 WS printer. I went on holidays a week ago so turned it off. On returning, I can't get it to print from my laptop. Previously there hasn't been a problem. Both the laptop and print… read more
D.Sandlin
D.Sandlin
Support Technician
6,708 satisfied customers
It refuses to print in colour & prints written articles all
it refuses to print in colour & prints written articles all in sepia. I have a full load of colours … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,281 satisfied customers
Everytime I turn on my HP 5240 printer, the fan won't stop,
Hi John, everytime I turn on my HP 5240 printer, the fan won't stop, the lights don't stop flashing, and I haven;t been able to print anything. What are your thoughts on how to try to fix this? … read more
Harry
Harry
529 satisfied customers
I have a MP640, about 7 years old. Worked fine until
I have a MP640, about 7 years old. Worked fine until yesterday. Suddenly, with legal size paper, printout was faint and smudged, with letter size paper, printout was ok. Large black tank 220 had been … read more
p0llinate
p0llinate
Bachelors of Science
14 satisfied customers
I changed the black ink. According to printer the other ink
I changed the black ink. According to printer the other ink cartridges have ink. When I try to print or copy something, the printer sends paper through and sounds like it's printing but a blank page c… read more
p0llinate
p0llinate
Bachelors of Science
14 satisfied customers
I just replaced my drum cartridge but it says to change the
I just replaced my drum cartridge but it says to change the drum. … read more
Harry
Harry
529 satisfied customers
I have having a couple of problems. 1) my printer will not
I have having a couple of problems. 1) my printer will not print. I get a my printer is a Brothers mfc-j480dw. message saying it is in an error state. I have uninstalled and installed it. 2) I cannot … read more
Elgin Vega
Elgin Vega
Science Bachellor
104 satisfied customers
It show error C000 and is connected to a MAC. It may print
Yes, it may print one page at a time and then tells me to turn off and on which is tedious … read more
Harry
Harry
529 satisfied customers
My keyboard on elite x2 wont work. Elite x2 with detachable
my keyboard on elite x2 wont work JA: What X2 model do you have? Customer: elite x2 with detachable keyboard JA: What have you tried so far with your X2 media player? Customer: restarted multiplemtime… read more
Pete
Pete
Engineer
Bachelor\u0027s Degree
1,124 satisfied customers
I recently bought a Canon printer TS3122. I used the two ink
I recently bought a Canon printer TS3122. I used the two ink cartridges which came with it and its now run low on black ink. I bought a new cartridge 'Black 245'. Installed it correctly, but it wont p… read more
Kris R
Kris R
IT Manager
Computing
2,652 satisfied customers
Epson artisan 835...I want to scan a PHOTO of a text
epson artisan 835...I want to scan a PHOTO of a text document to an editable text document. … read more
Kris R
Kris R
IT Manager
Computing
2,652 satisfied customers
I have a Canon Pixma MX 882 all-in-one. For the past few
I have a Canon Pixma MX 882 all-in-one. For the past few weeks, I was getting an error message telling me the ink absorber is full. I didn't have time to try to clean the pads, so I ignored it. Now I … read more
Harry
Harry
529 satisfied customers
Trying to open cartridge access door so that I can load the
Hi there, Trying to open cartridge access door so that I can load the ink. HP Office jet 3840 … read more
Harry
Harry
529 satisfied customers
It's a cannon MG7720 printer. It won't print from my lap top
It's a cannon MG7720 printer. It won't print from my lap top computer (HP 2000) … read more
Joel Kalman
Joel Kalman
Computer Specialist
Master of Science Degree
63 satisfied customers
I need my voicemail on my phone turned off so I can send an
I need my voicemail on my phone turned off so I can send an receive faxes … read more
Joel Kalman
Joel Kalman
Computer Specialist
Master of Science Degree
63 satisfied customers
I tied to copy and the msg is Install cassette 1871. Canon
I tied to copy and the msg is Install cassette 1871 … read more
Kris R
Kris R
IT Manager
Computing
2,652 satisfied customers
Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Show MoreShow Less

Ask Your Question

x