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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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I want to scan a document from my laptop Excellent

Customer Question

I want to scan a document from my laptop Excellent performance until today
JA: What is the machine's exact make and model? And can you guesstimate how old it is?
Customer: Canon MG5500 2-3 years old
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: Toshiba laptop It has worked very well until today despite the fact that the printer hasn' t worked for some days showing it is off line
JA: How long has this been an issue? What happened right before this popped up?
Customer: For Scanning only this morning, the printer about one week
JA: Anything else you want the printer expert to know before I connect you?
Customer: Not at this stage
Submitted: 11 months ago.
Category: Printers
Expert:  Viet - Printer Tech replied 11 months ago.

Hi,

I'm sorry about the issue. What's the error or message?

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

Do you have windows xp, vista, or 7, or 8, 10?
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 11 months ago.
WIRELESS
Expert:  Viet - Printer Tech replied 11 months ago.

Thank you. Please disconnect the power cord(s) from the internet modem / router device(s) for about 3 minutes, then re-connect,

, then turn off printer, then disconnect power cord from printer for a couple of minutes, then re-connect, then turn on

, wait a few minutes, then check printing and scanning.

- What's the status of the Wi-Fi / wireless light / icon on the printer?

Please reply at the box below. Thank you,

Expert:  Viet - Printer Tech replied 11 months ago.

How is it going?

What's the status of the Wi-Fi / wireless light / icon on the printer?

When you are available, please type at the box below, then click on the Send button below to communicate with me, so I can help further. Thank you,