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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'm trying to scan a document & get the message "overview

Customer Question

I'm trying to scan a document & get the message "overview scan failed to complete". How do I resolve this?
JA: What is the machine's exact make and model? And can you guesstimate how old it is?
Customer: PIXMA MG 5720
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: Macbook OS X El Capitan v10.11.6
JA: How long has this been an issue? What happened right before this popped up?
Customer: This is the first time I've tried to scan
JA: Anything else you want the printer expert to know before I connect you?
Customer: no
Submitted: 10 months ago.
Category: Printers
Expert:  Jason Jones replied 10 months ago.

I am the person that will be helping you today.

Are you scanning from within an Application on the Mac? If so, which application are you using?

I will be standing by, looking forward to your response.

Thank you,

Customer: replied 10 months ago.
I am scanning from the printer utility in system preferences
Expert:  Jason Jones replied 10 months ago.

Thank you for the update. May I start a secure remote assistance session with you so that I can better help you resolve this problem? When the remote session begins, a chat window will appear that we can use to communicate with each other.

Customer: replied 10 months ago.
I have to admit that I'm nervous letting someone remote into my computer
Expert:  Jason Jones replied 10 months ago.

I understand. I have remoted into computers scores of thousands of times, with no issues. But I do understand. How is your scanner connected to your computer? (usb, network, wifi)

Customer: replied 10 months ago.
Expert:  Jason Jones replied 10 months ago.

Please, do the following:
- Click the Apple icon on the top left
- Click System Preferences
- Double click the Printer icon
- In the left pane, you will see a list of the printers/scanners.
- Right click the empty area in the left pane and choose Reset Printing System.
- Reset the printing system.
- Click the + button and choose your printer/scanner from the list.
- Install the printer/scanner.

Now test the scanning again.

Is there any change?

Customer: replied 10 months ago.
This Macbook doesn't have "left click & right click" but I am in the printer/scanner list
Expert:  Jason Jones replied 10 months ago.

Here is a website that you can look that explains how to do a right click:

Customer: replied 10 months ago.
still failed to complete
Expert:  Jason Jones replied 10 months ago.

When you right clicked the left pane and chose reset system, did it remove all the listings for the printers?

Customer: replied 10 months ago.
Expert:  Jason Jones replied 10 months ago.

I am sorry to say that I have run out of ideas. You are not willing to allow me to remote in and analzye the system, so there is no more that I can do.

For this reason, I am opting out of the question and allowing another expert the chance to help.

The next expert will see all that is on this page, so there will be no need to repeat anything.

When another expert picks this up, you will be notified by email.

Thank you for your patience.

- Jason

Expert:  Joel Kalman replied 10 months ago.

Hello, I am pleased to have the opportunity to assist you. My name is ***** ***** I can help you solve your problem.