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I have an Epson ET-2550 Multifunction Printer. When I

Customer Question
I have an Epson...
I have an Epson ET-2550 Multifunction Printer.
JA: Can you guesstimate how old your Epson is? And just to clarify, what's the exact model?
Customer: When I attempt to scan a document I am getting Communication Error Message - 9923.
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: Mac - OS X El Capitan
JA: How long has this been an issue? What happened right before this popped up?
Customer: It has only just started happening. Initially I could scan without a problem
JA: Is there anything else important you think the Printer Technician should know?
Customer: Nothing that I am aware of.
Submitted: 4 months ago.Category: Printers
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Answered in 38 minutes by:
7/13/2017
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago
Viet - Printer Tech
Viet - Printer Tech, Printer Technician
Category: Printers
Satisfied Customers: 38,576
Experience: Troubleshoot printers, scanners, etc.
Verified

Hi,
I'm sorry about the issue. Can you please open the EPSON Scan application on your computer, and see if you can scan with it?
Please reply at the box below. Thank you,

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Customer reply replied 4 months ago
No, I am still getting the error message 9923
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

Thank you. Is printing currently working fine?

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

Please reply at the box below. Thank you,

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Customer reply replied 4 months ago
The printer is working fine. the connection is wireless. the printer was purchased from Harvey Norman less than 3 months ago.
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

Thank you. Please make sure the printer is powered on

, then open the application called EPSON Scan Settings in the folder Epson Software in Applications

, then make sure the Network option is selected

, then delete / remove any current item there

, then click on Add and see if it detects any printer item / any IP address

, if yes, select it and add it

, then OK / OK

, then open the EPSON Scan application and see if you can scan with it.

Please reply at the box below. Thank you,

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Customer reply replied 4 months ago
The scanner was working too initially.
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

OK. Please make sure the printer is powered on

, then open the application called EPSON Scan Settings in the folder Epson Software in Applications

, then make sure the Network option is selected

, then delete / remove any current item there

, then click on Add and see if it detects any printer item / any IP address

, if yes, select it and add it

, then OK / OK

, then open the EPSON Scan application and see if you can scan with it.

Please reply at the box below. Thank you,

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Customer reply replied 4 months ago
I have followed your instructions and I am still getting the error message
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

Sorry, were it able to detect your printer IP address in EPSON Scan Settings?

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Customer reply replied 4 months ago
No, I found the address in the printer details screen and entered it manually. 10.0.0.4
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

Sorry. So right now, in EPSON Scan Settings, only one item 10.0.0.4 is showing. Please try:

  1. Disconnect the power cord(s) from your Internet modem / router device(s) for about 3 minutes, then reconnect.
  2. Turn off the printer, then disconnect the power cord from the printer for about 2 minutes. Then reconnect, then turn the printer back on.
  3. Wait about 5 minutes, then see if you can print something first.
  4. If yes, then open the EPSON Scan application and check.

Please let me know. Thank you,

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Customer reply replied 4 months ago
OK, this is going well! Now I can't print and still getting the scanner error message. I have to close now. Please email instructions that will actually fix this issue.
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

I'm sorry. That's strange. Troubleshooting takes time, but don't worry, I will continue to troubleshoot the issue for you. Please try:

  1. Make sure printer is powered on.
  2. Click on the Apple logo / menu at the upper left corner of your computer's screen, then click on System Preferences.
  3. Click on Printers & Scanners (or Print & Fax.)
  4. There, click on your Epson printer, then click on the - (minus) button at bottom left, and confirm Yes to delete it for now. Make sure there is not any Epson item showing there for now.
  5. Click on the + (plus) button at bottom left, and see if it detects your Epson printer.
  6. If yes, click on your Epson printer, then then click on Add.
  7. Then see if you can print now.

- If it still cannot print, please try the following steps on the printer's screen:

  1. Make sure printer is powered on.
  2. Press the Home button on printer.
  3. Use the arrow buttons to select option Wi-Fi Setup, then press OK button.
  4. Use the arrow buttons to select option Wi-Fi Setup Wizard, then press OK.
  5. Use the arrow buttons to select your Wi-Fi / wireless network name, then press OK button.
  6. Continue following the instructions there in order to connect to your network name.
    - If needed, please see the full instructions at
    https://files.support.epson.com/docid/cpd4/cpd42914/source/printers/source/networking/tasks/et2550_l475/network_setting_panel_et2550_l475.html
  7. Once that is done successfully, then get the IP address number.
  8. On the computer, go to System Preferences -> Printers & Scanners (or Print & Fax), and delete any Epson printer, if it's still there. Then click on the + (plus) button to see if it is able to detect your Epson printer now. If yes, then add it, then check printing.

Please let me know. Thank you for your patience.

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Customer reply replied 4 months ago
The printer is now working. The scanner is not.
Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

Thank you. Please do the steps below again:

  1. In the EPSON Scan app, click on the EPSON Scan menu at the top, then click on Quit EPSON Scan.
  2. Make sure the printer is powered on.
  3. , then open the application called EPSON Scan Settings in the folder Epson Software in Applications
  4. , then make sure the Network option is selected
  5. , then delete / remove the current item there. Make sure there is not any item showing there.
  6. , then click on Add and see if it detects any printer item / any IP address
    - Is the IP address still the same or different?
  7. , if yes, select it and add it
  8. , then OK.
  9. , click on Test button.
    - Then what happens? What does it say?
  10. , then open the EPSON Scan application and see if you can scan with it.

Please reply at the box below. Thank you,

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Technician: Viet - Printer Tech, Printer Technician replied 4 months ago

If that does not work, please download the ICA Scanner Driver v5.8.6 for Image Capture file epson17516.dmg called at the website below:

https://ftp.epson.com/drivers/epson17516.dmg

, then open / run / instal the download file epson17516.dmg

, then open Applications, then open Image Capture app and see if you can scan with the Image Capture app.

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

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Customer reply replied 4 months ago
I have tried everything you have suggested and nothing is working.
Technician: JJesus Perez Gonzale,
 replied 4 months ago
JJesus Perez Gonzale
Category: Printers
Satisfied Customers: 42
Experience: Level II Technician at 49erShops Inc.
Verified

Hi there I would like to assist you.

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Customer reply replied 4 months ago
I am not at my home at the moment. I will be available at my computer from approximately 9.30 am tomorrow.
Technician: JJesus Perez Gonzale,
 replied 4 months ago

No problem I can assist you tomorrow.

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Customer reply replied 4 months ago
Please tell me what to do to fix my scanner problem.
Technician: JJesus Perez Gonzale,
 replied 4 months ago

Hi, what is the problem that you are having.

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Customer reply replied 4 months ago
I have previously advised the problem and have been given various instructions to fix it but nothing has worked. The scanner will not scan. I have a communication error message 9923
Technician: JJesus Perez Gonzale,
 replied 4 months ago

OK, no problem let me help you attach this problem and conclude a solution. I am sure we can get this fixed. Just bare with me here. What is the model of the scanner, and how are you scanning. Are you scanning to a PC or MAC?

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Customer reply replied 4 months ago
ET-2550 Series. scanning by using the scanner section of the Print/Scan facility. Scanning to a MAC
Technician: JJesus Perez Gonzale,
 replied 4 months ago

Are you using a feeder or strait on to the bed scanner for the printer to scan?

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Customer reply replied 4 months ago
On the bed scanner, which was working initially.
Technician: JJesus Perez Gonzale,
 replied 4 months ago

ok, when you hit scan do you see the light shifting and doing its normal hardware movements?

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Customer reply replied 4 months ago
I am scanning using the computer print/scan options. The computer is connected wirelessly.
Technician: JJesus Perez Gonzale,
 replied 4 months ago

Ok, are you able to print to the printer?

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Customer reply replied 4 months ago
When I hit scan I get the 'waiting for scanner' message. Then the Communication Error message.
Yes the printer is working.
Technician: JJesus Perez Gonzale,
 replied 4 months ago

For the sake of testing the scanner hardware, have you already connected the machine to your mac via a usb cable and tested that way?

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Customer reply replied 4 months ago
No
Technician: JJesus Perez Gonzale,
 replied 4 months ago

Ok, lets begin by doing that, this will verify if the problem is between the communication of the scanner and your mac or if this is a hardware fault.

Ask Your Own Printers Question
Technician: JJesus Perez Gonzale,
 replied 4 months ago

I would like to begin a remote session to look at the settings on your machine. You are able to see everything on which I will be working on.

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Customer reply replied 4 months ago
I am not prepared to pay the $42 right now. I have connected the cable. Selected the USB connection option on the printer. Message says communication error. Should I be using the computer or the printer now to attempt to scan?
Technician: JJesus Perez Gonzale,
 replied 4 months ago

First start by going to the system preferences on your mac

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Customer reply replied 4 months ago
Done that
Technician: JJesus Perez Gonzale,
 replied 4 months ago

Go to printers and scanners you should see your scanner selected. Then after choosing the scanner it will let you select 'Open scanner' option.

Ask Your Own Printers Question
Customer reply replied 4 months ago
Done that. Still getting the same error message
Technician: JJesus Perez Gonzale,
 replied 4 months ago

Ok, have you already tried removing the printer by chossing it and selected the - symbol and readding it by connecting it via usb cable.

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Customer reply replied 4 months ago
No, will do that now
Technician: JJesus Perez Gonzale,
 replied 4 months ago

Ok, wonderful. I will be here.

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Customer reply replied 4 months ago
That worked. The scanner worked.
Technician: JJesus Perez Gonzale,
 replied 4 months ago

Awesome! I am glad I could help. You are in paradise now!

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Technician: JJesus Perez Gonzale,
 replied 4 months ago

Please give me a good rating and complete this session. Have a nice day.

Ask Your Own Printers Question
Customer reply replied 4 months ago
does that mean I have to use the printer/scanner with the USB cable, not wirelessly?
Technician: JJesus Perez Gonzale,
 replied 4 months ago

Not at all, you will need to read the printer via wireless. Is the printer connected to your router?

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Customer reply replied 4 months ago
No. So to clarify - when I print, it is using the wireless connection. But to scan it is using the USB connection.
Technician: JJesus Perez Gonzale,
 replied 4 months ago

How it is using wireless connection. Wireless connection would mean that the printer is either connected via a network cable to your router or via wifi connection. If that is not the case how is your computer printing to the printer via wireless?

Ask Your Own Printers Question
Customer reply replied 4 months ago
It is connected via wifi.
Technician: JJesus Perez Gonzale,
 replied 4 months ago

I understand, remove your usb cable as you have readded the printer now correct. Then once you have removed the USB cable go back into system preferences and printers and scanners. Does the printer show a green next to idle in the system preferences for printers?

Ask Your Own Printers Question
Technician: JJesus Perez Gonzale,
 replied 4 months ago

Ok, after removing the cable try and scan again.

Ask Your Own Printers Question
Technician: JJesus Perez Gonzale,
 replied 4 months ago

Before trying to scan are you still able to print wirelessly?

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Customer reply replied 4 months ago
The scanner and printer both work but the printer is not giving me the option to change the print settings. ie select the different type of print options.
Technician: JJesus Perez Gonzale,
 replied 4 months ago

You are not able to see the print setting, that is ok. you can always change the settings by going to its network interface. You can do so by obtaining the IP of the printer and typing in the IP address into a web browser.

Ask Your Own Printers Question
Customer reply replied 4 months ago
That sounds complicated. I should be able to change the settings at the time of printing. Sometimes I want to print using the default option. Sometimes I want to print using the the lower print quality option.
Technician: JJesus Perez Gonzale,
 replied 4 months ago

Ah, I understand what you mean. What are you printing from? Office word?

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Technician: JJesus Perez Gonzale,
 replied 4 months ago

As we have answered your original inquiry of the scanner can you please choose this question to have accepted and answer.

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Technician: JJesus Perez Gonzale,
 replied 4 months ago

I would also appreciate a good rating, I am happy to assist you with any further inquiries.

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Customer reply replied 4 months ago
By fixing one problem another problem has been created. The printer is now set up as Airprint. In order to have the option to change the print settings it needs to be set up as Bonjour Multifunction.
When I set up this printer/scanner it was working properly. I do not understand why the settings would change.
I should not have to pay any more to have the problems rectified. If you cannot help me further unless I pay more I will phone Epson
Technician: JJesus Perez Gonzale,
 replied 4 months ago

I can definitely assist you. However it will be much easier to do so with a remote session.

Ask Your Own Printers Question
Technician: JJesus Perez Gonzale,
 replied 4 months ago

Here is the session.

http://www.justanswer.com/remotedesktop/join.aspx?Session=d8c9623d-f352-4f3f-bb60-e903899a17ef&Type=Java

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JJesus Perez Gonzale
JJesus Perez Gonzale
JJesus Perez Gonzale
Category: Printers
Satisfied Customers: 42
42 Satisfied Customers
Experience: Level II Technician at 49erShops Inc.

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