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I am having trouble scanning pages to my computer printing…

Customer Question
I am having trouble...

I am having trouble scanning pages to my computer printing is fine and everything else if fine but I cannot scan

Technician's Assistant: What is the machine's exact make and model? And can you guesstimate how old it is?

Yes one sec

Technician's Assistant: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?

Canon MF240 series and I purchased the printer within the last two months

Technician's Assistant: How long has this been an issue? What happened right before this popped up?

I have never scanned on this printer before

Technician's Assistant: Anything else you want the Printer Expert to know before I connect you?

No that's it. Everything is fine except I cannot scan to PC. It says connect to computer but I am already connected

Submitted: 8 months ago.Category: Printers
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Answered in 1 minute by:
11/11/2017
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago
John Lohr
John Lohr, Computer Hardware Engineer
Category: Printers
Satisfied Customers: 717
Verified

Hello and thank you for choosing JustAnswer. My name is ***** ***** I will be happy to help you.

What kind of computer are you using? And have you always had this issue or is it a new issue?

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Customer reply replied 8 months ago
A Lenovo yoga 720
Its a new issue as this is a new laptop and a new printer
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

What version of windows is on your laptop?

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Customer reply replied 8 months ago
Latest version
Windows 10 I believe
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

And have you installed the printer software on the laptop?

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Customer reply replied 8 months ago
I'm not sure. My printer is working so I assume so?
Customer reply replied 8 months ago
How can I tell if the software is installed?
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

Please install this Canon Scan utility on your laptop:

http://pdisp01.c-wss.com/gdl/WWUFORedirectTarget.do?id=MDIwMDAwNDUwODA3&cmp=ABR&lang=EN

Does this work?

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Customer reply replied 8 months ago
Give me a minute or two and I will see
Customer reply replied 8 months ago
It did not work
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

Is the issue that the printer will not scan or your computer is not giving you the option to scan?

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Customer reply replied 8 months ago
The issue is the printer will not scan to my computer. When I hit scan to pc from the printer it says connect to computer and nothing happens
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

Can you scan from the computer using the utility I had you install?

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Customer reply replied 8 months ago
How do I do that?
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

Is there an icon on your desktop called scan utility now?

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Customer reply replied 8 months ago
I don't see it. Brand new computer and their is nothing on my desktop
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

If you go to the search bar at the bottom of your screen and type "Scan" does a scan program appear?

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Customer reply replied 8 months ago
It says windows fax and scan desktop app. Is that it?
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

That one should work also

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Customer reply replied 8 months ago
Ok clicked on it. Now what?
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

Open that app and at the top please select "New Scan"

In the next window that opens, if your printer is not selected, click change and select your printer.

Then verify that the other settings match what you wish to scan.

You can press preview to preview the scan or just scan to immediately scan it

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Customer reply replied 8 months ago
I clicked new scan. It says "No scanners were detected. if a scanner is installed, make sure that it is powered on and connected to the computer, and then try again. For information about adding or troubleshooting scanners, see Help and Support."
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

Could you verify what model your printer is one more time for me?

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Customer reply replied 8 months ago
Canon MF240 series
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

Do you know the specific number it is in the series?

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Customer reply replied 8 months ago
That's all it says. Where would I find that?
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

On the packaging it should or on the printer

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Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

Did it come with a CD at all?

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Customer reply replied 8 months ago
Cannon F173700?
Customer reply replied 8 months ago
No CD
Customer reply replied 8 months ago
The first one. The 247
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago
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Customer reply replied 8 months ago
ok
Customer reply replied 8 months ago
downloaded. Now what?
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

Is the printer wired or wireless?

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Customer reply replied 8 months ago
wireless
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

Please do the following on your computer:

  1. Press start
  2. Select Settings (Gear Icon)
  3. Select "Devices"
  4. Select "Printers and Scanners"
  5. Select the printer
  6. Select "Remove"
  7. Install the file I just had you download
  8. Back in the "Printers and Scanners" menu, select "Add a printer or scanner"
  9. Select your printer
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Customer reply replied 8 months ago
ok one sec
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

Okay please let me know

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Customer reply replied 8 months ago
When I hit add printers & scanners on step 8 nothing pops up
It says the printer that I want isn't listed
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

How did you connect the printer initially?

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Customer reply replied 8 months ago
wifi
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

How did you get the computer to see it the first time you set it up?

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Customer reply replied 8 months ago
I did nothing. I have no problem with a word or excel document it just lets me print
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

It still lets you print?

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Customer reply replied 8 months ago
let me try
Customer reply replied 8 months ago
just printed
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

Okay, try scanning now please

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Customer reply replied 8 months ago
just tried scanning. It sees computer now but says error occurred. On my comp this pops up. "MF Scan Utility that is supported by the scanner you are using may not be installed on your computer. Install the appropriate MF scan Utility, and then perform the operation again."
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

Here is the link to download that:

http://pdisp01.c-wss.com/gdl/WWUFORedirectTarget.do?id=MDIwMDAwNDUwODA3&cmp=ABR&lang=EN

Download and run that file please

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Customer reply replied 8 months ago
ok one second
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

Okay please let me know

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Customer reply replied 8 months ago
same message popped up with same error
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

Try the following:

  1. In the search bad, type "Services" and open that app
  2. Scroll down to "Windows Image Acquisition (WIA)"
  3. Right click it and select Properties
  4. Make sure "Startup Type" is "Automatic"
  5. Click the "Log On" tab
  6. Make sure "Local System Account" and "Allow Service to interact with desktop" are checked
  7. Click on Recovery
  8. Select "First Failure" and select "Restart the Service"
  9. Select Apply
  10. Right click the WIA service again and select restart.
  11. try scanning
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Customer reply replied 8 months ago
ok one min
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

Thank you

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Customer reply replied 8 months ago
same thing pops up
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

What about if you try scanning from the computer?

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Customer reply replied 8 months ago
how do I scan from the computer?
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

In the Search bar please type "Scan" as we did before

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Customer reply replied 8 months ago
that appears to have worked
Customer reply replied 8 months ago
It scanned, however when I press the buttons on the printer it does not work
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

Great! You may need to scan using the computer for the time being until Canon releases a software update. It seems to be a software issue on their side.

Is there anything else I can help you with today?

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Customer reply replied 8 months ago
No that's it. Thank you
Technician: John Lohr, Computer Hardware Engineer replied 8 months ago

Great, would you mind rating my service at the top of your screen from 1-5 stars please?

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