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My WorkForce 3620 communicates only sporadically with my Mac…

Customer Question
My WorkForce 3620 communicates...

My WorkForce 3620 communicates only sporadically with my Mac (OS 10.11.6) It hasn't worked now for two days. It prints from the computer and faxes OK. "Communication Error" Check is the computer is connected."

Technician's Assistant: How are you connecting to your WorkForce: wirelessly or by USB?

Wirelessly

Technician's Assistant: When did you last update the printer driver software?

Epson replaced my printer a few weeks ago because of a problem, so I haven't updated since.

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

No, that's it.

Submitted: 7 months ago.Category: Printers
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Answered in 1 minute by:
11/29/2017
Technician: Jason Jones, Technician replied 7 months ago
Jason Jones
Jason Jones, Technician
Category: Printers
Satisfied Customers: 19,200
Experience: 10+ years work experience.
Verified

Hello,
I look forward to helping you today.

When the connection is dropped, what must you do to reconnect the printer to the system?

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

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Customer reply replied 7 months ago
Connection is fine with printing and faxing. But it says there is no connection when I try to scan.
Technician: Jason Jones, Technician replied 7 months ago

Are you attempting to make a scan from the computer itself or by pressing the buttons on the printer?

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Customer reply replied 7 months ago
I've tried both without success.
Technician: Jason Jones, Technician replied 7 months ago

What happens when you attempt to scan? Are you given any type of error message?

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Customer reply replied 7 months ago
34;Communication Error. Check if the computer is connected."
Technician: Jason Jones, Technician replied 7 months ago

What does it say when you attempt to scan from the computer?

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Customer reply replied 7 months ago
In Settings, when I attempt to open the Scanner, it says "Waiting for scanner..." and it sticks there.
Technician: Jason Jones, Technician replied 7 months ago

Thank you for the update. May I connect with you remotely to troubleshoot the issue directly? When the remote session begins, we will be able to communicate back and forth via a chat window that will appear on your computer screen.

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Customer reply replied 7 months ago
Sorry, but I have a home business and have an appointment that just arrived. I will have to continue this later.
Technician: Jason Jones, Technician replied 7 months ago

I will be here.

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Shefin
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