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Imageclass MF229dw not scanning

Customer Question
Imageclass MF229dw not scanning
Submitted: 4 months ago.Category: Printers
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Answered in 5 minutes by:
12/22/2017
Technician: arsufi2002, Technician replied 4 months ago
arsufi2002
arsufi2002, Technician
Category: Printers
Satisfied Customers: 1,662
Experience: Experience in all major branded printers
Verified

Hi,

My name is ***** ***** of the expert in computer category. I am sorry to hear that you have this issue, I look forward to assisting you today with your question and providing the best answer possible.

Please save this page to favorites( ctrl + d) so that you can reconnect in case you get disconnected

Please find reply box below to post your response

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Technician: arsufi2002, Technician replied 4 months ago

Are you trying to scan images to computer

or

The scanner itself is not working?

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Customer reply replied 4 months ago
Hi Fiyaz....trying to scan to my computer but bother are not working
Customer reply replied 4 months ago
Fiyaz I have a monthly membership....not sure why you are asking for another $39
Customer reply replied 4 months ago
are you still there
Technician: arsufi2002, Technician replied 4 months ago

Can you just check the scanner works by using the copy function on printer

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Customer reply replied 4 months ago
it does
Technician: arsufi2002, Technician replied 4 months ago

Please ignore that message.. Its for premium support

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Technician: arsufi2002, Technician replied 4 months ago

ok..

That means scanner is working fine.. All we have to do the troubleshooting on system side

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Customer reply replied 4 months ago
ok
Technician: arsufi2002, Technician replied 4 months ago

Are you able to print from computer?

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Customer reply replied 4 months ago
it prints fine as well
Technician: arsufi2002, Technician replied 4 months ago

Are you having Windows 10 OS on computer?

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Customer reply replied 4 months ago
on a surface pro 3 or 4 not sure
Technician: arsufi2002, Technician replied 4 months ago

Can i start a remote session with computer

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Customer reply replied 4 months ago
sure
Technician: arsufi2002, Technician replied 4 months ago

Please download and run secure remote tool from below link

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Technician: arsufi2002, Technician replied 4 months ago

Click here to download file

Double click file after download

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Customer reply replied 4 months ago
am i going to be charged additional?
Customer reply replied 4 months ago
what number am I entering?
Technician: arsufi2002, Technician replied 4 months ago

connected

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Technician: arsufi2002, Technician replied 4 months ago

It seems to be hardware problem...

Since scanner issue continues even after connecting second computer, i suspect scanner problem

Let me opt out to other experts to see they have different answer

Thank You..

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Technician: Harry, Engineer replied 4 months ago
Harry
Harry, Engineer
Category: Printers
Satisfied Customers: 1,678
Experience: IT at Justanswer
Verified

Hello:

Welcome to JustAnswer! My name is ***** ***** I am happy to be assisting you today. My sincerest apologies that it look so long for someone to reply, we're a bit behind with the holidays coming upon us. Before we begin, can you please let me know if you still need help with your question? Just use the reply box to let me know.

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Customer reply replied 4 months ago
Hi Harry, we still need help
Technician: Harry, Engineer replied 4 months ago

I am reading over the notes from the previous expert and he feels that it is a hardware issue.

How old is the unit?

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Customer reply replied 4 months ago
1.5-2 years. If it suddenly stopped working then that may be the case however it was working fine until we moved offices and needed to upload new drivers.
Technician: Harry, Engineer replied 4 months ago

To be honest, any type of electronic can work one minute and fail the next minute. I am not saying that is the case here but it can happen even if it was just working 5 minutes prior.

Let's go over everything again:

Does it scan from the unit itself?

Does it print?

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Customer reply replied 4 months ago
It prints, at one point yesterday we got it to scan, however we were uncertain if it was me initiating the scan from the printer itself or if it was the technician initiating it from his side remotely. we both tried to get it to scan again and we could not
Customer reply replied 4 months ago
I just got it to scan from the printer itself
Customer reply replied 4 months ago
I truly do not think this is a hardware issue. I think it is a settings issue
Customer reply replied 4 months ago
Harry are you still there?
Technician: Harry, Engineer replied 4 months ago

Are you using the scan software on the computer?

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Customer reply replied 4 months ago
Also downloaded the microsoft app called scan to help. Have mf toolbox downloaded as well
Technician: Harry, Engineer replied 4 months ago

Do you see any error messages?

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Harry
Harry, Engineer
Category: Printers
Satisfied Customers: 1,678
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