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Have a new mx 490 printer. The printer does everything well…

Customer Question
Have a new mx...

Have a new mx 490 printer. The printer does everything well except scanning to attach to an e-mail and the ocr function. When I try to do these I get an error message that the usb cable is not connected or the scanner is not turned on. I replaced the usb cable thinking to one that came with the printer could be at fault. Still got the same message. I reloaded the software and still got the same message. I had a older canon printer (3100??) that worked just fine on these functions. Wasn't able to find anything in the user manual to help with this.

Technician's Assistant: Is your Canon printer displaying the error on all print jobs, even after you restart it?

No. Everything works just fine except the scanning to attach

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

The unit is three weeks old. So I ised the CD that came with it. Yesterday I went to a driver update web site and their scan indicated the driver was up to date

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

Nothing else

Submitted: 4 months ago.Category: Printers
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Answered in 2 hours by:
3/20/2018
Technician: Shefin, Printer and Office Equip. Specialist replied 4 months ago
Shefin
Shefin, Printer and Office Equip. Specialist
Category: Printers
Satisfied Customers: 3,781
Experience: Working as tech support specialist with a worldwide computer manufacturer.
Verified

Hello!

Thank you for your question. I amCustomerand I look forward to helping you with your issue today.

May I know the operating system you are using? Is it Windows 10?

Are you able to copy like Xerox (photocopy) without using the computer?

Can I access your computer remotely and check the issue?

Thank you.

Customer/p>
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Shefin
Shefin
Shefin, Printer and Office Equip. Specialist
Category: Printers
Satisfied Customers: 3,781
3,781 Satisfied Customers
Experience: Working as tech support specialist with a worldwide computer manufacturer.

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Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

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