Scanning problems

Cannot scan to a computer

Action

Yes

No

Step 1

Perform a copy job.


Is the copy job successful?

Go to step 3.

Go to step 2.

Step 2

  1. Turn off the printer, wait for about 10 seconds, and then turn it back on.

  2. Scan the document.


Can you scan the document to a computer?

The problem is solved.

Go to step 3.

Step 3

Check the printer connectivity.

  1. Print the Network Setup Page. From the control panel, navigate to:

    Settings > Reports > Network > Network Setup Page.

  2. Check the network status.


Is the printer connected to the network?

Go to step 5.

Go to step 4.

Step 4

  1. Connect the printer to the network.

  2. Scan the document.


Can you scan the document to a computer?

The problem is solved.

Go to step 5.

Step 5

  1. Make sure that the printer and the computer are connected to the same network.

  2. Scan the document.


Can you scan the document to a computer?

The problem is solved.

Contact customer support.


Cannot scan to a network folder

Action

Yes

No

Step 1

  1. Create a network folder shortcut.

  2. Scan a document using the shortcut. For more information, see Scanning to a network folder.


Can you scan a document and save it to a network folder?

The problem is solved.

Go to step 2.

Step 2

Make sure that the network folder path and format are correct. For example, //server_hostname/foldername/path, where server_hostname is a fully qualified domain (FQDN) or IP address.


Is the network folder path and format correct?

Go to step 3.

Go to step 4.

Step 3

Make sure that you have a write access permission to the network folder.


Can you scan a document and save it to a network folder?

The problem is solved.

Go to step 4.

Step 4

Update the network folder shortcut.

  1. Open a web browser, and then type the printer IP address in the address field.

    Notes:

    • View the printer IP address on the home screen. The IP address appears as four sets of numbers separated by periods, such as 123.123.123.123.
    • If you are using a proxy server, then temporarily disable it to load the web page correctly.

  2. Click Shortcuts, and then select a shortcut.

    Note: If you have multiple shortcut types, then select Network Folder.

  3. In the Share Path field, type the network folder path.

    Notes:

    • If your share path is \\server_hostname\foldername\path, then type //server_hostname/foldername/path.
    • Make sure that you use forward slashes when typing the share path.

  4. From the Authentication menu, select your authentication method.

    Note: If Authentication is set to “Use assigned username and password,” then in the User Name and Password fields, type your credentials.

  5. Click Save.


Can you scan a document and save it to a network folder?

The problem is solved.

Go to step 5.

Step 5

Make sure that the printer and the network folder are connected to the same network.


Can you scan a document and save it to a network folder?

The problem is solved.

Contact customer support.


Partial copies of document or photo

Action

Yes

No

Step 1

  1. Make sure that the document or photo is loaded facedown on the upper left corner of the scanner glass.

  2. Copy the document or photo.


Is the document or photo copied correctly?

The problem is solved.

Go to step 2.

Step 2

  1. Match the paper size setting and the paper loaded in the tray.

  2. Copy the document or photo.


Is the document or photo copied correctly?

The problem is solved.

Contact customer support.


Poor copy quality

Action

Yes

No

Step 1

  1. Clean the scanner glass and the ADF glass with a damp, soft, lint-free cloth. If your printer has a second ADF glass inside the ADF, then also clean that glass.

    For more information, see Cleaning the scanner.

  2. Make sure that the document or photo is loaded facedown on the upper left corner of the scanner glass.

  3. Copy the document or photo.


Is the copy quality satisfactory?

The problem is solved.

Go to step 2.

Step 2

  1. Check the quality of the original document or photo.

  2. Adjust the scan quality settings.

  3. Copy the document or photo.


Is the copy quality satisfactory?

The problem is solved.

Contact customer support.


Vertical dark streaks on output when scanning from the ADF

A page with streaked horizontal lines

Action

Yes

No

  1. Open the scanner cover.

  2. Using a damp, soft, lint-free cloth, wipe the ADF glass and the ADF glass pad.

  3. Close the scanner cover.

  4. Scan the document.


Do vertical streaks appear on scanned documents?

Contact customer support.

The problem is solved.


Jagged image or text when scanning from the ADF

A page with jagged image or text.

Action

Yes

No

  1. Load 50 sheets of clean, plain paper into the ADF.

    Note: The plain paper helps clean or remove dust and other coating from the ADF feed rollers.

  2. From the control panel, press the submit button.

  3. Load an original document into the ADF.

  4. Scan the document.


Do jagged images or texts appear on the output?

Contact customer support.

The problem is solved.


Scan job was not successful

Action

Yes

No

Step 1

Check the cable connections.

  1. Make sure that the Ethernet or USB cable is securely connected to the computer and the printer.

  2. Resend the scan job.


Is the scan job successful?

The problem is solved.

Go to step 2.

Step 2

Check the file you want to scan.

  1. Make sure that the file name is not already used in the destination folder.

  2. Make sure that the document or photo you want to scan is not open in another application.

  3. Resend the scan job.


Is the scan job successful?

The problem is solved.

Go to step 3.

Step 3

  1. Make sure that the Append time stamp or the Overwrite existing file check box is selected in the destination configuration settings.

  2. Resend the scan job.


Is the scan job successful?

The problem is solved.

Contact customer support.


Scanner does not close

Action

Yes

No

Remove obstructions that keep the scanner cover open.


Did the scanner cover close correctly?

The problem is solved.

Contact customer support.


Scanning takes too long or freezes the computer

Action

Yes

No

Close all applications that are interfering with the scan.


Does scanning take too long or freeze the computer?

Contact customer support.

The problem is solved.


Scanner does not respond

Action

Yes

No

Step 1

  1. Check if the power cord is connected properly to the printer and the electrical outlet.

    standard caution icon CAUTION—POTENTIAL INJURY: To avoid the risk of fire or electrical shock, connect the power cord to an appropriately rated and properly grounded electrical outlet that is near the product and easily accessible.

  2. Copy or scan the document.


Is the scanner responding?

The problem is solved.

Go to step 2.

Step 2

  1. Check if the printer is turned on.

  2. Resolve any error messages that appear on the display.

  3. Copy or scan the document.


Is the scanner responding?

The problem is solved.

Go to step 3.

Step 3

  1. Turn off the printer, wait for about 10 seconds, and then turn the printer on.

  2. Copy or scan the document.


Is the scanner responding?

The problem is solved.

Contact customer support.


Adjusting scanner registration

  1. From the home screen, touch Settings > Device > Maintenance > Configuration Menu > Scanner Configuration > Scanner Manual Registration.

  2. In the Print Quick Test menu, touch Start.

  3. Place the Print Quick Test page on the scanner glass, and then touch Flatbed Registration.

  4. In the Copy Quick Test menu, touch Start.

  5. Compare the Copy Quick Test page with the original document.

    Note: If the margins of the test page are different from the original document, then adjust Left Margin and Top Margin.

  6. Repeat step 4 and step 5 until the margins of the Copy Quick Test page closely match the original document.

Adjusting ADF registration

  1. From the home screen, touch Settings > Device > Maintenance > Configuration Menu > Scanner Configuration > Scanner Manual Registration.

  2. In the Print Quick Test menu, touch Start.

  3. Place the Print Quick Test page on the ADF tray.

  4. Touch Front ADF Registration or Rear ADF Registration.

    Notes:

    • To align Front ADF Registration, place the test page faceup, short edge first into the ADF.
    • To align Rear ADF Registration, place the test page facedown, short edge first into the ADF.

  5. In the Copy Quick Test menu, touch Start.

  6. Compare the Copy Quick Test page with the original document.

    Note: If the margins of the test page are different from the original document, then adjust Horizontal Adjust and Top Margin.

  7. Repeat step 5 and step 6 until the margins of the Copy Quick Test page closely match the original document.