Solving scanner problems

The scanner does not respond

Action

Yes

No

Step 1

Check if the printer is turned on.


Is the printer turned on?

Go to step 2.

Turn on the printer.

Step 2

Check if the printer cable is securely attached to the printer and the computer, print server, option, or other network device.


Is the printer cable securely attached to the printer and the computer, print server, option, or other network device?

Go to step 3.

Connect the printer cable securely to the printer and the computer, print server, option, or other network device.

Step 3

Check if the power cord is plugged into the printer and a properly grounded electrical outlet.


Is the power cord plugged into the printer and a properly grounded electrical outlet?

Go to step 4.

Connect the power cord to the printer and a properly grounded electrical outlet.

Step 4

Check if the electrical outlet is turned off by a switch or breaker.


Is the electrical outlet turned off by a switch or breaker?

Turn on the switch or reset the breaker.

Go to step 5.

Step 5

Check if the printer is plugged into any surge protectors, uninterruptible power supplies, or extension cords.


Is the printer plugged into any surge protectors, uninterruptible power supplies, or extension cords?

Connect the printer power cord directly to a properly grounded electrical outlet.

Go to step 6.

Step 6

Check other electrical equipment plugged into the outlet.


Are the other electrical equipment working?

Unplug the other electrical equipment and turn on the printer. If the printer does not work, then reconnect the other electrical equipment and then go to step 6.

Go to step 7.

Step 7

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


Are the printer and scanner working?

The problem is solved.

Contact customer support.


Scan job was not successful

Action

Yes

No

Step 1

Check the cable connections.

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


Are the cables securely connected?

Go to step 2.

Connect the cables properly.

Step 2

Check if the file name is already in use.


Is the file name already in use?

Change the file name.

Go to step 3.

Step 3

Check if the document or photo you want to scan is open in another application or being used by another user.


Is the file you want to scan open by another application or user?

Close the file you are scanning.

Go to step 4.

Step 4

Check if either the Append time stamp or the Overwrite existing file check box is selected in the destination configuration settings.


Is the Append time stamp or Overwrite existing file check box selected in the destination configuration settings?

Contact customer support.

Select the Append time stamp or Overwrite existing file check box in the destination configuration settings.


Scanner unit does not close

Action

Yes

No

Check if there are obstructions in the scanner unit.

  1. Lift the scanner unit.

  2. Remove any obstruction keeping the scanner unit open.

  3. Lower the scanner unit.


Did the scanner unit close correctly?

The problem is solved.

Contact customer support.


Scanning takes too long or freezes the computer

Action

Yes

No

Step 1

Check if other applications are interfering with the scan.

Close all applications that are not being used.


Does scanning still take too long or freeze the computer?

Go to step 2.

The problem is solved.

Step 2

Select a lower scan resolution.


Does scanning still take too long or freeze the computer?

Contact customer support.

The problem is solved.


Poor scanned image quality

Action

Yes

No

Step 1

Check if an error message appears on the display.


Is there an error message on the printer display?

Clear the error message.

Go to step 2.

Step 2

Check the quality of the original document.


Is the quality of the original document satisfactory?

Go to step 3.

Increase the scan resolution settings for a higher-quality output.

Step 3

Clean the scanner glass and the ADF glass using a clean, lint-free cloth dampened with water.


Is the scanner glass clean?

Go to step 4.

See Cleaning the scanner glass.

Step 4

Check the placement of the document or photo.

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


Is the document or photo loaded correctly?

Go to step 5.

Place the document or photo facedown on the scanner glass in the upper left corner.

Step 5

Send a print job, and then check for print quality problems.

  • From the General Settings menu, adjust the Eco-Mode settings.

  • From the Copy menu, adjust the Darkness setting.

  • When the print becomes faded, replace the toner cartridge.


Is the print quality satisfactory?

Go to step 6.

See Print quality problems.

Step 6

Check the scan settings.

From the Scan screen, make sure the Content Type and Content Source settings are correct for the document being scanned.


Are the Content Type and Content Source settings correct for the document being scanned?

Go to step 7.

Change the Content Type and Content Source settings to match the document being scanned.

Step 7

Increase the scan resolution settings for a higher-quality output.


Did the increased resolution produce a higher-quality output?

Problem solved.

Contact customer support.


Partial document or photo scans

Action

Yes

No

Check the placement of the document or photo.

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


Is the document or photo loaded correctly?

Contact customer support.

Load the document or photo facedown on the scanner glass in the upper left corner.