If you are experiencing scanning problems. Please review the bullet checklist of things to check before scheduling this type of service request with us. NOTE: If you are uncomfortable with checking these things, simply schedule the service request and the technician will verify these as a part of the service time to resolve the problem.
Scanning
- Check to ensure the printer/scanner device is plugged into power source and printer power is turned on
- If using USB connection, unplug and re-plug the USB cable linking the printer to the computer and reboot the computer and printer/scanner device
- If using network or wireless connection, ensure that the printer is still linked to the router
- Check the IP address to ensure it matches your current network settings
- Reboot and/or connect the printer to your router, if necessary
- Check the scanner queue on the printer/scanner device to ensure that there are no pending jobs due to connectivity issues that exist (NOTE: The memory buffer would show less than 100% available)
- Uninstall/reinstall the printer/scanner device software or drivers
- If scanning to computer folder
- Ensure that your computer discovery is turned on in the network & sharing center
- Ensure that your computer’s folder you’ve designated for receiving scans has sharing turned on
- Ensure that your sharing options includes “Everyone” with full read/write access
- If scanning to email
- Ensure that your SMTP settings are correctly entered in the printer’s configuration
- Ensure that the email address you are trying to send to is correct
- Ensure that your internet connection is currently up and running
NOTE: Scanning issues are usually resolved within 30-60 minutes whether performed remotely or onsite at your location. However, if there are more than 1 total users/computers that this problem is being addressed, the time could vary beyond the expected time to fully resolve the issue. Therefore, this service is subject to a 30-minute minimum to schedule the appointment. Additional time beyond the 30-minute minimum will be billed in 15 minute increments to continue the service event.
If you’ve checked all of the items mentioned above and are still having scanning problems, please select which type of service you’d like to schedule by clicking the appropriate button below: