topic Re: Scanning with Pixma TR8600a using Mac OS 15.5. in Desktop Inkjet Printers

Problems Scanning with PIXMA TR8620a using Mac OS 15.5.

bruce334 — Tue, 03 Jun 2025 15:38:08 GMT

I've been gifted a TR8600a replacing an older Canon printer. After unpacking, setting up device and connecting to my iMac (v. 15.5), via USB, I'm having problems with the scan function. Print works fine, but when attempting to scan, Scan Utility gives message "Cannot communicate with scanner, cable is disconnected or scanner being used by another user. If print function works, obviously the USB connection is correct. I've tried disconnecting and reconnecting without success. Help!

Re: Scanning with Pixma TR8600a using Mac OS 15.5.

kimg1954 — Mon, 26 May 2025 19:57:15 GMT

Wow, this is eerily similar to a problem I'm having with loss of scanning under Mac OS 15.5. I just posted my issue a few minutes ago, so you'll see it in here. Yours is the FIRST one I've seen on a Mac "losing sight" of a Canon scanner, and I've been looking around online for a good week now! I hope that, together, your post and mine, will lead to someone at Canon and/or Apple to drill down and nail this odd problem!

Re: Scanning with Pixma TR8600a using Mac OS 15.5.

bruce334 — Mon, 26 May 2025 20:10:36 GMT

Was experiencing the same problem on TR4720 and thought it might be software as Apple/Canon pointed the finger at each other. Inherited/gifted brand new TR8620a and same problem occurs. I've connected printer to new iMac 24 desktop using USB-c hub connector and everything else works OK. I've even tried scanning direct from the operations panel selecting the local USB option and it goes through the steps, but nothing appears on my Mac desktop or files.

Re: Scanning with Pixma TR8600a using Mac OS 15.5.

Danny — Tue, 27 May 2025 13:49:16 GMT

Thanks for joining the conversation, bruce334!

So that the Community can help you better, we need to know exactly which Canon printer model you're using within the PIXMA TR8600 series. The model number should be on the front of the printer at the lower right corner of the movable control panel. That, and any other details you'd like to give will help the Community better understand your issue!

If this is a time-sensitive matter, click HERE search our knowledge base or find additional support options HERE.

Thanks and have a great day!

Re: Scanning with Pixma TR8600a using Mac OS 15.5.

bruce334 — Tue, 27 May 2025 16:38:17 GMT

It's a Pixma TR8620a

Re: Scanning with Pixma TR8600a using Mac OS 15.5.

Patrick — Fri, 30 May 2025 18:14:45 GMT

Hi Bruce334,

As a test, please try scanning using the Mac's application Image Capture.

For information regarding using Image Capture, please use this link:

support.apple.com - Image Capture User Guide

Are you able to scan using Image Capture?

Did this answer your question? If so, please click the Accept as Solution button below so that others may find the answer as well.

Re: Scanning with Pixma TR8600a using Mac OS 15.5.

bruce334 — Fri, 30 May 2025 18:24:18 GMT

Can't scan using Image Capture. Select Printer & Scanners, then TR8620 appears as selected printer. I then select open scanner and there's no scanner appearing.

Re: Scanning with Pixma TR8600a using Mac OS 15.5.

Patrick — Fri, 30 May 2025 18:30:16 GMT

Hi bruce334,

As a test, if you connect your TR8620a to your Wi-Fi and then attempt to scan using the IJ Scan Utility Lite, are you able to scan? If not, please try Image Capture again. If you are unable to scan using Image Capture when your TR8620a is connected to Wi-Fi, what is the error code that appears?

Did this answer your question? If so, please click the Accept as Solution button below so that others may find the answer as well.

Re: Scanning with Pixma TR8600a using Mac OS 15.5.

bruce334 — Fri, 30 May 2025 18:43:40 GMT

I tried connecting to Image Capture with Wi-Fi. Wi-fi error message unable to connect. Same as with USB (which I was trying to do initially). No scanner appears in wi-fi either. I downloaded all recommended software for use with Mac (Sequoia) without success.

Re: Scanning with Pixma TR8600a using Mac OS 15.5.

Patrick — Fri, 30 May 2025 20:38:54 GMT

Hi bruce334,

Please contact one of Canon's Technical Support Representatives via phone or chat. To contact a Technical Support Representative, please use the link below to log into your My Canon account:

https://mycanon.usa.canon.com

Once logged in, click on your PIXMA TR8620a and then click on the Product Support button. When that page loads, click on either the Phone Support button or the Chat Support button to access support.

Did this answer your question? If so, please click the Accept as Solution button below so that others may find the answer as well.

Re: Scanning with Pixma TR8600a using Mac OS 15.5.

bruce334 — Fri, 30 May 2025 20:57:01 GMT

Been there, done that. Canon rep said it was an Apple problem. I've spent over an hour on phone with Apple tech support. They remotely viewed my Mac and came up with the same result, It's not a problem with the Mac OS. I've even tried to bypass the Canon software previously downloaded and connect via AirPrint/WiFi and that didn't work. Still no scanner appearing in System Preferences when scanner selected.

Re: Scanning with Pixma TR8600a using Mac OS 15.5.

kimg1954 — Mon, 02 Jun 2025 18:48:31 GMT

Hi Bruce334,

I heard today from fellow poster "alb3" in this forum that his scanner problem under MacOS 15.5 is suddenly gone.

I just ran the Canon IJ Lite app here, and it now works for me too! Finds the scanner, gives me a menu screen of different ways to scan, etc. Before, it would just search indefinitely for a scanner and never find one.

I also removed my "printer only" Canon device in MacOS Settings > Printers & Scanners, then I re-added it from the same window. The new device definition now INCLUDES the heretofore missing "Open Scanner..." button, which is what I used to see until opening my report in this forum. And it does operate the scanner properly.

In the past day or two I believe Canon must have silently corrected their device software for Mac OS 15.5 compatibility, and propagated it around via auto-update.

--Kim

Re: Scanning with Pixma TR8600a using Mac OS 15.5.

bruce334 — Mon, 02 Jun 2025 21:51:03 GMT

Well, in a last ditch attempt to resolve, after in exasperation, disgust and disappointment and trashing the Canon drivers and software, I reinstalled the Setup and lo and behold the scanner now appeared in SystemI settings. Although the issue appears to be resolved, I spent far too much time trying to resolve an issue that was apparently Canon's fault by not including the appropriate driver for the scanner and bit the bullet and ordered an alternate all-in-one device from another manufacturer. I'll keep the TR4620 as an alternate backup, but this incident has left me with less than optimum regard for Canon. Thanks for feedback.

Re: Scanning with Pixma TR8600a using Mac OS 15.5.

kimg1954 — Mon, 02 Jun 2025 23:37:22 GMT

Bruce, I won't try to reduce your less-than-optimum regard. But, I worked 38 years in I/T (programming, server support, multiple platforms) and I'll just pass along that "stuff happens" sometimes. And multi-vendor interplay of peripherals gets complicated, despite implementing the best protocols and procedures among the companies involved. I/T incidents happen all the time, and as long as there's a demonstrably reliable vehicle for reporting, following-up, and (hopefully quickly) solving each incident, it's how progress is incrementally made towards "perfection". [In I/T breakage situations where lives could be at risk or $billions could be lost, this method is obviously unsatisfactory.]

I'm quite happy that this "loss of scanning" under MacOS 15.5 was reported here by 3 of us, that we shared our respective experiences, that a Canon rep turned up and asked some key questions -- particularly if Apple's Image Capture app worked or not. The answers that he quickly got from 2 of us seems to have helped his team drill down to what we call Root Cause(s), and to propagate a fix relatively soon thereafter.

So, I'm not disappointed in Canon's products and support from this experience. Hopefully similar glitches don't keep popping up in the near future, but if they do I have found confidence that Canon in 2025 is listening and responsive to customers.

JMO, --Kim

Re: Scanning with Pixma TR8600a using Mac OS 15.5.

bruce334 — Tue, 03 Jun 2025 15:36:22 GMT

Kim, I get and understand your eloquent and well-stated response and that "stuff happens"sometimes. For me, it was not a pleasant, or easy experience and I'll just chalk it up to misfortune; some ignorance on my part, but even though I'm now retired, I have better things to do than spend countless hours easter egg hunting for a workable solution. I even bit the bullet and had a IT repairman (highly recommended) come to my home and try and fix the problem. After spending over an hour, getting the same result, he started it was a driver problem and laid the fault on Canon. Although he didn't charge me, I was willing to pay extra to fix a problem that should've been rectified by Canon earlier. Since this was the first issue I've ever had with Canon and they do make top notch products, I'll still consider Canon in in the future. Thanks.