topic Re: MB5420 Won't SCAN and Printed Docs Stay in the Print Queue in Office Printers

MB5420 Won't SCAN and Printed Docs Stay in the Print Queue

clawsonrbc — Mon, 18 Nov 2019 20:22:13 GMT

Hello, suddenly my MB5420 won't scan via wireless or via USB. And documents are printed but stay in the print queue. I've deleted the printer and reinstalled it. Still NO scan. Still print queue messed up. Help please.

Re: MB5420 Won't SCAN and Printed Docs Stay in the Print Queue

Patrick — Mon, 18 Nov 2019 20:38:06 GMT

Hi clawsonbrc,

What version of Windows is installed on your computer? If using a Mac, what version of OS X is installed?

Re: MB5420 Won't SCAN and Printed Docs Stay in the Print Queue

clawsonrbc — Mon, 18 Nov 2019 21:38:08 GMT

Windows 10, latest.

Re: MB5420 Won't SCAN and Printed Docs Stay in the Print Queue

larryc43230 — Tue, 19 Nov 2019 12:45:21 GMT

I suddenly have the same problem with my MG5520 (the scanner won't scan; I haven't noticed any problem with the print queue). I also have the latest version of Windows 10 (Version 1909). I'm beginning to wonder whether this recent Windows update broke the scanning capability.

I've created a separate thread with the details of my situation.

Larry

Re: MB5420 Won't SCAN and Printed Docs Stay in the Print Queue

clawsonrbc — Tue, 19 Nov 2019 15:24:19 GMT

Larry, can you send a link to your request?

Re: MB5420 Won't SCAN and Printed Docs Stay in the Print Queue

clawsonrbc — Tue, 19 Nov 2019 15:34:26 GMT

I run Windows 10 Pro, latest update. Code given is 2, 157, 50. Here is the message. I've done this being right next to the device.

Re: MB5420 Won't SCAN and Printed Docs Stay in the Print Queue

larryc43230 — Wed, 20 Nov 2019 16:24:12 GMT

Here is my post describing the issue with my MG5520:

https://community.usa.canon.com/t5/Printer-Multifunction-Support/MG5520-scanner-no-longer-connecting-and-not-scanning/m-p/287015#M34271

Larry

Re: MB5420 Won't SCAN and Printed Docs Stay in the Print Queue

Patrick — Wed, 20 Nov 2019 20:44:27 GMT

Hi clawsonrbc,

The 2,157,50 error is caused by security software blocking communication from the scanner to your computer.

Let's try using USB, as you said that you were unable use this method as well.

Please follow these steps:

1. Disconnect the USB cable from your MB5420.

2. Press the Windows key on your keyboard and the letter R, then let both go.

3. In the Run window, please type CONTROL PANEL and click OK.

4. Click on View devices and printers.

5. Right click the MB5400 series and left click on Remove device. Repeat until all MB5400's are removed.

6. Click on Control Panel in the upper left corner (or the Back button).

7. Click on Uninstall a program.

8. In the list that appears, please click on "Canon MB5400 series MP Drivers" and then Uninstall at the top.

9. Follow the on screen prompts to install.

Once removed from the list, please close Control Panel and then reinstall the driver:

1. Open a web browser and go to this link:

https://www.usa.canon.com/internet/portal/us/home/support/details/printers/small-office-home-office-printers/mb5420/maxify-mb5420

2. Click on the Drivers & Downloads button.

3. Click the Select button to the right of "MB5400 series MP Drivers Ver.1.02 (Windows)".

4. Click the Download button.

5. Once the download is complete, please open your downloads folder and double click "m68n-win-mb5400-1_02-ea34_2.exe" to begin the installation.

6. During the installation, please select USB Connection and reconnect the USB cable when prompted.

Once reinstalled, please follow these steps:

1. Press the Windows key on your keyboard and the letter R, then let both go.

2. In the Run window, please type NOTEPAD and click OK.

3. Type TEST PAGE in Notepad.

4. Click on File and then Print. The Canon MB5400 series Printer should be highlighted. Click Print at the bottom.

Does the test from Notepad print?

If it does, please attempt to print using the IJ Scan Utility:

https://ugp01.c-ij.com/ij/webmanual/ScanUtility/W/MB5400%20series/1.1/EN/SU/Top.html

Re: MB5420 Won't SCAN and Printed Docs Stay in the Print Queue

clawsonrbc — Thu, 21 Nov 2019 19:26:50 GMT

I did this via USB. Was able to printt and scan. Once I went wireless, I was able to print, but AGAIN, the print queue did NOT change, see screen shot. I then manually deleted the document from the print queue, and got the same error message [even though all security is still off]

Re: MB5420 Won't SCAN and Printed Docs Stay in the Print Queue

Darius — Fri, 22 Nov 2019 20:03:13 GMT

Hi, clawsonrbc.

Windows operating systems will treat the USB and wireless connections to the same device as separate devices. For this reason, when using the IJ Scan Utility and the MB5420, ensure the Product Name drop-down is set as following:

For USB, "MB5400 series";

On a network, "MB5400 series Network"

If you need immediate assistance with this issue, please call us at 1-800-OK-CANON (652-2666), Monday - Friday 10:00 a.m. to 6:30 p.m. ET (excluding holidays).

Did this answer your question? Please click the Accept as Solution button so that others may find the answer as well.

Re: MB5420 Won't SCAN and Printed Docs Stay in the Print Queue

clawsonrbc — Sat, 23 Nov 2019 16:02:43 GMT

Same error message, with or without antivirus / firewall, etc.

Re: MB5420 Won't SCAN and Printed Docs Stay in the Print Queue

clawsonrbc — Sat, 23 Nov 2019 16:21:44 GMT

OK, once I deleted the document that remained in the print queue after printing -- that still is an issue -- AND turned off the Malwarebytes AND Windows Defender -- I was able to scan. HOWEVER, I STILL NEED THAT PROTECTION!

Re: MB5420 Won't SCAN and Printed Docs Stay in the Print Queue

Darius — Mon, 25 Nov 2019 18:34:32 GMT

Hi, clawsonrbc.

If the scanner worked with the av disabled, then you may be able to restore function by adding the relevant exceptions to your security software. A list of common ports may be found at the following Canon Knowledgebase article:

https://support.usa.canon.com/kb/index?page=content&id=ART174139

Refer to the security software's support for directions on adding exceptions.

Regarding the print queue, if it is not updating, check that Bidirectional Printing is enabled. You may find it through the following steps:

Open the Windows start menu.
Click on Settings (the gear icon).
Select Devices and, within that, Printers & Scanners.
Select the MB5400 series from the list of printers.
Click on the Manage button that appears beneath it after selecting it.
Click on the Printer Properties link.
At the top of the Printer Properties window, select the Ports tab.
The "Enable bi-directional printing" option will be a check box below the list. Ensure it is checked, then click OK.

If it is already checked, then the print queue not emptying should be corrected by adding the relevant exceptions to your security software. If this is the case, click Cancel or OK to close the Printer Properties window.

If you need immediate assistance with this issue, please call us at 1-800-OK-CANON (652-2666), Monday - Friday 10:00 a.m. to 6:30 p.m. ET (excluding holidays).

Did this answer your question? Please click the Accept as Solution button so that others may find the answer as well.