topic Re: MF644Cdw scan function won't stay connected in Office Printers

MF644Cdw scan function won't stay connected

hookedup — Sat, 07 Sep 2019 01:29:35 GMT

ImageClass MF644Cdw

Windows 10

Connection via USB (direct and no network)

After hibernation or a cold start, if I try to scan, the keypad message reads, “Connect the computer.” If I Restart (not shutdown and start) my pc, the connection gets restored and I can scan.

While scanner was disconnected, I’ve gone to the Canon MF Scan Utility and tried activating the scanner through the app. I get a message, “Canon MF Scan Utility has stopped. A problem…” If I try to print a document from the pc when the scan problem exists, there are no issues.

I’ve tried all the power setting suggestions for the USB ports and all the suggestions to keep the port from powering saving when not in use etc. I’ve uninstalled and installed the drivers per Canon following the disconnect/connect suggestions of the cable during the download and uploading. I've spent a LOT of time waiting on the customer help line waiting to speak to someone. I spoke to them once and the issue was not resolved.

The printer is two weeks new to me and already ready to take it back. Any help would be appreciated. Thank you.

Re: MF644Cdw scan function won't stay connected

Metzaluna2 — Wed, 20 Nov 2019 22:48:56 GMT

I have the same problem. 2nd Canon with an unfic=xable problem. Canon has held me on the phone twice for an hour then cut off the call. Unit is 5 days old, but I destryed the box, so cannot return it. I will NEVER buy canon again

Re: MF644Cdw scan function won't stay connected

Darius — Fri, 22 Nov 2019 17:43:33 GMT

Hi, hookedup and Metzaluna2.

If this error is occurring on the MF644Cdw following power saver or powering off and then on again, then it's possible that the scanner driver has become corrupted. First, remove the printer's scanner driver:

Open the Windows Start menu in the corner of your screen.
Select Settings in the bottom-left corner of the (the icon that looks like a gear or sun).
In Settings, select Apps or, if that option isn't available, System Preferences.
On the left side of the new window, ensure Apps & Features is selected.
Select and uninstall the ScanGear scanner driver.
(optional) if the computer asks you to restart, do so.

Once the driver is uninstalled, you may reinstall it using the Recommended driver installation found on the MF644Cdw Drivers & Downloads page:

https://www.usa.canon.com/internet/portal/us/home/support/details/printers/color-laser/color-imageclass-mf644cdw/color-imageclass-mf644cdw#drivers_downloads_tab

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: MF644Cdw scan function won't stay connected

hookedup — Sat, 23 Nov 2019 16:02:35 GMT

No, Darius - Product Expert, the solution did NOT fix the problem.

I'm sorry but what is jsut as annoying is that my initial post states that I have tried replacing the drivers according to Canon's procedure posted online and now your reply suggests that I do this.

To circumvent the problem, I have had to do a workaround waiting for some kind of REAL answer. My post was 09/06/2019 and here it is 11/23/19. Now my printer is almost 3 months old and no real solution.

Re: MF644Cdw scan function won't stay connected

Darius — Mon, 25 Nov 2019 17:41:07 GMT

Hi, Hookedup.

I clarified in my response, since, in reinstalling drivers, the ScanGear drivers are easy to overlook. If you haven't done so, you may also try uninstalling, restarting the computer, and then reinstalling. Sometimes the restart is necessary to clean up lingering settings that caused the corruption before the drivers may be successfully reinstalled.

If that has already been done and doesn't correct the problem, and the computer is a laptop, then it may be powering down the USB port from lack of use; refer to the computer's manufacturer's support for help changing these settings. It may also be a firewall, antivirus, or security software blocking the communications. Ensure the ScanGear driver and Canon-produced scanning software for the printer has been allowed through the firewall/antivirus. Refer to the security software's support for directions on adding exceptions.

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: MF644Cdw scan function won't stay connected

Metzaluna2 — Mon, 25 Nov 2019 22:30:16 GMT

Thank you, Darius, for your responses, I have instituted a temporary fix of extending the automatic sleep time for the machine to the max. Works for the moment. I use my printer/scanner for work and frankly do not have the time right now to try fixes. I will probably return the product if that is required. I did not pay for it intending to become a Canon tech, or an unpaid product tester/developer. BTW I would have loved to speak to a service tech, but twice I was put on hold for over an hour, then hung up on. I know this was neither your fault nor your doing, but it is Canon's, and it is shameful.

Re: MF644Cdw scan function won't stay connected

abovewater — Wed, 04 Dec 2019 07:35:56 GMT

I experience exactly the same problem. I use wireless instead. Followed the instruction, and it is not working at all!! TOO FRUSTRATED!!! Scanning NOT working. Always says ""Connect to computer". Unable to change the scan feature (like file type, etc.) on the touch screen but I only can control scanning use the computer. etc., etc.,

Re: MF644Cdw scan function won't stay connected

Metzaluna2 — Thu, 05 Dec 2019 15:05:03 GMT

If anyone has a solution please let us know. I use mine in a very busy home business and I loathe to take the time (and lose the money and clients I would have otherwise) to return it, install a new scanner and learn new software. It is getting to that point, however. HELP

Re: MF644Cdw scan function won't stay connected

bell1971 — Fri, 03 Jan 2020 21:22:19 GMT

Hello,

I purchased this device on 23-December-2019 and the scan to computer initially worked wirelessly when I set it up. I have done all the same troubleshooting steps as you all. I have even been successful in speaking with a CS technician but to no avail. He was unable to get it working and told me that my virus detection software must be blocking the computer from connecting to the device via the scan utililty although we disabled the virus software to test this theory and it still didn't work. I am going to return the device and purchase another brand. This is very frustrating!!

Re: MF644Cdw scan function won't stay connected

Tiny71 — Sat, 11 Jan 2020 02:02:49 GMT

I was having the same issues as I read on here. I installed the drivers probably 6 or more times and still had no luck. Kept saying it couldn't connect to my computer when I picked the Scan funcition on the printer touch screen. So, I went into the Program Files and found the MF Scan Utility. I set all the settings for all the different types of scans. On that second tab you can customize the settings for the 4 settings where it says Color, Black & White, Custom 1, Custom 2. Once I did all of that, my scanner works like a charm. It's gone into sleep mode and all comes back ok now.

Re: MF644Cdw scan function won't stay connected

hookedup — Sat, 11 Jan 2020 03:04:06 GMT

Tiny71, thanks for the input. What I don't understand is why is there a need to set anything if Canon has defaults. I could (maybe) understand if there were no values. Every one of the fields already have values. Did I miss your point? I finally ended up going wireless and that's the only way the printer found my pc. I did not want to go wireless. Thank you.

Re: MF644Cdw scan function won't stay connected

Tiny71 — Sun, 12 Jan 2020 15:36:08 GMT

i didn't get any manual with my printer other than the quick set up manual. Yes, there are defaults set on the printer. Before I changed any of the defaults, I was having the same issues as all on here Once I set the scanner to feed, etc, it worked and continues to work.

Re: MF644Cdw scan function won't stay connected

bell1971 — Sun, 12 Jan 2020 21:00:48 GMT

Thanks for the update. I returned the device. It seems that the tech support should have been able to figure this out.

Re: MF644Cdw scan function won't stay connected

Cyclohexane — Tue, 14 Jan 2020 01:34:36 GMT

I am still having the same problem and I am setup as wireless. I've gotten it to work before but it is such a pain and unreliable (to scan, always prints even when its "not connected". I bought this a few months ago off amazon. I dont even know how to return but I am ready to. Cannon support is horrible, I waited over an hour and my lunch was over and didnt get to speak with anyone.

Canon used to be a good brand. I really regret this purchase. Why havnt they released a patch yet?

Re: MF644Cdw scan function won't stay connected

Cope — Tue, 21 Jan 2020 14:38:48 GMT

I am having this exact same problem. Windows10. USB Connection. Prints just fine but scanner does not work once the computer is shut down or sleeps. The message "connect to computer" will appear. If you restart the computer it will work until it is shut down or goes into sleep again at which point the message "connect to computer" will once again appear and the scanner will not work. The only partial work-around I found is that if you start the Windows Scan and Fax application immediately when you start up the computer it will establish a connection and the scanner will work. If you wait until after the computer has been in sleep this work-around will no longer work as the Scan and Fax application will not be able to connect to the scanner.

I unistalled and re-installed the printer, drivers and scan untililty and this did not help. I finally decided to uninstall everything and re-install using the wired network connection and so far this seems to have corrected the problem.

Re: MF644Cdw scan function won't stay connected

Cyclohexane — Wed, 22 Jan 2020 03:16:42 GMT

OK, so where is Canon support?

This is a common issue for many users and it has been months. Calling technical support is a joke, who has a whole day to wait for an agent who likely has no idea how to fix.

Updating drivers is worthless BECAUSE THE DRIVERS ARE BUGGED.

I am about to start writing reviews on every single computer website I can find and speak to anyone who will listen. I have a piece of crap paperweight sitting on my desk with the words "Canon" on it.

This is a software issue that needs to be updated yesterday.

Re: MF644Cdw scan function won't stay connected

cnggg — Thu, 23 Jan 2020 19:13:28 GMT

I had the same issue as everyone here. The scanner worked when I first installed the printer, but I was unable to open the scanner after a couple days. I could not click into the scanner; looked like below

I've found a solution and it seems to be working now. Here's what I did:

I looked at this support page: https://support.usa.canon.com/kb/index?page=content&id=ART174843
I unstalled my driver from computer (I use a Mac). A) Go to system preferences B) Printer & Scanners C) Highlight you printer D) click the minus sign on the left under your list of printers
I reinstalled the driver; both the printer driver and the scanner driver (https://www.usa.canon.com/internet/portal/us/home/support/details/printers/color-laser/color-imageclass-mf644cdw)
Go back to System Preferences > Printer & Scanners > click "+" sign on bottom left to add the printer driver
Select the printer where the "Kind" category is "Bonjour Multifunction" (the Bonjour one only allows you to print)

Example below:

Hope this helps! Good luck

Re: MF644Cdw scan function won't stay connected

hookedup — Fri, 24 Jan 2020 01:30:37 GMT

Hi cnggg,

I've been watching and receiving findings by other users similar to mine. My pc is Windows dos based and do not remember anything like what you have posted. If what you say is the case, I find it rediculous (I won't type what my choice of words were) that Canon will not acknowledge why we are even talking about a Bojour Multifunction rather than anything but a MF644CDW if what you say is true. That in itself is an ERROR - ARE YOU LISTENING CANON!!!

I thank your for your post and hope that Canon one day wakes up to what is being said. The next thing they will be hearing is what some of the other posts have been saying, "I'll never buy another Canon again!"

ME TOO!!

Re: MF644Cdw scan function won't stay connected

Cyclohexane — Fri, 24 Jan 2020 01:49:19 GMT

I appreciate the help but I am using a Windows machine and it is different than Apple. There is not seperate files for scanner and printer. I have uninstalled and reinstalled. I am also connected by wireless, not a USB (and yes, I can print, but cannot scan). I have also adjusted settings on scanner to go from feeder versus auto. Nothing seems to work for me and the dang thing goes to sleep very fast.

I really expected someone from Canon to jump in by now.

Re: MF644Cdw scan function won't stay connected

DougV — Tue, 28 Jan 2020 04:20:36 GMT

Unfortunately I have done the same and have had no luck on either printer.