MG5520 scanner no longer connecting (and not scanning).

[larryc43230]

I've been using a PIXMA MG5520 to print and scan since April, 2014. Sometime in the past couple of weeks, it lost the ability to scan. I can still print, I just can't scan. I'm running Windows 10 Home, Version 1909, OS Build 18363.476.

When I try to use the Canon IJ Scan Utility to scan, I get the following message:

An error has occurred.

Turn the device off and then back on.

Scanner driver will be closed.

    Code:2,250,200

I turned the MG5520 off and back on, and tried again.

Same error.

I did a hard reset (with the printer on, I yanked the plug then plugged it back in), and tried again.

Same error.

Using Settings... Devices... Printers & Scanners on the PC, I removed the device, then from Device Manager I uninstalled the printer and deleted the drivers. I downloaded the most recent driver package from the Canon Web site and re-installed the drivers and software. As part of the installation (from the printer), I added the printer to my WiFi network and double-checked that the settings were correct. Setup... Device settings... LAN settings... Confirm LAN settings... WLAN setting list showed Connection: Active, SSID: [the correct and only available SSID], Communication mode: Infrastructure. I tried scanning again.

Same error.

Then I tried using the printer's controls to scan. I selected Scan, PC. The Select PC screen appeared, and the only choice available was "Local (USB)". Since the printer is not connected via USB, this was also a dead end.

I have double- and triple-checked my router and my security settings (I have Webroot installed). The settings have not been changed in months, and there is no error log relating to the scanner. I also tried deactivating my security software to see what would happen, but that didn't help: Same error.

What do I have to do to get scanning working again?

Larry

P.S. It would be physically impossible to connect this printer to its PC via USB, so that is not a solution in my case. Based on the error messages I've seen, I'm guessing that the problem involves a failure to communicate via WiFi, but WiFi really is the only workable option for me.

[larryc43230]

My security software is Webroot SecureAnywhere. As it turns out, their software was somehow blocking Canon's "IJ Scan Utility" from connecting with the scanning component of the printer, and there was no settings change I could make to resolve the issue from my end. I contacted Webroot, and they sent me a link to an application updater that succcessfully resolved the issue, at least in my case.

As far as I'm aware, as of this date Webroot is issuing this update only to those who request it. For any Canon printer/scanner users who also have Webroot as their security software provider, I suggest that you submit a help ticket regarding this issue. Webroot will hopefully respond with the update you need.

The version of Webroot SecureAnywhere installed on my PC after the update is v9.0.27.201. The updated version number might be different depending on which level of security protection you've purchased.

I hope this helps others with their scanning issues.

Larry

[Brez2019]

Same problem, but I found a solution. Turning off & on no help, but turning off and leaving it off for a while worked. I don't know for how long. I don't use the scanner a lot so this is not a major inconvenience. I used to leave it on, but no more. Maybe a leaking vacuum tube when it gets hot? 😉