MG6120 Scanner issue

[andreah1]

This is the 2nd time this has happened to me and I have no idea how I managed to fix it the first time.  I am trying to scan using the printer buttons themselves and also by using mp navigator and have no luck either way.  I am not trying this wirelessly, my printer is hooked by usb (I gave up on wireless as I could never get it to work, even with the stuff I needed to download).  I'm at my wits end, need to get stuff scanned.  About ready to go out and buy another printer.  ANy help?  Only message I'm getting right now is "a problem prevented the document from being scanned.  please try again, or try help and support.".  HELP! Thanks so much....

[Jason]

Hi, andreah1!

Welcome to the Canon Forums and thanks for your post!

To have a better understanding of your issue, please let everyone know what operating system (Windows Vista/7/8 or Mac OS 10.X) you are using.

If this is a time-sensitive matter, our US-based technical support team is standing by, ready to help 24/7 via Email at http://bitly.com/CanonEmail or by phone at 1-800-OK-CANON (1-800-652-2666) weekdays between 10 AM and 10 PM ET (7 AM to 7 PM PT).

Thanks!

[andreah1]

Sorry 'bout that, using windows 10. It's not super time sensitive but I honestly don't have time to sit on the phone and go thru the steps like I'm a moron. 🙂 Yes, I've unplugged, restarted, so on and so forth. I know there are people out there that don't do that stuff, I'm trying to be funny but honest. Just hoping I can find a simple issue that I overlooked. I've called support before and I just don't have that kind of time to invest. SORRY.

[andreah1]

No one has any ideas?  I dread calling tech service but guess I have no choice.  This printer is a few years old now, would it just be worth it to trash it and buy something else?  

[Ramona]

Hi andreah1,

Please ensure the following to try and resolve the scanning issue: 

1. That the USB cable that is connecting the printer to your computer is plugged directly into a USB port on the back of your computer, and not into a front USB port.

2. That the USB cable is not connected via a USB hub or other device connected to your computer.

3. That the USB cable used with the printer is 10 feet or less in length.

4. That the printer is plugged directly into a wall outlet, and not into a surge protector.

5. If you have any antivirus or firewall software on your computer, please temporarily disable them and then attempt to scan again, as these programs can sometimes prevent the scanning process from working successfully.

6.  If you have another USB cable that you can use to connect the printer to your computer, please use that to see if this will allow you to scan.

Hope this helps!

[andreah1]

Thank you Ramona, I have done all those steps and still cannot scan.  Pulling my hair out.  I KNOW if I call tech, once I am not on hold anymore, the next 10 minutes will be spent going over these steps again.  Any other ideas?  I just don't have a whole lot of time available to sit on the phone.  I may have to resort to it unfortunately.  🙂  

[Michael · Accepted solution]

Hello.

Troubleshooting with our support group will be needed to narrow down the cause of your issue. Please contact our support group using the "Contact Us" link below for additional assistance.

This didn't answer your question or issue? Find more help at Contact Us.

[andreah1]

THANK you!

[andreah1]

For anyone reading this, I ended up having the reinstall the latest drivers and that did the trick. Thanks to the email support team for their help!