My printer/ scanner won't scan

[sadharlow]

I have a Canon Pixma printer/scanner. I'm trying to scan something and an error message comes out. It keeps saying "can not communite with scanner for these reasons: USB cable is disconnected. Scanner is turned off". 

The USB cable is connected and the printer is on, but still, same error message keeps popping out. Please help! 

[Tiffany]

Hi Sadharlow,

Welcome to the Canon forum! So that the Community can help you better, we will need to know what model printer you are using.  Any other details you'd like to give will only 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.

[sadharlow]

It's a Canon Pixma MG3500.

[Patrick]

Hi sadharlow,

What version of Windows is installed on your computer?

If you are using a Mac, what version of OSX is installed on your computer?

[maineman42]

I have the same exact problem as sadharlow.  Yesterday I was using the scanner with no problem.

Today I get the Scan Gear popup saying:

     "Cannot communicate with scanner for these reasons:

     -Scanner is turned off

     -USB cable is disconnected

     Please check and try again

     Scanner driver will be closed

     Code:5,156,69"

I do not know what is meant by "Scanner is turned off" but I can assure you that the USB cable is NOT disconected.  I also have no idea what is meant by "Scanner driver will be closed".  I am virtually certain that I have had the same problem in the past and contacted Canon Technical Support by phone and the issue was easily resolved.  Unfortunately, I cannot remember what the answer was.  As late as this July I was able to talk to Canon tech support by phone about a problem with the printhead on my MG6821 printer with no problem.  Today, however, I tried to reach Tech Support by phone and apparently if you want to talk to them now you will have to have a "Canon account"  and cough up $19.99.  I have used Canon products for many years and one of the reasons was free phone tech support.  In my view the present situation is a giant step in the wrong direction and I may need to rethink my continued use of Canon products.

I am running a Dell Inspiron XPS Studio (fully loaded) with Windows 10 Home, build 1903 and my printer is a Canon PIXMA  MG 5220.

[maineman42]

My bad!  I had just returned from my summer place in Maine where I had Canon printer(s) installed that used the IJ Scan utility.  However, here in NC that will not work with my MG5220, have to use MP Navigator EX 4.0 to scan.  Before I remembered that I had deleted the 5220 printer and drivers this morning and reinstalled them which was probably unnecessary but no harm done (other than the aggravation!).  This will probably not help sadharlow with his particular problem but thought I would pass it on in any event.  My comments about Canon phone support (or lack thereof) still stand.

[sadharlow]

The latest version of windows is installed.

[Michael]

sadharlow,

Try uninstalling the MG3500 Series MP Drivers, IJ Network Tool and IJ Scan Utility from the computer.  Once this has been done, make sure that a USB cable is not connected to the printer.  Then download and install the latest MG3500 series MP Drivers from our website.  You can access the latest downloads at the following link:

PIXMA MG3520 Drivers & Downloads

Once the drivers have been reinstalled, try scanning with the IJ Scan Utility program again.

[sadharlow]

l will try this. I hope it works. I'll let you know. 

[sadharlow]

No change. The same message is still coming. Didn't work. : (