Problems Scanning with PIXMA TR8620a using Mac OS 15.5.

[bruce334]

I've been gifted a TR8600a replacing an older Canon printer. After unpacking, setting up device and connecting to my iMac (v. 15.5), via USB, I'm having problems with the scan function. Print works fine, but when attempting to scan, Scan Utility gives message "Cannot communicate with scanner, cable is disconnected or scanner being used by another user. If print function works, obviously the USB connection is correct. I've tried disconnecting and reconnecting without success. Help!

[kimg1954]

Wow, this is eerily similar to a problem I'm having with loss of scanning under Mac OS 15.5.  I just posted my issue a few minutes ago, so you'll see it in here.  Yours is the FIRST one I've seen on a Mac "losing sight" of a Canon scanner, and I've been looking around online for a good week now!  I hope that, together, your post and mine, will lead to someone at Canon and/or Apple to drill down and nail this odd problem!

[bruce334]

Was experiencing the same problem on TR4720 and thought it might be software as Apple/Canon pointed the finger at each other. Inherited/gifted brand new TR8620a and same problem occurs. I've connected printer to new iMac 24 desktop using USB-c hub connector and everything else works OK. I've even tried scanning direct from the operations panel selecting the local USB option and it goes through the steps, but nothing appears on my Mac desktop or files. 

[Danny]

Thanks for joining the conversation, bruce334!

So that the Community can help you better, we need to know exactly which Canon printer model you're using within the PIXMA TR8600 series.  The model number should be on the front of the printer at the lower right corner of the movable control panel.  That, and any other details you'd like to give will 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.

Thanks and have a great day!

[bruce334]

It's a Pixma TR8620a

[Patrick]

Hi Bruce334,

As a test, please try scanning using the Mac's application Image Capture.

For information regarding using Image Capture, please use this link:

support.apple.com - Image Capture User Guide

Are you able to scan using Image Capture?

Did this answer your question? If so, please click the Accept as Solution button below so that others may find the answer as well.

[bruce334]

Can't scan using Image Capture. Select Printer & Scanners, then TR8620 appears as selected printer. I then select open scanner and there's no scanner appearing.

[Patrick]

Hi bruce334,

As a test, if you connect your TR8620a to your Wi-Fi and then attempt to scan using the IJ Scan Utility Lite, are you able to scan?  If not, please try Image Capture again.  If you are unable to scan using Image Capture when your TR8620a is connected to Wi-Fi, what is the error code that appears?

Did this answer your question? If so, please click the Accept as Solution button below so that others may find the answer as well.

[bruce334]

I tried connecting to Image Capture with Wi-Fi. Wi-fi error message unable to connect. Same as with USB (which I was trying to do initially). No scanner appears in wi-fi either. I downloaded all recommended software for use with Mac (Sequoia) without success.

[Patrick]

Hi bruce334,

Please contact one of Canon's Technical Support Representatives via phone or chat. To contact a Technical Support Representative, please use the link below to log into your My Canon account:

https://mycanon.usa.canon.com

Once logged in, click on your PIXMA TR8620a and then click on the Product Support button. When that page loads, click on either the Phone Support button or the Chat Support button to access support.

Did this answer your question? If so, please click the Accept as Solution button below so that others may find the answer as well.