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!

[bruce334]

Been there, done that. Canon rep said it was an Apple problem. I've spent over an hour on phone with Apple tech support. They remotely viewed my Mac and came up with the same result,  It's not a problem with the Mac OS. I've even tried to bypass the Canon software previously downloaded and connect via AirPrint/WiFi and that didn't work. Still no scanner appearing in System Preferences when scanner selected.

[kimg1954]

Hi Bruce334,

I heard today from fellow poster "alb3" in this forum that his scanner problem under MacOS 15.5 is suddenly gone.

I just ran the Canon IJ Lite app here, and it now works for me too!  Finds the scanner, gives me a menu screen of different ways to scan, etc.  Before, it would just search indefinitely for a scanner and never find one.

I also removed my "printer only" Canon device in MacOS Settings > Printers & Scanners, then I re-added it from the same window.  The new device definition now INCLUDES the heretofore missing "Open Scanner..." button, which is what I used to see until opening my report in this forum.  And it does operate the scanner properly.

In the past day or two I believe Canon must have silently corrected their device software for Mac OS 15.5 compatibility, and propagated it around via auto-update.

--Kim

[bruce334]

Well, in a last ditch attempt to resolve, after in exasperation, disgust and disappointment and trashing the Canon drivers and software, I reinstalled the Setup and lo and behold the scanner now appeared in SystemI settings. Although the issue appears to be resolved, I spent far too much time trying to resolve an issue that was apparently Canon's fault by not including the appropriate driver for the scanner and bit the bullet and ordered an alternate all-in-one device from another manufacturer. I'll keep the TR4620 as an alternate backup, but this incident has left me with less than optimum regard for Canon. Thanks for feedback.

[kimg1954]

Bruce, I won't try to reduce your less-than-optimum regard.  But, I worked 38 years in I/T (programming, server support, multiple platforms) and I'll just pass along that "stuff happens" sometimes.  And multi-vendor interplay of peripherals gets complicated, despite implementing the best protocols and procedures among the companies involved.  I/T incidents happen all the time, and as long as there's a demonstrably reliable vehicle for reporting, following-up, and (hopefully quickly) solving each incident, it's how progress is incrementally made towards "perfection".  [In I/T breakage situations where lives could be at risk or $billions could be lost, this method is obviously unsatisfactory.]  

I'm quite happy that this "loss of scanning" under MacOS 15.5 was reported here by 3 of us, that we shared our respective experiences, that a Canon rep turned up and asked some key questions -- particularly if Apple's Image Capture app worked or not.  The answers that he quickly got from 2 of us seems to have helped his team drill down to what we call Root Cause(s), and to propagate a fix relatively soon thereafter.  

So, I'm not disappointed in Canon's products and support from this experience.  Hopefully similar glitches don't keep popping up in the near future, but if they do I have found confidence that Canon in 2025 is listening and responsive to customers.

JMO, --Kim

[bruce334]

Kim, I get and understand your eloquent and well-stated response and that "stuff happens"sometimes. For me, it was not a pleasant, or easy experience and I'll just chalk it up to misfortune; some ignorance on my part, but even though I'm now retired, I have better things to do than spend countless hours easter egg hunting for a workable solution. I even bit the bullet and had a IT repairman (highly recommended) come to my home and try and fix the problem. After spending over an hour, getting the same result, he started it was a driver problem and laid the fault on Canon.  Although he didn't charge me, I was willing to pay extra to fix a problem that should've been rectified by Canon earlier. Since this was the first issue I've ever had with Canon and they do make top notch products, I'll still consider Canon in in the future. Thanks.