Unable to scan

[basulfaro]

I have a Canon MG5300 all-in-one and can no longer scan. I am getting an error message stating the scanner is turned off or the USB is not connected, neither of which is the case. I have rechecked all connections and deleted and re-installed the unit without success. I can print and copy without issue. Any help would be greatly appreciated!

[Michael]

Hello.

What version of Windows or Mac OSX is on your computer?  Also, what program are you using to scan on the system?

If immediate assistance is needed, find more help at Contact Us.

[basulfaro]

It's OS X El Capitan v 10.11.1.  I'm not sure what you mean by what program I am using to scan...I am using the scan function directly from the MG 5320 printer.

Thanks

[Ramona · Accepted solution]

Hi basulfaro,

We can try resetting the printer system on your Mac, then reinstalling the drivers again to see if this will resolve the issue. 

To reset the printer system, please follow these steps:

1. Choose Apple menu > System Preferences, then click Printers & Scanners.

2. Hold down the Control key as you click in the list at the left, then choose “Reset printing system” from the menu that appears. After you reset the printing system, the list of printers in Printers & Scanners preferences should be empty. If your printer is still listed on the left select your printer and then click the minus (-) button to delete it.

3. Restart your Mac.

Next, we will want to download the latest drivers from the Canon USA website. Please click here to go to the PIXMA MG5320 Drivers and Downloads page. Once on the initial download page for your model, please do the following:

1. Verify that the operating system detected in the "OPERATING SYSTEM" field is correct, and if it is not, please click the drop-down menu to select your operating system. Please note that you may need to scroll up or down in the list to select your operating system.

2. Next, below the red box labled "RECOMMENDED DOWNLOADS", locate the CUPS file, then click the SELECT button to the right of the filename. When you do, a dark gray DOWNLOAD button will appear; below that, a checkbox will be shown asking you to agree to the terms of the disclaimer to continue with the download. Please click in that checkbox to agree to the terms. When you do, the dark gray DOWNLOAD button will turn red. Please click on the now red DOWNLOAD button; the file will start downloading. The time for the download process may vary depending on the speed of your Internet connection and the size of the file being downloaded.

Once you have downloaded and installed the CUPS driver file from the website, please also download all other items from the RECOMMENDED DOWNLOADS and DRIVERS section of the webpage.  If you plan on connecting the printer wirelessly, you will also want to download the Canon IJ Network Tool from the SOFTWARE section.

Once all items have been downloaded, please double-click on each of the items on your Mac to reinstall them, starting with the CUPS drivers file.  Please be sure to install the Canon IJ Network Tool last after all other items have been installed if connecting the printer wirelessly.  

Once all items have been reinstalled, please restart your Mac and attempt to scan.  If you still run into difficulty, please call 1-866-261-9362, Monday - Friday 10:00 a.m. - 10:00 p.m. ET (excluding holidays) and a Canon technical support representative will be happy to further assist you.  There is no charge for this call.

[basulfaro]

Thanks so much. Everything is working well now.