imageCLASS MF455dw: Unable to scan to laptop

[Jonathang8]

I have a new image class 455dw. will print, will not scan to pc (laptop, hp envy). called customer service, endless loop before being directed by bot to web.  web says phone service  no longer offered.

computer settings shows printer/scanner is connected. when scan attempted, screen says connect a computer. when I try to scan to email, the scanner refers to unintelligible settings requiring computer expertise. when I try to connect computer using the easy connection via pc the pc fails to show any information. when I try to connect scanner using ui, type the ui into the browser, the computer says cannot connect via ui. application library guide when pressed states "ended due to an unexpected error". went to canon website, located printer among innumerable printers, offers to download to scan apps, one of which requires some network framework or another to be installed, I have no idea what that means.  downloaded it, hit open/exe, permitted changes.  nothing changed, and nothing new offered in interface\.  downloaded second scan app, hit open/exe, permitted changes. nothing changed. I've only put two hours into this so far and it's a reasonable amount of time, perhaps if I spend a few months getting a certificate in networking or learn coding I could scan.  the printer was expensive.  the printer is hopelessly complicated insofar as offering dozens of settings and options, most of which require computer expertise to use and are of no use to home user. I am not a computer novice but this is insane, I cannot believe I bought this thing. it's as if canon is telling home users, don't bother even trying.  no phone support, this is what passes for customer service. asking for consumer class action, printer does not work as advertised and they know this.

[shadowsports]

Greetings,

Let's gather some information.  

How is the printer connected and to what?

What operating system are you using the printer with? Version and build?

If you are using a wired or wireless network, knowing the IP that has been assigned to the printer by the router would be helpful.  

If you are using USB, it's important that the cable is compatible with the printer and your computer or laptop.  The cable should be connected directly to the computer or laptop and not to an adapter or hub.  

If installed, 3rd party anti-virus or firewall software can interfere with the detection and installation of the printer.  Just be mindful of this in case it applies in your situation.

The printer, if purchased new from Canon, or a authorized  dealer comes with a 3 yr warranty and free installation support.  To get help, the product should be registered in your MyCanon account.  You can call Canon too at 1-800-652-2666.

The support portal for the device is below.  All software and links for support can be found there. 

 https://www.usa.canon.com/shop/p/imageclass-mf455dw?color=Black&type=New&gad_source=1&gclid=Cj0KCQiA...

Hopefully this will get things started for you. 

[Jonathang8]

The printer and scanner are one and the same: canon image class MF455dw. Operating system is whatever is most recent windows.  Idk if the device is connected via network or router, can't it be connected via wifi directly? Computer shows its connected, it will print and I never networked it or connected to home router because screen on device gives incomprehensible choices, none of which is along the lines of "connect to router".  I left out of prior post I downloaded canon printer app to conmputer which also helpfully denies the printer is connected. It links to helpful website listing many dozens (hundreds?) of printers none of wgich are image class. Idk how to determine ip adress assigned by router. I have no third party antivirus, just native windows firewall. The phone number you relate is the one I called as described in my O.P.  Road to nowhere.  The website support portal you related is the one I visited as described in my O.P. Road to nowhere. I slso wsnt to correct the number of hours Ive invested trying to get basic functionality, probably around 10 and counting. I purchased it at best buy. I guess I will have to go back to store but I dont see how they will assist me there with my home printer.  I appreciate this, learning so much about scanners and printers and computers! Now I see the neaning of true customer support, I always thought it meant the company supports the customer.  Silly of me! At canon, the customer supports the company and products by training themself!  I will keep working at this.  I do understand its a huge ask, after all, scanning a document, the technical mastery required is immense.  Maybe one day. In the interim I can always drive to staples.

[Jonathang8]

Wow!! Great service, building on an amazing reputation.  Thanks for abandoning the customer!  Next stop, comsumer fraud class action attorney.  Will use this thread.

[shadowsports]

Greetings,

Maybe this will help.  I'm not a Canon employee.  I'm just someone who volunteers his time here.  If you need support, you can register your product in the MyCanon portal and receive official support from Canon.  I provided some guidance and possible avenues for you to seek and receive assistance.  MyCanon, telephone number for support, also the support portal for your printer.... I believe you referred to it as road to nowhere.  It's not a dead end.  The drivers for your printer are available there.  You have access to the printers user guide, a knowledge base and tips for installing and using your device.  

Sadly I'm not retired so I don't always get to pick when I visit.  Canon support however has personnel available during business hours. You'll need to be prepared to provide specific information.  The help and support you receive will only be as good as the information you provide.  You don't have to be an IT professional.  Printers and Camera can be very complex devices.  Especially feature rich models.

If you want to start over by providing concise answers to my questions, I'm happy to try and assist you.  If this is not something you feel will be productive, then Canon support has dedicated resources to help.

[Jonathang8]

Ty appreciate your kindness.  Registration of product as a condition of what kind of support?  No phone support according to canon's prerecprded phone message. Because of its an email exchsnge like this never going to work.  I lack the expertise to provide concise statements. ve put far too many hours working on this and just my personal opinion no way should this be marketed for home use.

[shadowsports]

Greetings ,

I've only had to use support a few times in the last decade. I haven't called recently.  My MF656 has a care pack.  I think it's under support for about 5 years.  The 644 came with 3 years of support, but I haven't had to call on either.  

Your printer supports multiple connection options. Wi-Fi, ethernet, USB and Wi-Fi direct.  The first three are self-explanatory. Wi-Fi direct allows you to use the Bluetooth on a smartphone or iPad to connect to the printer directly.  Wi-Fi is the most convenient and flexible since it allows any device that connects to the network it's on to use it and print.  It can be connected via ethernet (wired) directly to the router or to its wireless broadcast. 

When you turn the device on the first time, it prompts you to choose a default paper type. It asks you if you want to connect to a wireless network, If you want to subscribe to the toner replenishment program and if you want to configure its remote UI for management. 

It would really be helpful to know what version of Windows you have.  If you press the start button and start typing "winver" (without quotes) then press enter. It will display that information.  It would also be helpful to know the connection message you are using.  Usb connection directly to your computer, wireless connection to your router, wired ethernet connection from the printer to your router?

You indicated you were able to print,  so the printer is connected.  Either to the computer via USB or to your network using one of the methods I mentioned above.  

You only need two of the installers to get the printer working.  One is the MF455dw printer utility, the one that includes the UFRII print, drivers, fax and scan gear. 

The second one is the MF scan utility, specifically version 1.21.0.2.  It sounds like you had a partial or incomplete installation.  While windows can be forgiving, sometimes it's best to start over.  

The first thing you're going to want to do is figure out how the device is going to be connected and to what. 

After that I would remove it from the computer. Removing means deleting the device from the printer applet.  Then unplug the USB cable if you're using that connection method, then uninstall the drivers and software from programs and features in the control panel.  When that's done, restart your computer.  

Now visit the support portal (above) and download the two items I mentioned.  Do not connect the printer until prompted to do so.  If you are using a wireless connection, you can tap the Wi-Fi icon on the printer's LCD and it will display a listing of all wireless broadcasts within range.  You'll need to pick yours and enter its encryption key.  One thing to keep in mind.  The printer can only connect to a 2.4 GHz wireless broadcast.  If the printer does not see or connect to the correct network, Ensure the security settings on your router meet the printer's Network requirements 2.4Ghz and WPA2 encryption.  Sometimes it's helpful to temporarily disable the 5 GHz broadcast, make the connection and then turn it back on.

Using a static IP address is recommended but not required.  I recommend static IP addresses for any device that is persistent.  Persistent devices are ones that don't come and go. Printers Network attached storage , webservers, nest thermostat , etc.  This provides a stable, persistent destination.

We can investigate other features once you have the printer installed and basic functionality established. 

[Jonathang8]

using windows 11 as OS.  attempting to use wi-fi connect, I don't have the cable.  when I turned the printer on the first time, laptop detected canon device and connected via wi-fi, no problem.  I don't recall if that was as network printer or not, I just recall it connected and printed.  but when I tried to scan, I got conflicting info on whether or not it connected, so I have since removed the printer. I tried at various points, UI connect, easy connect, network printing connect, all without success, albeit the printer is connected to my router, which is working well.  see attached for UI connect message, I also get the one word message "failed" in the printers/scanners prompt dialogue screen after my laptop successfully detects the printer but fails to connect via wi-fi (which is not the usual half screen windows message fails to connect).  with the easy connect function, nothing appears on the laptop to show the printer is available. My wife and I have in the past been able to print via both our android and apple phones, haven't tried yet but since I'm going backwards I'm assuming not gonna be good.  Your suggestion would be for me to now go back to the Canon support page, download the two drivers/utilities listed? or first tell the printer to forget my home wi-fi network and truly start over?  I'm trying to do this methodically. tysm.