imageCLASS MF642Cdw Scanner image doesn't come through

[lmkessler]

The scanner will scan but the document image does not come through on my computer.  I've downloaded new drivers but still no image.  Not sure what to do at this point.

[shadowsports]

Greetings,

To provide assistance, we need more information.

The version and build of the operating system you're using the printer with? 

The connection method? 

Details or description of how you are performing the scan operation.  Any other details you feel may be relevant to help us better understand the problem?

[lmkessler]

Windows 10, gray cable from modem to printer, so ethernet??, hitting scan button on printer, then selecting computer on printer screen, sel.ect black and white, start, then finish.   I hope this helps and is what you are looking for.

[shadowsports]

Thank you.  One last question.  What drivers did you install?  I'm sorry it wasn't included in my response, I must have fat fingered it out of the post.

For Windows 10 , you need 2.

https://www.usa.canon.com/support/p/color-imageclass-mf642cdw

Grab these two:

Install the bottom one first and the MF Scan Utility v1.21.0.2 last.  

If you installed something different I suggest you start over.  Remove the printer using right click delete from the Printers and Scaners applet in control panel.  Uninstall any drivers from Programs and Features and important restart your system. 

Then run the programs you downloaded above.

[lmkessler]

I downloaded the second one on your list.  I will install the utility one and see what happens.   Thx so much.

[lmkessler]

I did everything you suggested, not working.  Thx for your help.

[shadowsports]

Greetings, 

So you hadn't installed the print driver previously? 

You removed the printer, uninstalled everything, restarted and ran the two installers, print driver (UFRII/scangear) and MF Scan Utility, then tried scanning again and what happened?    Did an error message display?

Are you using any 3rd party antivirus? Or VPN?

Please open the MF Scan Utility.  Look in the top right hand corner.  Does your installed scanner appear in the top window?  See my example.

Now click on the Settings button (top left) when the dialogue on the next page opens, you will see little icons.  One looks like a computer, the next, a scanner.    Click on it and tell us if Documents appear in the Save In box?

If this checks out, please log into your router and review the list of attached devices.

Your PC and scanner should both appear on this list.

What is the IP assigned to your computer?

What is the IP assigned to your scanner?

If you open a web browser and enter the IP for the printer does its remote UI display?  Example, my printer's IP is 192.168.1.99.

[lmkessler]

You have been so patient, thank you.  Yes, the drivers were installed previously.  I removed everything as you suggested, reinstalled, rebooted.  No error message.  I do have malware, not VPN.  I logged into the utility and my scanner does list at the top, documents does appear in the save in box.  I logged into the router and both printer and scanner appear however in sleep mode.  IP right now is 192.168.1.166.  IP is not static.  FYI, still can't see scanned document.  And, looking at previous scans, those screens are empty as well.

[shadowsports]

Are you using the ADF or the platen?  Do you have the page loaded properly?  So you're seeing the scanned document but the page is blank?

I think it's time to contact Canon support to determine if there's an issue with the hardware.  Start by registering your device in your MyCanon account.

https://myprofile.americas.canon.com/us/signin

Then call 1-800-652-2666

Please update when possible.

[lmkessler]

Thank you.  You have been most patient and helpful.  Will keep you updated.  Merry Christmas to you and yours.