11-20-2015 01:46 PM
We're not sure! We'll be happy to help but we need to know exactly what Canon equipment you're using, any error messages you might be seeing, and the Computer Operating System you're using (Windows XP/Vista/7/8/10 or Mac 10.x), as well as the way you connect to your device (USB or networked via WiFi or Ethernet).
Any other details you'd like to give will only help the Community better understand your issue!
If this is a time-sensitive matter, our US-based technical support team is standing by, ready to help 24/7 via Email at http://bit.ly/CanonEmail or by phone at 1-800-OK-CANON (1-800-652-2666) weekdays between 10 AM and 10 PM ET (7 AM to 7 PM PT).
Thanks and have a great day!