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New Contributor
Posts: 1
Registered: ‎07-07-2014

MP Navigator EX has stopped working.

Both by MG6120 and MX710 multifunction printers will not scan from my PC, but I receive a message that "MP Navigator EX has stopped working. I am running Windows 7 Pro.

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Product Expert
Posts: 2,644
Registered: ‎07-28-2014

Re: MP Navigator EX has stopped working.

The error you are experiencing may be related to the user account you are currently using.  

Please try using the MP Navigator in a different user account or create a new account for testing purposes.  Perform the following to create a new administrative account:

 1.  Click Start and open the Control Panel.

 2.  Under User Accounts, select 'Add or Remove User accounts'.

 3.  In the Manage Accounts window, select 'Create a new account' at the bottom.

 4.  Create a name for the account, then select 'Administrator' and click 'Create Account' at the bottom.

 5.  The new account should be visible in the Manage Accounts screen.

Once this process is complete, close all windows or programs.  Then log out of the current account using the Log Out option from the start menu, then log in to the new account.  Once logged in, attempt to scan from the MP Navigator on the new account.

If you are able to scan from the new account, log in to your regular account and perform the following:

 1.  Click Start and open the Control Panel.

 2.  Change the view to Large or Small icons, then open Folder options.

 3.  Go to the View tab.

 4.  Select 'Show Hidden files and folders'.

 5.  Click Apply and OK.

Next, browse to the following location:

 1.  Open the Computer icon from the Start Menu or Desktop.

 2.  Open the C:\ Drive.

 3.  Open the Users folder.

 4.  Open Your Username.

 5.  Open Application Data.

 6.  Open Roaming.

 7.  Open the Microsoft folder.

 8.  Open the Windows folder.

 9.  Open the Network Shortcuts folder.

10.  Delete all icons in this folder.

After performing this process, attempt to scan.  If this is successful, follow these steps to change your folder options back to normal.

 1.  Click Start and open the Control Panel.

 2.  Change the view to Large or Small icons, then open Folder options.

 3.  Go to the View tab.

 4.  Select 'Do not show Hidden files and folders'.

 5.  Click Apply and OK.

If you continue to have difficulties, please contact our support group using the following link:

http://www.usa.canon.com/cusa/consumer/standard_display/contact_us_consumer

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