PIXMA TS6420a - IJ Scan Utility Lite won't work

[GregRay]

Hello,

I just purchased a Canon PIXMA TS6420a printer/scanner.  For use on a Mac running Sequoia 15.4.1.

Followed the setup instructions (downloaded installation software, etc.) for wifi connection.  Everything seemed to install correctly.  Printer is connected via my wifi router, prints fine from my Mac.

However, the Canon IJ Scan Lite utility will not work.  When I try to start the app, it cannot locate the scanner and returns the following error message (see screen shot below).

I've tried everything I can think of (uninstalling printer, reinstalling; disabling firewall, etc.) but nothing works.  My wifi connection is fine (and, as stated above, works fine to print documents).

Any suggestions would be appreciated.  I need to be able to use the scanner function.

[GregRay]

UPDATE:  I located a USB cable and connected the printer via that instead of WiFi.  Same problem -- the software does not recognize the scanner or otherwise work.  Still prints, but that's it.  I'm now wondering if there could be a hardware problem with the TS6420a unit I received.  Again, assistance with this issue from someone at Canon or the community would be greatly appreciated.  

[jrhoffman75]

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@GregRay wrote:

UPDATE:  I located a USB cable and connected the printer via that instead of WiFi.  Same problem -- the software does not recognize the scanner or otherwise work.  Still prints, but that's it.  I'm now wondering if there could be a hardware problem with the TS6420a unit I received.  Again, assistance with this issue from someone at Canon or the community would be greatly appreciated.  

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Are you using Version 4.1.2 of the utility?

[GregRay]

Yes, Version 4.1.2.   Thanks for any help you can provide.  

[GregRay]

UPDATE 2:  I installed the Canon print app on my phone.  Using that app, I was able to scan on TS6420a.  So, at least I know that the problem isn't a hardware issue.  Still can't scan from my computer though.

[jrhoffman75]

What about trying to scan using Image Capture app?

[GregRay]

If you mean the Image Capture app on the Mac, I tried and it doesn't work either.  Thanks.

[Stephen]

Hello!

Try installing this: https://canon.us/TS6420asetup

It should uninstall all of the Canon apps, reinstall the current apps, and re-pair your printer using your preferred method of connection (WiFi or USB—it must be one or the other).

For scanning on WiFi, your printer must have a VERY STRONG signal, or it can fail. 

[GregRay]

Thanks.  I'll try that, but I've already uninstalled and re-installed the printer using the Canon app and it still doesn't scan (either using wifi or the USB cable).  I'm beginning to think that the Canon software (IJ Scan Utility Lite) is just junk.  I've never had a problem with scanning via wifi before (using both HP and Xerox printer/scanners) and my wifi setup hasn't changed.  I may just bite the bullet and use the phone app when I need to scan.  It isn't an optimal solution but it's better than recycling the $69 unit I just bought and going back to a better brand.  First and last time buying a Canon printer.

[jrhoffman75]

You said that Apple Image Capture didn’t connect either, so it must be a general configuration issue. Give Canon support a call at 1-800-OK-CANON.