Unable to Scan from windows with imageCLASS MF462dw II

[fed-up-user]

Unfortunately I bought an imageCLASS MF462dw II a few months back when my previous Cannon Laser finally died after years of faithful use.  First unit, DOA.  Second unit works to print, or scan from face plate, but I have yet to get the software to work from computer (Windows 10).  I installed, rebooted, updated firmware, reinstalled, installed master package, rebooted, reinstalled, tried to find worthless help online.  If I weren't past the return period, I would return it for a refund and try to find a printer with working software.

Bottom line, I now find I **NEED** to scan multiple double sided pages to a PDF, and it appears I can't do that until I get this software to work.  So I guess after spending far too much on a printer to do such things that doesn't, I'll be driving down and PAYING someone to scan to pdf.  Thanks Cannon, it's been fun.

And yes, I've installed the MS Scan Utility.  Some installs literally did nothing after starting from the provided shortcut.  The latest, downloaded from your support page for the imageCLASS MF462dw II, is currently claiming there is no supported software driver installed.  I've never seen a bigger mess of a product...

[fed-up-user]

Sorry, I really appreciate your help, and I don't mean this to sound frustrated with you.  I've just burned many hours fooling with this thing before tonight, and after having to go somewhere to get a scan done, it's worn my patience down to nothing...

[shadowsports]

Greetings,

I have another question now.  Are you using a Netgear router behind ISP issued hardware?  Why is your network using a private IP segment of 10.0.0.x???  Is this intentional.  

I've got quite a bit of Netgear experience also, and typically when a Netgear product is using a private IP range of 10.0.0.x it might indicate that there are two DHCP servers operating on the network.  Unless this is intentional?  I hope you don't have double NAT, because that's why your printer is not being detected.  This might be true of a standalone router or mesh system.

[fed-up-user]

You are correct.  I have Gig fiber modem from ISP direct to my Nighthawk main (told them to keep their junk), and Cat6 connecting another Router in my shop.  But the Nighthawk is main, the remote is mostly just a bridge with WiFi.  I haven't touched this network in something like 4 years, don't recall details exactly.  I don't even recall the NG model in my shop, but it's a much cheaper version with most features turned off. 

And again, my old Cannon MF worked fine including the Scan software that won't work now.  Unless you are saying that the quality is now that much worse that it can't handle what the old could?

Also, I got routerlogin.net to work long enough to get the printer on a dedicated IP, but it went TU again before I could do anything else.

I figured you guys might be done for the night.  I will be soon...

[shadowsports]

I'm a fellow user like yourself.  Just someone who enjoys Canon products and volunteers his time.  The forums are also frequented by Canon product experts (employees).

If the ISP hardware is just a modem, no problem. If it has any routing capability it has to be in pass-through mode.  

The same goes for your second router.  Only one device can perform DHCP on the network.  Netgear products usually use a private LAN segment of 192.168.0.1 or 192.168.1.1

They will automatically switch to a private LAN segment of 10.0.0.x if another device performing DHCP is detected.  This will create a double NAT situation and will wreak havoc on a network. 

It's easy to check for the presence of double NAT.  

Initial troubleshooting as follows: 

You said that the IP address of the printer is 10.0.0.2.

What is the IP address of your computer?

How to check.  Open a command prompt and type >ipconfig /all

The IP address assigned to the network adapter wired or wireless (whichever you're using) will be displayed with the subnet mask and gateway.  

If the computer is on the same LAN segment as the printer, 10.0.0.x, you should be able to ping the printer from your computer.  

Again, using a command prompt type

>ping 10.0.0.2 and press enter.  You should receive replies from the printer.  If you don't, something like third party antivirus could be blocking communication.

The last command I would run (also from a command prompt is:

>tracert 8.8.8.8   then press enter

Watch the hops...

The first hop should be your gateway IP.

Something like 192.168.1.x or 10.0.0.X or 172.16.x.x (private IP ranges examples)

The second hop should be a public IP, like the address of your ISP.

If the first and second hops are private IP's, a double NAT situation exists and you're going to have issues.  Communication problems, detection failures. Etc.

I have two Canon lasers and they've been flawless.  I was so happy with the first one. I bought another one.  Truly set and forget. 🤩 Because let's face who has time for these types of problems.  

[fed-up-user]

I thought you were with Canon.  In that case, double thanks for taking your time with my problems.

I'm familiar with ipconfig, tracert, and msc snap-ins, but you clearly are much better/knowledgeable than me at this stuff.  So again, thanks for your time.  I'm so frustrated with this thing I'm about ready to buy a HP or something. <grin/>.

IPs have changed.  Restarted router and printer.
Computer  10.0.0.12
Printer now static at  10.0.0.17

Ethernet adapter Ethernet:

Connection-specific DNS Suffix . :
Link-local IPv6 Address . . . . . : fe80::77af:7fa3:2dac:2271%8
IPv4 Address. . . . . . . . . . . : 10.0.0.12
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Default Gateway . . . . . . . . . : 10.0.0.1

Yes, I can ping printer.

Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:
1 <1 ms 1 ms <1 ms 10.0.0.1

Next hop was my ISP
I think that's all you asked for?

Yeah, me too.  I've had my own business since '99.  Lots of printers over the years.  But my last Canon was perfect for longer than any before it.  When it died, I didn't hesitate, went looking for Canon.  But yeah, not so good this time...

[shadowsports]

Thanks! Very helpful for confirming all of that.  Looks solid Man!

Printer has a static IP ✅

You can ping the printer successfully. 

Software should see it. 🫩

When you run the installer again, can you use the enter IP option and verify if it then finds the printer?

[fed-up-user]

Sadly, same outcome...

And, just because, I checked the printer IS still at 17, and can still ping it.  But entering the IP it still says it can't see a device.  Welcome to my wonderful Canon #2.  <sigh/>

[shadowsports]

Greetings, .  

I still have more tricks up my sleeve.  Let's start over. 

Let's try the short method first.  

Had to rewind a moment... You're using Windows 10 🙂

Start by removing the printer from the printer and scanners applet. In Windows 10 this is under control panel.  You can right click on the device and select remove from the context menu.

Once done, important restart your computer.  

Now add the printer as a TCP / IP device.  For this, you will use its IP address.  10.0.0.17.  It must be installed as an IP printer.  Return to the same printers and scanners applet under control panel and click the plus sign Add Printer at the top of the applet.   Ensure you select the TCP / IP device radio button and enter its IP. Follow the prompts.

Once it's installed you can try installing the ScanGear driver. You can use the IP button and enter in the IP address during the install.  Hopefully this time it'll find it.  

If it doesn't, look at the windows firewall settings.  For that, you'll open Windows security and click on the firewall tab in the navigation pane. Note, There are three Network types. Private, Domain and Public.  Yours is probably Private so look there.  You want to confirm the Canon applications are allowed.

If the shortcut method above doesn't work, you can try more drastic measures.

Long method will involve removing the printer and uninstalling all of its software.  

After the Printer is removed, visit control panel, Programs and Features and uninstall all of the Canon software.  Everything.  If you want to try to remove the old printer's software (that's stuck) you will need to open Task Manager and click on the processes tab.  There is likely a Canon process or service running there that's keeping the old software from uninstalling.  How much time you want to spend on this is up to you.  You can also go into the registry and manually delete references to the old printer there.  If you are not 100% comfortable or confident editing the registry. Don't do it.  😄

Microsoft has a great utility.  It's called the Microsoft install / uninstall troubleshooter.  It works great on machines where someone has tried multiple times to install or remove hardware and got jammed up.  It's also safe for people that are not comfortable editing their registry.  It's sort of like the Revo uninstall tool, but it's written by Microsoft specifically for Windows 10.  Sometimes it can find things and help you remove stuff that is resistant or stuck.  

Fix problems that block programs from being installed or removed - Microsoft Support https://share.google/WFLTYmTQK3SFFuFBX

I'd restart again.  

With the printer now present as a TCP IP device, let's try the software again.

Install the UFRII print driver, The ScanGear Driver and the MF Scan Utility. 

After the installation is complete, Open the MF Scan Utility and look in the upper right hand corner. There is a device selector box.  The printer should appear in that upper right hand corner or use the drop down to select it.  If there is another device present there, let me know what it is?  I'd be curious.  It will appear with the name and the last four characters of the network adapter's MAC address. If still no joy, my concern is that you've tried so many different things so many times that the current system state might be corrupt. Hopefully the tool I suggested above will be useful.  

[fed-up-user]

I may be slow to respond during the day.  Pesky clients and all.  <grin/>

I removed everything that said Canon or MF[whatever], then rebooted.  Went to add printer, and it found nothing.  Noticed it added a "printer I want isn't listed" that was a link not just text.  Clicked that and got the option to add by IP.  Got that done.

Install didn't find it searching (had to wait to try IP), and failed in the same way when I specified the IP.

W10 Firewall is turned off completely.

I was typing this as I followed your directions, but that's as far as I got so far.  Unless things change, I'll be indisposed for the next few yours before I pick up and continue, but wanted to update what I have done.

[shadowsports]

Greetings,

Do me a favor and download the Canon Print app.  Don't know what kind of mobile device you have but it's available either in Google Play or the App Store.

iOS

https://apps.apple.com/us/app/canon-print/id664425773

Android

https://play.google.com/store/apps/details?id=jp.co.canon.bsd.ad.pixmaprint&hl=en_US

Ensure your mobile device is connected to the same network and then try to add the printer please.

Something came to mind last night.   You're not using any kind of VPN are you?  I suspect not but just asking.