Scanner not working or not detected

Symptoms

• Scanning app doesn't list the scanner
• Scan button on the device does nothing
• Scan starts but never finishes or times out
• Scanned image is blank or very poor quality

Likely causes

• CommonScanner not powered on or cable looseAll-in-one printers need to be fully powered and connected for scanning to work, separate from printing.
• CommonScanning software not installed or outdatedScanning often requires separate drivers/software from printing, especially over a network.
• PossibleWrong scanner selected in the scanning appMultiple scan-capable devices on a network can cause the wrong one to be selected.
• PossibleDirty scanner glassDust, smudges, or debris on the glass can cause poor quality or blank scans.
• Less commonNetwork or Wi-Fi issue for wireless scannersSimilar to wireless printing, the scanner needs to be on the same network as the computer.

What to do

1. Confirm the printer/scanner is powered on and, for network models, connected to the same Wi-Fi network as the computer.
2. Open the computer's scanning app (Windows Fax and Scan, or the manufacturer's app) and check if the scanner appears in the device list.
3. Install or update the scanner software/driver from the manufacturer's website, since scan drivers are often separate from print drivers.
4. Clean the scanner glass with a soft, lint-free cloth to remove dust or smudges.
5. Try scanning directly from the printer's own touchscreen if it has one, to isolate whether the issue is the scanner or the computer connection.
6. Restart both the computer and the scanner/printer.
7. Try a USB connection temporarily if the wireless connection continues to fail.

Tools and parts

• Lint-free cloth

When to call a pro

If the scanner isn't detected after reinstalling software and trying a direct USB connection, the scanner unit itself may need professional repair.

Safety