Scanner not working: the printer prints but will not scan

Moderate≈ 15-30 min

Quick answer

If your printer prints but the scanner is not found or will not start, check the connection and restart the computer, then make sure the Windows Image Acquisition (WIA) service is running and set to Automatic, and try scanning from the printer driver. After a Windows update, reinstall the printer maker's drivers and scan software.

Basic checks first

  • The printer or scanner is turned on (Canon, Epson), and the computer is not in a power-saving mode such as sleep or standby. If it is, wake it and restart the scanning software (Epson).
  • Any interface cable is securely connected at both ends (Epson). A USB cable goes straight into a port on the computer, not into a USB hub or docking station (Canon, HP).
  • On a network, the printer and the computer are connected to the same wireless network (SSID) (Microsoft, HP, Epson).
  • Windows lists the device in Settings › Bluetooth & devices › Printers & scanners. On an all-in-one, select the printer: if Windows also detects it as a scanner, Scanner settings appears as an option (Microsoft).
  • You know which message appears. HP lists: An error occurred communicating with the scanner or scanning device, No Computer Detected or Computer not found, Scanner not found, and Scan to computer is currently unavailable. Epson Scan shows Cannot communicate with the scanner.

Step-by-step by operating system

01Check that Windows sees the scannerSelect Start › Settings › Bluetooth & devices › Printers & scanners and confirm the scanner is listed. Microsoft notes that the scanner in an all-in-one might appear as a printer: select it, and if Scanner settings is listed as an option, Windows also detects it as a scanner. On Windows 10 the path is Settings › Devices › Printers & scanners; select the printer, click Manage and look in the drop-down menu for an item that starts with Scanner:.
02Add the scanner manually if it is missingIn Printers & scanners, select Add device next to Add printer or scanner and wait while Windows searches (it might take a few minutes). Select Add device next to your scanner. If a network scanner is not listed, select Add a new device manually next to The printer that I want isn't listed and follow the Add Printer window (Microsoft).
03Make sure the WIA service is runningHP explains that Windows Image Acquisition (WIA) allows communication between the computer and the scanner, and scan jobs can fail if it is not running. Search Windows for View local services. If WIA shows Running (or Started) and Automatic, it is working. If not, right-click it, select Properties, set Startup type to Automatic and click Start. If Start is grayed out, set these services to Automatic and make sure they are running, then start WIA again: DCOM Server Process Launcher, Remote Procedure Call, RPC Endpoint Mapper and Shell Hardware Detection. On Windows 11, Epson also suggests right-clicking WIA in Services and selecting Restart.
04Scan from the printer driverHP suggests this when the HP app or other apps cannot scan. Load the original, open Control Panel › Devices and Printers, check that the printer is online (a green circle with a check on its icon), right-click it and select Start scan. Click Preview, adjust the area, click Scan, then Next and Import. HP says the files go to your Pictures folder by default.
05Check Imaging Devices in Device ManagerIn Device Manager, your scanner should appear under Imaging Devices without a question mark, exclamation mark or red X. If it shows one of these marks, or appears as an unknown device, Epson says to uninstall and reinstall the scanning software. HP's USB procedure uninstalls the printer under Imaging Devices and Printers, removes the HP software, restarts the computer and installs the latest driver from 123.hp.com, connecting the USB cable only when the installer asks.
06Reinstall the scan software after a Windows upgradeCanon (G3010 series): disconnect the USB cable, uninstall MP Drivers, then go to Control Panel › Programs › Programs and Features, select Canon IJ Scan Utility and click Uninstall/Change, and reinstall both from the Setup CD-ROM or Canon's website. Brother: after a Windows 11 update, uninstall the Brother Drivers and Software and reinstall them from the Downloads section. Epson: reinstall Epson Scan 2 if you upgraded the operating system without reinstalling it.
07Test with the Windows Scan appSearch for Windows Scan and open Scan (install it from the Microsoft Store if it is not there). Choose your scanner in the Scanner menu and make sure Source matches where the original is (Flatbed, Feeder or Auto-configured), then select Scan. If you did not choose a folder, scans are saved to Pictures/Scans in your user folder (Microsoft).

Fixes by connection type

USB

Connect the cable to a different USB port, straight into the computer and not through a hub (Canon, HP). Unplug and reconnect it at both ends and try a different cable (Epson). HP says to replace a cable longer than 3 m (9 ft 10 in); Epson's article on the older EPSON Scan says to keep it no longer than 1.8 m, because longer cables can cause communication issues. For HP reinstalls, connect the USB cable only when the installer asks.

Wi-Fi

The printer and the computer or mobile device must be on the same wireless network (SSID) (Microsoft, Epson, HP). In Epson Scan Settings, set Connection Type to Network, click Add, select the IP address (or click Enter Address and type it), click OK and then Test. A network status sheet shows whether the IP address is correct (Epson).

Ethernet

Use an undamaged Ethernet cable, not a phone cable, try a different LAN port on the router, and check that the green light at the printer's Ethernet port is steady while the orange activity light blinks. Then print a Network Configuration Report and check that Network Status is Ready (HP).

Power

If the product will not power on, Epson says to plug the power cable directly into a wall outlet, not an extension cable, and to try a different power cable.

Differences by brand

HPWork through HP's tasks in order and test after each one: scan from the printer driver (Devices and Printers, Start scan), uninstall the HP print driver and use the HP app, check the WIA service, then troubleshoot the USB, wireless or wired connection. On a Mac, start with Reset printing system.
CanonFor the G3010 series on Windows, Canon's checks are: the printer is on, a different USB port, no USB hub, the network connection status, and a restart of the computer. If scanning stopped after a Windows upgrade, disconnect the USB cable, uninstall MP Drivers and IJ Scan Utility, and reinstall them from the Setup CD-ROM or Canon's website.
EpsonIn Epson Scan 2 Utility, make sure the correct product is selected and use Other › Reset if needed. Keep only one version of Epson Scan installed: if there are several, uninstall them and install one. If the older EPSON Scan says Cannot communicate with the scanner, use the Test button in Epson Scan Settings after each fix. If Epson Scan 2 shows a code such as E1460-B305, see our page for that code.
BrotherBrother says that after a Windows 11 update through Windows Update, your PC may not communicate with the machine or use some features of the installed drivers and software. Uninstall the Brother Drivers and Software, then download the drivers from the Downloads section for your model and reinstall them.

Decision tree

Does Windows list the device as a scanner?Open Settings › Bluetooth & devices › Printers & scanners and select the printer. If Scanner settings is not an option, Windows has not detected the scanner part of the all-in-one. Add it with Add device, or reinstall the maker's full driver and scan software.
Is the WIA service stopped or disabled?Open View local services and look at Windows Image Acquisition (WIA). It should be Running and Automatic. If its status is Disabled or blank, set it to Automatic and start it, starting DCOM Server Process Launcher, Remote Procedure Call, RPC Endpoint Mapper and Shell Hardware Detection first if the Start button is grayed out (HP).
Does Device Manager show a mark on the scanner?A question mark, exclamation mark or red X under Imaging Devices, or an unknown device, means the scanning software needs to be uninstalled and reinstalled (Epson).
Did it stop working after a Windows update or upgrade?Canon, Brother and Epson all give the same fix: uninstall the scanner drivers and scan software, then reinstall them from the manufacturer (Canon IJ Scan Utility and MP Drivers, Brother Drivers and Software, Epson Scan 2).
Do you get Server Busy after the "What do you want to scan?" window?Microsoft describes this with a 32-bit scanning application on 64-bit Windows 7, 8 or 8.1 and a scanner that uses the TWAIN 1.0 default interface: an OLE call times out while the window waits for you. Microsoft recommends contacting the scanning application vendor to have them update the application.
Still not scanning after all of this?Epson says to contact Epson Support if the scanner still cannot communicate after reinstalling. HP offers its support community and support agents, and Microsoft points to the scanner manufacturer's website for further troubleshooting.

Frequently asked questions

Why is my scanner not working in Windows 11?

Check that the scanner appears in Settings › Bluetooth & devices › Printers & scanners and that Scanner settings shows for an all-in-one (Microsoft). Then check the Windows Image Acquisition (WIA) service: HP says scan jobs can fail if it is not running, and Epson suggests restarting it in Services on Windows 11.

Scanner not working after a Windows 11 update: what should I do?

Reinstall the scanner software. Brother says a Windows 11 update can stop the PC from communicating with the machine, and its fix is to uninstall the Brother Drivers and Software and reinstall them. Canon gives the same advice after upgrading Windows (MP Drivers and IJ Scan Utility), and Epson says to reinstall Epson Scan 2 after an operating system upgrade.

Scanner not working on an HP printer: what does HP recommend?

HP's order is: scan from the printer driver (Control Panel › Devices and Printers, right-click the printer, Start scan), uninstall the HP print driver and use the HP app, check that WIA is running and set to Automatic, then troubleshoot the USB, wireless or wired connection. Use the printer after each task to see if the issue is resolved.

Scanner not working on an Epson printer: what does Cannot communicate with the scanner mean?

Epson says the scanner may not be available through the selected connection, may not be configured correctly in Epson Scan Settings, or communication may be blocked by Windows. Select your product in Epson Scan Settings and click Test. If the test fails, restart the WIA service (Windows 11), reconnect or replace the USB cable, or add the scanner's IP address for a network connection.

Scanner not working on a Canon printer: where do I start?

Canon's checks for the G3010 series are: make sure the printer is on, use a different USB port, connect directly instead of through a USB hub, check the network connection, and restart the computer. If the scanner stopped after a Windows upgrade, uninstall and reinstall MP Drivers and IJ Scan Utility.

Scanner not working in Windows 10?

Open Settings › Devices › Printers & scanners and check that the scanner is listed. For an all-in-one, select the printer, click Manage and look for an item starting with Scanner: in the drop-down menu. If it is missing, use Add a printer or scanner. Microsoft notes that Windows 10 support ended on October 14, 2025.

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Related error codes

Epson E1460-B305Epson E1460-B305 (also shown as E583-B308) appears whe