Troubleshooting

Common Problems and Solutions

This section provides recommended solutions to common problems. If you have a problem that is not solved by the following, contact your local authorized Canon dealer.

Problem 1 The scanner will not turn on.

Solutions

Confirm that the AC adapter is plugged firmly into a

 

power outlet.

Problem 2 The scanner is not recognized.

Solutions

(1)

Confirm that the scanner is properly connected to

 

 

the computer with a USB cable.

 

(2)

Confirm that the scanner is turned on. See the

 

 

previous problem (1) if the scanner does not turn

 

 

on.

 

(3)

The computer’s USB interface may not support the

 

 

scanner. The scanner cannot be guaranteed to

 

 

work with all USB interfaces.

 

(4)

Confirm that the supplied USB cable is used to

 

 

connect the scanner to the computer. The scanner

 

 

cannot be guaranteed to work with all available

 

 

USB cables.

 

(5)

If the scanner is connected to the computer via a

 

 

USB hub, try removing the hub and connecting

 

 

directly to the computer.

Problem 3 Documents feed askew (scanned images are

 

slanted).

Solutions

(1)

Align the document guides to fit the documents as

 

 

closely as possible, and load the documents so that

 

 

they feed straightly.

 

(2)

Open the document feed extension support and

 

 

place the document.

 

(3)

Enable [Automatically straightens skewed image]

 

 

(or [Deskew]) in the scanner driver settings.

 

(4)

If many pages have been scanned since roller

 

 

cleaning, clean the rollers. If documents still feed

 

 

askew, roller replacement or other maintenance

 

 

may be needed. See Chapter 7 Maintenance for

 

 

roller replacement procedures.

Problem 4 Both sides are not scanned even when the Duplex

 

scanner driver setting is enabled.

Solutions

In CaptureOnTouch and CapturePerfect, executing a

 

job for which single-sided (simplex) scanning is

 

registered will always result in simplex scanning,

 

regardless of scanner driver settings.

 

To perform duplex scanning, either change the job

 

setting or create another job for duplex scanning.

Problem 5 If white lines or streaks appear in scanned images.

Solutions

Clean both sides of the scanner glass, and the rollers.

 

If a sticky substance such as glue or correction fluid is

 

found, carefully wipe with just enough pressure to clean

 

the area where the lines appear. If the problem cannot

 

be solved by cleaning, the internal glass may be

 

scratched. Contact your local authorized Canon dealer.

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