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

(1) Confirm that the power switch is set correctly.

 

(2)

Confirm that the AC adapter is plugged firmly into a

 

 

power outlet.

 

(3)

When the power switch is in the AUTO position, the

 

 

scanner only turns on when the computer is on.

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)

Enable the [Deskew] scanner driver setting.

 

(3)

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 “Replacing Consumables” on p. 26 for roller replacement procedures.

Problem 4 Both sides are not scanned even when the Duplex

 

scanner driver setting is enabled.

Solutions

Before executing a CaptureOnTouch job, ensure that

 

the registered job settings are appropriate for the

 

intended scanning. If [Simplex] is selected on the

 

[Scanner Setting] tab of the [Job Register] dialog box,

 

scanning will always be single-sided (simplex). 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

 

(both rubber and metal). 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.

Problem 6 Pages are missing.

Solutions

When the scanner driver’s [Scanning Side] setting is

 

[Skip Blank Page], documents with very little black may

 

be unintentionally skipped. Select another scan mode

 

setting such as [Simplex] or [Duplex], or decrease the

 

[Ratio of black pixels]. If pages are skipped due to the

 

document double feeding, see “Problem 7 Documents

 

jam (or double-feed)”.

Problem 7 Documents jam (or double-feed).

Solutions

(1) Confirm that the roller is installed in the scanner

 

according to the Setup Guide page insert. The roller

 

is not installed in the scanner when shipped, and

 

proper feeding is not possible until it is installed. If

 

the roller has been installed correctly, clean it if

 

necessary.

(2)

Proper scanning may not be possible when

 

document pages stick together due to static

 

electricity. Fan the documents before you load them.

(3)

Set the feed selection lever to

 

(Bypass), and

 

 

 

manually feed the scanner one page at a time.

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