You need to scan a document urgently. You place it on the glass, press scan, and... nothing. Or an error. Or a blank image. Scanner troubleshooting differs from printer troubleshooting, even on the same multifunction device.

First: Identify the Scan Method

Multifunction printers can scan in different ways, and each can fail independently:

Scan to computer: The computer initiates and controls the scan. Requires working drivers and communication.

Scan to email: The printer sends scans directly via email. Requires network and email server configuration.

Scan to USB: Scans save directly to a USB drive plugged into the printer. Simplest method, fewest dependencies.

Scan to network folder: Scans save to a shared folder on your network. Requires proper folder permissions and network settings.

Scan to Computer Problems

Scanner not found:

  • Check USB cable connections if direct-connected
  • Verify network connectivity if network-connected
  • Ensure scan drivers are installed (separate from print drivers sometimes)
  • Restart the Windows Image Acquisition (WIA) service

Scanning starts but produces blank or corrupted images:

  • Clean the scanner glass – dust and smudges cause issues
  • Check that the document is placed correctly (face down on flatbed, face up in ADF)
  • Try a different scan resolution or format
  • Update scanner drivers

Scan is slow or freezes:

  • Reduce scan resolution – 300 DPI is adequate for most documents
  • Check computer resources – scanning uses memory
  • Try scanning to a different format (JPEG instead of PDF)

Automatic Document Feeder (ADF) Problems

The ADF lets you scan multi-page documents automatically. Common issues:

Pages won't feed:

  • Clean the ADF pickup rollers
  • Fan the pages before loading
  • Don't overload – respect the maximum page count
  • Remove staples and paperclips

Multiple pages feed together:

  • Paper is sticking – fan pages thoroughly
  • Clean the separation pad
  • Use proper weight paper (not too thin)

Pages jam in ADF:

  • Carefully remove jammed paper following manufacturer instructions
  • Check for torn paper fragments remaining inside
  • Clean the paper path
  • Ensure paper guides are adjusted correctly

Scan to Email Problems

Emails don't send:

  • Verify SMTP server settings in printer configuration
  • Check that your email provider allows SMTP connections
  • Some email services require app-specific passwords
  • Firewall might block outgoing email from the printer

Emails arrive empty or corrupted:

  • Check file size limits – large scans may exceed email limits
  • Try scanning at lower resolution to reduce file size
  • Some email servers strip certain attachment types

Scan to Network Folder Problems

Folder not accessible:

  • Verify the folder path is entered correctly in printer settings
  • Ensure the folder has proper sharing permissions
  • Check that the credentials saved in the printer are valid
  • Try creating a new shared folder with simpler permissions

Physical Scanner Issues

Lines or streaks in scans:

  • Clean the scanner glass with glass cleaner and soft cloth
  • Check for scratches on the glass – these may require replacement
  • For ADF scans, clean the ADF glass strip (often overlooked)

Dark or bright scans:

  • Adjust scan density/brightness settings
  • Ensure the cover is fully closed (light leak affects flatbed scans)
  • Scanner lamp may be failing – professional service needed

When to Call a Technician

Seek professional help if:

  • Scanner lamp doesn't illuminate
  • You hear grinding or unusual mechanical sounds
  • Physical damage is visible
  • Problems persist after driver reinstallation
  • ADF jams repeatedly despite cleaning

At ilexDigital, we repair scanner components and resolve scanning issues on multifunction devices. Contact us for professional diagnosis when your scanner troubles go beyond basic troubleshooting.