Printers · Repair guide

How to fix a scanner that is not working

9 fixes, easiest first4 min readUpdated November 2026

Quick fix

Restart the scanner and computer, make sure they are connected by a direct USB cable or to the same Wi-Fi network, then check that the scanner appears in Windows Settings > Bluetooth & devices > Printers & scanners (or Mac System Settings > Printers & Scanners). If it stopped after an upgrade, reinstall the maker's scan software.

What it means

A scanner or all-in-one printer that will not scan usually has a connection, setup or software problem rather than a broken part. The computer may not see the scanner at all, may see only the printer side of an all-in-one, or the scan app may be pointed at the wrong device. Scanning often stops after a Windows or macOS upgrade until the maker's scan software is reinstalled.

Common causes

  • The scanner and computer are not on the same Wi-Fi network, or the USB cable is loose or plugged into a hub
  • The scanner was never added in Windows or macOS, or only the printer part was added
  • The scan app is set to the wrong scanner
  • Scan software is outdated or broken after a Windows or macOS upgrade
  • Security software is blocking network scanning
  • The computer or scanner was asleep when the scan started

How to fix it

Work down the list. Each fix is safe to try before moving on to the next.

01Check power and the connectionEasy

  1. Make sure the scanner or all-in-one printer is turned on and shows no error on its screen.
  2. If you use a USB cable, check both ends are firmly plugged in. If it goes through a USB hub, plug it straight into the computer instead.
  3. If you use Wi-Fi, make sure the scanner and the computer are connected to the same Wi-Fi network name.
  4. If the computer was asleep, wake it and start the scan again.

Why it helps: Scanner makers list a loose cable, a USB hub or a different Wi-Fi network as common reasons the scanner cannot be found.

02Restart the scanner, computer and routerEasy

  1. Turn off the scanner or printer.
  2. Restart the computer.
  3. If you scan over Wi-Fi, unplug the router for about 30 seconds, then plug it back in and wait until the internet is back.
  4. Turn the scanner on, wait until it is ready, then try scanning again.

Why it helps: A restart clears temporary connection problems between the devices.

03Make sure Windows has added the scannerEasy

  1. Open Start > Settings > Bluetooth & devices > Printers & scanners.
  2. Select your scanner or all-in-one printer. If you see Scanner settings, Windows has detected the scan part.
  3. If it is not listed, select Add device next to Add printer or scanner and wait.
  4. When it appears, select Add device next to it.
  5. If it still is not found, select Add a new device manually and follow the steps.

Why it helps: Windows can only scan from a device that is added and detected as a scanner.

04Scan with the Windows Scan appEasy

  1. Select Search, type Windows Scan and open the Scan app.
  2. If it does not appear, install Windows Scan from the Microsoft Store.
  3. Put the page face down on the glass and close the lid, or load the document feeder.
  4. In the app, pick your device under Scanner, choose the Source and select Scan.
  5. Scans are saved to the Pictures > Scans folder unless you choose another folder.

Why it helps: If the Scan app works, the scanner and Windows are fine and the problem is in the other app you were using.

05If you use a Mac, open the scanner from Printers & ScannersEasy

  1. Choose Apple menu > System Settings, then select Printers & Scanners in the sidebar.
  2. Select your scanner or all-in-one in the list and select Open Scanner.
  3. If there is no Open Scanner button, remove the device and add it again: Control-click it, choose Remove Printer, then select Add Printer, Scanner, or Fax and add it back.
  4. If you start scans with the scanner's own button, try scanning from Image Capture or Preview instead.
  5. If more than one person is logged in to the Mac, log out all users, log back in and try again.

Why it helps: Apple lists removing and re-adding the scanner and using another scan app as the main fixes for scanning problems.

06Use the maker's scan app and pick the right scannerEasy

  1. HP: scan from the HP app or HP Smart.
  2. Epson: open Epson Scan 2 Utility, make sure your product is selected, and test the connection. On Windows it is in the EPSON folder on the Start menu; on a Mac it is in Applications > Epson Software.
  3. Canon: scan with IJ Scan Utility.
  4. Brother: scan with Brother iPrint&Scan. On a Mac, select your machine again in iPrint&Scan if scanning stopped.
  5. If you scan over Wi-Fi and get a communication error at high resolution, try a lower resolution.

Why it helps: The maker's app often handles scan buttons and network scanning better, but only if it is set to the correct device.

07If you scan over a network, check security softwareAdvanced

  1. Some firewalls and security apps block network scanning without showing a warning.
  2. Open your security app's settings and allow the scanner maker's scan software, or follow the maker's network scanning instructions for your model.
  3. Brother, for example, lists firewall ports its network scanning needs in its online guides.
  4. If you turn protection off to test, do it only briefly and turn it back on right after the test.

Why it helps: A blocked connection lets the computer print but not receive scans from the device.

08Remove and add the scanner again in WindowsMedium

  1. Open Start > Settings > Bluetooth & devices > Printers & scanners.
  2. Select the scanner or all-in-one, select Remove, then confirm with Yes.
  3. Restart the computer and make sure the scanner is on and connected.
  4. Select Add device and add it again.

Why it helps: Re-adding the device builds a fresh connection and reinstalls its driver.

09If it stopped after a Windows or macOS upgrade, reinstall the scan softwareMedium

  1. Unplug the USB cable if you use one.
  2. On Windows, open Settings > Apps > Installed apps, find the scanner maker's driver and scan app, select More options (...) and choose Uninstall.
  3. If more than one version of the scan app is installed, remove all of them.
  4. Restart the computer.
  5. Download the latest driver and scan software for your exact model from the maker's support site and install it, connecting the cable only when the installer asks.

Why it helps: Canon and Epson both say scan software must be reinstalled after an operating system upgrade if scanning stops.

Check it's fixed

  • The scanner shows in Printers & scanners with Scanner settings (Windows) or an Open Scanner button (Mac).
  • A test page scans and the file opens from the save folder.
  • Scanning still works after a restart of both devices.

When to get help

If the scanner is not found over a direct USB cable even after reinstalling the maker's software, or the scanner shows a hardware error on its screen, contact the scanner maker's support or a repair shop.

Questions

Why does my all-in-one print but not scan?

Windows or the Mac may have added only the printer part, or the scan software is missing or blocked. Add the device again and install the maker's full driver and scan software.

Where do my scans go in Windows 11?

The Windows Scan app saves to the Scans folder inside Pictures unless you choose another folder. Maker apps let you choose the save folder in their settings.

Why did my scanner stop working after a Windows update?

The scan software may not have carried over cleanly. Uninstall the maker's scan software and driver, restart, and install the latest version for your model.

Can I scan on a Mac without the maker's app?

Often yes. Many scanners work from System Settings > Printers & Scanners > Open Scanner, or with the Image Capture and Preview apps.

Related fixes

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