This is one of the most common printer problems. Printing and scanning use different software, so a printer can print fine while the scan button says it cannot find your computer or keeps asking you to install software. It often starts after a Windows update, a new router or a power outage. Work through these steps in order.
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Steps
Restart everything once. Turn off the printer, then unplug it from the wall outlet for 60 seconds. Restart the computer too. Plug the printer back in, turn it on and wait until it is fully ready before you try to scan.
Check that both are on the same Wi-Fi. Print a network or Wi-Fi report from the printer screen or its settings menu and look at the network name. It must match the Wi-Fi your computer is using. A new router or a guest network is the most common reason scanning stops.
Try scanning with the free tool already on your computer. On Windows, open the Start menu and search for Windows Fax and Scan or the Scan app. On a Mac, open Image Capture from the Applications folder and pick your printer on the left. If this works, your printer is fine and only the brand scan app needs fixing.
Use the right scan app for your brand. HP printers use the HP Smart app. Epson printers use Epson Scan 2 or Epson ScanSmart. Canon printers use IJ Scan Utility. Brother printers use Brother iPrint and Scan. Open that app and choose your printer from its list.
If the app keeps asking you to install scan software, the computer has only part of the software. Go to the official support site for your brand, such as support.hp.com, epson.com/support, canon.com/ijsetup or support.brother.com, type your printer model and install the full software package, not only the basic driver. Restart the computer after it finishes.
Remove the printer and add it back. On Windows, open Settings, then Bluetooth and devices, then Printers and scanners, click your printer and choose Remove. On a Mac, open System Settings, then Printers and Scanners, select it and click the minus button. Then add it again and try one scan.
Scanning from the printer screen to the computer, such as Scan to PC, only works while the computer is on, awake and has the brand app installed. If you prefer, start the scan from the computer instead, which is often more reliable.
Check the scanner glass and lid. For a single page, lift the lid, place the page face down in the corner marked by the arrow and close the lid. If the document feeder on top will not pick up several pages, fan the pages, straighten them and do not load more than it can hold.
Make a test scan of one page and save it to your Documents or Desktop folder so you know where it went. Many people think scanning failed when the file was saved somewhere they did not expect.
Never call a phone number from a popup, search ad or email that says your printer driver is broken or blocked. Your printer maker does not cold call you, and the only software you need comes from its official support site.
Common questions
Why does my printer print but not scan?
Printing and scanning use different parts of the software. The print driver can work while the scan software is missing, out of date or looking for the printer on a different Wi-Fi network.
Do I need to buy a new printer?
Almost never. Scanning problems are nearly always software or network settings, and the steps above fix most of them for free.
Where did my scanned file go?
Most scan apps save to your Documents or Pictures folder, or show a Save button at the end. Look for a setting in the app called save location or destination folder.
Can I scan with my phone instead?
Yes. The HP Smart, Epson Smart Panel, Canon PRINT and Brother Mobile Connect apps can scan from your printer to your phone, and most phones can also scan a page with the camera.
Can Ellis help me with this?
Yes. Ellis can talk you through each step by phone while you sit at the computer, and will never ask for your passwords or bank details. Ellis is an AI assistant, and it will tell you so.
Free human help is at capacity right now. If you want help while you fix this, Ellis, our AI assistant, can help you by phone now. The first 5 minutes are free when you call (928) 272-0355. If you want more time, phone help is $19 one time for up to 30 minutes, used over 14 days. No subscription. Ellis is an AI and can make mistakes.