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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
manually feed the scanner one page at a time.
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(Bypass), and