Q1 | The scanner will not turn on. |
A1 | Confirm that the AC adapter is plugged firmly into a power outlet. |
Q2 | The scanner is not recognized. |
A2 | 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 ""Q1" "The scanner will 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. |
Q3 | Documents feed askew (scanned images are slanted). |
A3 | 1 Align the document guides to fit the documents as closely as possible, and load the documents so that they feed straightly. 2 Enable [Automatically straightens skewed] in the scanner driver settings. 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. |
Q4 | Documents are not scanned according to the settings configured in the scanner driver. |
A4 | When you scan using a job registered with CaptureOnTouch, the registered job settings have priority over the scanner driver settings. Edit existing job settings, or create a new job using the desired scanning conditions. |
Q5 | If white lines or streaks appear in scanned images. |
A5 | Clean sides of the scanner glass, and the rollers. 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 glass may be scratched. Contact your local authorized Canon dealer. |
Q6 | Pages are missing. |
A6 | Then the scanner driver's [Scanning Side] setting is [Skip blank page], documents with very little black may be unintentionally skipped. Decrease the [Set the likelihood of skipping blank page] value or select another scan mode setting such as [Simplex] or [Duplex]. |
Q7 | Documents jam (or double-feed). |
A7 | 1 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 the non separation position, and manually feed the scanner one page at a time. |
Q8 | Multiple pages of scanned images cannot be saved to a single file. |
A8 | Some file formats cannot save multiple scanned image pages as a single file. - BMP and JPEG: Scanned images are always saved one page per file. - PPTX: Multi-page images are always saved to a single file. - TIFF and PDF: Multiple pages can be saved to a single file based on the application software setting. In CaptureOnTouch, click  , and then select [Save all pages as one file] in the dialog box displayed. In CapturePerfect, select [Save all pages as one file] in "Multi Page Settings" on the [Scan to File] screen. |
Q9 | All of the placed documents have been scanned, but the scanned image does not appear on the application. |
A9 | When [Panel-Feeding] or [Automatic Feeding] is selected as the feeding method on the scanner driver's setting screen, a scanning operation will not continue after all of the documents are fed, as the scanner awaits additional documents to be fed. You can finish the operation and send the scanned images to the application by pressing the stop button on the scanner. |
Q10 | Memory becomes insufficient and scanning stops. |
A10 | If you configure scanning conditions that use a large amount of the computer's memory, scanning may stop because of insufficient memory. Although this depends on the computer's memory size, the possibility of insufficient memory increases if any of the following scanning conditions overlap. - [Color Mode] is set to [24-bit Color] - A large page size (e.g. Legal) is specified as the [Page Size]. Alternatively, the page size is set to [Scanner's Maximum]. - A high resolution (600dpi etc.) is specified for [Dots per inch].
If an error message appears due to insufficient memory while scanning is in progress, exit the application, change the scanning conditions (e.g. reduce the resolution or page size) and then try scanning again. In addition, the amount of memory used can be contained by turning off [Moire Reduction] and [Please change prevent bleed through and remove] if they are set to on. |
Q11 | Cannot save scanned file. |
A11 | The maximum size that can be saved as a file is 2 GB. A multiple-page scan cannot be saved when it reaches the file size of 2 GB. Change the save settings if an error message is displayed. |
Q12 | If scanning is too slow |
A12 | 1 Close other running programs, if any. 2 Scanning can be slowed down by memory shortage caused by memory-resident applications such as anti-virus programs. Close such memory-resident programs if necessary to free up memory space. 3 When insufficient hard disk space is available, the scanner may be unable to create the necessary temporary files for scanned data. Delete unneeded data on the hard disk to free up more space. 4 Scanning is slow if the computer's USB port is not Hi-Speed USB 2.0 compliant. 5 If using a common USB cable that is not Hi-Speed USB 2.0 compliant, replace the cable with the supplied compliant cable. 6 When the scanner is connected to the computer via a USB hub that is not Hi-Speed USB 2.0 compliant, remove the hub and connect the scanner directly to the computer. |
Q13 | Scanned image files cannot be opened in an application |
A13 | 1 Scanned images saved as multi-page TIFF files can be opened only by programs that support this file format. 2 Some applications cannot open compressed TIFF files, even if it does not contain multiple pages. This issue can occur with programs that are not compatible with CaptureOnTouch and TIFF files of CapturePerfect. In this case, select "None" as the image file compression format before scanning. |
