Resolved Scanner not saving to file

I have a new Canon MG 5220 printer/scanner. It is on a wireless network. My desktop is wired to the server. I can get the printer to work just fine but when I try to scan and save to a file it gives me two messages;

Scanner is turned off.
Scanner is not connected to LAN

I spent 55 minutes with Canon support and they claim all hardware and software for the printer are working fine. They suggest it might be a fire wall issue with XP or maybe in Norton. Any suggestions?

 

Turn off your firewall and see if it works. If not then make sure you aren't online or have your mail program open and shut off Norton. That will eleminate those 2 as being your problem.

 

Have tried with all applications off,. no email or browser open. Have turned off firewall as this helped when getting the printer to work, no go this time.
Norton Security was off but still had Norton Utilities on. Have since re upped Norton Securities with a two week trial and it recognized the printer still no scan.

 

I haven't installed a wireless scanner before, but this is where I would start

Check the FAQs or knowledgebase at Canon. Often the techs don't read them

Another is any troubleshooting information in the user manual. Often they have suggestions you won't find anywhere else.

I don't think Canon have a forum, but you might be able to piece together information from other forums.

You always need to compare wireless networking against wired, so connect with a network (Ethernet) cable and compare to see if you can isolate the problem.

Matt
PS If you spend quite a deal of time with the support staff and it still doesn't work, they haven't solved the problem. Contact them again and ask them to escalate it to a higher level or give you your money back so that you can get one that does work. I am sure they don't want (or shouldn't want) problems where owners have to solve it themselves, when it is under warranty and should work. They can't sell you a product that won't work.

 

I seem to have narrowed it down to the following. It has to do with the access points.

The printer part of the device recognizes the network and communicates just fine but the scanner will not recognize the network. Something is blocking this from happening. I have disabled all firewalls (XP, Norton) are there others and how to I get to them. Is there a firewall on the server itself?

How do I force the recognition of the server. Seems odd that the printer sees it but not the scanner.

 

By server I presume you mean router?

If so post make and model (many routers have built in firewalls but few intended for SOHO would block internal network traffic).

 

SUCCESS

It turns out to be something simple but overlooked. The TCP/IP version default setting for the Canon MG5220 is IPv6. I had to go in and manually reset it to IPv4. Presto the scanner drivers loaded up and now I can scan to a file on my computer.

Seems strange that Canon support did not suggest this.
Thanks to all for the help.

 

Thanks for letting us know, hopefully others will benefit from your experience.

Please mark your thread as 'Resolved'.