Scanner Not Working? Common Scan Problems and Fixes

01Quick answer

When a scanner is not working, start by checking it can scan or copy from its own controls. If it can, the problem is on the computer: the scanner isn’t added, the scanning app can’t see it, or the scan driver is missing. If it can’t, the problem is with the scanner itself, such as a dirty glass, a feeder issue or a fault. This guide works through both sides for Windows and Mac users with standalone scanners or all-in-one printers.

02Before you start

• Make a copy on the printer if it’s an all-in-one. A good copy means the scanning hardware works.
• Check the printer side too. If the device prints but won’t scan, the scanner part of its software may be missing. If it doesn’t print either, see our printer offline guide.
• Look for messages on the device’s screen, such as a carriage lock warning or an open lid.
• Close other scanning apps. Two apps trying to use the scanner at once can block each other.

03Why this happens

Usually simple to fix:

• The scanner was never added in the computer’s settings, or was added as a printer only.
• The scanning app needs installing, such as Windows Scan or the maker’s app.
• The computer and an all-in-one printer are on different networks.
• The scanner glass or the feeder’s small scanning strip is dirty, causing lines.
• Some scanners have a transport lock (a switch or lever that protects the scanning parts in transit) that is still engaged on new units.

Needs the manufacturer or a repair service:

• Copies are blank or streaked even after cleaning, which points to the scanning hardware.
• The scanner makes grinding noises or the light doesn’t move.
• The feeder won’t pick up any pages even when they are loaded correctly.

04Get the computer to find the scanner

On Windows

1. Open Settings, then the Printers & scanners page (under Bluetooth & devices on Windows 11, or Devices on Windows 10).
2. Check whether your scanner or all-in-one is listed. If not, add it with Add device or Add a printer or scanner.
3. Open the Windows Scan app or the maker’s app and check that the scanner appears in its device list. Microsoft notes that Windows Scan can be installed from the Microsoft Store if it isn’t already on your PC.

   Can you scan now? If yes, you’re done. If the scanner still isn’t listed, continue.

4. Restart the scanner, the router (for network scanners) and the computer, then try again.
5. Reinstall the device’s software. Some all-in-one printers need the maker’s full software package to scan, not just the print driver. Our guide to removing and reinstalling a printer driver covers the clean way to do it.

On a Mac

1. Open System Settings (or System Preferences), choose Printers & Scanners and select your device.
2. Look for the option to open the scanner. If it isn’t there, remove the device and add it again; macOS adds scanning support for many all-in-one printers when it adds the printer.
3. Try scanning from the Image Capture app, which lists connected scanners.
4. If your model needs the maker’s software for scanning, download it from the manufacturer’s official website.

05Fix poor or failed scans

1. Clean the glass with a dry, lint-free cloth. If your scanner has a document feeder, also clean the narrow glass strip it uses, which is often to one side of the main glass.

   Are lines gone? Vertical lines on feeder scans usually come from dirt on that narrow strip.

2. Check the lid and position. Close the lid fully and align the page with the corner marker.
3. Check the feeder. Remove staples, flatten creases and don’t overfill it. Slide the guides so they touch the paper edges.
4. Check the settings. Choose colour or greyscale for documents with faint text, and the right file type, such as PDF.
5. Try the other source. If the feeder fails, try the flatbed glass, and the reverse.

06Common mistakes to avoid

• Using glass cleaner sprayed directly onto the scanner glass. Spray a little on the cloth only if your manual allows it, or use a dry cloth.
• Installing only the print driver for an all-in-one and expecting scanning to work.
• Scanning glossy photos through a document feeder.
• Leaving a new scanner’s transport lock engaged, if your model has one.

07If it still doesn’t work

If copies made on the device itself are blank, lined or distorted after cleaning, the scanning hardware needs attention. Contact the manufacturer through its official support website with the model name, serial number and a sample of what the scans look like. If the device copies well but the computer still can’t scan, Microsoft’s and Apple’s support pages for scanners and the maker’s support can help with your specific setup.

For step-by-step scanning once everything is found, see our guide to scanning a document to your computer.

08The short version

Copy a page on the device to find out where the problem is. If copying works, add the scanner on your computer and install the right app or software. If it doesn’t, clean the glass, check the feeder and settings, and contact the manufacturer if scans stay poor.

09FAQ

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

Printing and scanning use separate software. Your computer may have only the print driver. Add the device as a scanner too, or install the maker’s full software package from its official website.

How do I get rid of lines on my scans?

Lines usually come from dust or smudges on the scanner glass, especially the narrow strip used by the document feeder. Clean it gently with a dry, lint-free cloth and scan again.

Why does my scanner say it’s busy?

Another app or computer may be using it, or a previous scan didn’t finish. Close scanning apps, wait a moment and restart the scanner if the message stays.

Do I need special software to scan on Windows?

Not always. Windows Scan works with many scanners, and the maker’s app is another option. Some devices need the manufacturer’s software for features like feeder scanning or scanning to a folder.