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Hi there and welcome
It sounds like the transport locks are still locked.
The transport locks need to be unlocked, of which the scanner has two. One is located on the back end of the scanner, right next to the power supply, the other on the lower left area of the scanner. The respective connection jack is located next to the USB jack.
Unlock them and tell me if it then works please
You took them off before you tried scanning initially?
Can you go to www.teamviewer.com
Click on Download in the middle of the page
Download and install the program and give me the ID and Password ***** please so I can connect
Do not close the program but leave it open else I will not be able to connect
Please run teamviewer and give me the new paassword