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birooinam
birooinam,
Category: Printers
Satisfied Customers: 1211
105203337
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Since a Windows 10 update I cannot scan from Canon MG7752.

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Since a Windows 10 update I cannot scan from Canon MG7752.
JA: What device or product does this involve?
Customer: The printer seems to go through the motions but the resultant scan is a blank / not found in Canon Image Garden
JA: Is there an error code on your printer when you try to scan?
Customer: No - the printer seems to act as normal for a scan
JA: When did you last update the printer driver software?
Customer: I haven't?!
JA: Anything else you want the Printer Expert to know before I connect you?
Customer: No - can't think of any other info

Hi, this is Biro. You have reach JustAnswer.com which is a Paid Question and Answer site. I will be helping you with your issue today.
As I understand you are unable to scan after installing Windows 10. Am I correct on that?

Customer: replied 2 months ago.

Is the printer connected via USB cable or wireless ?

Customer: replied 2 months ago.
usb cable

We need to upgrade/reinstall the complete printer drivers on the computer as upgrading windows version will cause driver incompatibility.

Unplug USB cable from the printer.

Start > Control Panel > Programmes and Features > Uninstall all Canon Printer softwares currently listed.

Once done download latest drivers from the following location and install it -

https://www.canon.co.uk/support/consumer_products/products/fax__multifunctionals/inkjet/pixma_mg_series/pixma-mg7752.html?type=drivers&language=&os=windows%2010%20(64-bit)

Customer: replied 2 months ago.
OK - will give it a try

Let me know if you face any issue

Customer: replied 2 months ago.
Have completed download and install of latest drivers (as above) but the problem is still the same. Scanning results in a blank pdf document (? icon) in Canon My Image Garden. Creating a pdf says 'Failed to load' - any thoughts?!

Can you share the computer screen with me ?

Customer: replied 2 months ago.
Because of previous problems I am very reluctant to do that!

Let me check what else I can do for you. Give me sometime

Customer: replied 2 months ago.
OK - thanks

Did you complete remove all Canon softwares before installing the new one ?

Customer: replied 2 months ago.
All software related to the printer

Turn off the printer. Unplug the power cord from the wall socket and keep it off for 2-3 mins. Plug back in the cord and turn back on the printer and check

Customer: replied 2 months ago.
OK will do

Sure. Let me know.

Customer: replied 2 months ago.
No different - I guess turning off the PC is next?!

Yes

Customer: replied 2 months ago.
No luck - I've rebooted but it made no difference.

Do you have the pdf reader installed after upgrading to Windows 10 ?

Customer: replied 2 months ago.
I have Adobe Acrobat Reader which has been installed since day one. Windows 10 was an update not a new install so yes the pdf reader is still there

Sorry. We have run out of options on chat. I can help further but only on remote session.

Customer: replied 2 months ago.
OK - having had a bad experience with remote access before I'm not keen to do that. I'm thinking new printer as the solution (as they are pretty cheap these days). Many thanks for your efforts and I'll sort your rating - no negatives!!

Welcome. Take care

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