How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • Go back-and-forth until satisfied
    Rate the answer you receive.
Ask Michelle Your Own Question
Michelle
Michelle, Printer Expert
Category: Printers
Satisfied Customers: 7353
Experience:  B.Sc. Computer Science with Honors
26798893
Type Your Printers Question Here...
Michelle is online now

I have a Canon MX525 which will do everything it is meant to

Customer Question

I have a Canon MX525 which will do everything it is meant to except SCAN and I cannot find what the fault is - there is no error code coming up
JA: How long have you had your MX525?
Customer: Sorry I can't remember - a few years
JA: What have you tried so far?
Customer: Nothing really because I don't know what to do - I have been through the set up disc but the troubleshoot does not say anything but the obvious
JA: Anything else you want the Electronics Expert to know before I connect you?
Customer: Such as
Submitted: 18 days ago.
Category: Printers
Customer: replied 18 days ago.
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Live Phone Call.
Customer: replied 18 days ago.
Let me know if you need more information, or send me the service offer(s) so we can proceed.
Expert:  Michelle replied 18 days ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

You are at www.justanswer.com services.
I am sorry to hear that you are having such trouble. I will try my best to help you out.

What Operating System (OS) is running on the computer? xp, vista, windows 7, 8 or 10 or Macos

Customer: replied 18 days ago.
The printer/scanner is connected manually by USB
Expert:  Michelle replied 18 days ago.

What Operating System (OS) is running on the computer? xp, vista, windows 7, 8 or 10 or Macos

Customer: replied 18 days ago.
I would rather do this over a computer thank you - I have paid a free trial fee I am not paying another £16 - please continue on this chat line
Expert:  Michelle replied 18 days ago.

Secure Remote Assistance is an optional premium service. If you get a popup for the same on your screen, its your choice to choose it or not. These popups are generated by the website and not me to offer customers with additional services. You may ignore the popup.
I will continue to assist you on chat.

Expert:  Michelle replied 18 days ago.

do you have windows or mac computer

Customer: replied 18 days ago.
Windows
Expert:  Michelle replied 18 days ago.

on the computer, open control panel

then open devices and printers

then right click on canon printer icon

then let me know if you see a start scan option or not

Customer: replied 18 days ago.
OK
Expert:  Michelle replied 18 days ago.

thanks

Customer: replied 18 days ago.
There are no options when I right click
Expert:  Michelle replied 18 days ago.

when you right click on printer icon do you see any menu popup?

Customer: replied 18 days ago.
No
Customer: replied 18 days ago.
Did you receive my answer
Expert:  Michelle replied 18 days ago.

on the computer, press the windows key and R key together

in the window that opens type dxdiag and click ok

click ok/yes in a popup message that shows

then in dxdiag window let me know the version of windows listed

Customer: replied 18 days ago.
DirectX12 - However, as I said this is manually connected to a Windows 10 at the moment but sometimes I use a Windows 7 so I do not know if that makes a difference
Expert:  Michelle replied 18 days ago.

have you installed the printer driver software on the computer?

Expert:  Michelle replied 18 days ago.
Customer: replied 18 days ago.
I think you may not be fully understanding the situation. We have had the printer for a few years so obviously we set it up some time ago. The machine prints perfectly. It also copies perfectly. It will just not scan a document and send it to the computer as a pdf - I hope this is clear now
Expert:  Michelle replied 18 days ago.

please follow the steps i have listed above for scanning

Customer: replied 18 days ago.
I have downloaded it but I am using a company laptop which will not let me finish it as it needs an Administrator password ***** will these instructions stay on the screen so that I can set it up on my own laptop
Customer: replied 18 days ago.
Please respond
Expert:  Michelle replied 18 days ago.

you can open your email and then open justanswer email and click view response and this page will reopen

Customer: replied 18 days ago.
OK Thank You
Expert:  Michelle replied 17 days ago.

thanks for trying the service