What to Do When Your Scanner Isn't Working

Quick answer

When a scanner is not working, the computer usually can’t see it, or it’s missing the right software. Restart the scanner and computer, check the cable or Wi-Fi connection, then test with a built-in app: Windows Scan on Windows 11 or Image Capture on a Mac. If the scanner still doesn’t appear, reinstall the software from the manufacturer’s official support site. This guide is for home and small office users with a standalone scanner or an all-in-one printer.

Before you start

Start with the basics. They fix more scanner problems than you might expect:

• Check that the scanner is on and that its screen or lights don’t show an error, such as an open lid, a jam in the document feeder or a locked scan head.
• Some flatbed scanners have a transport lock (a small switch or slider that holds the scanning part in place during shipping). If your scanner is new or was moved, check the manual to see whether it has one and unlock it.
• For USB scanners, plug the cable directly into the computer, not into a hub or keyboard, and try another port.
• For wireless scanners, make sure the device and your computer are on the same Wi-Fi network.
• Write down what happens: Is there an error message? Does the scanner not appear at all? Does printing work but scanning doesn’t? This helps you pick the right fix below.

Make your computer see the scanner

Windows 11

1. Open Settings, then Bluetooth & devices, then Printers & scanners.
2. Look for your scanner or all-in-one printer in the list. If it’s there, select it and look for an Open scanner option, which opens the Windows Scan app on many setups.
3. If the device isn’t listed, choose Add device and wait for it to appear.
4. Open the Windows Scan app (free from the Microsoft Store) and check whether the scanner shows up there.

If the scanner is listed but won’t scan, restart the Windows Image Acquisition service, which Windows uses to talk to many scanners:

1. Press the Windows key, type “Services” and open the Services app.
2. Find Windows Image Acquisition (WIA), right-click it and choose Restart. If it shows as stopped, choose Start.
3. Try scanning again.

You can also open Device Manager (right-click the Start button to find it) and look under Imaging devices, Print queues or Printers. A yellow warning sign next to the scanner means its driver (the small program that lets your computer talk to the device) has a problem.

macOS

1. Open System Settings, then Printers & Scanners.
2. Select your all-in-one printer or scanner. If scanning is supported, you may see a Scan tab or an Open Scanner button (the exact layout depends on your macOS version).
3. If you don’t see a scan option, remove the device and click Add Printer, Scanner or Fax to add it again.
4. Open Image Capture from the Applications folder and check whether the scanner appears in its sidebar.

If Image Capture sees the scanner but the manufacturer’s app doesn’t, use Image Capture for now and check the manufacturer’s support site for an updated version of their app.

Reinstall the scanner software safely

Many all-in-one printers print fine with the basic driver that Windows or macOS installs automatically, but need the manufacturer’s full software package to scan. If printing works but scanning doesn’t, this is often why.

1. Find your exact model number on the label on the device.
2. Go to the manufacturer’s official support site and search for that model.
3. Download the software for your operating system, such as Windows 11 or your macOS version.
4. Remove the device from Printers & scanners (Windows) or Printers & Scanners (Mac) first, if the manufacturer’s instructions say to.
5. Run the installer and follow its steps, then restart your computer.
6. Test with a simple scan.

Only get software from the manufacturer’s site, Windows Update or macOS updates. Avoid third-party driver download sites, links from pop-up ads, and tools that promise to update all your drivers automatically. Our guide on how to install or update a printer driver safely covers this in more detail.

If this does not work

Work through these next steps, from easiest to hardest:

• Connect by USB for a test, if the scanner normally works over Wi-Fi. If USB works, the problem is the network connection.
• If the device also shows as offline for printing, see our guide on how to fix a printer that says it’s offline. Fixing the connection often fixes scanning too.
• Turn off any VPN on your computer while testing, since it can hide devices on your home network.
• If your security software shows a message about blocking the scanner’s software, check the security software’s help pages or the scanner manufacturer’s support site for how to allow it. Don’t switch off your protection to test.
• Install pending updates for Windows or macOS, and any firmware updates (the built-in software inside the device) offered by the manufacturer. Steps vary by model.
• Try scanning from the device’s own control panel to a USB drive or email, if your model supports it. If that works, the scanner hardware is fine.
• Test on a different computer, if you have one. If it works there, the problem is on the first computer.

Once the scanner shows up again, our guide on how to scan a document to your computer walks you through your first scan.

When to get professional help

Stop and contact the manufacturer’s support, or a qualified technician, if:

• The scanner glass is cracked or broken. Stop using it to avoid cuts.
• You hear grinding, or the scan head doesn’t move at all after you’ve checked for a transport lock.
• Scans always show the same lines or dark bands even after cleaning the glass.
• The device shows a hardware error code that stays after a restart. Look up codes only on the manufacturer’s official site.
• The device is under warranty, which may cover a repair or replacement.

Be wary of anyone who contacts you unexpectedly offering to fix your scanner. Don’t share passwords or let strangers connect remotely to your computer.

FAQ

Why does my all-in-one printer print but not scan?

The basic driver installed by Windows or macOS often supports printing only. Installing the manufacturer’s full software package from its official support site usually adds scanning.

Why does my scanner work over USB but not over Wi-Fi?

The computer and scanner may be on different networks, or a VPN may be hiding the scanner. Check that both use the same Wi-Fi network and try again with the VPN off.

Do I need the manufacturer’s app to scan?

Not always. Windows Scan and Mac Image Capture work with many scanners. Some models need the manufacturer’s software, so check its support site if the built-in apps don’t find your device.

Why are my scans coming out with lines or spots?

Dust or smudges on the glass are the usual cause. Clean the glass with a soft, dry, lint-free cloth. For document feeders, check the manual for the narrow glass strip that also needs cleaning.

Will restarting the Windows Image Acquisition service delete my files?

No. It only restarts the Windows service that connects to scanners. Your scans, documents and settings stay where they are.