Troubleshooting Scanner-related Communication and installation problems in Windows 2000 & XP

RELATES TO:


  • Windows 2000 & XP
  • Compatible USB / FireWire Epson Scanners and All-In-One products
  • EPSON Scan, EPSON TWAIN
  • Scanner software operation problems
  • Scanner-related error messages


EXPLANATION:


This article explains how to troubleshoot communication-related issues in Windows 2000 and Windows XP. If you have received an error message when you attempt to scan, we recommend searching the Knowledge Base for a solution, and then returning to this article if necessary.
For trouble-free operation, we recommend ensuring that you are running the most up-to-date version of your Windows operating system. Before following this article, we recommend that you download and install any available system updates and restart the computer. Updates are available from the Microsoft website.

SOLUTION:


Notes Icon Note:

If you connect your scanner to your computer via a USB interface, you should not connect any of the following devices to the computer during this troubleshooting:

Webcam, handheld photo scanner, digital camera or camcorder, or a different USB scanner, or All-In-One (printer/scanner/copier).

The Windows operating system can only support one USB scanner at a time. In some cases, it may only be able to support one USB image capture device at a time. Connecting a USB image capture device at the same time as your scanner could result in one device being detected as an 'Unknown Device' (Code 38), they may both use the usbscan.sys Windows file.


To start troubleshooting, follow these steps:


Isolating the issue: Check the scanner setup

  1. Check that there is power to the scanner. Make sure your scanner's power cord is securely connected to the scanner and a working electrical outlet. If your scanner has a power switch, make sure it is turned on - this would be located on either the front or the side of the scanner. (Refer to the scanner's user guide for a guide to the scanner parts.)
  2. Check for any error lights. If a red, amber or flashing Start / Power light are displayed then attend to these first. Refer to the scanner's user guide for further information.
  3. Check the interface cable connection.

    1. Make sure the interface cable (USB or FireWire) is securely connected to the scanner and your computer, and that the cable is not damaged or crimped.
    2. Your system may not work properly if you use a cable other than the one that came with your scanner so try using that cable.
    3. Connect the scanner directly to the computer's USB port only.

      • The scanner may not work properly when connected to the computer through another device. Do not connect the scanner via a third party device such as another FireWire device, an external USB hub or switch, a USB extension cable, or a USB port in a keyboard.
      • Use a data cable that is no longer than 1.8m. Anything longer than this can reduce reliability.

  4. Try scanning again. If you are still unable to scan, move to the next section.

Isolating the issue: Check if the scanner is listed in Device Manager


  1. Make sure that the scanner is powered on and connected to the computer.

  2. Right-click on My Computer icon, and left-click on Properties.

  3. The System Properties window will open. Click on the Hardware tab, and then on Device Manager.
  4. In Device Manager, click on [+] beside Imaging Devices to see if the scanner is listed.
  5. If the Epson scanner does not appear under Imaging Devices, look under Other Devices to see if the scanner is listed.
  6. Click on the heading that applies to you:

    The Epson scanner does not appear or Imaging Devices is not listed




    There is a physical communication issue as the scanner is not detected on either the FireWire or USB Bus.


    1. Check the data cable connection and reconnect the data cable. Device Manager should update almost instantly.
    2. Once you have confirmed that these items appear, move to section "The Epson scanner appears in Device Manager".
    3. If this fails, disconnect all other USB or FireWire devices (except a USB mouse or keyboard) and restart the computer with only the Epson scanner directly connected to a port on the computer.

      Notes Icon Note:

      You should not connect more than one USB scanner/USB All-In-One in Windows. The Windows operating system can only support one USB scanner at a time. In some cases, it may only be able to support one USB image capture device at a time. Connecting a USB image capture device at the same time as your scanner or All-In-One could cause a device conflict as they may both use the usbscan.sys Windows file.

      Webcams, scanners, All-In-Ones, handheld photo scanners, and digital cameras or camcorders (when connected via USB), are all examples of USB image capture devices.


    4. We recommend changing the data cable for a different, known-working cable. If the Epson scanner is not detected in the Device Manager, test the scanner on a different computer (Mac or Windows) where possible.
    5. If you are using a scanner which has both a USB and a FireWire interface, try using the other interface type where possible.
    6. Restart the computer after connecting the scanner if the Device Manager does not display the scanner under Imaging Devices.
    7. Once you have confirmed that these items appear, move to section "The Epson scanner appears in Device Manager".
    8. If the scanner still fails to appear under Imaging Devices, check if the computer has sufficient support for the USB/FireWire interface. See the following Related Article for help with this step: How to check if your system has sufficient USB/FireWire/SCSI support for Epson scanners and printers

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    The scanner appears in Device Manager




    1. If the scanner is listed in Device Manager this shows that it is detected by the computer and there isn't a problem with the scanner's hardware. Therefore the problem may be caused by the driver installation, or a Windows system issue.
    2. Check the scanner entry for any one of the following error symbols: Question Mark Exclamation Mark / Exclamation Mark with Question Mark red cross

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Install OK - Test the scanner operation:


  1. If the scanner is detected and there are no errors displayed in Device Manager, test the scanner's operation.
  2. Check that there are no error lights displayed on the front of the scanner.
  3. If there are no errors, attempt to scan.

    • For scanners using Epson TWAIN, use a TWAIN-compliant application such as Adobe Photoshop.
    • For scanners using Epson Scan, you can open EPSON Scan from the Desktop shortcut or from the Start menu, and All Programs > EPSON Scan > EPSON Scan.

Scanning OK:


  1. If scanning is possible, this should rule out both a hardware and a communication issue.
  2. If you were experiencing a problem with a specific application, attempt to scan through it again. Only TWAIN-compliant applications can be used to import an image from a scanner.

    • If you cannot scan, refer to section "Scanning Fails" below.
    • If you are unable to use the scanner with EPSON Smart Panel, search the Epson Knowledge Base for a solution.
    • If you can scan the issue is resolved and no further troubleshooting is required.

Scanning Fails:


  1. If scanning fails, this may indicate a software conflict, application issue, or a driver problem.

    Make sure that the Windows Image Acquistion (WIA) service is enabled in Services. You can access this from Start > Run, type services.msc into the Open: field and click OK. Alternatively, open Start > Control Panel > Services. Scroll down the list of services and locate Windows Image Acquisition (WIA); the Status should be Started as in the example below. This is also required to allow the push-button scan feature of some Epson scanners and All-In-Ones.


    If it is 'Stopped', double-click on Windows Image Acquisition (WIA) and click on Start. To ensure it is always started, make sure that the Startup Type is set to Automatic. Click OK to save the setting.


  2. You see a Windows error message:

    If the scan fails with an error message: make an exact note of the error message and when it occurs. Follow any advice given in the error, or search the Epson Knowledge Base for a solution.

    "Cannot properly communicate with the scanner. Make sure the scanner is on, properly connected, and properly set up to scan. If using a SCSI connection, restart your computer."


  3. If you are scanning through an application (e.g. Adobe PhotoShop, EPSON Smart Panel, Microsoft Word), check that the correct scanner description is selected by the application. You will not be able to scan if a different scanner is selected to the one being used.

    • For scanners using Epson TWAIN, make sure that you select EPSON TWAIN. You should not select the scanner model or select an option with the suffix "WIA".
    • For scanners using Epson Scan, make sure that the correct Epson scanner model is selected. Make sure that you have not selected a model with the suffix "WIA".
    • In Smart Panel, make sure that the correct option is selected at the bottom of the window. For scanners using EPSON TWAIN, 'EPSON TWAIN' must be selected. For scanners using EPSON Scan, make sure the scanner model is selected. You can change the option by clicking on the drop-down menu where it is listed.

      Notes Icon Note:

      If you do not have the correct scanner decription, insert the Epson CD-ROM and install the software, or download and install the latest driver from the Epson website.

      Once installed, restart the computer and connect the scanner. Then attempt to scan again. For help with this step, see the following Related Article: How to install a USB or FireWire scanner (Windows and Mac OS X)


  4. Once the above has been checked, try scanning again.
  5. If successful, no further troubleshooting is required. If scanning fails, the next step is to investigate a possible software conflict.

    • For Windows XP, use the System Configuration utility. See the following Related Article for help, and then return to this article after following the guide: Windows XP & Vista: How to use the System Configuration Utility (MSConfig)
    • For Windows 2000, hold down CTRL + ALT + DEL to open the Windows Task Manager. On the Applications tab only, highlight each program in turn and click on End Task. Please note that if you select to 'End Task' your Internet browser, this article will close - you will need to open the article again if further troubleshooting is required. Close Task Manager, and then try to scan again.

  6. If you are still unable to scan, check that the scanner is not being accessed by another program. Close all other applications, if necessary restart the computer, and then attempt to scan again. Failing this, the next step is to uninstall the scanner software using the procedure below.

Uninstall and Reinstall the Scanner Driver:

If you continue to experience problems scanning to your computer, the next step is to uninstall the scanner software and reinstall it using the latest driver from the Epson website.


Uninstall:


  • To uninstall the driver, follow the steps in the following Related Article: How to fully remove an Epson scanner from Windows 2000 & XP

  • Once the software has been removed, make sure you have restarted the computer. Follow the instructions below to download and install the latest driver from the Epson website.

Reinstall:

    Download the latest driver from the Epson Support website.


  1. Select Scanner from the first drop-down menu. Then select your product model and operating system from the other two menus, and then confirm the selection.
  2. On the product support page, click on Drivers and Software. Choose the latest version of EPSON Scan to download (or EPSON TWAIN if Epson Scan is not listed). Make sure that it starts to download.
  3. Once the file has downloaded, click 'Open' on the File Download notification, or double-click the Epson file on the Desktop.
  4. Click on Setup or Unzip. The installer should appear. If you have clicked on an 'Unzip' option and the installer does not appear after the files have been unzipped, you will need to browse to the directory that the files have been unzipped to and run the setup.exe file.
  5. For help on installing the scanner and connecting the scanner, see the following Related Article: How to install a USB or FireWire scanner (Windows and Mac OS X)

      Notes Icon Note:

      Do not power on and connect the scanner or All-In-One until the software installation is complete and the computer has restarted.


  6. Once installed, attempt to use the scanner again. Open Epson Scan from the Desktop or Start > All Programs > EPSON Scan menu. For scanners using EPSON TWAIN, attempt to scan from a TWAIN-compliant application such as EPSON File Manager (EPSON Creativity Suite) or Adobe Photoshop.

If the troubleshooting fails:


If you are experiencing problems, do the following:

  1. If you are trying to use the scanner with an application or EPSON Smart Panel, try using the scanner without an application.

    • Epson Scan can be used without an application. Open EPSON Scan from the Desktop or Start > All Programs > EPSON Scan.
    • For scanners using EPSON TWAIN, try to scan with a different TWAIN-compliant application.

  2. If you can scan, there isn't a problem with the Epson scanner driver. Therefore the problem lies with the application. For EPSON Smart Panel issues, click here to visit the Smart Panel support website.
  3. If scanning fails, test the scanner on a different computer system (Windows, or Mac OS X) where possible. This will help determine where the problem lies.
  4. If you can successfully use the scanner on a different computer, the problem is with the computer. Contact your computer vendor or Microsoft for support.
  5. If you are still unable to scan when using a different computer, you could either take the scanner to a local Epson Express Centre to test the connection or contact Epson for support.

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