How to troubleshoot and fix a scanner that won't connect or scan to your PC

Summary

This guide helps you troubleshoot and resolve: How to troubleshoot and fix a scanner that won't connect or scan to your PC. Follow the steps below to fix the issue.

Common Causes

When your scanner refuses to connect or fails to scan, the issue is usually related to cables, drivers, or software settings rather than a faulty device. This guide walks you through the most common causes and fixes for both Windows and macOS, whether you're using a USB cable or scanning over your network.

Quick Fix Steps

Try these steps in order — most scanner problems are resolved within the first few:

1. Confirm the scanner is powered on and has no error lights or messages on its display.
2. Restart the scanner, your computer, and your router (if scanning over the network).
3. Check the USB cable is firmly connected at both ends, or confirm the scanner is on the same Wi-Fi network as your PC.
4. Make sure the scanner appears in your operating system's printer list.
5. Run the built-in Printer troubleshooter on Windows or reset the printing system on macOS.

Detailed Instructions

1. Check the Physical Connection

Loose or damaged cables are one of the most common causes of scanner failures.

• USB scanners: Unplug the cable from both the scanner and the PC, then reconnect it firmly. Try a different USB port, preferably one directly on the computer rather than a hub. If possible, swap in a known-good cable.
• Network or Wi-Fi scanners: Confirm the scanner is connected to the same network as your computer. Many scanners have a network settings menu on their front panel — check that an IP address is assigned and that Wi-Fi is enabled.

2. Confirm the Scanner Is Recognised

Windows 10 or 11:

1. Open Settings > Bluetooth & devices > Printers & scanners.
2. Look for your scanner in the list. If it's there but marked Offline, click it and choose Remove device, then re-add it.
3. If it's not listed, click Add device and let Windows search for it.

macOS:

1. Open System Settings > Printers & Scanners.
2. Look for your scanner in the device list. If it's missing, click Add Printer, Scanner, or Fax… and follow the prompts.

3. Run the Built-in Troubleshooter (Windows)

1. Press Win + I to open Settings.
2. Go to System > Troubleshoot > Other troubleshooters.
3. Find Printer and click Run.
4. When prompted, select your scanner and let Windows attempt to detect and fix the issue.

4. Update or Reinstall the Scanner Driver

Outdated or corrupt drivers frequently cause scanner connection issues.

Windows:

1. Right-click the Start button and choose Device Manager.
2. Expand Imaging devices or Printers.
3. Right-click your scanner and select Update driver > Search automatically for drivers.
4. If that doesn't help, right-click again and choose Uninstall device, then restart your PC. Windows will attempt to reinstall a compatible driver on boot.

macOS:

macOS handles scanner drivers through the Image Capture or Printers & Scanners system. If the scanner is recognised but won't scan:

1. Open System Settings > Printers & Scanners.
2. Select the scanner and click the – button to remove it.
3. Re-add it using Add Printer, Scanner, or Fax….

5. Check the Scanning Application

If you have multiple imaging apps installed, your computer may be trying to send scans to the wrong software.

• Open the scanning application you want to use (such as Windows Scan, Image Capture, Adobe Acrobat, or your manufacturer's app).
• Check its settings or device menu and confirm the correct scanner is selected.
• Test scanning from a different app to rule out application-specific issues.

6. Check Scanner Software and Permissions

• Make sure the scanning application is up to date.
• On macOS, go to System Settings > Privacy & Security and confirm the scanning app has permission to access your files and folders.
• On Windows, close any security or VPN software temporarily to rule out interference.

7. Reset the macOS Printing System

If you're on a Mac and nothing else has worked, resetting the printing system clears out stuck jobs and corrupt preferences.

1. Open System Settings > Printers & Scanners.
2. Right-click (or Ctrl-click) in the device list and choose Reset printing system….
3. Re-add your scanner once the reset completes.

Troubleshooting

Scanner Appears Offline

• Power-cycle the scanner and router.
• Reassign a static IP address to the scanner through its network settings menu.
• Disable any VPN or firewall temporarily to test connectivity.

Scanner Connects but Won't Scan

• Close and reopen the scanning application.
• Test scanning from a different app (for example, try Windows Scan instead of the manufacturer's software, or vice versa).
• Check that the scanner's lid is fully closed and there are no paper jams blocking the scan head.

Network Scanner Not Found

• Confirm both devices are on the same Wi-Fi band — some older scanners only support 2.4 GHz networks.
• Move the scanner closer to the router to rule out signal issues.
• Re-run the manufacturer's setup wizard from a USB connection, then re-enable Wi-Fi on the scanner.

macOS Shows "No Scanners Connected"

• Open Image Capture directly — it sometimes detects scanners that Printers & Scanners misses.
• Ensure the scanner supports AirPrint or macOS-native drivers. Very old scanners may require manufacturer software that is no longer compatible with current macOS versions.

Related Articles

• Printer not printing / offline
• How to install a printer driver
• Wi-Fi connectivity issues
• USB device not recognised

If your scanner still won't connect after following these steps, please open a ticket through our support portal and our team will be happy to help.

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