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Basic Communication and TWAIN Driver Issues that May Cause 'Scan Was Not Successful' Message |
Document ID:SO6455 |
| Properties |
Problem
Solution
What you may see
You may see a "Scan was not Successful" message displayed on the screen.
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- The printer or scanner is not currently Ready
- USB connection issues
- The printer has lost network connectivity
- The TWAIN (scanner) driver is not installed
- The TWAIN driver is disabled
- The operating system has a TWAIN driver conflict with another TWAIN-compliant device
- The wrong scanner or device is selected from the application
Check to make sure the printer is turned ON and you can print or make a copy from the device.
Otherwise, take necessary action(s) to the eliminate any other warning or maintenance notification messages on the device.
Check Device Manager for the presence of all printer components. Click here for an article that explains this procedure.
The most common causes of communication failure with USB-connected devices and suggestions are as follows:
| Common Causes of Failure | Suggested Actions |
| Cable longer than 10 feet; i.e., a little over 3 meters | Try a 6 foot; i.e., 1.83 meter IEEE-1284 compliant USB 2.0 cable. |
| Defective USB cable | Try a different USB cable. |
| Defective or Unstable USB port | Try a different USB port on your computer. |
| Hardware and operating system USB port conflict | Try a different USB port on the computer and temporarily unplug other USB devices. |
| Port replicators or Docking Stations with add-on USB ports | Plug the printer directly into the laptop or desktop computer. |
| Strange anomalies with certain USB-branded chipsets |
Make sure that your USB host controller device drivers are up-to-date. Note: Contact the computer or motherboard manufacturer vendor for more information. |
Network (wireless) Connectivity
Scanning is not possible if the printer cannot communicate with the computer.
Methods to verify network connectivity between printer and computer
| Method | More information | ||||||
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1. Print a job.
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Click here for further assistance. Also, seek additional support from your operating system vendor. |
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2. Print out the Network Settings Page and observe the STATUS.
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See your printer and router User's Guide. The printer User's Guide is located on the installation CD or via the Lexmark website. Click here for more information on how to obtain your printer's User's Guide. |
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3. Look at the status of the Wi-Fi indicator light or icon. Flashing orange, or on some printer models, an exclamation point (!) on the Wi-Fi icon, could be caused by several factors.
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See your printer and router User's Guide. The printer User's Guide is located on the installation CD or via the Lexmark website. Click here for more information on how to obtain your printer's User's Guide. |
Two methods are available for this purpose.
| Method 1: Device Manager (USB connections) | Method 2: TWAIN_32 Directory | ||||||||||||||
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1. Open Device Manager.
Note: Click here for an article that explains this procedure. |
1. Open Windows Explorer. | ||||||||||||||
| 2. Look for Imaging devices. | 2. Open the Windows directory. | ||||||||||||||
| 3. Click on Imaging devices and verify the presence of your device. | 3. Open the TWAIN_32 directory. | ||||||||||||||
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4. What do you see?
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4. Look for a Lexmark folder and open it. Note: If you do not see another folder bearing your printer's name, then you will have to reinstall the driver software. Click here for a Microsoft™ Windows 7 screen shot that may help you locate the TWAIN driver in Microsoft Windows environments. |
An X over the Imaging device will be seen within device manager.
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To fix this issue, right-click on the device that has the X, and click Enable from the drop-down menu. Conversely, this is the same drop-down menu that allows you to disable the device.
There are two ways to confirm a possible TWAIN driver conflict.
- Open Device Manager and temporarily disable all the devices under Imaging Devices except your Lexmark printer. Try to scan again. For a permanent solution try to uninstall and reinstall the scanner driver from device manager. See TWAIN driver installation detailed above.
- Temporarily remove all folders except Lexmark from the TWAIN_32 directory, and then try to scan again. HINT: For example, you can perform a Cut and Paste into your Desktop directory. Afterwards, you should return these folders back into the Windows > TWAIN_32 directory after you have concluded your test.
NOTE: Please contact Lexmark technical support if you require additional assistance.
Make sure you have the correct device selected via the application's "Select Scanning Device" or "Select Scanner". This is usually found under File in most applications.
Also, verify whether your default printer and the printer selected via the application are the same. NOTE: The Printers and Faxes locations differ slightly between Windows XP, Windows Vista, Windows 7, and Windows 8.
Click here for illustration.
Still Need Help?
Please contact Lexmark Technical Support if you need additional assistance. NOTE: When calling for support, you will be asked for your machine/model type and Serial Number (SN).
Please call from near the printer in case the technician on the phone asks you to perform a task involving the printer.