Thank you for your feedback



Basic Communication and TWAIN Driver Issues that May Cause 'Scan Was Not Successful' Message

Document ID:SO6455
 
  Properties  

Problem

Question mark over imaging device; Exclamation mark over imaging device; Multiple TWAIN drivers; Cannot scan; Unable to scan; Scan was not successful;

Solution

What you may see


You may see a "Scan was not Successful" message displayed on the screen.

 

Common causes
 

  1. The printer or scanner is not currently Ready
  2. USB connection issues
  3. The printer has lost network connectivity 
  4. The TWAIN (scanner) driver is not installed
  5. The TWAIN driver is disabled
  6. The operating system has a TWAIN driver conflict with another TWAIN-compliant device
  7. The wrong scanner or device is selected from the application

 

Printer not Ready


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.

 

Back to top


USB Connection Issues  
 

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.

 

Back to top


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

 1. Print a job.

  • Incorrect default printer
  • Printer paused via the print queue
  • Incorrect printer port selected under Properties > Ports
  • Locked operating system print spooler
  • Stuck print job in print queue
  • Printer offline

Click here for further assistance. Also, seek additional support from your operating system vendor.

 2. Print out the Network Settings Page and observe the STATUS.

If "STATUS" displays... Then...
"CONNECTED"

Open the printer's web page.

For example, http://192.168.0.6, where the number value is printer's IP address.

Note: This number will be unique to your printer. Look under TCP next to Address on your settings page.

Alternative communication test: Ping test

"NOT CONNECTED"

Rejoin your printer to your (network) router.

Common methods:

  • Router-side Wi-Fi Protected Setup (WPS) feature
  • Printer-side activation of WPS from the printer's Wireless Menu/Setup options; Push button control (PBC) is most common.
  • Printer Wireless Setup Utility*(WSU or WSA – Macintosh)

*You will need a USB cable and your wireless security key or passphrase.

Important! Make sure other wireless devices are communicating with your router. Contact your router manufacturer for additional assistance.

 

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.

 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.

  • Radio interference
  • Obstructions greatly impacting radio transmit strength
  • Distance limitations
  • Your router was reset
  • A incompatible router setting change:
    • Proprietary non-standard speed setting on the router
    • 5Ghz only operation set on the router
    • A new or different security mode (encryption type)
    • A new security key or passphrase
  • A new router was purchased
  • A warranty-replacement router or access point
  • Damaged router antenna(s)
  • Loose or missing router antenna
  • Changed router placement
  • Changed printer placement
     
Important! If the printer or router has been turned OFF for an extended period of time, it may take a moment before the printer re-establishes a wireless connection with the computer.

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.

 

Back to top


TWAIN Driver not Installed


Two methods are available for this purpose.

Method 1: Device Manager (USB connections) Method 2: TWAIN_32 Directory

1. Open Device Manager.

Click Image to Enlarge

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.

4. What do you see?

If... Then... To do this... Illustration
You see a exclamation point over the printer... The TWAIN driver needs to be installed...
  1. Right-click on the unrecognized device.
  2. Select Update driver.
  3. Select Yes, this time only or Search Automatically...
  4. If Windows is unable to install the driver, it probably cannot find the driver .inf file; it will be easier to reinstall the driver.
     

Note: If you choose to reinstall the software, and you are able to print, then select the secondary PC installation option because it is faster.

Click here for Windows XP screenshot.

Note: Windows Vista, Windows 7, and Windows 8 procedures are very similar.

You see a question mark with Other devices... The TWAIN  driver needs to be installed...
You do not see imaging devices or other devices in Device Manager... There is a problem with your USB connection, the printer, or the USB host controller on the computer. See USB connection issues above. Not available

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.

 

Back to top


TWAIN Driver Disabled


An X over the Imaging device will be seen within device manager.

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.

 

Back to top


TWAIN Driver Conflict


There are two ways to confirm a possible TWAIN driver conflict.

  1. 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.
     
  2. 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.

 

Back to top


Wrong Printer Selected


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.

 

Back to top


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.

 



Link:
Please enter the email address you would like to send a copy of this page to.