6551 cannot scan from pc application

[DS744]

Hi Alan,

I'm not sure if the problem started immediately after the win 10 update but I had already tried a re-installation of the software but with no success. However as this is obviously a software problem I decided I had nothing to lose by trying something slightly more drastic.

I used the standard windows uninstall to remove the printer and software but the went into the registry and manually removed all traces of Xerox and the printer. I then rebooted my PC and powered the printer off and on and then reinstalled the printer using XeroxSmartStart_1.3.35.0. and selected the option to install the scanner drivers.

This seems to have done the trick and everything is back to normal.

[alan.frth]

Hi DS744,

Did this happen before Windows upgraded to v.1909 or after? If after might try reinstalling the printer software or look for an updated version of it.

[DS744]

Cathy,

unfortunatley having contacted support as requested and being sent around the houses I was eventually put in touch with the UK support  who then sent an invoice for £366 for a proposed on site visit to fix my software problem. This is ridiculous.     

I am an individual, not a business, the printer only cost me £288 in the first place. It is only 18 months old and is working fine as a printer. There is obviously a software problem concerning the scanning. There is nothing mechanically wrong with the scanner as I can use the printer as a straight forward copy machine. I am obviously not going to pay this. 

It seems Xerox does not care about individual customers, just businesses who are prepared to pay for service contracts. This is obviously a software problem, there should be someone who can send advice on this, even if it's a complete removal and re-installation. Xerox may produce good printers but it's customer service for the individual is zero. 

I may as well just buy a cheap stand alone scanner and use the work center as a printer until the ink runs out before purchasing a new MFD. One thing is certain it won't be a Xerox.

[DS744]

Thank you Cathy, I have e-mailed support and if I find a solution I shall post here for others to see.

[CathyO-Xerox]

Hello DS744,

I asked a Product Specialist and they have never heard of the issue you are having and suggested you call into our Support Department to have a representative troubleshoot this issue with you. The contact options for Support are listed HERE.

[DS744]

I have a Workcentre 6515 which until a couple of days ago was working fine. It now refuses to scan anything.

The printer is setup on my home wireless network. I am the sole user. I am using Windows 10 OS version 1909. The printer is using the Xerox Global print driver version 5703.1200 and system software version 65.60.61

If I try to scan into Adobe Acrobat or any other Adobe product I am offered a choice of using Xerox Twain or WIA. If I select Twain (which is what I have been using) it just hangs and then crashes the Adobe programme. If I select the WIA option I get the option box to select colour or B&W etc but no matter what I select, when I press scan it falls over with the message ‘scanning cancelled’.

If I try to use the Windows scanning app, it falls over with the message “There was a paper jam, clear the paper from the scanner and try again”. This is meaningless as there is no paper jam.

I have tried a complete factory reset and re-installed the printer using XeroxSmartStart_1.3.35.0 but the problem persists.

Does anyone have any ideas please????