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6551 cannot scan from pc application

Product Name: WorkCentre 6515
Operating System: Windows 10 x64

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????

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Community Manager
Community Manager

Re: 6551 cannot scan from pc application

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.

Thanks,
CathyO-Xerox
Community Manager

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Re: 6551 cannot scan from pc application

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

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Re: 6551 cannot scan from pc application

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.

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Contributor
Contributor

Re: 6551 cannot scan from pc application

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.

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Re: 6551 cannot scan from pc application

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.