Scanner initialization or hardware problems

If the scanner does not work after installation or if the scanner has stopped working
correctly, you might see a message on the computer screen that is similar to one of the
following:
•

The scanner could not be initialized.

•

The scanner could not be found.

•

An internal error has occurred.

•

The computer cannot communicate with the scanner.

To fix the problem, check the scanner cables and software as described in the following
sections:

•

Check the USB connection

•

Check that the scanner has power

•

Reset the scanner

•

Test the scanner hardware

•

Scanner has stopped working properly

•

Additional troubleshooting information

Check the USB connection

Check the physical connection to the scanner.

TIP:

Always connect the scanner to the computer through a USB port on the back

of the computer.

•

Use the cable that was included with the scanner. Another USB cable might not be
compatible with the scanner.

•

Ensure that the USB cable is securely connected between the scanner and the
computer. The trident icon on the USB cable faces up when the cable is properly
connected to the scanner.

If the problem persists after verifying the above items, follow these steps:

1.

Do one of the following tasks depending on how the scanner is connected to the
computer:
•

If the USB cable is connected to a USB hub or a docking station for a laptop,
disconnect the USB cable from the USB hub or the docking station, and then
connect the USB cable to a USB port on the back of the computer.

•

If the USB cable is directly connected to the computer, plug it into a different USB
port on the back of the computer.

•

Remove all other USB devices from the computer except for the keyboard and
the mouse.

2.

Press the 

Power

 button to turn off the scanner, wait 30 seconds, and then turn on

the scanner.

3.

Restart the computer.

4.

When the computer is restarted, try using the scanner.

If the scanner works and you changed the way it was connected to the computer in Step
1, the communication problem might involve the USB hub, the docking station, a USB

Scanner initialization or hardware problems

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