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AndySyms
Advocate
‎15-11-2022 11:52

Won't scan over wifi

Just moved from Virgin to Now. I have a Kyocera printer/scanner with a WiFi interface. It worked fine with the Virgin router but with the Now 2 router it will print but not scan. The scanning software says there is a connection problem. Do I need to configure the router somehow?

0
4 Replies
RoyB
Legend
‎15-11-2022 12:15

@AndySyms 

The usual culprit is Broadband Buddy, which has some peculiar ideas about what is suitable for what age group.

So make sure at least that it is set to 18, not 13, and perhaps turn it off altogether, then see if scanning is now permitted.

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
If you take an offer that comes with a ‘free trial’ of Boost or another Membership, Cancel them straight away. You will still get the full duration of the trial, and if you decide you do want to continue with one or another of the trial products, just revisit the Cancel, and UnCancel it.
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AndySyms
Advocate
‎16-11-2022 10:39

In response to RoyB

I've disabled Broadband Buddy but it has had no effect.

I don't think that that is where the problem is as this is purely a local operation over the local network via the router.

I have also disabled 'adult' site blocking on the router.

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RoyB
Legend
‎16-11-2022 15:03

In response to AndySyms

@AndySyms 

All good things to try, anyway. Where is what you are trying to scan - a document on the scanner that you are trying to import to a PC or laptop on your network, as you have done before through the Virgin router without any issues?

What software are you using, and is the protocol Twain, or something else? You might like to try with an alternative protocol if you have one.

I like the free Windows program NAPS2 for scanning; it may be worth seeing if this will work for you.

Failing that, I would contact Kyocera support, see if they can shed any light on what the issue might be.

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
If you take an offer that comes with a ‘free trial’ of Boost or another Membership, Cancel them straight away. You will still get the full duration of the trial, and if you decide you do want to continue with one or another of the trial products, just revisit the Cancel, and UnCancel it.
0
AndySyms
Advocate
‎20-11-2022 16:45

In response to RoyB

Hi Roy

My printer/scanner connects to the router over wifi. My PC is hard wired to the router. I'm trying to scan from the scanner to a pdf on the PC using the Kyocera supplied software (Windows 10). Printing works fine but since changing to the Now router scanning fails.

Failure message is "Connection problem. Check your device connection, the MFP panel status and the user authentication login."

I have downloaded NAPS2 which demonstrates the exact same behaviour.

However the plot thickens. I have downloaded the Kyocera software to my Android tablet and I can successfully scan to it across the wifi network.

Looks like it may be a Windows issue.