Highlighted
Kyleoli
Bronze

AIO 966 Scanning Issues

I received my AIO 966 last week (as well as my Inspiron 1705).  The printer prints fine, but the scanning is driving me nuts.
Problem 1: When I try to scan, operating from the printer itself, it says it is downloading applications and then tells me it cannot. (This happens 75% of the time).
Problem 2: The program called 'Dell All-In-One' center offers no options.  Everything is greyed out under the scanning tab.
 
The troubleshooter is absolutely useless.  I have tried Dell DirectConnect twice and they have been unable to help. 
 
This is my last stop before I send the equipment back.  Can anyone help?
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14 Replies
fireberd
Diamond

Re: AIO 966 Scanning Issues

Did you properly install the unit?  The correct way is to load the installation program and ONLY when the install program tells you, connect the unit to the PC.  If you connect the unit first it will only cause problems or the install will fail.

I am not a Dell Employee

Dell forum member since 2002

Dell Inspiron 15 - 5577 Laptop

Home Built Desktop PC with ASUS Z170, i7 6700K CPU

Windows 10 64 bit Pro and Windows 10 Insider Program Beta Versions. SSD drives.  Studio One 3 Recordng Studio Software.

Dell SE2717HR 27" Monitor

 

Member of Nashville based R.O.P.E.

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Kyleoli
Bronze

Re: AIO 966 Scanning Issues

Thank you for responding.  I did install the printer according to te instructions in the order that you mentioned.  I have done that twice now.  Is there something I am missing, you think?
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fireberd
Diamond

Re: AIO 966 Scanning Issues

The scanner is not being detected.  I would suggest contacting Dell since this is a new system.

I am not a Dell Employee

Dell forum member since 2002

Dell Inspiron 15 - 5577 Laptop

Home Built Desktop PC with ASUS Z170, i7 6700K CPU

Windows 10 64 bit Pro and Windows 10 Insider Program Beta Versions. SSD drives.  Studio One 3 Recordng Studio Software.

Dell SE2717HR 27" Monitor

 

Member of Nashville based R.O.P.E.

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Kyleoli
Bronze

Re: AIO 966 Scanning Issues

Thank you.  Unfortunately, I have contacted them twice.  Both times we did a DirectConnect and neither time worked (in fact, I had to go back and restore because they installed the wrong driver).  I will keep trying on my own or send it back.  Thank you for responding.
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mpodgorski
Bronze

Re: AIO 966 Scanning Issues

 
I have the exact same problem with trying to scan documents through the network on the 966 AIO, using a Dell Inspiron laptop.  I can print fine, but when it comes to network scanning, it's not working.  I can see the PC profiles configured on the scanner, yet all my options are grayed out on the scanning tab of the Dell application.  Also, when I attempt to scan from the AIO itself, and chose a PC profile to send to, it hangs at the point where it downloads the available programs from the PC to scan to.  The troubleshooter is indeed very useless.  This is obviously a problem.  Any ideas anyone?  I'm an MCSE myself, and cannot figure this out.
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Kyleoli
Bronze

Re: AIO 966 Scanning Issues

mpodgorski,
 
It is a bit ocmforting to know that there is someone else out there having the same problem.
 
I ended up reinstalling the software and forgetting about the wireless option.  It is now directly connected with through a USB. I have started the paperwork to send it back in the meantime and am looking for an HP.
 
I hope someone can be of some help on this forum.  Unfortunately, the forum has been as astoundingly unhelpful as all of Dell support has been so far with this problem. Sad too, because a few years ago they were the best; best products, best support, etc.  Not anymore though.  This experience has cost them my loyalty (which doesn't say a whole lot, unless there are thousands of people out there like me).
 
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mpodgorski
Bronze

Re: AIO 966 Scanning Issues

I've spent serveral hours trying to solve this problem, billing the client for something that has not been resolved.  I cannot believe the troubleshooting tools (or lack thereof) that are included in the package.  They must have shipped to meet a deadline, etc.  Very frustrating indeed.  Keep me updated if you make any progress. please .
Martin
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Kyleoli
Bronze

Re: AIO 966 Scanning Issues

Will do.  And you do the same please.  Thanks.
Kyle
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mpodgorski
Bronze

Re: AIO 966 Scanning Issues

Kyle,
 
I think I have found the problem with our setup.  The PC that was affected was an Inspiron 9400, using a Targus ACP50US port replicator, with the network connection plugged into the port replicator, rather than the laptop itself.  After some testing, I have come to the realization that the port replicator itself is the problem, something to do with the network communication.  I unplugged the network cable from the port replicator and plugged it diretly into the laptop, and it worked. I have tested this about 10 time, and it seems consistent.  Let me know if you have anything like this in your environment.
 
Martin
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