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ozzyc36

5 Posts

67270

November 15th, 2007 16:00

Dell AIO printer 924 Scanner problems

Hi
 
Any advice or tips would be greatly appriecated....I have a Dell AIO 924 printer installed on my Dimension 5150c,  It's been working fine and I have previously used it successfully to scan documents, copy or fax them.  However last week  when I tried to scan a document  an error message appeared, which said, 'it could not scan successfully, check the cables, drivers etc'.  This I have done but to no avail.  I  then tried to uninstall the drivers and utlilities and reinstall them using the CD that came with the computer,  but again this has not worked.  I have even tried downloading the drivers from the Dell support site and installing it that way in case there is a problem with the CD, again the same problem has occured and it is still not  possible to scan!
 
Exsparated I have phoned Dell support, who have tried the same tactics - even sending me a replacement new printer, which has not solved the problem.  They have suggested the simplest course of action now, is to simply restore the computer to its original operating system settings.  However, I am really loathe to having to do this as it means having to save all my documents, photos on to disc, etc and then reload them - plus reloading all my CDs back onto my I-tunes.... some 400 CDs ( Which initially took me weeks to do in the first place!!).  Surely there must be an easier way to resolve the problem?
 
Equally, when I ask the support agent what the problem is exactly I get the feeling he doesn't really know either and is simply offering this as a quick fix solution. 
 
Any other ideas or suggestions would be welcomed before I take this rather drastic route.  I am so frustrated as it has never been a problem in the past, and I am sure there must be a way of fixing it.
I only wish I was more IT literate at these things being a complete novice is so annoying.
 
The printer function itself, I should say seems to work fine both if I print a word document or from the internet.  So why wouldn't the scanner be working??  The support agent said this is because it operates on bi directional communication whereas the scanner doesn't??
 
But could I have a virus.. the computer I have noticed does tend to freeze alot more recently with programmes/internet not responding message. Although when I do a virus scan using norton nothing ever comes up.
 
Help please???!!!
Oz
 
Any advice most welcome 
   
 

TMNT-Mikey

1 Message

November 15th, 2007 18:00

I am a slight novice at this myself, but it mat be helpful for those who will be assisting all of us novices if you would post what OS you are using as this can make a big difference. I recently learned my Dell A920 will not scan on a Windows Vista Machine as there are no scanner drivers included with the driver download on the  Dell driver page.

ozzyc36

5 Posts

November 15th, 2007 22:00

Hi there,
 
Thanks for reply, yes I should have said I am using windows XP operating system.  Computer is a couple of years old now so not yet on vista.
Oz

Shaela

25 Posts

November 16th, 2007 19:00

Hi.
 
Aside from scanning from All-in-One Center, another good option here is to scan from Microsoft Paint (mspaint).
 
- click on File -> go to 'From Scanner or Camera'..  a new window will pop up and you can try scanning from there.
 
**if the printer scans successfully, it means that the problem is with the software and not the printer.

goodfriday1

3 Posts

November 20th, 2007 18:00

I would like to know if you were able to resolve this. I am having the same problem. I've replaced the printer driver and that did not work. The printer is working fine. I hesitate to call the 800 number as they are probably just reading a script. Any help you could provide would be appreciated.

ozzyc36

5 Posts

November 20th, 2007 21:00

Thanks for the tip however when I open mspaint and follow your instructions the 'From scanner or camera' option on the file tab is shaded grey so I can not seem to access it - although I seem to be able to draw/paint fine on the pad.
 
Any other suggestions the Dell Agent has phoned me again to suggest simply resetting the computer to the original state when I brought the computer surely this can't be my only option?  Any other suggestions???
 
Thanx
 
Oz 

ozzyc36

5 Posts

November 20th, 2007 22:00

Sadly have still not been able to solve this problem although the Dell Agent has again phoned me to suggest resetting the computer to its original state, which I am still loathe to do.  It's so annoying as I have previously used the scanner sometime ago now and it worked then.  The alterntive he suggested is doing a system restore back to a time when I know it was working - the down side of this is... I would loose any thing I have downloaded like CDs or itunes if these were created or done at a later stage from the restore point - so again not much help there.
 
I tried to suggest purchasing a different printer with scanner (drastic I know but I am at that point!!) and installing this as new, but he said it still wouldn't work - although I didn't understand the reason got a bit technical for me.
 
Finally he did say I could contact the Technical support but they would charge for their service and he seemed to think they would not be able to fix the problem either.  Being such a novice I really don't understand - especially since I still don't seem to know what is causing the problem.  That he hasn't explained to me or not clearly enough so I understand.
 
Any suggestions still greatly appreciated - otherwise don't know what to do.  Seems the whole computer is corrupted in some way???
 
Anyway, don't know if that really helps you - but if I do find out anything else I'll let you know.  Have you tried the suggestion above using mspaint - didn't work for me, but you could try it?  Let me know how you get on!
 
Can only share in your frustration and misery.
 
Oz
 
 

goodfriday1

3 Posts

November 20th, 2007 23:00

Thanks for letting me know. I think I'll try an email to customer service.

Shaela

25 Posts

November 22nd, 2007 18:00

- as for that shaded part.. it means that the driver for the scanner is not successfully installed.
 
You can also try reinstalling the scanner driver only.
 
go to Control Panel -> (on classic view) Scanners and Cameras -> add an imaging device (a new window will pop up).. (you can use your printer cd for this)
 
on the new window, click next.. then select 'Have Disk'
 
**it will ask you for the folder/location of the installer file (.inf) :
- (open the drive for your cd/dvd where it says Dell 924) -> drivers folder -> Scan folder.. and it will give you a specific file for the scanner.. then click ok.. and proceed with the next.. (it will start copying the files) then click 'Finish'
 
**then try going to mspaint again and scan..
 
well, as far as I know, dell has their dellconnect so basically, the agent can do all of these.. and resetting your computer to defaults is the last option/resort but not necessarily the solution.
 
==========
 
side note: as for system restore, it won't delete your music files, or any files, only computer settings and programs are changed. if you'd notice, there's a note there before you proceed with the restoration process informing you that you won't lose your data/files (pictures, music files, word docs, etc..)


Message Edited by Shaela on 11-22-2007 02:56 PM

goodfriday1

3 Posts

November 22nd, 2007 19:00

Shaela, you are the bomb!!! I tried your suggestion and it worked! Thanks so much. My only other suggestion is just a reminder to turn off the computer and turn off the printer and detach from the power source. After you power back up, you should be set.
 
Thanks again.

Shaela

25 Posts

November 24th, 2007 16:00

@goodfriday1
- no prob :smileywink:
 
**i wonder if ozzyc36 was able to solve his, though.. :smileyindifferent: 

ozzyc36

5 Posts

November 25th, 2007 12:00

Hi  Shaela
 
 
Thank you for your e-mail and possible solution (sorry it has taken me a few days to respond!)
Sadly it didn't work for me.  Followed your instructions- can get as far as identifying the specific file for the scanner (DLCCscxp) but when I then click okay to open it just takes me back to 'insert manufactures disk, and select drive'.  If  I simply select 'next'  as opposed to 'have disc' when asked the manufacturing model of device in the panel (Which incidentially does show up correctly as Dell AIO 924) asks me to connect my device to the computer and select port from available list below - but none are listed.
 
I have tried it several times now and it does exactly the same thing so I just go round in a circle? 

Shaela

25 Posts

November 25th, 2007 19:00

oh.. :smileysad:
 
**i've tried checking the scan files for 924 and it was dlccscan.inf
 
**i'll try to have a step-by-step picture guide for this..
 
=======
 
**edit:
 
yup, you're correct with the file name.. the file in red was actually for windows vista (oops.. sorry.)
 
well, as far as i know, you can also install the printer using vista driver (though you're on winXP, this is also compatible with your computer. another good thing is, since they've just released this for vista, most of the items/files are updated as well)
 
you can try uninstalling the XP driver for 924 and reinstall it using vista driver..  (i've also tried it, worked for me)


Message Edited by Shaela on 11-25-2007 03:14 PM

olewinel

15 Posts

October 8th, 2008 18:00

If anyone has found a solution for this porblem I would appreciate knowing how to fix it.  I have tried uninstalling and reinstalling so many times.  It has scanned find all this time and now will not let me scan.  I have Windows Vista, Home Edition.  I hestiate  to call Dell since they do not seem to be very helpful when your equipment is out of warranty.  Lately every time I install a new cartridge, I have to reinstall my print before it will recognize the new ink.

PudgyOne

11 Legend

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30.3K Posts

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106.6K Points

October 8th, 2008 19:00

 

If you have the printer disk, double click my computer. Go to the drive with the Dellxxx disk and right click on it, left click explore. Go to the OCR folder and double click on it. Go to setup.exe and double click on it. This will install the OCR Program.

 

 

Or


Try this FREE OCR Program.

olewinel

15 Posts

October 9th, 2008 12:00

It installed, but still will not scan.  Get message to make sure power is on, connect USB cable and power cord.  Did all that and restarted computer, but still get the same message.

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