What UNC path should I use for Scan to Network?

Use \\HOST\\Share\\Subfolder with a dedicated username and password. Prefer SMB v2/v3 and set appropriate NTLM/Kerberos authentication.

How do I scan on macOS without vendor software?

Use Image Capture/Preview with the ICA device. If missing, re-add the printer as AirPrint or install the vendor ICA plugin.

Which SMTP port should I use for Scan to Email?

Use TLS on 587 or SSL on 465 with mailbox authentication or an app password; avoid port 25 on most networks.

Scanner to PC/Mac not working on MFP — step‑by‑step fix

Q: Why can I print but not scan?

Scanning needs WIA/TWAIN/ICA services and app permissions. Reinstall the vendor suite, enable Scan to Computer, and allow the scanner through the firewall.

Q: ADF skews or stops — what helps?

Clean/replace ADF feed rollers and the separation pad, set guides snug, use proper paper, and lower DPI.

Updated: September 29, 2025 · Answered by Joe B. in 3 mins

Joe B.

Reviewed for technical accuracy

Specialities: Windows 11/10, macOS (Sonoma/Ventura), MFPs, TWAIN/WIA/ICA, SMB/SMTP scanning

“Scan to Computer” / “Scan to Network” not working — HP, Canon, Brother, Epson

Technician

Let’s bring your MFP scanner back. Tell me the brand/model (HP, Canon, Brother, Epson), the feature that fails (Scan to Computer, SMB/Scan to Network, Scan to Email (SMTP), WSD/USB), and whether you’re on Windows 10/11 or macOS. Also, ADF vs flatbed, and any error text (e.g., “cannot connect”, “SMB authentication failed”).

Customer

Windows 11 PC + HP Color LaserJet MFP. “Scan to Computer” stopped working. HP Smart sees the printer, prints fine, but scanning says the computer is not available.

Technician

Got it. “Scan to Computer not available” usually means the WIA/TWAIN service or the HP Scan to Computer background service isn’t running, or Windows Firewall blocks discovery. Fastest path: repair the driver stack, re‑enable background scanning, and test with WIA (Windows) and ICA (Mac) sources.

Customer

What should I try first?

Technician

Windows 10/11 — 5‑minute repair:
1) Services: ensure Windows Image Acquisition (WIA) = Running (Automatic).
2) Open HP Smart → Printer settings → Advanced → Scan to Computer → toggle On and Automatically start.
3) Reinstall HP Full Feature Software or HP Scan Extended (exposes TWAIN/WIA).
4) Firewall: allow HP Network Scanner (private networks).
5) Test in Windows Fax and Scan or NAPS2 using the WIA device.

Customer

That brought back Scan to Computer. We also need “Scan to Network Folder” to a NAS share. It fails with authentication error.

Technician

SMB / Scan to Network (Windows/NAS):
• Create a folder (e.g., \\PC\\Scans or \\NAS\\Scans) and share it with a dedicated user (read/write).
• Use UNC path (not mapped drive).
• Username format: PCNAME\\user or DOMAIN\\user. On NAS use the NAS account.
• Protocol: many MFPs need SMB v2/v3; avoid SMBv1 unless legacy.
• In the MFP web UI: Address Book → SMB → enter server IP/DNS, share, subfolder, credentials. Save & test. If it fails, verify clock sync (Kerberos), and DNS resolves the host.

Customer

We also have Macs on Ventura. Image Capture sees the device but scan fails.

Technician

macOS (Sonoma/Ventura) — ICA fix:
• Remove the printer/scanner queue → re‑add using AirPrint or the vendor package (HP Easy Start, Canon MF, Brother iPrint&Scan, Epson Scan 2).
• In Image Capture/Preview, choose the ICA device (not the old TWAIN plugin).
• Allow access in System Settings → Privacy & Security → Files and Folders / Full Disk Access for the scan app.
• If Wi‑Fi discovery is flaky, add the device by IP (Bonjour/IPP over USB/Ethernet also works).

Customer

Our Canon supports Scan to Email but SMTP tests fail.

Technician

Scan to Email (SMTP): use your mail provider’s SMTP host/port with TLS/SSL and a mailbox username + app password (if MFA). Many ISPs block port 25 — prefer 587/465. Set From Address to the authenticated mailbox. Test from the MFP panel and check spam/DMARC if mail is dropped.

Customer

ADF scans skew or stop mid‑job. Flatbed works.

Technician

ADF not working: clean the ADF feed/pickup rollers and the separation pad with isopropyl alcohol; check paper width guides; set media type to Plain. Try lower DPI (300) and PDF format. If the ADF stalls, a worn roller kit is typical.

Customer

Any differences between WIA/TWAIN/ICA I should care about?

Technician

Driver models: WIA is Windows‑native and works with modern apps; TWAIN is the legacy plug‑in many vendor apps still use; ICA is Apple’s scanning interface for macOS. If a program doesn’t list your device, switch the source (e.g., choose WIA instead of TWAIN) or reinstall the vendor suite.

Customer

Okay, I think we’re good. Can you recap the steps so I can send them to my team?

Technician

Summary: Repair services (WIA/TWAIN/ICA), re‑enable Scan to Computer, configure SMB v2/v3 with correct UNC path & credentials, and verify SMTP for Scan to Email. If ADF misfeeds, clean/replace rollers. Need help mapping your NAS or setting permissions? Open the chat.

Quick answer: the accepted fix

Accepted fix when scanner to PC/Mac not working: reinstall vendor suite (HP Smart/Full Feature, Canon MF Scan Utility, Brother iPrint&Scan, Epson Scan 2), ensure WIA/ICA services run, turn on Scan to Computer, and configure SMB v2/v3 with a proper UNC path, user and permissions. Use ports 587/465 for SMTP.

Scanner stopped after Windows/macOS update

Updates often swap drivers to class/WSD. Remove the device, install the brand’s full package to restore TWAIN/WIA/ICA, then re‑add the scanner. On macOS, prefer AirPrint/ICA or the vendor ICA plugin. Reauthorize Files & Folders and Full Disk Access for the scan app.

How to verify the fix

Do a 1‑page ADF scan to PC via the vendor app, then to an SMB network folder. Confirm file format (PDF/JPEG), destination path, and that the MFP address book uses the same credentials. Finally, test Image Capture (Mac) or Windows Fax and Scan (WIA) to confirm the OS layer works.

MFP scanning — troubleshooting tips

Most scan failures are driver/service issues, bad SMB paths, or firewall/authentication blocks.

Quick path: reinstall vendor suite → enable Scan to Computer → repair WIA/ICA → configure SMB v2/v3 with correct UNC + credentials → test SMTP for Scan to Email. Keep device firmware current and set a DHCP reservation so address book entries don’t break.

Disclaimer: This information is AI-generated and intended for general guidance only. For advice specific to your environment, please consult a verified expert on Whizz-Tech before making decisions.

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FAQ

Why can I print but not scan?

Scanning requires extra services/drivers (WIA/TWAIN/ICA) and app permissions. Reinstall the vendor suite and ensure Scan to Computer is enabled; check firewall rules.

What is the correct SMB path for Scan to Network?

Use a UNC path like \\HOST\\Share\\Subfolder with a dedicated username and password. Prefer SMB v2/v3; set NTLM authentication as your environment requires.

How do I scan on a Mac without vendor software?

Use Image Capture or Preview with the ICA device. If it’s missing, re‑add the printer as AirPrint or install the vendor ICA plugin.

Scan to Email fails — which port should I use?

Most providers require TLS on 587 or SSL on 465 with an authenticated mailbox (app password if MFA). Avoid port 25 on residential ISPs.

ADF jams or skews pages — how to fix?

Clean/replace ADF rollers and the separation pad, set guides snug, use 80–90 g/m² paper, and lower DPI to reduce drag.

Common scanner problems and quick fixes
Symptom	Likely cause	Quick fix
“Scan to Computer not available”	WIA service or vendor agent off	Start WIA, enable Scan to Computer, reinstall vendor suite
SMB/Network scan fails	Bad UNC path/creds; SMB version	Use \\HOST\\Share; set user + SMB v2/v3; check permissions
Mac finds printer, won’t scan	Wrong driver (TWAIN), no ICA	Re‑add with AirPrint/vendor ICA; use Image Capture
Scan to Email error	SMTP auth/port blocked	Use 587/465 TLS/SSL with mailbox auth

Step‑by‑step (Windows 10/11)

Start WIA service; enable Scan to Computer in HP/Canon/Brother/Epson tools.
Reinstall vendor suite to restore TWAIN/WIA.
For Scan to Network, share a folder and test \\HOST\\Share with a dedicated user.
Allow scanner apps through Windows Firewall; test in Windows Fax and Scan.

Step‑by‑step (macOS)

Remove and re‑add the device as AirPrint or with the vendor package.
Scan via Image Capture/Preview using the ICA device.
Grant permissions in Privacy & Security for the scan app; add by IP if discovery fails.

Sources

Filed under: Printers

Joe B.

“Scan to Computer” / “Scan to Network” not working — HP, Canon, Brother, Epson

Quick answer: the accepted fix

Scanner stopped after Windows/macOS update

How to verify the fix

MFP scanning — troubleshooting tips

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Expert will respond in minutes

Save time & money

FAQ

Step‑by‑step (Windows 10/11)

Step‑by‑step (macOS)

Sources

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