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Hi Gwen. I'm Greg, 10 years awarded Windows MVP, here to help you.
Run the printer maintenance. Make sure the printer's firmware is updated.
Run the Printer Troubleshooter at Settings > Update & Security > Troubleshoot. > Additional Troubleshooters.
If nothing else works then I would Clean Install the printer which almost always works, lasts longer and actually saves time. Windows still needs the full feature software to properly run all the features of a printer/scanner, just a driver and/or the new apps are not mature enough to be fully reliable.
Follow these steps:
- Power up the printer, if wired unplug it's USB cable from PC.
- Go to Settings>Apps>Apps and Features to find and Uninstall any printer software.
- Use one of these methods to remove all of the old printer drivers:
https://www.tenforums.com/tutorials/101274-unin...
If you receive an error that printer driver is in use, try these steps: https://techjourney.net/failure-unable-to-delet...
- Now type Control Panel in Start Search, open CP, choose Icon View. In Control Panel open Devices and Printers, right click printer to delete Printer and any scanner or fax of the same name. Restart PC.
- Go to the printer model’s Support Downloads webpage to download and install the latest full software package. Now is also the time to check for any newer printer firmware to install which matters a lot.
- Extract Printer software, right click Setup file to Run as Administrator. Follow the setup screens closely as you install the software. For USB it should prompt when to plug in the printer.
Older software may need to be installed in Compatibility Mode to run correctly:
https://www.windowscentral.com/how-install-non-...
https://www.windowscentral.com/how-install-olde...
If you have further problems reply back with results of each step.
Once it's installed and you've run a test print, then scanned it to see that it opens on the desktop, open the Printer software and go into its Settings to set the scan-to file location you prefer, also the email app you want opened for Scan to Email, if applicable.
Feel free to ask back any questions. Based on the results you post back I may have other suggestions if necessary.
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