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Canon Scanner not working when KIS is running [Closed]


Userlevel 1
Hi -

Just installed a new Canon multifunction printer/scanner/copied (TS8250). Latest software installed.

Using it on:

iMac - Mojave
MacBook Pro - Mojave

On the iMac - I can print fine, but I can only Scan if KIS is not running. Both Canon's IJ Scan utility and Apple's Image Capture report they cannot communicate with the scanner if KIS is running. As soon as you quit KIS - Scanner works fine. Interestingly, if KIS is running, even if protection is fully disabled - the scanner does not work. KIS has to be fully quit for the Scanner to work.

MacBook Pro - print and scan's fine (but does not run KIS at all).

Any ideas what the problem could be here and how to fix?

Many thanks in advance for any help!
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Best answer by Flood and Flood's wife 24 August 2019, 09:00

I was able to disable IPv6 via the printer's web interface. Unfortunately, this has not made a difference.



Hello @snaxo,


  • Were steps:

  1. Power off TS8250 - leave it off.
  2. Power off / on Mac.
  3. Make sure KIS is active
  4. Power on TS8250
followed, after changing TS8250, IPv6?


  • & have you checked TS8250, IPv6 setting, since powering printer on?
Please let me know?

Thanks
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22 replies

Userlevel 7
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Welcome. If this issue is not resolved shortly, Please contact Tech Support: https://my.kaspersky.com/support/ and please collect and submit logs: https://support.kaspersky.com/common/macos/10909
Userlevel 7
Badge +9
Just installed Canon multifunction printer/scanner/copied (TS8250). Using it on:
iMac - Mojave, MacBook Pro - Mojave
On iMac - I can print fine, but I can only Scan if KIS is not running. Both Canon's IJ Scan utility and Apple's Image Capture report they cannot communicate with the scanner . As soon as I quit KIS - Scanner works fine. Interestingly, if KIS is running, even if protection is fully disabled - the scanner does not work. KIS has to be fully quit for the Scanner to work. MacBook Pro - print and scan's fine (but does not run KIS at all).

Hello @snaxo,
As well as the advice from @richbuff, please tell us:
(1) KIS (free or licensed? - see below for this question), version? patch(x) x= letter
(2) iMac, Mojave version? release?
(3) How is Canon communicating/attached with/to iMac?
(4) When the Canon Scan fails, is KIS application logging any events? Reports (guide is for KIS20, however, REPORTS feature is identical for KIS18, KIS19 & KIS20)
(5a) If "yes", please export the report, save & upload, using the "upload" icon in your reply?
---
(6) MacBook Pro - print and scan's fine (but does not run KIS at all), please explain this a little more please? Does this mean, KIS is installed and you're unable to activate or ?
  • If KIS is installed and unable to be activated, please provide:
(6a) KIS (free or licensed? - see below for this question), version? patch(x) x= letter
(6b) MacBookPro Mojave version? release?
(6c) How is Canon communicating/attached with/to MacBookPro?
(6d) KL Logs Gather tool for Mac OS (OS X)

Please post back?
Thanks so much.

Kaspersky free has limitations, if we know the software in use we are able to provide more accurate analysis, information and solutions.
Userlevel 1
Thanks Guys, I will submit a support request to technical support soon.

@FLOOD to answer your questions:

1) Licensed 19.0.0.294b.c.d
2) iMac Retina 5k 27-inch, late 2015. Mojave version 10.14.6
3) Communication to Canon is via Wi-Fi
4) No reports logged related to this event
5) N/A
6) KIS not installed - this is a work laptop with an IBM configuration (I work for IBM). The iMac is my personal computer.
6a) as above - no KIS at all, not installed
6b) MacBook Pro (Retina, Mid 2015). Mojave 10.14.6
6c) via Wi-Fi

Many thanks!
Userlevel 1
Tech Support request now submitted with logs attached,
Userlevel 7
Badge +9
Hello @snaxo,
Thank you for replying & the information.
  1. May I know the Canon IJ Scan version please?
  2. If you connect TS8250 direct to Mac, via usb, does the scanner work?
  3. Can you check Canon IJ Scan (application) is in the trusted zone?
  4. When TS8250 was installed, was the Mac powered off/on at any stage during the printer install process?
Please let us know?
Thank you
Userlevel 1
@FLOOD

  1. 3.2.0
  2. I haven't tried to be honest, and trying is tricky at present (sorry)
  3. There was nothing in the trusted zone at all. I added the scanner ip address ( as http://192.168.1.146) - that didn't make a difference (but is that what I'm supposed to do exactly?)
  4. Nope
Thanks! 🙂
Userlevel 7
Badge +9
Hello @snaxo,
Thank you for the feedback🙏🏽.
(1) Is IJ Scan Utility Ver.2.3.5 installed? Caution - For scanning, be sure to install this software (Canon IJ Scan Utility 2).
(2) When you're able, try connecting TS8250 & Mac via usb - testing scanning using IJScan app?
(3) Try adding an exclusion for Canon IJ Scan application - Edit the list of trusted files, folders
(4) If Mac has not been powered off/on, since installing printer, please do so.
(5) Now that TS8250 is installed, you could also try uninstalling KIS and reinstalling - reference documentation - Install and uninstall Kaspersky Internet Security

Please let us know?
Thanks
Userlevel 1
@FLOOD

Thanks again for your help. So to your points:

1) downloaded that - but that's worse - that won't even work when KIS is not running (!)
2) tried USB - did not make any difference
3) ok tried - no difference again
4) It has been, I've powererd it off / on several times now since with no luck
5) tried that. De-installed KIS 2019 and installed KIS 2020 at Tech Support's request. Still no change in behaviour unfortunately.

Situation remains the same. Completely quit KIS - scanning works fine. As soon as KIS is running (even with protection disabled) - iMac has comms errors with the scanner.
Userlevel 7
Badge +9
De-installed KIS 2019, installed KIS 2020 at Tech Support's request. Still no change in behaviour.

Hello @snaxo,
Thank you for the update.
Are the comms errors logged anywhere? Please retrieve that data and an image of the error/s?
Please keep us updated with progress as Tech Support work thru this with you?
Best regards.
Userlevel 1
@Flood - not sure if they are logged anywhere, but here's an example of the error produced by Apple's Image Capture:


and Canon's Scan utility:

Userlevel 7
Badge +9
Hello @snaxo,
  • Does TS8250 have a web interface?
IF "yes":
  1. Check 'Network' or 'Network protocol' tab, switch 'Enable IPv4 only' instead of 'Enable both IPv4 and IPv6.
  2. Power off TS8250 - leave it off.
  3. Power off / on Mac.
  4. Make sure KIS is active
  5. Power on TS8250
  6. Test scanning.
IF "no", check TS8250 - printer settings, follow 1 to 6
Let us know?
Thanks

Reference TS8250 Manual
Userlevel 1
@FLOOD

Ok, I was able to disable IPv6 via the printer's web interface. Unfortunately, this still has not made a difference 😞
Userlevel 7
Badge +9
I was able to disable IPv6 via the printer's web interface. Unfortunately, this has not made a difference.

Hello @snaxo,
  • Were steps:
  1. Power off TS8250 - leave it off.
  2. Power off / on Mac.
  3. Make sure KIS is active
  4. Power on TS8250
followed, after changing TS8250, IPv6?
  • & have you checked TS8250, IPv6 setting, since powering printer on?
Please let me know?
Thanks
Userlevel 1
Hi @FLOOD

Yes I can confirm that I followed those exact steps, and on checking the printer now - IPv6 is indeed disabled.

Many thanks
Userlevel 1
@FLOOD However, I have just rebooted again (the iMac)...and....MAGICALLY ...it seems to now be working!

So - a) let's hope that's fixed it . b) THANK YOU for all your help . c) why do you think IPv6 being enabled caused the issue?
Userlevel 1
Also - I wonder if there is a way to document this in a knowledge base / FAQ in case others experience the same issue?
Userlevel 7
Badge +9
Hello @snaxo,
Firstly, thank you for your absolute commitment to sticking with this and reporting back, I really appreciate your efforts👏🏽🙏🏽!
I'm delighted the issue is fixed😁
Don't forget to tell the Lab it's fixed, IMPORTANTLY, they could document the fix so the Technical Specialists have the information available in their databases.
  • If the issue returns, please let me know asap?!
Thank you, my very best regards and happy scanning!
---
Re: "why does Canon/ TS8250/IPv6 being enabled cause the issue?"
It's a known (Canon) issue, please seek information from Canon Technical Experts.
--
Re: documenting as a Knowledge base / FAQ, I have no control of that "feature" of the Community Portal. That's a MODs domain exclusively.
I once asked a MOD to upload an important FAQ and was roundly told off! Once bitten, twice shy.
Maybe a MOD will read your post and upload the import fix information, or, you could ask a MOD, hopefully, not the same one I asked, otherwise you'll end up feeling🤕
Userlevel 1
@FLOOD

I'm delighted too - thanks again for your help :)

Yes, I'll certainly report back to the lab :)

Oh dear - re: your Mod experience. Not great considering you were obviously trying to help!
Userlevel 7
Badge +9
@snaxo,
I'm truly delighted the issue is fixed, really, really happy😀😄😆.
Please mark your post "answered"
"Oh dear" is one way of putting it, not the words I used at the time😉.
I mentioned it as a "caution", you may receive a completely different response or a MOD may proactively extract the relevant info and create a FAQ...

My very happy regards🙏🏽
Userlevel 1
Likewise! 😃
Userlevel 1
After all that I just marked the wrong response as answer. Doh. Well it kinda links to the response you posted I MEANT to mark. Clearly too early in the morning for me. Can't see a way to undo - meh!
Userlevel 7
Badge +9
"Meh" indeed @snaxo, (I like that word "meh", I'll have to find a place to use it😂), the MOST important thing is the issue is resolved and y☺️u are happy, that's what counts!
Happy scanning and best regards🙏🏽