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The actual person I spoke to was very friendly and seemed to be helpful, but in the end the problem is not solved.
This is partly for my own reference:
My Canon MX410 printer/copier/scanner/fax machine hasn't been able to scan since I upgraded this Mac operating system to 10.9 Mavericks. I ETAreinstalled the drivers, and then tried the Canon Website for basic troubleshooting documents, without success. I don't scan much, so I ignored the problem for a while after that. Last week, we poked at the machine and found its serial number, which they wanted for email tech support.
A couple of back-and-forths, including me sending them the long crash dump it produces every time I try to scan (or even open the scanner application on the desktop) and Canon told me I needed telephone tech support, which is available Monday-Friday only. I didn't feel up to dealing with it yesterday, and was additionally annoyed by an email sent at 3 a.m. today asking me to rate the tech support on an open/unfinished call.
I called today after lunch, and followed the tech support guy's instructions to go to Disk Utilities/First Aid and repair disk permissions. That looked promising because it found and fixed a few things, including a couple that looked printer-related (also things to do with Safari and other applications). Then he had me restart the machine and create a new virtual printer, and remove the old ones.
The scanner failed in the exact same way. This is the point where he asked me if there was any useful information in the crash report, and I told him "I'll read it to you until you get bored." Fifteen or 20 lines later, he asked to put me on hold while he "consult[ed] some resources."
He came back and told me to create a new admin user, in case there was something weird about my user account. I did that, tried again (once I'd sat through OSX wanting me to log in with my Apple ID, set up iPhoto, that sort of crap), and got the same problem.
Conclusion from Canon tech support: there is nothing they can do here, and I should talk to Apple. I suspect Apple is going to want money for the call, and I'm not sure it's worth it: I still have a working copier and printer (mostly I use it as a printer), and if I really want a scan of my passport I can take it to the neighborhood FedEx or UPS store.
Before referring me to Apple, the Canon tech asked what version of the OS I had upgraded from. I wasn't sure (I think it was 10.6.8), but I'm not sure that's relevant to anything. If anyone has any practical suggestions, or experience on talking to Apple tech support, by all means tell me.
This is partly for my own reference:
My Canon MX410 printer/copier/scanner/fax machine hasn't been able to scan since I upgraded this Mac operating system to 10.9 Mavericks. I ETAreinstalled the drivers, and then tried the Canon Website for basic troubleshooting documents, without success. I don't scan much, so I ignored the problem for a while after that. Last week, we poked at the machine and found its serial number, which they wanted for email tech support.
A couple of back-and-forths, including me sending them the long crash dump it produces every time I try to scan (or even open the scanner application on the desktop) and Canon told me I needed telephone tech support, which is available Monday-Friday only. I didn't feel up to dealing with it yesterday, and was additionally annoyed by an email sent at 3 a.m. today asking me to rate the tech support on an open/unfinished call.
I called today after lunch, and followed the tech support guy's instructions to go to Disk Utilities/First Aid and repair disk permissions. That looked promising because it found and fixed a few things, including a couple that looked printer-related (also things to do with Safari and other applications). Then he had me restart the machine and create a new virtual printer, and remove the old ones.
The scanner failed in the exact same way. This is the point where he asked me if there was any useful information in the crash report, and I told him "I'll read it to you until you get bored." Fifteen or 20 lines later, he asked to put me on hold while he "consult[ed] some resources."
He came back and told me to create a new admin user, in case there was something weird about my user account. I did that, tried again (once I'd sat through OSX wanting me to log in with my Apple ID, set up iPhoto, that sort of crap), and got the same problem.
Conclusion from Canon tech support: there is nothing they can do here, and I should talk to Apple. I suspect Apple is going to want money for the call, and I'm not sure it's worth it: I still have a working copier and printer (mostly I use it as a printer), and if I really want a scan of my passport I can take it to the neighborhood FedEx or UPS store.
Before referring me to Apple, the Canon tech asked what version of the OS I had upgraded from. I wasn't sure (I think it was 10.6.8), but I'm not sure that's relevant to anything. If anyone has any practical suggestions, or experience on talking to Apple tech support, by all means tell me.
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Btw, yes, if your Mac is not currently under AppleCare, then you'd need to pay a minimal fee for a phone consult.
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