Epson V500 Photo scanner error "can't communicate. . . ."

Question

Epson V500 Photo scanner error "can't communicate. . . ."

I've tried everything I've seen, here and everywhere I've looked at online (yes, including trying a different USB cable, disconnecting everything for a while and putting it back in, and more) to learn how to get my Epson Perfection V500 scanner to stop giving me the message about my MacBook Pro (with Retina Display) being unable to connect with the scanner. It used to happen, but rarely, through several versions of the Mac OS, including when I still used Sierra, but since I've gone to Mojave (which has given me many other serious problems), I get the message all the time along with the flashing orange light, which comes on after clicking on "Epson Scan."

I've talked at considerable length and twice with Epson Support (they are pathetic though very pleasant), and they have finally concluded that something is wrong with the scanner, even though it goes on beautifully, and the green light that stays on until I click on Epson Scan seems to indicate that the connection with the wall socket is fine. They suggested that I get a new scanner, but if there is anything else that I can try (they only suggested the basic things that a user can find everywhere), I want to do that. I know that you all can't address issues with the scanner itself, but can you think of any way that the Mac itself, or the OS software might be affecting what is happening? Should I try to go back to Sierra, for example? I have to call Apple, in the hope of undoing the multiple weird problems I've had with Mojave, but I'm hoping not to have to go that route, but can just reinstall it. Might the problem have to do with something else about my computer?

I really don't want to have to buy a new scanner, if I don't have to. This same problem seems not to be unusual with quite a few older scanner models, and I don't know that the newer ones would work with my current computer. Besides, I'm not ready to get a new computer, so if I can just deal with the issue of the error message now, I'll be very grateful.

I hope I'm making myself clear. If you have any ideas other than Epson's – that the scanner is not working as it should – whether about Mojave or any other Apple issue, I would appreciate your input.

Thank you so much.

MacBook Pro 13″

Posted on Jun 17, 2020 11:24 AM

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Answer 1

Jul 1, 2020 9:00 AM in response to VikingOSX

Thanks! I'll try all that when I have some more time. Lots of turmoil and trouble, right now, including a death. I'll get back to you, if I can, to tell you whether anything worked for getting the scanner and MacBook to connect.

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Answer 2

Jun 17, 2020 12:41 PM in response to jennywren1420

You might have a bad cable, an internal scanner issue, or an out of date Epson scanner driver. The most recent scanner driver released by Epson was in early Oct 2019 and specifically for use with Apple's Image Capture. Before that, the scanner driver and Epson Scan Utility were released in 2015. The last actual scanner driver released for the V500 was in 2016, and four years of macOS updates without Epson commitment to driver updates is telling.

To use this scanner with VueScan, it requires that proper Epson scanner drivers are already installed.

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Answer 3

Jun 17, 2020 1:22 PM in response to VikingOSX

Thank you, but I tried a different cable, and even another computer, and the Epson scanner software for V500 Photo is the latest, which Epson recommends it for Mojave and that scanner model, very specifically. I downloaded it very recently from Epson's Website and even installed it again today.

I don't know about VueScan or Image Capture, but I can't see any reason that I should have to use anything except the Epson Scan app, which is what Epson had me do, over and over, when I talked with them (four different people, including two at Epson's highest level of expertise.

I'll be glad to look into Image Capture and VueScan, if you think that will help. I may also have to untangle the knots that Mojave got me into when it was installed. The installation wasn't at all straightforward, even with the assistance of someone from Apple (the App Store refused for me to do it the usual way). I'm thinking that something is really wrong about that, so maybe when that is straightened out, the Epson matter also will be resolved.

Thank you for the suggestion and your time.

Jenny

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Answer 4

Jun 17, 2020 2:55 PM in response to jennywren1420

As I mentioned, the last real scanner driver (not for image capture) that Epson released for this scanner was back in 2016. The last version of Scan Utility that they show released was in 2015, and how they can indicate that it is compatible with Mojave is questionable at best. Epson released an Easy Photo Scan utility in August 2019, that they show compatible with Catalina, Mojave, etc which is in the Utilities section of this link.

I would install the Epson ICA Scanner driver for Image Capture, and use that. Image Capture is in your Applications folder.

VueScan is off the table until such time that you have a working scanner with a functional Canon driver solution.

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Epson V500 Photo scanner error "can't communicate. . . ."

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