Ok it can be either 2 things: The FIRST is if you have not UNLOCKED the scanner lock switch. The scanner lock switch is a switch that keeps the scanner assembly frozen in place so that when you move your scanner from room to room or apartment to house, the scanner wont freely move around the unit causing it to be dammaged.
To unlock the Scanner lock switch just lift your document cover and look for the swtch on the LEFT hand side of the scanner's glass bed.
SECOND: IF the scanner lock swtich is set at UNLOCK, then your scanner assembly is broken and needs to be replaced. You must then send it to Cannon or any Mulitfunction printer repair place.
I hope this helps you :)
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