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Turn the machine off. Look for a locking mechanism right above the area that copies exit out. There is usually a plastic knob that can be set to "lock' or "unlock". Rotate the knob to select "unlock" and this will release the scanner. You will have to look below the top frame and above the paper exit area.
Are you sure it's not "unlock scanner", or similar? There is often a scanner lock located under the document feeder cover, usually on the left side of the contact glass, that you can engage for moving the machine. Check to see if it is locked.
I went through the same thing! It drove me nuts, and I even calls CS, which is great by the way. The sweet girl on the other line couldn't figure it out, but I finally Googled it. In the opening where the printed pages come out, if you put your hand in there, on the top left is a lever. This is the scanner lock. Once you flip the lever and hit the stop/clear button, it should be all better. At least that is what worked for me!
Every Samsung multifunctional device has a scanner lock underneath the glass. This is to prevent scanner damage during shipment. Th user's manual in the CD and the unpacking sheet clearly illustrate where this lock is. If you open the top lid and look to the lower left corner of the glass, you will see a small lock-open/lock-closed symbol. Underneath that symbol you will find the lock. I'm including a small visual reference of a similar model. Just remember to turn off and on the unit after the lock is removed.