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Troubleshooting

Q1 What do I do when imported Excel images become skewed?
A1 Depending on the size of the Excel sheet, 1 sheet may spread across 2 pages.
Go to the [Page Insertion] tab - [Conversion of unsupported file formats...] in [Viewer Settings], change [Page Resolution] to 400 dpi and check the image again. If the problem is not solved, open the file in Excel, go to [File] - [Print] and select "Raku2 ImageWriter" for printer name and click the [Print Preview] button.
Configure the settings for margins and reduce the page size so that it fits into 1 page. Then execute [Print] and either import the file directly into Rack2-Filer, or perform [Insert from File...] in Rack2-Viewer after saving and closing in Excel.

(Note)
When you import files from [Print] in Excel, the original file (digital data) will not be attached.
Q2 Why are text extraction results different before and after importing?
A2 The reason is that performance and character recognition ratios differ for digital files (Word etc.) that have been imported with "Automatically create key text blocks for inserted pages (by OCR / extraction)" and cases where text extraction is performed as text is imported from ScanSnap ("Convert to Searchable PDF" or "Searchable PDF(OCRs during scan)" marked) and the text extraction is performed after the data has been imported. However, extracting performance and character recognition ratios remain basically the same when processing scanner created data.
Q3 A message saying "After selecting (or starting) the target binder (Rack2-Viewer) at the destination, click the OK button" appears when I am scanning documents and a Rack2-Filer binder is open. What should I do?
A3 This message is displayed when either "Continue scanning" or "Show scanning results" is displayed in Windows while scanning.
Correct this issue by disabling any of the following items if they have been checked:

(Note)
  • "Show scanning results" (right-click on ScanSnap Manager)
  • "Continue scanning after current scan is finished" ([Scanning] tab in ScanSnap Manager settings)
  • "Rename file after scanning" ([Save] tab in ScanSnap Manager settings)
    (These options are either grayed out or disabled in Rack2-Filer V3.0 or later when Rack2-Filer is selected in [Application] tab)
Q4 A message stating "Program could not continue to process operation. Uninstall Rack2-Viewer, restart your computer, and install Rack2-Viewer again" appears when I try to modify and save electronic data files and I cannot modify the data file in question. What should I do?
A4 Since this is likely caused by a Raku2 ImageWriter error, uninstall Rack2-Filer from [Add and Remove Programs] and reinstall it.
Q5 A message stating "Program could not access LibRoot Folder. Please review LibRoot Folder setting and check its attributes." appears in [Viewer Settings] and I cannot complete the configuration. What should I do?
A5 There may be an incorrect folder linkage specification in Rack2-Filer's [Viewer Settings]. Use Explorer or another means to check to see whether or not the specified folder exists. Remove the folder linkage and reconfirm operations in cases where the linkage specifies a non-existent folder.
Q6 An error message stating "Specifying multiple files is not supported" appears on my screen. What should I do? (This issue does not affect ScanSnap scanners)
A6 This error message is displayed when "Generate one PDF file per xx page(s)" is enabled in ScanSnap Manager settings ([File Option] tab - [Option]). Place a check in the "multipage PDF (whole batch in one PDF)" instead, and try scanning once again.
Q7 Highlighted areas occasionally spread out onto the next page and then disappear when using Rack2-Viewer in 2-page mode.
A7 Computer related issues (i.e. Display driver) occasionally cause highlighted areas to spread beyond an image's boarder. This issue can be prevented by ensuring that all highlighted areas remain within the limits of a single page.
Q8 Why do "sticky notes" occasionally move beyond the area of displayed pages when Rack2-Viewer is in 2-page mode?
A8 Computer related issues (i.e. Display driver) occasionally result in sticky notes being displayed in areas beyond the displayed page(s). You can avoid this from happening by ensuring that a portion of each sticky note touches the displayed page area.
Q9 Even if I have run OCR, no key text block is created and pages cannot be searched.
A9 The cause may be one of the following. Check the contents.
  1. If the image resolution is low, OCR may not be successful.
    - Rescan with an image resolution of 150dpi to 600dpi (200dpi to 300dpi is recommended).
    • For scanning with a TWAIN supported scanner
      Set the image resolution on the setting screen for each scanner as 150dpi to 600dpi (200dpi to 300dpi is recommended).
    • For importing an image format file
      Re-import with an image resolution of 150dpi to 600dpi (200dpi to 300dpi is recommended).
    • For importing a file other than an image file
      Select 200dpi or higher in the [Page Resolution] list in the [Page Insertion] tab on the [Rack2-Viewer Settings] window.
  2. When importing an Office file in an Office 2010 or Office 2007 environment, slanting characters will not be recognized.
    - Manually input the characters in the [Key Text Block] dialog box.
    In this case, search results cannot be highlighted.

    (Note)
    The [Key Text Block] dialog box can be opened by right-clicking on a page in the Rack2-Viewer window that contains slanting characters, and selecting [Edit Key Text Block].
Q10 When a PowerPoint file is imported, the [Creating image data from source file. Please wait.] dialog box appears, and the import process may not finish.
A10 For a password-protected PowerPoint file, a password input dialog box may appear behind the window. Perform the following to display the password input dialog box in the foreground window and enter the password.
  1. Press and hold the Alt key on the keyboard and then press the Tab key to switch the window display, and select the PowerPoint icon.
  2. Enter the password in the displayed PowerPoint password input dialog box.
Q11 When trying to import a source file, [Program encountered error while reading or inputting files. Check file contents and amount of free disk space, and try again.] appears.
A11 The cause may be one of the following. Check the contents.
  1. There may be a problem with the file you are trying to import. Check the following points.
    • Can you access the file?
    • Is the file open in another application?
    • Is the file size 0?
    • Does the length of the file path exceed the maximum (256 characters)?
    - If there is no problem with the above check items but the file cannot be imported, try importing another file to check if import process works correctly.
  2. The file may be of an image format that cannot be imported. Currently, the following formats cannot be imported.
    • 32bit color PNG (Portable Network Graphics format)
    • Unsupported compression format TIFF (ZIP compression format, LZW compression format (for V4.0 or earlier))
    - Import as a different format.
  3. There may not be enough free memory to perform the operation if the size (resolution) of the image data to be imported is too large.
    - Reduce the resolution or size of the image to be imported (document size), and re-import.
  4. If there is no problem with the above items, but import of some PDF files cause an error, check whether Adobe® Acrobat® or Adobe® Reader® is installed.
    - In Adobe® Acrobat® or Adobe® Reader®, try [Repair Acrobat Installation] from the [Help] menu and try reinstallation.
Q12 Problems arising from use in an environment with antivirus software installed.
A12 When using Rack2-Filer in an environment in which antivirus software is installed or running, communication or operation may be blocked according to the firewall or monitoring function, and normal operation may not be possible.

Communication or operation may be blocked for the following operations:
  • Installation, online update
  • User registration
  • When clicking on a hyperlink set in a binder to go to the hyperlink destination
  • When trying to export a binder, etc

- Refer to the manual or homepage for the antivirus software, and change the settings to allow external connection and operation of this product not to block communication and operation.
Q13 An extra blank space may appear around pictures or documents imported into a Rack2-Filer binder. Also, the content may shrink after importing.
A13

An extra blank space may appear in the data of an imported picture or document that is not a common size, such as a PDF file from scanned pictures or a PDF file trimmed with ScanSnap Organizer. To prevent this situation, import the data after converting it to an image file such as JPEG and TIFF files.

[Reference] How to convert PDF file to JPEG or TIFF image files with ScanSnap Organizer

  1. Launch ScanSnap Organizer.


  2. Select the PDF file you want to covert to an image file and click [Scan to Picture Folder] under the "Actions" tab.


    (Note)
    To convert a PDF file, you can simply drag and drop it into the "Scan to Picture Folder" under the "Actions" tab in lower left panel of the Organizer window .


  3. Specify a file name and destination folder and click [Save].


  4. After saving the file, import it to the Rack2-Filer binder.
Q14 My computer fails to connect to an iPad/iPhone/iPod touch device.
A14

The following are possible causes of this issue:


Rack2 Mobile Link is blocked by Windows Firewall.

Change the setting of your security software (if any) and Windows Firewall to unblock Rack2 Mobile Link. For further details refer to chapter 8 "Exporting to a Cloud Service/Mobile Device" in the Rack2-Filer Users Guide.


The computer port number is used by another application.

Specify port number that is not in use on your computer and the mobile device.

Port number (Computer)

  1. Check the port number specified in the "Rack2 Mobile Link - Basic" dialog box of Rack2 Mobile Link, which is installed in the computer.


  2. If the port number is in use, change the port number.

Port number (Mobile device)

Follow these steps to check and change the mobile device port number.


  1. Tap the Settings icon on the mobile device.

  2. Tap [ScanSnap] from the application list; the setting screen for ScanSnap Connect Application appears.


  3. If the port number is in use, change the port number.

(Note)

  • Make sure to specify the same port number on the computer and mobile device.
  • You can enter a value from 49152 to 65535 for the port number.

Rack2 Mobile Link application is not running on the computer.

Check if the Rack2 Mobile Link icon appears in the taskbar.


If the icon does not appear in the taskbar, launch Rack2 Mobile Link application.



ScanSnap Connect Application is not running on the mobile device.

Launch ScanSnap Connect Application to wirelessly sync the mobile device to the computer.


The "Rack2 Mobile Link - Basic" dialog box is open.

You cannot connect from a mobile device while the "Rack2 Mobile Link - Basic" dialog box is open. Close the dialog box first and then connect from the mobile device.



The computer is connected to the mobile device under another user.

Log in to the user who is connected to the mobile device and end their connection. After that, log in with your information and sync the computer to the mobile device.


Another iPad/iPhone/iPod touch device is currently connected to the computer.

Only one mobile device can sync to the computer at a time. Terminate the connection of the other mobile device and then sync the mobile device with the computer.
Q15 I cannot open the "Rack2 Mobile Link - Basic" dialog box.
A15

When the computer is connected to another mobile device:

  1. Terminate the connection between your mobile device and the computer.


  2. Close the "Rack2 Mobile Link" dialog.


  3. Open the "Scan to Mobile - Basic" dialog.


When the computer is not connected to a mobile device:

  1. Close the "Rack2 Mobile Link" dialog.


  2. Open the "Rack2 Mobile Link - Basic" dialog.
Q16 When I launch the Rack2-WorkArea window repeatedly, the window shifts or does not display.
A16

This is a known issue after installing the Rack2-Filer V5.0 Service Pack 5 (V5.0L60).
This issue is resolved in Rack2-Filer V5.0 Service Pack 9.

Q17 Rack2-Filer cannot export data to Google Docs™.
A17

Rack2-Filer's "[Export to]-[Google Docs™]" cannot function for the change of the authentication method in Google Docs™ from April 20th, 2015.

This issue is resolved in Rack2-Filer V5.0 Service Pack 9. (*)

(*) To use "[Export to] - [Google Docs™]", you need to install .NET Framework 3.0 (or 3.5) and .NET Framework 4.5 (or its in-place upgrade) first. After installing .NET Framework, install new updates from Windows Update.
Q18 It takes time to import files from ScanSnap to Rack2-Filer.
A18

Rack2-Filer V5.0L63 (Service Pack 8) or earlier:

The Rack2 ImageWriter dialog appears during file importing from ScanSnap to Rack2-Filer and takes long time to end.

This symptom occurs when using ScanSnap Manager V6.5 or later, and was fixed in Rack2-Filer V5.0 Service Pack 9.

Download the latest update installer and update the Rack2-Filer to the latest.


Rack2-Filer V5.0L64 (Service Pack 9):

It may take time (a few seconds for each page) to import PDF file to Rack2-Filer when the PDF is created by ScanSnap Manager and contains search text in it.

This symptom occurs when using ScanSnap Manager V6.5 or later, and was fixed in Rack2-Filer V5.0 Service Pack 10.
Download the latest update installer and update the Rack2-Filer to the latest.
Q19 I cannot import my Excel files to Rack2-Filer on Windows® 10 where Microsoft® Excel® is installed.
A19

When using Microsoft® Excel® 2010 or earlier on 1607 or later version of Windows® 10, Excel files may not be imported to Rack2-Filer with the following dialog:

Note: The error message below may appear before the dialog above is displayed.
Click the Close program button to close the message. Then the dialog above appears after a while.


Follow the instructions below to confirm the installed version of Windows® 10:
Note: the following figures are examples. The actual screens may be different depending on screen size.

  1. Click the cog icon in the Start menu.

  2. Click System in Settings.

  3. Select About at the bottom of the System list.
    Hint: If About is not displayed, scroll down the System list.

  4. The system information appears. Find the version of your Windows® 10 at Version.


Follow the steps below and change the setting in Windows® 10 to avoid the problem.
Note: the following figures are examples. The actual screens may be different depending on screen size.

  1. Click the cog icon in the Start menu.

  2. Click Devices in Settings.

  3. Select Printers & scanners at the top of the Devices list.

  4. Disable Let Windows manage my default printer in Printers & scanners.

  5. Click the Close button to close Settings.
  6. Restart the computer once the setting is changed.
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