Troubleshooting
This section explains how to troubleshoot problems that occur while using the ScanSnap.
Customer Support
High-traffic questions
- ScanSnap connection related questions
- Other questions
A Message Is Displayed, Indicating that the Procedure Entry Point Cannot Be Found (Windows)
Troubles Related to Power for the ScanSnap
Troubles Related to Installation
- Installation Has Stopped/Installation Is Not in Progress
- A "Failed to install ScanSnap Home." Message Is Displayed
- A "Windows Update is running" Message Is Displayed (Windows)
- A "Failed to install Microsoft .NET Framework X.X." Message Is Displayed (Windows)
- A "Failed to install Microsoft Visual C++ 20XX Redistributable" Message Is Displayed (Windows)
- A Message Is Displayed, Indicating That This Product Is Already Installed on Your Computer
- A Message Is Displayed, Indicating that Uninstallation Failed (Windows)
- A "You do not have write authority for the data storage folder." Message Is Displayed
- A "Failed to install ScanSnap Home. Do you want to delete the downloaded data?" Message Is Displayed (Windows)
- A "The specified destination folder is set with a hidden attribute." Message Is Displayed (Windows)
Troubles Related to Connections and Communication
- The ScanSnap and the Computer Cannot Be Connected via Wi-Fi
- The ScanSnap and a Computer Cannot Be Connected via a USB Cable
- The ScanSnap and the Mobile Device Cannot Be Connected via Wi-Fi
- The Name and the Password for the Wireless Access Point Cannot Be Remembered
- Unsure What to Do When Replacing a Wireless Access Point with a New One
- You Do Not Know the Security Key to Connect Directly to the ScanSnap
- The Wireless Access Point Does Not Appear in the [Network name (SSID)] List
- The ScanSnap You Want to Use Does Not Appear on the List/the ScanSnap You Want to Use Cannot Be Found
- Communication with the Server Fails
- Communication with the ScanSnap Fails
- Connecting to the ScanSnap Takes Time/the ScanSnap Is Cut Off Frequently
- Manual Wi-Fi Configuration Fails
- Automatic Wi-Fi Configuration (WPS) Fails
- You Do Not Know How to Check the Scanner Name
- You Do Not Know What to Enter When Adding Your Proxy Server Settings
- Unsure How to Check the Strength of the Wi-Fi Signal
Troubles Related to Touch Panel
- Only Profiles That You Created Appear on the Touch Panel
- Profiles That Have Been Displayed on the Touch Panel Are Not Displayed
- A User Name Is Not Displayed at the Top of the Home Screen on the Touch Panel
- [BOOT MODE] Is Displayed on the Touch Panel
- [An internal error is detected] Is Displayed on the Touch Panel
- The Touch Panel Does Not React
- [ScanSnap is preparing] Is Displayed on the Touch Panel
- The Touch Panel Malfunctions/Displays the Screen in an Incorrect Position
- The Display of the Touch Panel Is Not Showing Properly
Troubles Related to ScanSnap Account/License Authentication
- Did Not Receive a Notification E-mail with a Confirmation Code
- Failed to Register a ScanSnap Account
- You Cannot Sign In with a ScanSnap Account
- Did Not Receive a Notification E-mail for Resetting the Password
- Unsure Which Confirmation Code to Use Since Notification Multiple E-mails with Confirmation Codes Were Received
- You Do Not Know the Serial Number/Additional License Number for the ScanSnap
- Two-Factor Authentication Does Not Work for the ScanSnap Account
- A Message Is Displayed, Indicating That a License Cannot Be Activated When You Setup the ScanSnap (ScanSnap Home 2.9 or Earlier)
- A Message Is Displayed, Indicating That the Number of Devices Has Reached the Maximum Amount (ScanSnap Home 2.9 or Earlier)
- A Message Is Displayed, Indicating That You Cannot Sign In with the ScanSnap That You Are Currently Using (ScanSnap Home 2.9 or Earlier)
- A Message Is Displayed, Indicating That a License Cannot Be Activated When You Sign In on the Preferences Window (ScanSnap Home 2.9 or Earlier)
- A Message Is Displayed, Indicating That the License Activation Was Not Completed Successfully When You Signed In on the Preferences Window (ScanSnap Home 2.9 or Earlier)
Troubles Related to Actions of ScanSnap Home
- ScanSnap Home Does Not Start or Cannot Be Used
- A Message Is Displayed, Indicating That You Do Not Have Access Permission for a Folder or File or a Message Is Displayed Prompting You to Check Whether Access Permission for a File or Folder Has Been Set (Mac OS)
- A Message Is Displayed, Indicating that the Procedure Entry Point Cannot Be Found (Windows)
Troubles Related to Profile
- A Profile Cannot Be Edited
- A Profile Icon displayed on the Touch Panel Is Different from the One in ScanSnap Home
- The Deleted Profile Is Displayed on the Touch Panel
- A Message Is Displayed, Indicating That the Setting for the Display of Profiles Has Been Changed
- The [Scan to Cloud] Profile Cannot Be Selected from the Template List in the [Add new profile] Window
- The [Scan to Network Folder] Profile Cannot Be Selected from the Template List in the [Add new profile] Window
- Profiles Linked with a Cloud Service Using ScanSnap Cloud Are Not Displayed on the Touch Panel
Troubles Related to Scanning
- A "The device is not responding." Message Is Displayed
- The [Scan] Button Does Not Become Available Even After a Profile Icon Is Selected on the Touch Panel of the ScanSnap
- A Scan Cannot Be Performed Because an Orange Exclamation Mark Appears on the [Scan] Button
- Documents Are Not Scanned
- A Message Is Displayed, Indicating That An Error Occurred While Processing the Images
- The Document Is Not Fed Smoothly/A Paper Jam Occurs
- Removing a Jammed Document
- The Scanning Speed Is Very Slow
- The Scan Starts Late/Scanning Stopped/the Transferring Speed of Scanned Images Is Slow
- Documents Become Dirty
- The Document Is Damaged
- Abnormal Noise Is Generated from the ScanSnap
- Did Not Receive a Notification (Mac OS)
- A "Error in optical system." Message Is Displayed
- A "The specified destination (Image saving folder) is invalid." Message Is Displayed
- ScanSnap Home Is Stuck in the [Scanning] Status
Troubles Related to Overlapping of Documents (Multifeed)
Troubles Related to Carrier Sheets/Photo Carrier Sheets
Troubles Related to Scanned Results
- Vertical Streaks Appear in the Image
- A Message Is Displayed, Indicating That There May Be Remaining Vertical Streaks, Even Though No Vertical Streaks Are on the Scanned Images
- The Image Is Displayed Sideways or Upside Down
- A Searchable PDF File Cannot Be Created
- The Title Is Not Extracted/The Title Appears Different from the One on the Document
- Scanned Images Are Not Merged Automatically
- The Scanned Image Is Created in a Double-Page Spread
- Text on an Image Is Not Recognized Correctly
- All the Pages Are Recognized as Blank
- Some Pages Are Deleted Even Though They Are Not Blank
- The Color of the Scanned Image Is Different from the Color of the Original Document
- The Lines in the Image Are Blurred
- The Brightness of a Black & White Image Is Too Light or Too Dark
- Scanned Image Cannot Be Created in Black & White
- Scanned Images Cannot Be Created in Gray
- Scanned Image Cannot Be Created in Color
- Scanned Image Cannot Be Created as You Set In the Scan Settings
- Text/Diagrams That Are Not on the Document Appear in the Scanned Image
- A Striped Pattern (Moire) Is Noticeable in the Image
- The Scanned Image Is out of Alignment or Distorted
- The Image Is Skewed
- Part of the Image Appears Missing/Slant Lines Appear on the Image
- The Image Is Wider than the Scanned Document
- The Text on an Image Is Not Readable
- Information on the Business Card Is Not Recognized Correctly
Troubles Related to Application Linkage
Troubles Related to Cloud Service Linkage and Troubles Related to Sending an E-Mail from the ScanSnap
- A "Failed to access ScanSnap Cloud." Message Is Displayed on the Touch Panel
- The ScanSnap Is Not Connected to the Network (When Using ScanSnap Cloud)
- A Scanned Image Is Not Saved in a Cloud Service (When Using ScanSnap Cloud)
- The "Failed to upload the data to the cloud service." Error Is Displayed
- The "Failed to send the data via email because the address is wrong." (B11Fg102) Error Is Displayed
- The "The size of the scanned data has exceeded the maximum size." (B11Fg103/B11Fg110) Error Is Displayed
- Red Exclamation Mark Appears on the Cloud Mode Icon at the Top of the Main Window
- A Profile to Be Linked with a Cloud Service Cannot Be Created by Using ScanSnap Cloud
- Failed to Change the Title (When Using ScanSnap Cloud)
- When Documents Are Scanned to Evernote, as Many Notes as There Are Scanned Images Are Displayed in Addition to Evernote (Mac OS)
Trouble Related to the Function for Saving Scanned Images Directly from the ScanSnap to a Network Folder
- An "An error occurred in the communication with the save destination." Message Is Displayed on the Touch Panel
- A "No save destination was found." Message Is Displayed on the Touch Panel
- An "A system error occurred." Message Is Displayed on the Touch Panel
- A "Failed to save data." Message Is Displayed on the Touch Panel
- A "The number of pages or the data size of images has reached the limit." Message Is Displayed on the Touch Panel
- A "Failed to sync time." Message Is Displayed on the Touch Panel
- Scanned Images Cannot Be Saved Directly from the ScanSnap to a Network Folder
- Dates of Files Saved Directly from the ScanSnap to a Network Folder Are Incorrect
- Files Saved Directly from the ScanSnap to a Network Folder Cannot Be Opened
- A "The specified folder is in an unsupported format." Message Is Displayed
- There Are No Network Folders Displayed in the Save Destination Folder Selection Window
- You Do Not Know What to Enter for [Domain] When Connecting to a Network Folder
- A "Failed to add or update the profile." Message is Displayed
- A "The file name contains an invalid character." Message Is Displayed
- A "The folder path contains an invalid character or exceeds the maximum length." Message Is Displayed
- A "The user name or domain contains an invalid character or exceeds the maximum length." Message Is Displayed
Troubles Related to Search
Troubles Related to Content Data Record Management
- You Do Not Know the Save Destination for Scanned Images
- Files That Were Worked on in File Explorer or Finder Do Not Appear on the Main Window
- The Scanned Image Cannot Be Opened
- Scanned Images Have Not Been Saved in the Specified Save Destination
- Making Corrections in Content Information Corrects Content Information for Existing Content Data Records Automatically
- A Message Is Displayed, Indicating That the Recognition Process Could Not Be Performed When You Convert Images into Searchable PDF Files