Troubleshooting
This section explains how to troubleshoot problems that occur while using the ScanSnap.
Customer Support
High-traffic questions
- ScanSnap connection related questions
The ScanSnap and a Computer Cannot Be Connected via a USB Cable
- 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
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 Scanning
- 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
- 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 Sheet
Troubles Related to Scanned Results
- Vertical Streaks Appear in the Image
- 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
- Text on an Image Is Not Recognized Correctly
- All the Pages Are Recognized as Blank
- The Scanned Image Turns Out 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 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