Scan Troubleshooting 00000039

Scan Troubleshooting 00000039

Problem: Scan Button Grayed Out, Non-responsive


Solution: To troubleshoot an inactive scan button follow these steps:

1. Check the connections between the scanner and the computer. Confirm the scanner is powered on.

2. Verify user has opened a batch for an image type document and that batch is highlighted.

3. Verify the user has access to the document type that they need to scan in to.

4. Make sure an image filter is selected or that the user has permission to scan and import without an image filter.

5. Attempt to access the scanner from another utility besides MaxRecall (scan utilities vary by vendor; ScandAll is common but Microsoft Paint can sometimes work). If other programs can't access the scanner then the computer is not recognizing the scanner. Reboot the scanner and then the computer and try scanning in to MaxRecall.

6. If the computer can access the scanner but MaxRecall cannot, insure that the device is attached to the computer in MaxRecall Administration. Sometimes the scanner is attached in MR but the driver info has become corrupted. You may have to re-select the proper scan source.

7. An indication that the driver information has become corrupt is when the Scan Source in M
axRecall ends with a # sign and a number. This usually happens after a scanner has been disconnected from a computer and reconnected to a different USB port than the one the scanner was attached to when the scan drivers were first installed. To correct the Scan Source you can un-install and re-install the scan drivers or re-connect the scanner to the original USB port. Make sure to go through Add/Remove Programs, now known as Programs and Features, on the Windows Control Panel to uninstall the scan driver. Then go to Device Manager, Imaging Devices and uninstall the scanner. When those steps are complete reinstall the scan driver and update the Computer setup in MaxRecall Administration.

8. Make sure the latest drivers have been installed on the machine.

9. Disable the power saving mode on USB ports that the scanners are connected to.

10. If unable to resolve the problem contact support for further assistance.

11. If it's a SCSI scanner then try rebooting the scanner and then the computer.

12. If Acquisition is run from a RDP session, it is possible that the scan button is grayed out. Try running Acquisition at the console (non-RDP) and then RDP as the same user into the machine.

    • Related Articles

    • Scanning or Importing batches with MaxRecall's divider page 00000274

      How to scan/import batches with MaxRecall divider pages 1 - MaxRecall divider pages need to be PRINTED at 600 DPI. I believe that's the standard DPI for most printers. If the PRINT DPI is any lower, or very much higher, then MaxRecall will not be ...

    • Thumb Loading Failed / Document Page Not Retrieved

      Problem:  When you try to view a document you receive a message that says Thumb Loading Failed or Document Page Not Retrieved.  You may also see "Tacos For All" or "This is empty" in the title bar of the document window.  The web viewer may not ...

    • Documentation - MaxRecall User Guides and Manuals 00000148

      System Requirements Barcode Specs Scan with MaxRecall's Divider Page  Status Bar Workstation Install & Update Scanner Installation Administration Acquisition Retrieval The TPO Services Log files Image Filters Client Firewall & Anti-virus exceptions ...

    • For Unknown Reasons Database Did Not Start 00000017

      SYMPTOMS:  MaxRecall top level programs won't start and a MaxRecall error message is displayed saying "For Unknown Reasons Database Did Not Start". Additional information and specific error numbers are also included in the error message. This could ...