Troubleshooting
User Utility Error Codes
If a problem occurs during scanning, check the BBH User Utility for the scanner Error Code and Status Message. The “User Utility” software is resident in the task tray of the host PC and will be monitoring for error and/or warnings from the scanner.
When an error or warning happens, the “User Utility” executes the following actions.
•"Balloon message" appears from the task tray.
•PC generates beep sound.
•An error or warning message appears on the desktop.
•The error or warning message is written in the "log file".
| Error | Status |
| Possible Cause |
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| Remedy |
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| Code | Message |
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| Scanner has no error. |
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| U11 | Jam occurred. Please |
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| Open the door and remove the |
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| open the door and |
| The document is jammed. |
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| U12 |
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| jammed paper. |
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| remove the paper. Place |
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| Document sensors are dirty. |
| Clean the sensors. See page |
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| U13 |
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| the documents back in |
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| the document feed tray. |
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| 37. |
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| U16 |
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| Document remains in the |
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| Open the door and remove the |
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| scanner. Please open |
| Document remains in the |
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| the door and remove the |
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| paper. |
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| U18 |
| scanner. |
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| paper. Place the |
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| Clean the Sensors. See page |
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| Document sensors are dirty. |
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| documents back in the |
| 37. |
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| document feed tray. |
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| Multifeed occurred. |
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| Open the door and remove the |
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| Please open the door and |
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| Double feed occurred. |
| jammed paper. |
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| U23 | remove the paper. Place |
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| Rollers are dirty. |
| Clean the rollers. See page |
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| the documents back in |
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| 37. |
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| the document feed tray. |
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| U30 | Scanner door is open. |
| The ADF door is open. |
| Close the ADF door. |
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| Please close the door. |
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| Do not slam the ADF door. |
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| System error occurred. |
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| Contact a service |
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| Fxx | Please contact a service |
| System error occurred. |
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| representative. |
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| representative. |
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| ***Warning*** |
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| The rollers need to be |
| Warning counter expired. |
| Clean the rollers. See page |
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| cleaned. Please clean |
| Rollers need to be cleaned. | 36. |
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| the rollers. |
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| ***Warning*** |
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| The rollers need to be |
| Warning counter expired. |
| Replace the rollers. See page |
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| replaced. Please replace |
| Rollers need to be replaced. | 41. |
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| the rollers. |
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| Scanner is not connected. |
| Connect and turn on the |
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| Scanner is not |
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| scanner and reboot the PC. |
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| Scanner is not turned on. |
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| connected. |
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| Turn on the scanner first and |
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| PC was turned on before |
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| then reboot the PC. |
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