Problem solving
Occasionally you may encounter a situation with your scanner where it may not function properly. Use the chart below as a guide to check possible solutions to help you resolve the situation before calling Technical Support. If a problem persists after reviewing the problems and possible solutions below, turn the scanner off, unplug the power cord and call Technical Support.
Symptom | Cause | Remedy |
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Installation/Setup/Connectivity |
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Found New Hardware wizard | The USB cable was unplugged | Move the USB cable back to the |
appears when connecting with | from one port on the host PC to | original port on the host PC or |
USB on a PC that has already had | another after communication had | complete the Found New |
communication established with | been established with the scanner | Hardware wizard. |
the scanner. | using the original port. |
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Kofax errors displayed on host PC | Presence of the SCSI card | Uninstall the SCSI card from the |
when attempting to install and use | conflicting with the USB function. | host PC. |
the USB connection with a SCSI |
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card installed. |
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Error Message | Possible Cause | Possible Remedy |
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Self Test Error Messages |
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Feeder Table Fault | The stack of documents in the | Remove some of the document |
| feeder table is too heavy. | weight from the feeder table and |
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| power cycle the scanner. |
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Internal Communication Fault | The control processor has lost | Cycle power to the scanner. If the |
| communication with one or more of | problem persists, contact |
| the following: imprinters, sensor | Technical Support. |
| processor or the control panel. |
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Bad or Missing Front Camera | The front (top) camera is not | Cycle power to the scanner. If the |
| communicating. | problem persists, contact |
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| Technical Support. |
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Bad or Missing Back Camera | The back (bottom) camera is not | Cycle power to the scanner. If the |
| communicating. | problem persists, contact |
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| Technical Support. |
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Front and/or Back Imprinter Self | An imprinter was detected and | Check that the cable is firmly |
Test Failed | enabled, but is no longer | connected and not damaged. |
| communicating. |
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Sensor Fault | One or more sensors could not be | Check that paper was not left in the |
| calibrated. | transport at power on, and that the |
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| sensors are clean and not blocked. |
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| See Chapter 6, Maintenance. |
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Bad or Missing Control Panel | The scanner’s control panel is not | Cycle power to the scanner. If the |
(Front Panel) | communicating. | problem persists, contact |
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| Technical Support. |
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