How To Troubleshoot Scanning Issues?
1. Basic Troubleshooting
| Description | Work-flow/ Steps | Understanding Guide (Why are we doing this?) |
|---|---|---|
| i. Check Internet Explorer Settings including Add-Ons and delete temporary Internet files cache | For accessing add-ons
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Add-Ons are used by CureMD to integrate different features within the application (e.g. Scanning, Printing etc.) and we need to ensure that the relevant add-ons are enabled.
Temporary internet files cache is deleted to ensure that all the previously cached files that contain older information & settings are removed and a new session is cached in the directory. This will allow a user to view the latest information. |
| ii. Turn off Smart Screen Filters and Pop-up Blocker |
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Smart screen filter & Pop-up Blocker, blocks CureMD’s ActiveX controls and disabling it helps a user to use ActiveX based features with ease. |
| iii. Turn off ActiveX Filtering (Make sure that it is not checked otherwise the ActiveX controls would not work) |
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ActiveX Filtering blocks CureMD’s ActiveX controls and disabling it helps a user to use ActiveX based features with ease. |
| iv. Run Internet Explorer as Administrator to register ActiveX Controls |
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Running internet explorer as an administrator gives a user, permissions to register the ActiveX controls in the local registry. |
| v. Check Windows uptime. Restart the system if uptime is more than 24 hours |
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The more uptime a PC has the higher is the system resources utilization. |
2. Intermediate Troubleshooting
| Description | Work-flow/ Steps | Understanding Guide (Why are we doing this?) |
|---|---|---|
| i. Check if the scanner is working locally on windows |
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This is an important step which will determine if the driver reinstallation is required or the device itself is faulty. |
| ii. Re-install ActiveX |
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Make sure to reinstall the ActiveX controls using admin permissions. |
| iii. Check Scanner Profile |
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Scanning profile configurations are a part of the scanning interface that helps in the scanning process. |
| iv. From within CureMD application make sure to check “Devices” option before scanning a document and select the correct driver |
There are two option in the scanning interface: “Scan” & “Devices”
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Selecting the correct device and driver dictates if the scanning process will succeed or fail. |
3. Advanced Troubleshooting
| Description | Work-flow/ Steps | Understanding Guide (Why are we doing this?) |
|---|---|---|
| i. Reset Internet Explorer |
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By resetting Internet Explorer. All the settings are reverted to default and all cookies and temp files are deleted. |
| ii. Antivirus | N/A | Advise the client to contact their IT experts and request them to add CureMD and all its ActiveX Controls under the exceptions list. |
| iii. Reinstall drivers |
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In some scenarios the drivers get corrupted and reinstalling them is the best way to fix the issue as the corrupted files get replaced. |
4. Most Common Printer Issues
| Description | Work-flow/ Steps | Understanding Guide (Why are we doing this?) |
|---|---|---|
| A. Twain Driver | ||
| i. Check if the scanner is working locally on windows |
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This is an important step which will determine if the driver reinstallation is required or the device itself is faulty. |
| Follow the instructions below if you were able to scan locally. Otherwise, request the client to contact their IT expert/vendor for assistance (because it’s an issue with the device). | ||
| If the scanner is not working in the CureMD application only, then follow the steps below: |
There are two option in the scanning interface: “Scan” & “Devices”
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| NOTE: CureMD recommends Scan Jet Pro 3000 s3 Sheet-feed Scanner for document scanning. | ||
| B. Device Interface | ||
| Check scanner properties in Control Panel and make sure right scan profile is selected |
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Scanning profile configurations are a part of the scanning interface that helps in the scanning process. |
| i. IE Crashing when switching from single scan to batch scan | ||
| Inform the clients that this is a framework limitation since batch and individual folder scanning options cannot be used simultaneously. Instruct the clients to use one scanning mechanism in a single session otherwise, the application will crash. |
In CureMD application
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Both functionalities were developed based on different frameworks, therefore using them simultaneously is not supported by CureMD application |
| c. Feeder/Flatbed Issue | ||
| i. Make sure paper is inserted properly in the feeder | N/A | Request the client to check if the paper is inserted properly |
| ii. For flatbed scanners change device interface setting from two-sided to single side |
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.A flatbed scanner will never scan both sides only one side at a time |
| D. Inability to Save Scanned Documents | ||
| i. Re-install ActiveX Controls |
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Make sure to reinstall the ActiveX controls using admin permissions |
| ii. Change the option from multiple scans to single scan (Or vice versa) |
In CureMD application
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If a client is having issues with scanning single pages, use the multiple page scan for quickly scanning multiple pages at once |
| iii. Check uploads.exe file in Temp folder |
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The temp folder should contain “Upload.exe”, make sure it’s there. If it’s not, manually copy it. Otherwise, the scanned/uploaded files will not be sync with the server and the operation will fail |
