Common Problems and Solutions (P-215)
Article ID: ART112735 | Date published: 05/11/2015 | Date last updated: 03/28/2019
 

Description

This section provides recommended solutions to common problems

Solution

This section provides recommended solutions to common problems.

 

Problem 1   The scanner does not turn on.
Solution   (1) The scanner remains OFF while the feed tray is closed. When you open the feed tray, the scanner turns ON automatically.
    (2) If the scanner is connected to the computer via a USB hub, try removing the hub and connecting directly to the computer.
         
Problem 2   The scanner is not recognized.
Solutions   (1) Confirm that the scanner is properly connected to the computer with a USB cable.
    (2) Confirm that the scanner is turned on. See the previous "Problem 1" if the scanner does not turn on.
    (3) The computer’s USB interface may not support the scanner. The scanner cannot be guaranteed to work with all USB interfaces.
    (4) Confirm that the supplied USB cable is used to connect the scanner to the computer. The scanner cannot be guaranteed to work with all available USB cables.
    (5) If the scanner is connected to the computer via a USB hub, try removing the hub and connecting directly to the computer.
    (6) When the Auto Start switch on the scanner is set to ON, you can only scan with the built-in application, CaptureOnTouch Lite. In this case, scanning from applications on the computer is disabled.
    (7) When the scanner is operated with Windows and if “?”, “!”, or “x” icons appear for the scanner in Device Manager, delete the scanner in Device Manager and reinstall the scanner driver.
         
Problem 3   Documents feed askew (scanned images are slanted).
Solutions   (1) Align the document guides to fit the documents as closely as possible, and load the documents so that they feed straightly.
    (2) Enable [Automatically straightens skewed image] (or [Deskew]) in the scanner driver settings.
    (3) If many pages have been scanned since roller cleaning, clean the rollers. If documents still feed askew, roller replacement or other maintenance may be needed.
    (4) Confirm that the separation pad is attached securely.
    (5) Perfectly straight scanning may not be possible for the document due to the structural design of the scanner.
         
Problem 4   CaptureOnTouch Lite does not start.
Solution   (1) If the Auto Start switch on the scanner is set to OFF, the built-in application, CaptureOnTouch Lite, does not start. Close the feed tray to turn OFF the scanner, and set the Auto Start switch to ON.
    (2) If access to USB devices is blocked by security software, you may not be able to use CaptureOnTouch Lite.
         
Problem 5   The auto play screen appears when the scanner is connected, but you cannot scan with CaptureOnTouch.
Solution   When the Auto Start switch on the scanner is set to ON, you can only scan with the built-in application, CaptureOnTouch Lite. Close the feed tray to turn OFF the scanner, and set the Auto Start switch to OFF.
         
Problem 6   Documents are not scanned according to the settings configured in the scanner driver.
Solution   When you scan using a job registered with CaptureOnTouch, the registered job settings have priority over the scanner driver settings. Edit existing job settings, or create a new job using the desired scanning conditions.
         
Problem 7   If white lines or streaks appear in scanned images.
Solution   Clean sides of the scanner glass, and the rollers. If a sticky substance such as glue or correction fluid is found, carefully wipe with just enough pressure to clean the area where the lines appear. If the problem cannot be solved by cleaning, the glass may be scratched.
         
Problem 8   Pages are missing.
Solution   When the scanner driver’s [Scanning Side] setting is [Skip Blank Page], documents with very little black may be unintentionally skipped. Click the [Setting] button and decrease the [Set the likelihood of skipping blank page] value, or select another scan mode setting such as [Simplex] or [Duplex]. If pages are skipped due to the document double feeding, see “Problem 7 Documents jam (or double-feed)”.
         
Problem 9   Documents jam (or double-feed).
Solutions   (1) If the feed roller and the separation pad have been installed correctly, clean them if necessary.
    (2) Proper scanning may not be possible when document pages stick together due to static electricity. Fan the documents before you load them.
         
Problem 10   Multiple pages of scanned images cannot be saved to a single file.
Solution   Depending on the file format, multiple scanned image pages cannot be saved as a single file with CaptureOnTouch Lite and CaptureOnTouch.
    File Type Processing for multiple pages
    JPEG, BMP, PPTX (Windows only) Scanned images are always saved one page per file.
    TIFF, PDF You can save multiple pages to a single file by clicking   and selecting [Save all pages as one file] in the displayed dialog box.
         
Problem 11   All of the placed documents have been scanned, but the scanned image does not appear on the application.
Solutions   When [Panel-Feeding] or [Automatic Feeding] is selected as the feeding method on the scanner driver’s setting screen, a scanning operation will not continue after all of the documents are fed, as the scanner awaits additional documents to be fed. You can finish the operation and send the scanned images to the application by pressing the [STOP] button on the operating panel.
         
Problem 12   Memory becomes insufficient and scanning stops.
Solutions   If you configure scanning conditions that use a large amount of the computer's memory, scanning may stop because of insufficient memory. Although this depends on the computer's memory size, the possibility of insufficient memory increases if any of the following scanning conditions overlap.
      Color Mode] is set to [24-bit Color]
      A large page size (e.g. Legal) is specified as the [Page Size]. Alternatively, the page size is set to [Scanner's Maximum].
      A high resolution (600dpi etc.) is specified for [Dots per inch].
    If an error message appears due to insufficient memory while scanning is in progress, exit the application, change the scanning conditions (e.g. reduce the resolution or page size) and then try scanning again. In addition, the amount of memory used can be contained by turning off [Moire Reduction] and [Prevent Bleed Through / Remove Background] if they are set to on.
         
Problem 13   The scanner makes unusual noise while feeding documents.
Solution   The paper quality of some documents can result in unusual noises, but this does not indicate a malfunction.