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Information requested by CEI for ICS scanning issues

Article ID: FAQ100573 | Date published: 08/18/2020 | Date last updated: 08/18/2020
 

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 We have had quite a few recent reports of TWAIN/ISIS errors when scanning with our ICS products. CEI has asked us to perform specific tasks in order to help them determine the issue.
 
  1. Collect "FULL" log file from the customer.
  2. Export Registry Entry from the custoomer.
  3. Collect the specific files listed below (Windows only):
       A. All files in C:\Windows\Pixtran
       B. All files start with “pix” and “pd” in C:\windows\system32 folder
       C. All files start with “pix” and “pd” in C:\windows\syswow64 folder
  4. Temporarily turn off any other scanning device (USB or Network), ie. MFP to see if this resolves the error.
How to Export Registry Entry
 
  1. Press "Windows Key + R".
    Press "Windows Key + R" to access the "RUN" command window.
     
  2. Type "Regedit" and press <Ok>.
    Type "Regedit" and click the <OK> button.
     
  3. Select [HKEY_LOCAL_MACHINE] > [SYSTEM] > [CurrentControlSet] > [Control] > [Class]
    Example of Registry Editor Window
     
  4. Select [{6bdd1fc6-810f-11d0-bec7-08002be2092f}].
    This is the registry key required.
     
  5. Right-click the key and select [Export].
    Export the required registry key
     
  6. Save the ".reg" file.
    Save the registry key file
     
  7. Close the Registry Editor and send file to your TSEs.
    Close the Registry Editor.
     
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