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Troubleshooting
Troubleshooting
This section explains how to solve troubles you may encounter upon installing or uninstalling the bundled software.
l
"How to Find Your Solution" (page 88)
l
"If Your First Attempt to Install Failed" (page 89)
l
"If You Have Installed the Software Before" (page 90)
l
"When the ScanSnap Manager Icon Does Not Appear" (page 98)
l
"When ScanSnap Manager Does Not Operate Normally" (page 100)
l
"When You Cannot Uninstall the Software" (page 108)
For details about the troubles you may encounter and the solutions while using the ScanSnap, refer to the following: l "Troubleshooting" in the ScanSnap Manager Help
To display this section, right-click the ScanSnap Manager icon in the notification area, and select [Help] → [Troubleshooting] from the
"Right-Click Menu" (page 45) .
l ScanSnap Support Site ( http://scansnap.fujitsu.com/g-support/en/ )
If you cannot solve the problem after referring to the above section, contact your FUJITSU scanner dealer or an authorized FUJITSU scanner service provider.
87
How to Find Your Solution
How to Find Your Solution
2
3
No.
1
4
When software installation fails, or the ScanSnap does not operate normally after installation is complete, refer to the flow chart below for troubleshooting.
Yes
No
1
Have you installed the software before?
2
Is the installation complete?
3
Does the ScanSnap Manager icon appear in the notification area?
4
Topic to Be Referred to
"If Your First Attempt to Install Failed" (page 89)
"If You Have Installed the Software Before" (page 90)
"When the ScanSnap Manager Icon Does Not Appear" (page 98)
"When ScanSnap Manager Does Not Operate Normally" (page 100)
88
If Your First Attempt to Install Failed
If Your First Attempt to Install Failed
This section explains how to troubleshoot when the first attempt to install the bundled software failed.
If any software bundled with the ScanSnap (including models other than iX100) has been installed before, refer to
"If You Have Installed the Software Before" (page 90) .
1.
Restart the computer and log on as a user with Administrator privileges.
2.
Reinstall the software.
For details, refer to "How to Install the Software" (page 43) .
89
If You Have Installed the Software Before
If You Have Installed the Software Before
This section explains how to troubleshoot if your attempt to reinstall the software bundled with the
ScanSnap (including models other than iX100) failed.
l
"Uninstalling the Software" (page 91)
l
"Removing the Installation Information" (page 92)
l
"Installing the Software from the [ScanSnap Setup] Window" (page 96)
l
"Installing One Software at a Time" (page 97)
90
If You Have Installed the Software Before
Uninstalling the Software
Uninstall the software that is already installed.
The uninstallation procedure is as follows.
1.
If the ScanSnap is connected to the computer, unplug the USB cable from the computer.
2.
Log on as a user with Administrator privileges.
3.
If anti-virus software is running, disable the software temporarily.
ATTENTION
If you cannot disable the anti-virus software, check if the software is set to lock the application.
4.
Uninstall the software.
The following software programs must be uninstalled: l ScanSnap Manager l ScanSnap Organizer l CardMinder
For details, refer to "Uninstalling the Software" (page 117)
.
l If the software was successfully uninstalled, proceed to
"Installing the Software from the [ScanSnap Setup]
l
91
If You Have Installed the Software Before
Removing the Installation Information
If the name of the software that you tried to uninstall still remains in the list in [Programs and
Features] of the Control Panel, or if the software cannot be uninstalled for some reason, the installation information needs to be removed.
Remove the installation information in the following procedure.
ATTENTION
If you cannot successfully remove the installation information, contact your FUJITSU scanner dealer or an authorized FUJITSU scanner service provider.
1.
Log on as a user with Administrator privileges.
2.
Insert the Setup DVD-ROM into the DVD-ROM drive.
a The [ScanSnap Setup] window appears.
3.
Click the [Close] button to close the [ScanSnap Setup] window.
4.
Start up the tool for removing the installation information.
1. From Windows Explorer, open the [Tool] folder in the Setup DVD-ROM.
2. Right-click "SSClean.exe" and select [Run as administrator] from the displayed menu.
a The [User Account Control] window appears.
3. Click the [Yes] button ([Continue] button in Windows Vista).
a The [Remove Installation Information] window appears.
5.
Select the software from which you want to remove the installation information.
l ScanSnap Manager
1. Select [ScanSnap Manager] and click the [Remove] button.
92
If You Have Installed the Software Before a A confirmation message appears.
2. Click the [Yes] button.
a A message appears to check whether or not to remove the profile information.
3. Click the [Yes] button to remove and the [No] button to keep the profile information.
93
If You Have Installed the Software Before
ATTENTION
If the problem persists when you kept the profile information then reinstalled the software, try again after removing the profile information.
a The installation information is removed, and the following message appears.
4. Click the [OK] button to close the [Remove Installation Information] window.
l ScanSnap Organizer/CardMinder/ScanSnap Online Update
1. Select [ScanSnap Organizer], [CardMinder], or [ScanSnap Online Update], and click the [Remove] button.
a A confirmation message appears.
2. Click the [Yes] button.
94
If You Have Installed the Software Before a The installation information is removed, and the following message appears.
3. Click the [OK] button to close the [Remove Installation Information] window.
6.
By repeating step 5, remove the installation information of all the software listed in the [Remove Installation Information] window.
7.
Click the [Close] button to close the [Remove Installation Information] window.
8.
Confirm that the installation folder no longer exists.
If the [ScanSnap] folder remains in the following location, rename the folder (such as [-
ScanSnap]). This folder can later be deleted once the installation is successfully completed.
Path: DriveName (such as C):\Program Files\PFU
After completing the procedure, proceed to
"Installing the Software from the [ScanSnap Setup] Window" (page
.
95
If You Have Installed the Software Before
Installing the Software from the [ScanSnap Setup] Window
Once the software is uninstalled or the installation information is removed, install the software from the [ScanSnap Setup] window.
Install the software in the following procedure.
1.
Restart the computer.
2.
Log on as a user with Administrator privileges.
3.
If anti-virus software is running, disable the software temporarily.
ATTENTION
If you cannot disable the anti-virus software, check if the software is set to lock the application.
4.
Install the software.
For details, refer to "How to Install the Software" (page 43) .
If you did not perform the procedure in
"Removing the Installation Information" (page 92) and then failed to install
the software, perform the following procedures again: l
"Uninstalling the Software" (page 91)
l
"Removing the Installation Information" (page 92)
l
"Installing the Software from the [ScanSnap Setup] Window" (page 96)
If you still could not reinstall the software after performing the above procedures, proceed to
Software at a Time" (page 97) .
96
If You Have Installed the Software Before
Installing One Software at a Time
Install the software one by one in the following procedure.
1.
Restart the computer.
2.
Log on as a user with Administrator privileges.
3.
If anti-virus software is running, disable the software temporarily.
ATTENTION
If you cannot disable the anti-virus software, check if the software is set to lock the application.
4.
Insert the Setup DVD-ROM into the DVD-ROM drive.
a The [ScanSnap Setup] window appears.
5.
Click the [Close] button to close the [ScanSnap Setup] window.
6.
Install the software.
Open the Setup DVD-ROM from Windows Explorer, and run the "setup.exe" of each software.
l ScanSnap Manager
DVD-ROM drive:\Software\ScanSnap\setup.exe
l ScanSnap Organizer
DVD-ROM drive:\Software\Organizer\setup.exe
l CardMinder
DVD-ROM drive:\Software\Card\setup.exe
Install one of the software above, and then install the following application.
l ScanSnap Online Update
DVD-ROM drive:\Software\Online Update\Setup.exe
a The setup window appears.
Follow the instructions on the screen to continue with the installation.
If you cannot proceed further because a message appears to indicate that the software is already installed, start over again from the procedure in
"Uninstalling the Software" (page
.
ATTENTION
If the "setup.exe" for a software program is not included in the Setup DVD-ROM, download the installer for the software program from the following web page, then install it.
http://scansnap.fujitsu.com/g-support/en/
7.
Restart the computer.
97
When the ScanSnap Manager Icon Does Not Appear
When the ScanSnap Manager Icon Does Not Appear
This section explains how to troubleshoot when the ScanSnap Manager icon does not appear in the notification area even though the software is installed and the ScanSnap is connected to the computer.
l
"Displaying the ScanSnap Manager Icon" (page 99)
98
When the ScanSnap Manager Icon Does Not Appear
Displaying the ScanSnap Manager Icon
1.
Start up ScanSnap Manager by selecting [Start] menu → [All Programs] →
[ScanSnap Manager] → [ScanSnap Manager] (for Windows 8.1/Windows 8, start up ScanSnap Manager by selecting [ScanSnap Manager] under
[ScanSnap Manager] on the All apps screen).
HINT
If the problem is solved, you can change the setting so that ScanSnap Manager will start up automatically from the next time you log on to the computer. The procedure is as follows.
1. Right-click the ScanSnap Manager icon in the notification area located at the far right of the task bar and select [Preferences] from the
.
a The [ScanSnap Manager - Preferences] window appears.
2. In the [Auto Startup] list, select the [Start up ScanSnap Manager when you log on] checkbox.
If the problem persists, refer to
"When ScanSnap Manager Does Not Operate Normally" (page 100)
.
99
When ScanSnap Manager Does Not Operate Normally
When ScanSnap Manager Does Not Operate
Normally
If the ScanSnap Manager icon in the notification area located at the far right of the taskbar is displayed as even though the software is installed and the ScanSnap is connected to the computer, perform the following procedures.
l
"Removing Unnecessary Icons from the Notification Area" (page 101)
l
"Checking the Connection between the ScanSnap and the Computer" (page 102)
l
"Checking If ScanSnap Manager Is Operating Normally" (page 103)
l
"Removing the ScanSnap's Connection Information" (page 106)
100
When ScanSnap Manager Does Not Operate Normally
Removing Unnecessary Icons from the Notification Area
1.
Check the software icons in the notification area, and exit the software that you are not using.
a The icon is removed from the notification area.
2.
Right-click the ScanSnap Manager icon in the notification area and select
[Exit] from the
"Right-Click Menu" (page 45) .
3.
Start up ScanSnap Manager by selecting [Start] menu → [All Programs] →
[ScanSnap Manager] → [ScanSnap Manager] (for Windows 8.1/Windows 8, start up ScanSnap Manager by selecting [ScanSnap Manager] under
[ScanSnap Manager] on the All apps screen).
.
101
When ScanSnap Manager Does Not Operate Normally
Checking the Connection between the ScanSnap and the
Computer
1.
Unplug the USB cable from the computer and the ScanSnap, then plug it back in.
Make sure to leave at least 5 seconds between unplugging and plugging the cable.
If you are using a USB hub, connect the USB cable to the computer directly.
If the problem persists, refer to "Checking If ScanSnap Manager Is Operating Normally" (page 103) .
102
When ScanSnap Manager Does Not Operate Normally
Checking If ScanSnap Manager Is Operating Normally
1.
Turn off the ScanSnap and then turn it on again.
Make sure to leave at least 5 seconds between turning off and on the ScanSnap.
If the problem persists, proceed to step 2.
2.
If you are using a USB hub, connect the ScanSnap to the computer directly with a USB cable.
If the problem persists, proceed to step 3.
3.
If there is more than one USB port on the computer, connect the USB cable to a different USB port.
If the problem persists, proceed to step 4.
4.
If a USB device other than the ScanSnap is connected to the computer, disconnect it.
If the problem persists, proceed to step 5.
5.
If anti-virus software is running, disable the software temporarily.
ATTENTION
If you cannot disable the anti-virus software, check if the software is set to lock the application.
If the problem persists, proceed to step 6.
6.
Check the privileges to access the installation files.
1. Select [Start] menu → [All Programs] → [ScanSnap Manager] → [ScanSnap Support Tool]
(for Windows 8.1/Windows 8, select [ScanSnap Support Tool] under [ScanSnap Manager] on the All apps screen).
a The [ScanSnap Support Tool] window appears.
2. Click the [Check] button on the [Recover] tab, and proceed by following the instructions displayed on the screen.
103
When ScanSnap Manager Does Not Operate Normally a If the message "The recommended privileges have been applied." appears, turn off the
ScanSnap and then turn it on again. Make sure to leave at least 5 seconds between turning off and on the ScanSnap.
If the message "Failed to change the privileges. Uninstall ScanSnap Manager then install it again." appears or the problem still persists, proceed to step 7.
7.
Recover the connection with the ScanSnap.
1. Select [Start] menu → [All Programs] → [ScanSnap Manager] → [ScanSnap Support Tool]
(for Windows 8.1/Windows 8, select [ScanSnap Support Tool] under [ScanSnap Manager] on the All apps screen).
a The [ScanSnap Support Tool] window appears.
2. Click the [Recover] button on the [Recover] tab, and proceed by following the instructions displayed on the screen.
104
When ScanSnap Manager Does Not Operate Normally
8.
Turn off the ScanSnap and restart the computer.
If the problem persists, refer to "Removing the ScanSnap's Connection Information" (page 106) .
105
When ScanSnap Manager Does Not Operate Normally
Removing the ScanSnap's Connection Information
The ScanSnap might have been connected to the computer before the software was installed. In this case, the ScanSnap's connection information needs to be removed. Remove the ScanSnap's connection information in the following procedure.
1.
Connect the ScanSnap to the computer, and turn on the ScanSnap.
2.
Open Device Manager.
l Windows 8.1
Click on the lower left side of the Start screen → [Control Panel] under [Windows
System] → [Hardware and Sound] → [Device Manager].
l Windows 8
Right-click the Start screen, and select [All apps] on the app bar → [Control Panel] under
[Windows System] → [Hardware and Sound] → [Device Manager].
l Windows 7
Select [Start] menu → [Control Panel] → [Hardware and Sound] → [Device Manager].
l Windows Vista
Select [Start] menu → [Control Panel] → [System and Maintenance] → [Device Manager].
3.
Select [Imaging devices] and right-click on [ScanSnap iX100] (or [Other devices] → [ScanSnap iX100]), and then select [Uninstall] from the displayed menu.
4.
If other USB ports have been used to connect to the ScanSnap, perform steps 1 to 3 for each of the ports.
5.
Turn off the ScanSnap.
6.
Unplug the USB cable from the computer.
7.
Restart the computer.
8.
Connect the USB cable to the computer.
9.
Turn on the ScanSnap.
a The ScanSnap Manager icon appears in the notification area. Make sure that the displayed icon is .
106
When ScanSnap Manager Does Not Operate Normally
If the problem persists, refer to
"If You Have Installed the Software Before" (page 90) .
once again.
If the above procedures do not solve the problem, please attach the data of your system information to an email and send it to your FUJITSU scanner dealer or an authorized FUJITSU scanner service provider. For details about how to collect system information, refer to "Troubleshooting" in the ScanSnap Manager Help.
107
When You Cannot Uninstall the Software
When You Cannot Uninstall the Software
This section explains how to troubleshoot when you cannot uninstall the following software programs: l ScanSnap Manager l ScanSnap Organizer l CardMinder l ScanSnap Online Update
1.
Restart the computer and log on as a user with Administrator privileges.
2.
Remove the installation information.
a For details, refer to
"Removing the Installation Information" (page 92) .
3.
Install the software.
a For details, refer to
"How to Install the Software" (page 43)
.
4.
Uninstall the software.
a For details, refer to
"Uninstalling the Software" (page 117) .
108
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