Troubleshooting
The scanners are designed to be reliable and easy to install. If, however, you have a problem with your
scanner, these troubleshooting steps should indicate the cause of the problem.
If the scanner lamp flickers, dims, or fails to come on:
The scanning lamp is failing or has failed and needs to be changed. Please contact your dealer or Technical
Support.
If the indicator comes on, but software returns “scanner link failed”, or similar message:
1. Make sure the cables are connected properly.
2. Check the installation procedures to make sure you followed all of the instructions. Including
unlocking the scanner.
If you see the error message “Scanner link failed” when executing the Preview or Scan command or
encounter another system exception event, do the following:
1. Remove the cable from the USB port and re-insert it.
2. If you have another open USB port try attaching the cable to that port.
3. Check the installation procedures to ensure that all instructions have been followed.
Which should you use, USB or IEEE 1394/FireWire?
All newer computers have at least one USB port so the USB option will work well for most systems. F you
have a computer with a IEEE 1394/FireWire port on your computer you may want to use that connection
instead of USB. IEEE 1394/FireWire allows for faster data transfer of large files resulting in better
scanning performance.
If All Else Fails:
If the above solutions do not resolve the problem, contact Technical Support at
.
Be sure to have the following information ready:
1. The scanner model you are using.
2. The version number of the scanner driver. (Located on the front of the CD.)
3. The computer model you are using.
4. The Windows/Mac OS version that you are using.
5. The application software packages that you are using.
6. Error codes or messages seen.
7. A description of what you were doing at the time of the malfunction so that the problem can
be re-recreated.
8. Other observations that may aid the technician in identifying the problem and solution.
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