Question

Scan button not working

Scanning

Updated July 30, 2015

asked on July 29, 2015

So I have two separate clients who are having similar issues that I just can't resolve. Each are using scanconnect 8.3 with updated ISIS drivers. However, when they click the icon in the scanning window to actually initiate a scan, the scanner doesn't respond...nothing happens. I uninstalled Scanconnect, cleared out the pixtran folder, cleared out the temp folder, rebooted, reinstalled SC 8.3, reinstalled the ISIS drivers and it still doesn't work. I've gone as far as uninstalling the entire client and reinstalling...nothing works. They are using Laserfiche versions 9.0.1 and 8.3.

At this point, I might just recommend that they both upgrade to 9.2 and see if that resolves anything but I figured that I would see if there were any suggestions from the community.

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SELECTED ANSWER

replied on July 29, 2015

Ah yea, I was viewing the Windows event viewer. I'll take a look.

I also didn't think to try basic scanning instead of standard but I can do that as well.

As far as the login, we were using a few different accounts, primarily a domain admin account.

I'll follow up shortly.

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replied on July 29, 2015

Does the scanner work when using the C:\Windows\PIXTRAN\testappn.exe utility? If so, when you go back into Laserfiche Scanning, click the scan button, and nothing happens, check the Application Errors pane to see if there are any messages reported there. Also check C:\ProgramData\Laserfiche\Laserfiche Scanning\Errors to see if any files that correspond to the attempts at scanning.

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replied on July 29, 2015 • Show version history

We can scan using the testappn.exe utility. However, I see no corresponding errors in the event viewer or the laserfiche scanning folder.

Edit: As a side note, they are both using fujitsu f-series scanners.

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View 3 previous replies

replied on July 29, 2015

Just to clarify, I'm referring to the Application Errors pane in Laserfiche Scanning (View > Panes > Application Errors) and not the Windows event viewer.

If there are no errors reported, then please confirm if using Basic or Standard scanning makes a difference. Also see if logging into Windows on that PC as a different user (perhaps one with local admin rights) makes a difference. If further assistance is needed, you may want to open a support case.

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SELECTED ANSWER

replied on July 29, 2015

Ah yea, I was viewing the Windows event viewer. I'll take a look.

I also didn't think to try basic scanning instead of standard but I can do that as well.

As far as the login, we were using a few different accounts, primarily a domain admin account.

I'll follow up shortly.

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replied on July 30, 2015

In the application errors window, we are getting "Object reference not set to an instance of an object" each time we hit the scan button.

We got the same error when we tried to access scanning using basic...essentially, we didn't even get to the scanning window.

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replied on July 30, 2015

In the application errors window, we are getting "Object reference not set to an instance of an object" each time we hit the scan button.

We got the same error when we tried to access scanning using basic...essentially, we didn't even get to the scanning window.

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replied on July 30, 2015

In the application errors window, we are getting "Object reference not set to an instance of an object" each time we hit the scan button.

We got the same error when we tried to access scanning using basic...essentially, we didn't even get to the scanning window.

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replied on July 30, 2015

In the application errors window, we are getting "Object reference not set to an instance of an object" each time we hit the scan button.

We got the same error when we tried to access scanning using basic...essentially, we didn't even get to the scanning window.

I cleared the attributes and the profile from the regedit. Once we got logged back in, we're getting the basic scanning to launch but then it says "Failed to load scanner." I rebooted at that point and it seems to be working normally. It is strange. I'll be keeping an eye on it to see if it fails again but the client is good for now.

Thanks for the feedback Alexander.

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Scan button not working

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