Hardware Troubleshooting Guide

7/27/2019 Hardware Troubleshooting Guide

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Troubleshooting Hardware

Identifying the problem

Computing Environment

Communication

Software Configuration

Isolating the hardware


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Troubleshooting

Problem Identification

When troubleshooting unexpected results, it is important to identify the specific issue that you are attempting toresolve, and any factors that may relate to that issue.

The end user will provide certain information than can aide you in determining the problem, and asking pointed

specific questions can clarify your understanding.

Common Problems Stem from :

Computing Environment

Communication

Software Configuration

Hardware

Feeding

Image Quality


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Troubleshooting

Computer environment

Environmental issues can range greatly from network design, to a bad driver installation. How does one identifyan environmental issue? The following are common symptoms:

Works as expected in one user profile, but not in another

Installed scanner drivers compatibility with operating system

Version (Windows 95, 98, ME, Server 20xx not supported)

Architecture (x86 driver on x64 OS)

Error messages on screen

Out of Memory

Access denied

Windows crash report Scans are only accessible by local users, network users get access denied


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Troubleshooting


Most often, the removal and reinstallation of the scanners driver, OneTouch, and/or any related scanningapplication, will resolve problems that the user is experiencing.

For detailed instructions on basic and advanced removal of the scanner driver, take a look at these articles on our

knowledgebase:

VIS1382 - Reinstalling Your Scanner Driver on Windows 7 or Vista

VIS1402 - Errors While Installing or Uninstalling OneTouch 4.0

VIS1479 - OneTouch 4 Manual Uninstaller

VIS1005 - PaperPort 10 and 11 Manual Uninstall
http://support.visioneer.com/KnowledgeBase/Articles/VIS1382%20-%20ReInstalling%20your%20Scanner%20Driver%20on%20Windows%207%20or%20Vista.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1402%20-%20Errors%20While%20Installing%20or%20Uninstalling%20OneTouch%204.0.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1402%20-%20Errors%20While%20Installing%20or%20Uninstalling%20OneTouch%204.0.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1479%20-%20OneTouch%204.x%20Manual%20Uninstaller.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1005%20-%20PaperPort%2010%20And%2011%20Manual%20Uninstall.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1005%20-%20PaperPort%2010%20And%2011%20Manual%20Uninstall.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1005%20-%20PaperPort%2010%20And%2011%20Manual%20Uninstall.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1005%20-%20PaperPort%2010%20And%2011%20Manual%20Uninstall.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1005%20-%20PaperPort%2010%20And%2011%20Manual%20Uninstall.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1005%20-%20PaperPort%2010%20And%2011%20Manual%20Uninstall.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1005%20-%20PaperPort%2010%20And%2011%20Manual%20Uninstall.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1005%20-%20PaperPort%2010%20And%2011%20Manual%20Uninstall.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1479%20-%20OneTouch%204.x%20Manual%20Uninstaller.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1479%20-%20OneTouch%204.x%20Manual%20Uninstaller.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1479%20-%20OneTouch%204.x%20Manual%20Uninstaller.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1479%20-%20OneTouch%204.x%20Manual%20Uninstaller.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1479%20-%20OneTouch%204.x%20Manual%20Uninstaller.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1402%20-%20Errors%20While%20Installing%20or%20Uninstalling%20OneTouch%204.0.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1402%20-%20Errors%20While%20Installing%20or%20Uninstalling%20OneTouch%204.0.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1402%20-%20Errors%20While%20Installing%20or%20Uninstalling%20OneTouch%204.0.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1402%20-%20Errors%20While%20Installing%20or%20Uninstalling%20OneTouch%204.0.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1402%20-%20Errors%20While%20Installing%20or%20Uninstalling%20OneTouch%204.0.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1402%20-%20Errors%20While%20Installing%20or%20Uninstalling%20OneTouch%204.0.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1382%20-%20ReInstalling%20your%20Scanner%20Driver%20on%20Windows%207%20or%20Vista.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1382%20-%20ReInstalling%20your%20Scanner%20Driver%20on%20Windows%207%20or%20Vista.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1382%20-%20ReInstalling%20your%20Scanner%20Driver%20on%20Windows%207%20or%20Vista.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1382%20-%20ReInstalling%20your%20Scanner%20Driver%20on%20Windows%207%20or%20Vista.asphttp://support.visioneer.com/KnowledgeBase/Articles/VIS1382%20-%20ReInstalling%20your%20Scanner%20Driver%20on%20Windows%207%20or%20Vista.asp


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Troubleshooting


Errors on the screen that indicate Out of Memory, SideBySide configuration, and Access Denied all indicateproblems that could be related to the PCs configuration.

Check that the system resources are adequate to support the added load of scanning, especially if there is any

post processing in the workflow.

The SideBySide Configuration error is most often thrown from the Microsoft Visual C++ Runtime environment.

This could mean that the MSVC++ redistributable package failed to install or was not installed correctly.Determine which piece of software is generating the error, and repair or reinstall the associated version.

Access denied errors usually happen when scanning to a network location, but can happen locally as well. First

check that your can CRWMD (Create/Read/Write/Modify/Delete) in the %temp% folder by performing all 5

operations on a text file. Do the same for the destination folder. Also ensure that there is sufficient disk space

(both physically and in the quota)


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Troubleshooting


has encountered an error and needs to closeThis can be one of the best errors that you will ever receive. This error will generate an event in the windows

application log. This event will tell you which executable crashed, and what module caused the failure.


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Troubleshooting


When only local users can access a file, and network users get Access Denied errors on the scanned documents,this is most often caused by a permission error on the %temp% folder.

The scanned documents are created in %temp% and then copied to the destination folder. Occasionally, the

permissions of the destination directory are not applied to the document when it arrives.

This can be resolved by changing the permission level on the temp folder.

In most smaller offices it is easiest to simply add the user group Everyone with Full Access. If the user has

objections, you can have their IT professional or Network Administrator intervene so that the solution properly

adheres to network policies.


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Troubleshooting

Communication

Communication problems can also manifest in several ways. It is important to remember that there are threeindependent components involved in connecting the scanner:

The scanner, USB cable and USB chipset on the PC could each be problematic.

When attempting to identify a communication problem, such as a false paper jam or intermittent disconnect, you

might try:

Ensure that the scanner is connected with a ~6 USB cable directly to the back of the PC

a different port on the back of the PC

a different cable

disconnecting other USB devices that might conflict (printers, hard drives, other scanners, etc.)

installing the scanner on another PC where the scanner has not been installed

Preferably a PC that is a different make/model (different chipset)


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Troubleshooting

Communication

When the scanner is randomly, but consistently, dropping communication there may be an issue with thecustomers USB ports.

Try a different port on the computer.

Make sure the chipset drivers are up to date.

Try removing all the USB controllers from the Device Manager reboot and let them redetect.

One of the typical symptoms USB chipset issues is intermittent failures to identify the hardware on boot so

that the devices in the Device Manager randomly post as an unknown device.

This can be verified by unplugging and re-plugging in the scanner, if the scanner will then connect correctly there

is probably be an issue with the USB chipset enumerating devices correctly on boot.


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Troubleshooting

Communication

When the scanner is randomly, but consistently, dropping communication there may be an issue with thecustomers USB ports.

Many low-end chipsets, including the SiS7001, VIA rev 5, and open HCD are known to have communication

issues.

In general, if a customer calls in reporting USB communication issues and standard troubleshooting does

not resolve their issue, we recommend a USB 2.0 add-in card.

Continuing to see E0 on a scanners LED display after checking the USB cable is a clear sign that there is

an issue with the chipset.

Preferred chipset is NEC for the add-in card.

www.usbman.com is an excellent source for USB troubleshooting steps

www.usb.org is a good resource for information on legacy motherboards.
http://www.usbman.com/http://www.usb.org/http://www.usb.org/http://www.usbman.com/


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Troubleshooting

Communication

If you run into a problem where the scanners fails to function when returning from standby:

Follow standard USB troubleshooting steps.

Verify that the root-hubs are not set to allow the operating system to control hibernation power saving

settings.

Try a USB 2.0 add-in card.

Try a powered USB hub with only the scanner connected


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Troubleshooting

Software problems

When scanning from within a program, it can be difficult to identify and troubleshoot the root of a problem, assymptoms can manifest in several different ways. The easiest method is to try scanning from a different

application to see if the problem is still present.

Ensure that the correct scanner driver (TWAIN, WIA, or ISIS) is selected

Try a different driver if the program allows

See if the undesired behavior present in another application

OneTouch supports scanning with TWAIN or WIA by selecting Configure Before Scan

Check for error messages on screen and in the Windows application log

Ensure that the application is up to date, and that all required components are installed


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Troubleshooting

Software problems

If your user is experiencing trouble with OneTouch or another software product that comes with the scanner,

you may find helpful information in the Online Guide for that software.

Also remember that many errors can be resolved by repairing or reinstalling the problematic software.


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Troubleshooting

Hardware Issues

Most functional hardware issues fall into two categories: Feeding

Excessive jams, skew, multiple pages feed simultaneously, pages dont feed at all

Image Quality

Lines on the scans, degraded image quality, grossly incorrect color, inverted images, images skewed even

when paper feeds correctly

Most of these issues can be resolved by cleaning

Look for scratches on the glass, or damage to the calibration parts

Check for physical damage to the rollers and internal components

Error messages on the device can help to identify the cause of unexpected behaviorWhen all other options are exhausted, if you are not yet confident of a hardware issue, we recommend installing

the scanner on another PC as this is a highly reliable way to isolate the scanner.


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Troubleshooting

Error Code on Scanner

An error code on the scanner can be a very useful piece of troubleshooting information. This can tell you where

to start your investigation.

When there is an error code on the scanner, this will prevent the user from being able to scan. It is important

to understand what this error code means, and when in the power-on or scan process it occurs.

Because the error codes are different from one model to another, you should take a look at the Online Guide for

the scanner model you are troubleshooting.

Here you can find details on the error codes, and how to best troubleshoot each one.


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Troubleshooting

Error Codes - General

When troubleshooting a device that shows an error on the display:Does the error appear when the scanner is powering up?

For errors appearing during the initial power up (POST)

Clean the scanner to ensure that sensors are clear of debris.

Try connecting the scanner to another wall outlet without a PC connected.

Attempt to install the scanner on a clean PC.

Does the error appear before, during or after the pages feed?

Based on the error code presented, you might try:

cleaning the scanner.

scanning with just one page.

checking the functionality of the page position sensors.

For information about your specific scanners error codes, reference the Online Guide or User Manual for that

model.


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Troubleshooting

Isolating the scanner

In the rare occasion that a hardware failure is determined, one of the following should be true: There is a persistent error on the scanning hardware and you have:

tried connecting it to a different outlet.

tested the scanner with a direct connection (no UPS or power strip).

You experience unexpected results that you have verified:

in another program, or in OneTouch.

after cleaning the scanner and do not see any scratches or damage.

after updating the driver

after checking for communication problems.

using the scanner on another make/model PC.

Ultimately, when you are satisfied that the problem being experienced is due to defective hardware, it should be

returned for service.

Every case is different, and your best judgment is your greatest asset to providing great service.


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Documents

Hardware Troubleshooting Guide