Certain files and pieces of information are frequently requested for support cases dealing with Laserfiche Scanning 8. Having them ready can expedite the handling of your support case.
See the following Technical Support checklist.
Commonly requested files and information
- Please provide the information listed General Technical Support Checklist: (1010992)
- Include a complete description of the problem, including the point in the scanning process that the error or issue occurs: during scanning, when processing the images, or storing the documents in the Laserfiche repository.
- Check to see if the issue occurs in Basic Mode, Standard Mode, or both.
- Note the type of scan source you are using. If you are using Laserfiche ScanConnect, please also include the version of ScanConnect installed, as well as the version of the ScanConnect.exe file located in "C:\Program Files\Common Files\Laserfiche\Batch Processor." If you are using Kofax, specify whether you are using Kofax ACE or Kofax VRS.
- Take a screenshot of your scanner settings:
- For Universal Capture: Open the Scan menu and select Scanner Setup. You may be prompted to log in to your repository. Please provide a screenshot of each tab of the scanner settings.
- For ScanConnect or Kofax: Open the Scan menu and select Scanner Settings. Please provide a screenshot of each tab of the scanner settings.
- List your scanner make and model.
- Make sure the scanner and its drivers work outside of Laserfiche.
- ScanConnect: Go to C:\Windows\Pixtran and run testappn.exe. Try to scan a test batch using the same settings you were trying in Laserfiche Scanning.
- TWAIN: Open the application that came with the scanner and try to scan a test batch using the same settings.
- Kofax: Click Start, All Programs, and load VCDemo. Try to scan using the same settings.
- If you are running into an issue during scanning, please provide a text file or a screenshot containing the information in the Output pane.