Certain files and pieces of information are frequently requested for support cases dealing with Laserfiche Scanning. Having them ready can expedite the handling of your support case.
- Please provide the information listed in the General Technical Support Checklist: (1013987)
- Include a complete description of the problem, including when the error or issue occurs: during scanning, when processing the images, or when 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 (x86)\Laserfiche\Client\Scanning. If you are using Kofax, specify whether you are using Kofax ACE or Kofax VRS.
- Take a screenshot of your scanner settings. First, click the Scan button from a Laserfiche client, selecting either Basic or Standard mode. Select the scan source you are troubleshooting. Then select Scanner Setup from the File menu. Provide a screenshot of each tab of the dialog that appears.
- 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 Log pane.