Visioneer Knowledgebase
Visioneer Knowledgebase
Title: Step 1 Checking the Connections
Article ID: VIS1051
Updated: 8/8/2006
Operating Systems: Windows XP / 2000 / Me / 98
Scanner Models: Visioneer Flatbed: 9520, 9420, 7400, 9320, 9220, 9120, 9020, 9000, 8900, 8800, 8700, 8600, 8100, 7700, 7600, 7300, 7100, 6600, 6400, 7600, 6200, 6100, 6000, 5800, 5600, 5300, 4800, 4500, 4400, 3300, 3100, 3000, PaperPort OneTouch
  Visioneer SheetFed: XP300, XP220, XP200, XP100, RoadWarrior (RW120, PRW120), StrobePro, PaperPort Strobe, PaperPort IX, VX, MX
  Visioneer ADF: PT480, XP470, XP450, PT430, S500 , PT680, PT780, 9750, 9650, 9450, 8650
  Xerox Flatbed: X6400, X7600, X4800, X2400
  Xerox SheetFed: TS100, CS200
  Xerox ADF: DM250, DM250L, DM252, DM262, DM262i, DM272, DM150, DM152, DM162, DM510, DM515, DM520, DM632, DM3640, DM752
You are getting "Scanner not found", "Unable to connect to scanner" or "Problem Communicating with the TWAIN Device" after installing the scanner driver and the PaperPort scanning software.
This is the first in a series of 6 steps. Additional links to other troubleshooting steps are at the end of this article. You may wish to print these instructions for your reference.

Many of the "Scanner not found" errors occur due to physical power and/or connectivity issues with the scanner.
  1. Shut Down (power off) the computer, unplug and plug back in the scanner cable from both the scanner and the computer, then turn the computer back on.
    1. USB Scanners: Do not use a USB cable that exceeds 6 feet. Do not plug the USB cable into an extender cable. If you are plugging it into a hub, try plugging the scanner directly to the back of the computer, or try a different USB port on the computer.
    2. Serial or Parallel scanners: You must Shut Down the computer, unplug and plug back in the cable, then turn the computer back on.

  2. Verify the scanner power is plugged directly to the wall and your are using the power supply that came with the scanner (this does not apply to USB powered scanners). To check which power supply you should be using, please look a the power supply for the scanner and verify it has the correct DC output:
    1. Flatbed scanners, such as the Visioneer 9420, use a 12V DC output power supply.
    2. Auto Document Feeder scanners, such as the Visioneer 9750 or Xerox DocuMate 252, use a 24V DC output power supply.
      Note: The Xerox 6400 flatbed scanner is the only flatbed scanner provided at this time that comes with a 24V DC output power supply. The rest of the Visioneer and Xerox flatbed scanners come with a 12V DC output power supply.

  3. Verify that the scanner shipping lock, located on the bottom of the unit, is in the "unlocked" (open padlock) position.
    Note: The Xerox 6400 flatbed scanner has the shipping lock under the lid of the scanner. The Visioneer Patriot 680, 780 and Xerox DocuMate 632 scanners have the shipping lock on the side of the scanner. Not all scanners have a shipping lock.

After your computer has powered back on and you have logged into Windows, try scanning from PaperPort or some other imaging application that accesses the scanner.

If this did not resolve the issue, proceed with the step-by-step troubleshooting provided by the web links below:

VIS1051 - Step 1 Checking the Connections
VIS1052 - Step 2 Redetect the Scanner in Windows
VIS1053 - Step 3 Reinstall the Scanner Driver
VIS1054 - Step 4 USB Scanners - Checking Your Computer Chipset
VIS1055 - Step 5 Parallel Scanners - Checking for Conflicts
VIS1056 - Step 6 Contact Support


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Visioneer provides these technical articles for information use only. The information is generally for a specific scanner model distributed by Visioneer and a designated version of software provided with the scanner. Visioneer makes reasonable efforts to verify the accuracy of content and issue resolution in these technical articles but cannot guarantee any matter including accuracy or results. The articles are provided "as is", without representation or warranty, express or implied, whether of merchantability, fitness for particular purpose, title, or non-infringement. Visioneer disclaims any liability for damages, whether direct or indirect, special, incidental, or consequential, from use of the information in these articles. Visioneer does not evaluate any effect on software and hardware not provided by Visioneer, and therefore disclaims any liability for same. Visioneer is not responsible for the content of support pages accessed through external links. The articles are subject to revision or change without notice.