Visioneer Knowledgebase
Visioneer Knowledgebase
Title: Step 3 Reinstall the Scanner Driver
Article ID: VIS1053
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
 
Symptom:
 
You are getting "Scanner not found", "Unable to connect with scanner" or "Problem Communicating with the TWAIN Device" after installing the scanner driver and the PaperPort scanning software.
 
Solution:
 
This is the third 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.

If you had PaperPort already installed, or previously had it installed, and you attempted to install the driver from the CD, the driver may not have fully installed. Also, the driver may not have fully installed due to an AntiVirus or AntiSpyware program running on the computer.
 
Step 1: Download your scanner driver

  1. Access the driver download page for your product using the links below:
    • Visioneer United States: Once on the support page, select your Product Family. Then select your scanner model and click on "Drivers and Manuals".
    • Visioneer Europe: Once on the support page, select your Product Family, then select your scanner model, then click on "Drivers and Manuals".
    • Xerox United States: Once on the support page select your scanner model.
    • Xerox Europe: Once on the support page, select your scanner product family then product.
  2. Click on the driver file for the scanner you selected above. The driver file name will be the name of your product with a file extension of either .exe or .msi (e.g. xp200.xxxxxx.msi, 9320.exe, dm262.xxxxxx.msi, dm510.exe, etc...) For some models, you will need to select your language from a drop-down list.
  3. When clicking on the scanner file name, you may be asked if you want to display the non-secure data. Please click on "Yes".
  4. After clicking on the scanner driver file, you will automatically be requested to "Run", "Save" or "Cancel". Please click on the "SAVE" button.
  5. The "Save-As" window will now open. Click on the "Desktop" button to save the driver file to your Windows Desktop. This way the file will be easily accessed later on.
 
Step 2: Uninstall the current scanner driver
  1. Open the Windows Control Panel.
  2. Open "Add/Remove Programs".
  3. Scroll down the list and click on your existing scanner driver. The driver name will appear as either "OneTouch 2.0, 3.0, 4.0" or your scanner model (e.g. Visioneer OneTouch 9320, Xerox DocuMate 510, 515, etc...).
  4. Click on the "Change" or "Remove" button and follow the uninstall wizard through an automatic full uninstall (removal).
 
Step 3: Remove your scanner from the Device Manager and your computer

Windows 98 and me Users Only:
  1. Right-click on the "My Computer" icon on your Windows Desktop
  2. Select "Properties" from the list
  3. Click on the "Device Manager" tab
  4. Find "Imaging Devices" and click on the plus (+) next to it to expand the list
  5. Select your scanner then click on the "Remove" button
  6. IF you see "?Other Devices" and click on the plus (+) next to it to expand the list
  7. Select your scanner then click on the "Remove" button. Your scanner may be listed as any of the following:
    • USB Scanner
    • USB Device
    • Unknown Device
    • 1200dpi Scanner
    • (your scanner model)
  8. Close the Device Manager
  9. Unplug the scanner from the computer and from the power
  10. Reboot your computer then proceed to Step 4
 
Windows 2000 and XP Users Only:
  1. Unplug the scanner from the computer and from the power
  2. Click Here and select "Run" when prompted.
  3. The Windows Device Manager opens. If you receive a pop-up block notice, click on the link again to run the utility again.
  4. Go to "View" and choose "Show Hidden Devices".
  5. Click the "+" next to "Imaging Devices" This will show all Imaging Devices previously and currently connected to the computer.
  6. Right-click on the Visioneer or Xerox scanner name and left-click on "Uninstall".
  7. If the scanner is listed more than one time, uninstall ALL occurrences of the scanner.
  8. IF you see "?Other Devices" in the device manager list, click on the "+" to view the list of Other Devices.
  9. Right-click on the other device and left-click on "Uninstall" from the list.
  10. The scanner may be listed as any of the following:
    • USB Scanner
    • USB Device
    • Unknown Device
    • 1200 DPI Scanner
    • (Your Scanner Model)
    • (any other scanners or cameras listed here that you no longer use
  11. Close the Device Manager
 
Windows 2000 and XP users: Clean out your temporary files
  1. Click here to download and save the remover utility to your Windows desktop.
  2. After clicking on the link above it will open a Save As window
  3. Click on the "Desktop" icon in the Save As window
  4. Click on the "Save" button in the Save As window
  5. The Temp_File_Remover utility will now be saved to your Windows desktop for easy access
  6. Close all open windows so you are looking at your Windows Desktop.
  7. Double-click on Temp_File_Remover to launch the utility.
    Note: This utility launches the standard Microsoft clean-up utilities so that you don't have to launch them manually to clean out your temp files.
  8. After the Temp_File_Remover utility closes, reboot (restart) your computer and proceed to Step 4
 
Step 4: Reinstall the scanner driver
  1. Disable any AntiVirus, AntiSpyware, Firewall, PopUp Blocker, Spam Blocker, or Weather Bug software program from running.
  2. If any of these applications are running, their icons will be in the Windows Notification area on the lower-right side of the computer next to the Windows System Clock.
  3. Right-click on each of these icons and choose "Close", "Disable" or "Exit", depending on which option is available to you.
  4. Double-left-click on the driver executable file that you downloaded in Step 1.
  5. The Wise Installation Wizard will launch.
  6. Follow the prompts through installing the scanner driver.
  7. STOP when you get to the "Finish/Connect the Scanner" screen.
  8. Plug the scanner into the computer and power to the wall then wait 30 seconds for the system to detect the scanner, then click on the "Finish" or "OK" button.
 
You have now completed the driver installation. If you are prompted to restart the computer please do so. If you have a "OneTouch" scanner you will see a scanner icon in the Windows Notification Area by the system clock.





Note: You may need to repeat Step 2 at this time to check the Windows Device Manager to verify that Windows properly loaded the device under "Imaging Devices".

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.