Visioneer Knowledgebase
Visioneer Knowledgebase
Title: Step 4 USB Scanners - Checking Your Computer Chipset
Article ID: VIS1054
Updated: 12/22/2005
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 fourth 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 are still unable to scan after verifying the physical connections and reinstalling the driver, you may need to check the computer chipset compatibility and Windows system updates.
  • For all computers: Check your computer manufacturer's website (e.g. Dell, Gateway, HP, Toshiba, etc...) and make sure you are current on all the BIOS patches and updates. Please contact your computer manufacturer for more details on performing this step.
  • Check for versions of Windows: Check the Windows Update site at http://update.microsoft.com and verify that all current Windows Update patches have been installed on your computer.
  • For USB Scanners - Check your USB controllers in the Device Manager:
    • In Step 2 you used the Windows Device Manager to confirm the driver did not have conflicts or errors listed for the scanner. Open the Device Manager again, this time to view the Universal Serial Bus properties.
    • The SiS 7001 and VIA Rev 5 or Later USB Host Controllers have received a high number of complaints concerning dropping connection to USB devices, especially to 2-way communication devices such as scanners and network through the USB. You may want to get a USB 2.0 add-in card for your computer. You can get one of these cards at any computer supply store such as OfficeDepot, CompUSA, Best Buy, Fry's, etc... Instructions for installation will be with the card. Be sure when you purchase the card that you choose a card that does not have either of the above listed chipset drivers. You can read more about the SiS 7001 and VIA Rev 5 or Later controllers at http://www.usbman.com.
 
If getting a USB 2.0 add-in card 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.