Visioneer Knowledgebase
Visioneer Knowledgebase
Title: Step 6 Contact Support
Article ID: VIS1056
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 sixth 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 the system still reports "Scanner Not Found" or "Unable to Communicate with the TWAIN Device" after completing troubleshooting steps 1-5 (as appropriate), there may be a hardware issue with the scanner.

If the driver continues to report no scanner, and there are no other scanners installed, there are a few options available:
  • If you have a Visioneer Product:
    • Consider the age and specifications of the scanner. If the unit has worked fine, and now is experiencing a problem, it may be a hardware issue. Please check the Visioneer Product Life Cycle for your product. If your scanner is listed as END OF LIFE, it is a legacy product and there is no longer phone technical support for that scanner. Visioneer offers 20% toward the purchase of a new unit for trade-in of discontinued models. Please see the Visioneer Trade-Up Program to view the details and how to participate.
    • If your Visioneer product is not classified as End-of-Life, you can contact support for further troubleshooting of the issue. If the Technical Support team determines that it is a hardware issue, the scanner may be replaced under the one year (from date of purchase) warranty.

  • If you have a Xerox Product:
    • You can contact support for further troubleshooting of the issue. If the Technical Support team determines that it is a hardware issue, the scanner may be replaced under the one year (from date of purchase) warranty.

  • For information on contacting technical support, use the 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.