When a customer reports a problem with scanning into Chronicle the FIRST thing to check is whether or not Windows recognizes the scanner. The customer usually tests the scanner by just pushing the button on the scanner, which usually works.
To test if Windows recognizes the scanner.
Start > search > Fax & Scan (to open Windows Fax & Scan).
Then just hit New Scan in top left. If the scanner is recognized there then the problem is on the Chronicle side.
99% of the time the scanner is not recognized by Windows meaning they didn't set it up or it is missing drivers. At this point the customers IT will need to make sure the scanner is fully functional in Windows.
The other place to check this is in the Devices, the scanner will be listed as a device, but NOT a scanner.
If the problem IS on the Chronicle side:
- In the scanner prompt in Chronicle > drop down > there can be more than one option listed here: WIA-scanner, TWAIN-scanner, scanner. Try all of them.
- If none work properly, try to check the show scanner options. This will be an extra step because it will bring up the software for the scanner, but sometimes that works and then the scan saves in Chronicle.
- Try a complete reinstall of the program, deleting all Chronicle installed files.