If an orange exclamation mark is appears on the [Scan] button on the touch panel of the ScanSnap or in the scan window of ScanSnap Home, check the following.
When you click which appears on the [Scan] button, an error message is displayed. Check the message and take measures to solve the problem.
When the message "The device is not responding." is displayed
For the solutions, refer to [Windows/macOS] A "The device is not responding." message is displayed.
When the message "The ScanSnap cannot connect to ScanSnap Cloud via the network." is displayed
Take the following measures and check if the problem is solved.
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Updating ScanSnap Firmware
For details, refer to ScanSnap Help.
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Set a proxy server for the ScanSnap
If you connect to the Internet via a proxy server, set a proxy server for the ScanSnap. For details, refer to ScanSnap Help.
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Check whether the ScanSnap is connected to a wireless access point
If the ScanSnap is not connected to a wireless access point properly, refer to [Windows/macOS] The ScanSnap and the computer cannot be connected via Wi-Fi and take measures accordingly.
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Set a DNS server for the ScanSnap or change the Wi-Fi settings to obtain an IP address automatically
If a static IP address is set for the ScanSnap, set a DNS server instead. Or, change Wi-Fi settings to obtain an IP address automatically
For details, refer to ScanSnap Help.
When the message "Failed to access ScanSnap Cloud." is displayed
When a message is displayed on the touch panel of the ScanSnap, refer to [Windows/macOS] A "Failed to access ScanSnap Cloud." message is displayed on the touch panel to take measures accordingly.
If a message is displayed when you use the scanner to perform a scan from the scan window of ScanSnap Home, take the following measures and check if the problem is solved.
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Updating ScanSnap Firmware
For details, refer to ScanSnap Help.
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Check whether the ScanSnap is connected to a wireless access point
If the ScanSnap is not connected to a wireless access point properly, refer to [Windows/macOS] The ScanSnap and the computer cannot be connected via Wi-Fi and take measures accordingly.
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Check whether you have signed in to the ScanSnap account
To use ScanSnap Cloud, you need to sign in to the ScanSnap account.
For details, refer to ScanSnap Help.
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Turn off the ScanSnap
Close the ADF paper chute (cover) to turn off the ScanSnap and then open the ADF paper chute (cover) to turn it back on, and check if the problem is solved.
When the message "ScanSnap Cloud cannot be accessed. The E-mail address and password for the ScanSnap account are required." is displayed
Enter an e-mail address and password for a ScanSnap account.
The e-mail address and password fields are case sensitive. They need to be entered accurately.
If the problem still persists even though you enter the correct E-mail address and password, refer to [Windows/macOS] The ScanSnap is not connected to the network (when using ScanSnap Cloud) to take measures accordingly.
When a message other than the messages above is displayed
Follow the message to solve the problem.