[Windows/macOS] The document is not fed smoothly/A paper jam occurs – ScanSnap Troubleshooting

Did you load the document properly in the ScanSnap?

Load the document properly.

For details about loading documents, refer to ScanSnap Help.

Did you scan a thin paper, a newspaper clipping or a document that may be difficult to feed?

The following types of documents may not be fed smoothly:

Thin paper
Torn paper
Non-rectangular paper such as newspaper clippings
Perforated paper
Wrinkled or curled paper

Use the optional (Carrier) Sheet, insert the (Carrier) Sheet into the manual feeder, and perform a scan with Return Scan.

For details, refer to ScanSnap Help.

Did you load thick paper in the ADF paper chute (cover) and perform a scan?

For the following types of thick documents, perform a scan with Return Scan, in which a document is inserted into the manual feeder and is scanned.

Thick paper
Business cards
Postcards

For details about Return Scan, refer to ScanSnap Help.

Did you scan a thick plastic card?

There is a limit to the thickness of plastic cards that can be scanned with the ScanSnap. Scanning a plastic card that exceeds this limit may damage the card or cause a paper jam.

For details about documents that can be scanned with the ScanSnap, refer to ScanSnap Help.

If you change the scan settings in the scan window and scan a document, after it is scanned, the scan settings will return back to the settings before any changes are made. If you want to scan documents under the same settings all the time, the scan settings need to be saved as a profile.

Is the pick roller worn out?

Replace the pick roller.

For details about how to replace the pick roller, refer to ScanSnap Help.

Is the pick roller dirty?

Clean the pick roller.

For details about how to perform cleaning, refer to ScanSnap Help.

Have you scanned documents longer than 360 mm (14.17 in.) with [Excellent] selected?

Selecting [Excellent] for the image quality level in the scan settings restricts documents to be scanned within a length of 360 mm (14.17 in.).

When you scan documents which are longer than 360 mm (14.17 in.), change the image quality level to a level other than [Excellent] in the following procedure, and then perform a scan.

Display the scan window of ScanSnap Home on the computer.
- To display the scan window
Select the profile that you are using from the profile list.
Click the [Edit profiles] button to display the [Edit profiles] window.
Click the [Detailed settings] button in [Scan settings] to display the [Detailed settings] window.
Change [Image quality] to a setting other than [Excellent] in the [Scan] tab.

Is there any foreign matter inside the ScanSnap?

Perform the following:

Remove the document from the ADF paper chute (cover).
Pull the ADF release tab towards you to open the ADF top section .
Clear any foreign matter from the inside of the ScanSnap.
Close the ADF top section.

Close the ADF top section together with the stacker until it locks into position, indicated by a clicking sound.
ATTENTION
- Make sure that the ADF top section is completely closed.
  
  Otherwise, paper jams or other feeding errors, or image faults may occur.

Did you scan documents attached with metal objects such as staples or paper clips?

Remove the staples or paper clips before performing a scan.

Have you selected an option other than [Automatic detection] for [Document size] in the scan settings?

Select [Automatic detection] or the same size as the document for [Document size] in the following procedure:

Display the scan window of ScanSnap Home on the computer.
- To display the scan window
Select the profile that you are using from the profile list.
Click the [Edit profiles] button to display the [Edit profiles] window.
Click the [Option] button for [ADF] or [Manual Feeder] in [Feed mode setting] to display the [Feed option] window.
Select [Automatic detection] or the same size as the document for [Document size].

Is the document support tab closed?

Make sure that the document support tab is open.

Otherwise, a paper jam may occur.

If the document support tab is closed, pull it up with your fingers.

If the document support tab comes off, contact the distributor/dealer where you purchased this product.

Is the ADF top section completely closed?

Open the ADF top section once and then close it firmly in the following procedure.

Pull the ADF release tab towards you to open the ADF top section .
Close the ADF top section together with the stacker until it locks into position, indicated by a clicking sound.

When the ADF top section is closed, the sound of the roller rotating comes out.

Load documents after the sound stops.

Are the arms of the pad unit raised?

If a document is scanned while the arms of the pad unit which is located inside the ScanSnap are raised, a paper jam may occur.

Check whether the arms of the pad unit are raised, and if they are, push them down.

Pull the ADF release tab towards you to open the ADF top section .
If the arms of the pad unit are raised, push them down.
Close the ADF top section together with the stacker until it locks into position, indicated by a clicking sound.