[Windows/macOS] Inquiries regarding problems with ScanSnap Home

Display the scan window of ScanSnap Home on the computer.

• To display the scan window

Select [Open ScanSnap Home] in the menu that appears when you click at the top of the scan window to display the main window.

Select [Help] on the menu bar → [Support inquiries] → [Inquire into the problem] to display the [ScanSnap Home Inquiry Form for the Problem] window.

Select the category and sub-category of the problem, the ScanSnap model that you are using, and the region where you purchased the ScanSnap.

Enter the details of the problem or trouble that you are having with your ScanSnap.

Make sure that the [Save log information to file (recommended)] checkbox is selected, and click the [OK] button.

Follow the instructions shown on the window to collect the log information.

Select a folder for saving the details of the problem or trouble that you entered in the inquiry form and the log information, then click the [OK] button.

The details of the problem or trouble that you entered in the inquiry form and the collected log information are compressed and saved to the folder that you specified.

When the [Send the items you filled in on the form] window is displayed, send an e-mail by following the procedure that is displayed on the window.

The e-mail address that is displayed on the [Send the items you filled in on the form] window, can be copied.

Prepare the following information regarding the trouble that you are having.

• Serial number of the ScanSnap

  The serial number is written next to "SER.NO." on the tape seal that is attached on the ScanSnap.

• Information about what happened

• Information about the displayed message

• Information about the operation procedure that was used when the problem occurred

Collect log information.

1. Connect the ScanSnap to the computer, and then press the [Scan] button or the [Stop] button to turn on the ScanSnap.

   ATTENTION

   • When the power LED on the ScanSnap is flashing in orange, press the [Stop] button for 3 seconds or longer to turn off the ScanSnap, then press the [Scan] button or the [Stop] button to turn it back on. At this point, make sure that the power LED lights up in blue.

2. Select [Applications] from the sidebar in Finder and click [ScanSnap Home] while holding down the [control] key on the keyboard to display a menu. In the displayed menu, select [Show Package Contents].

3. In the displayed [Contents] folder, double-click [ScanSnap Support Tool] in the [Helpers] folder.

4. Click [Collect] in the [ScanSnap Support Tool] window.

5. Follow the instructions shown on the window to collect the log information.

6. When a window appears in which you enter a user name (with Administrator privileges) and a password, enter your user name and the password and then click the [OK] button.

7. Select a folder to save the log information and click the [Choose] button.

   In the specified destination, a new folder will be created which contains the collected log information.

   TIP

   • It may take a long time to collect the log information.

8. When a message window appears, check the name of the folder where the log information is stored and the e-mail address to which the log information will be sent.

   The e-mail address that is displayed on the message window can be copied.

9. Compress the folder in which you saved the log information.

   Select [Compress "ScanSnap_XXXXXXXXXXXXXX"]("X" indicates a number) in the menu that appears when you click the folder while holding down the [control] key on the keyboard.

   The folder is compressed and a zip file of the same name is created.

In your e-mail, enter the information regarding the trouble you are having and the following information. Then attach the log information that has been collected to the e-mail and send it to the e-mail address checked in step 2 (h).

• Name

• Name of organization (such as a company name)

• Contact information (e-mail address, phone number)