Visioneer Knowledgebase
Visioneer Knowledgebase
Xerox Scanners Top 10 Solutions
  1. Your computer is unable to connect to your scanner.
    There are occasions when the driver is unable to communicate with the scanner. This issue may be caused by an engaged lock, incompatible USB chipset, or corrupt registry entries. For troubleshooting ideas, please click one of the links below:
  1. You want to upgrade to PaperPort 10 or 11.
    Before you upgrade to PaperPort 10 or 11, make sure that your scanner is working correctly with the PaperPort software on the cd that came with your scanner originally. Then upgrade to PaperPort 10 or 11. PaperPort 10 and 11 support 32 bit or higher scanners. If you have any problems, please contact Nuance (formerly ScanSoft).

  2. PaperPort is reporting a Problem Communicating with TWAIN Device.
    To troubleshoot this problem, make sure that your scanner is selected as the source of the image you are attempting to acquire. In PaperPort click "Scan" on the top bar and look to the left for the scanner list. Select your scanner from the list of installed devices.If your scanner is not listed, search for "initwain.exe" on your hard drive and double click with left mouse button to execute. Click "OK" on the message that appears. Restart your computer and check the scanner list in PaperPort again.
    If the system is still unable to communicate with the scanner, follow the troubleshooting guide available by clicking VIS1049 - Problem Communicating with TWAIN Device.
    If you have tried the solutions above and are still having problems, remove Visioneer and PaperPort files and registry settings to clear an unknown conflict. For instructions on Performing a Quick Uninstall, choose your Operating System below:
  3. You see black lines or streaks down the scanned document or image.
    The streaks may be caused by either a corrupt calibration file or dust, dirt, or correction fluid. Xerox recommends using the cleaning and calibration procedures regularly to maintain quality scanned images. You may need to clean the ADF feed mechanism if your scanned documents do not feed easily into the ADF, or several feed in at the same time.
    To clean the ADF:
    1. Wet a cotton swab with some isopropyl alcohol (95%).
    2. Open the ADF cover.
    3. Wipe the feed roller from side to side. Rotate the roller to clean its entire surface.
    4. Wipe the pad from top to bottom. Be careful not to snag the swab on the springs on either side of the pad.
    5. For the ADF only series scanners, such as the DocuMate 250, 252, 262 and 272, please take a soft cloth and gently wipe the glass strip in the scanner to remove any dust from the scanner glass.
    6. For the ADF scanners with a Flatbed, such as the DocuMate 510 and 520, you will also need to clean the scanner flatbed glass which is located directly beneath the ADF in the lid. Please wipe then entire glass bed with a soft cloth.
    7. Close the cover when you're finished.

    Click VIS1021 - Scanned Images Have Black Lines or Streaks for more information.

  4. Paper is not feeding properly into the ADF.
    If your scanned documents do not feed easily into the ADF, or several feed in at the same time, you may need to clean the ADF feed mechanism. To clean your ADF use the same cleaning procedures outlined in Step 4 above.

    If the scanner still has feeding problems you should replace the ADF pad. Refer to your instruction manual for instructions on replacing the ADF pad.

    This problem may also be due to a corrupted driver.
    For instructions on Performing a Quick Uninstall, choose your Operating System below:

  5. The Check light on your ADF scanner is blinking or there is an error code on the scanners LED screen.
    Plug the scanner in and it will go through a self test. It will first test the flatbed and secondly check the ADF. After this happens the lights will stay on and the check light will go dim. If the check light goes dim then the scanner is fine. If the check light is blinking, click VIS1023 - Check Light Blinking on ADF Scanner. If there is an error code on the LED screen click VIS1386 - Error code on scanner.

  6. You need to uninstall your scanner.
    Clean up your system of any installed scanner products and PaperPort software. This procedure is recommended by Technical Support when there are conflicts or corruptions resulting in errors.
    For instructions on Performing a Quick Uninstall, choose your Operating System below:
  7. You want to scan to PDF.
    PDF stands for Adobe® Portable Document Format. Adobe PDF is a universal file format that preserves all the fonts, formatting, graphics, and color of any source document, regardless of the application and platform used to create it. PDF creation is not dependent on the scanner, rather your software package. Click VIS1011 - Scan to PDF within PaperPort for information on creating PDFs with PaperPort. For information on configuring OneTouch 4.0 to scan as PDF, click VIS1199 - Configuring OneTouch 4.0 Scan Buttons.asp.

  8. You are getting an Error Code 103 or Paper Jam Error.
    Click VIS1065 - Error Code 103 Clear Paper Jam in the ADF for error code 103 or Paper Jam Error on an Automatic Document Feeder (ADF).
    When jams or misfeeds occur far more often, it's time to change the ADF Pad Assembly. You can find a replacement for your product on our website by clicking Xerox United States or Xerox Europe then choosing your product from the drop down menu.

  9. During installation, PaperPort installs but the scanner driver does not.
    Check the "Add/Remove Programs" for the appropriate driver (i.e. Xerox Documate 510). If the driver is not installed, then reinstall the driver from the CD or download the latest version from our website. For instructions on ReInstalling Your Scanner Driver, choose your Operating System below:


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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.