Inquiries Regarding Problems with ScanSnap Home

If you cannot solve a problem that occurred while using ScanSnap Home, contact the distributor/dealer where you purchased this product in the following procedure.

Procedure for contacting the distributor/dealer in the case that ScanSnap Home can be started

Windows
  1. Connect the ScanSnap to the computer via a USB cable, and open the ADF paper chute (cover) to turn it on.

    Connect the ScanSnap to the computer via a USB cable, and open the feed guide to turn it on.

    ATTENTION
    • When the [Scan] button is flashing in orange on 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. At this point, make sure that the [Scan] button lights up in blue.

    ATTENTION
    • When the [Scan/Stop] button is flashing in orange on the ScanSnap, close the feed guide to turn off the ScanSnap, and then open the feed guide to turn it back on. At this point, make sure that the [Scan/Stop] button lights up in blue.

  2. 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.

  3. Display the main window of ScanSnap Home.

    For details, refer to To Display the Main Window.

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

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

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

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

    HINT
    • If you provide log information, the trouble might be solved quickly.

      However, inquiries can be made without log information.

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

  9. 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.

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

  10. 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.

Mac OS
  1. Connect the ScanSnap to the computer via a USB cable, and open the ADF paper chute (cover) to turn it on.

    Connect the ScanSnap to the computer via a USB cable, and open the feed guide to turn it on.

    ATTENTION
    • When the [Scan] button is flashing in orange on 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. At this point, make sure that the [Scan] button lights up in blue.

    ATTENTION
    • When the [Scan/Stop] button is flashing in orange on the ScanSnap, close the feed guide to turn off the ScanSnap, and then open the feed guide to turn it back on. At this point, make sure that the [Scan/Stop] button lights up in blue.

  2. 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.

  3. Display the main window of ScanSnap Home.

    Click the [ScanSnap Home] icon ScanSnap Home Icon in the application list that appears when you click Launchpad in the Dock.

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

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

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

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

    HINT
    • If you provide log information, the trouble might be solved quickly.

      However, inquiries can be made without log information.

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

  9. 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.

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

  10. 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.

 

Procedure for contacting the distributor/dealer in the case that ScanSnap Home cannot be started

If you cannot start ScanSnap Home, contact the distributor/dealer where you purchased this product by following the procedure below.

Windows
  1. Connect the ScanSnap to the computer via a USB cable, and open the ADF paper chute (cover) to turn it on.

    Connect the ScanSnap to the computer via a USB cable, and open the feed guide to turn it on.

    ATTENTION
    • When the [Scan] button is flashing in orange on 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. At this point, make sure that the [Scan] button lights up in blue.

    ATTENTION
    • When the [Scan/Stop] button is flashing in orange on the ScanSnap, close the feed guide to turn off the ScanSnap, and then open the feed guide to turn it back on. At this point, make sure that the [Scan/Stop] button lights up in blue.

  2. 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.

  3. Open File Explorer and double-click "LogCollect.exe" in the folder where ScanSnap Home is installed.

    The default folder where ScanSnap Home is installed is as follows:

    • 32-bit operating system

      C:\Program Files\PFU\ScanSnap\Home

    • 64-bit operating system

      C:\Program Files(x86)\PFU\ScanSnap\Home

  4. When the [ScanSnap Home Inquiry Form for the Problem] window is displayed, select the category and sub-category of the problem, the ScanSnap model that you are using, and the region where you purchased the ScanSnap.

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

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

    HINT
    • If you provide log information, the trouble might be solved quickly.

      However, inquiries can be made without log information.

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

  8. 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.

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

  9. 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.

Mac OS
  1. 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

  2. Collect log information.

    1. Connect the ScanSnap to the computer via a USB cable, and open the ADF paper chute (cover) to turn it on.

      Connect the ScanSnap to the computer via a USB cable, and open the feed guide to turn it on.

      ATTENTION
      • When the [Scan] button is flashing in orange on 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. At this point, make sure that the [Scan] button lights up in blue.

      ATTENTION
      • When the [Scan/Stop] button is flashing in orange on the ScanSnap, close the feed guide to turn off the ScanSnap, and then open the feed guide to turn it back on. At this point, make sure that the [Scan/Stop] button lights up in blue.

    2. 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.

    3. 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].

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

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

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

    7. 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.

    8. 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. Check the new folder name on the message window that appears.

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

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

      Select [Compress "ScanSnapHomeXXXXXXXXXXXXXX"]("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.

  3. 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 contact.

    • Name

    • Name of organization (such as a company name)

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

    Contact for inquiries

    E-mail: tsupport@us.fujitsu.com