The ScanSnap and the Computer Cannot Be Connected via Wi-Fi

If the ScanSnap and the computer cannot be connected via Wi-Fi, check the following in number order:

  1. Check the ScanSnap

  2. Check the network

  3. Check the wireless access point

  4. Check the computer

  5. Check other possible causes

If the problem persists, restart the computer and see if the problem is resolved.

However, if the problem still persists, refer to Inquiries Regarding Problems with ScanSnap Home and contact the distributor/dealer where you purchased this product.

HINT
  • When you use a Wi-Fi connection, communication may become unstable (for example, signal interference such as noise disconnects the scanner and computer or the transferring speed of scanned images becomes slow) depending on where you use the ScanSnap.

    Connect the scanner and computer by using the USB cable if you are in the environment in which the USB cable can be used.

Did you select a profile that was created with another computer?

If you selected a profile that was created with another computer, you cannot perform a scan.

Check the profile in the profile list on the touch panel of the ScanSnap or in the scan window of ScanSnap Home, select the correct profile, and then perform a scan.

Is the Wi-Fi switch of the ScanSnap turned off?

Turn on the Wi-Fi switch of the ScanSnap.

Is the Wi-Fi indicator lit or flashing in orange?

  • The signal between the wireless access point and the ScanSnap is weak, or there may be some signal interference.

    Move the ScanSnap and the wireless access point to different locations.

    • Move the ScanSnap closer to the wireless access point.

    • Move the ScanSnap and the wireless access point away from the following items:

      • Obstacles that may block the signal (for example, walls and metal boards)
      • Devices that may cause signal interference (for example, microwaves and cordless phones) and wireless devices
    • Change the direction of the ScanSnap.

    Also, communication in certain wireless channels may become unstable due to signal interference such as noise.

    Change the value of the wireless channel on the wireless access point.

  • Use ScanSnap Wireless Setup Tool to check whether the default Wi-Fi settings are restored.

    For details about how to start ScanSnap Wireless Setup Tool, refer to Configuring the Wi-Fi Settings.

HINT
  • When using the ScanSnap iX100, you can connect the ScanSnap and the computer or the mobile device via Wi-Fi in Direct Connect mode without a wireless access point.

    For details, refer to the ScanSnap Wireless Setup Tool Help.

    For details about how to start ScanSnap Wireless Setup Tool, refer to Configuring the Wi-Fi Settings.

Is the ScanSnap connected to the mobile device via Wi-Fi?

Connect the ScanSnap to the computer after exiting ScanSnap Connect Application on the mobile device connected to the ScanSnap.

Is the ScanSnap used by other devices?

Connect the ScanSnap to the network after you finish using the ScanSnap with other devices.

Does the ScanSnap support Wi-Fi connection?

The ScanSnap may not support Wi-Fi connection for some versions of the ScanSnap firmware.

Update the firmware of the ScanSnap to the latest version.

For details, refer to Updating the Firmware in ScanSnap Home.

Are the ScanSnap and the computer communicating via the network?

Check whether the ScanSnap and the computer are able to communicate via the network by using the PING command. For details about the checking method, refer to Checking the Communication Status by Using the PING Command.

When they are able to communicate via the network

Check the next "Have you configured any communication authorization settings on the wireless access point?" troubleshooting suggestion or onwards to solve the problem.

When they are not able to communicate via the network

Run a diagnosis to check whether the ScanSnap is connected to a wireless access point, and take appropriate measures to solve the problem depending on the results of the diagnosis.

  1. On the touch panel of the ScanSnap, press Settings in the home screen.

  2. Press Wi-Fi settings.

  3. Press [Wi-Fi information].

  4. In the [Wi-Fi] tab, press the [Diagnosis] button.

When the "The connection with the access point is fine." message is displayed

The ScanSnap and a wireless access point are connected. Check the following:

Is there a device with the same IP address on the network? Also, are there many network devices and computers connected to this network?

Change the IP address when it overlaps with another device.

Also, make more IP addresses available by turning off unused computers and network devices.

Is an IP address set for the ScanSnap?
  • When the DHCP function is disabled on the wireless access point, enable DHCP first, then let the ScanSnap automatically configure an IP address again.

    Or, configure an IP address for the ScanSnap manually.

    For details about how to set an IP address for the ScanSnap, refer to Setting an IP Address for the ScanSnap.

  • If all IP addresses are already used for DHCP, specify a wider range for IP addresses to be used.

    Or, make an IP address available by disconnecting an unused device from the network.

 

When the error message is displayed

Follow the error message to solve the problem.

If the problem still persists, check the following:

Check the following and take appropriate measures to solve the problem.

Is the wireless access point turned on?

Turn on the wireless access point.

Also check that there are no errors or malfunctions on the wireless access point.

For details about wireless access point errors, refer to the manual of your wireless access point.

HINT
HINT
  • When using the ScanSnap iX100, you can connect the ScanSnap and the computer or the mobile device via Wi-Fi in Direct Connect mode without a wireless access point.

    For details, refer to the ScanSnap Wireless Setup Tool Help.

    For details about how to start ScanSnap Wireless Setup Tool, refer to Configuring the Wi-Fi Settings.

Have you connected the ScanSnap to a wireless access point?

Connect the ScanSnap to a wireless access point in the following procedure:

  1. On the touch panel of the ScanSnap, press Settings in the home screen.

  2. Press Wi-Fi settings.

  3. Check that [Wi-Fi connect mode] is set to [Access point connection].

  4. Press [Access point connection].

  5. Press [Access point connect settings] and connect the ScanSnap to a wireless access point by following the instructions shown on the screen.

Connect the ScanSnap to a wireless access point by using ScanSnap Wireless Setup Tool.

For details, refer to the ScanSnap Wireless Setup Tool Help.

For details about how to start ScanSnap Wireless Setup Tool, refer to Configuring the Wi-Fi Settings.

Are the network name (SSID), security protocol (authentication method), encryption method, and security key configured correctly?

The settings for the ScanSnap such as the network name (SSID), security protocol (authentication method), encryption method, and security key need to match with the settings for the wireless access point.

Check the Wi-Fi settings for the ScanSnap, and configure again if necessary.

For details, refer to Checking the Wi-Fi Settings.

For details about how to check the Wi-Fi settings, refer to the ScanSnap Wireless Setup Tool Help.

For details about how to start ScanSnap Wireless Setup Tool, refer to Configuring the Wi-Fi Settings.

Note that if you do not know the network name (SSID) or security key of the wireless access point, refer to the manuals of the wireless access point, or contact the manufacturer.

Are the ScanSnap and wireless access point distant from each other? Also, is there anything that may block the signal (such as walls and metal boards), or an electromagnetic source?

The signal between the wireless access point and the ScanSnap is weak, or there may be some signal interference.

On the touch panel of the ScanSnap, check the signal status with the icon that is displayed in the upper left of the home screen.

Icon

Signal Status

Signal Strength (Strong)

Signal strength: Strong

Signal Strength (Medium)

Signal strength: Medium

Signal Strength (Weak)

Signal strength: Weak

No signal

No signal

Searching/Not specified

Searching for a wireless access point/No wireless access point specified

Check the signal status by using ScanSnap Wireless Setup Tool.

For details, refer to the ScanSnap Wireless Setup Tool Help.

For details about how to start ScanSnap Wireless Setup Tool, refer to Configuring the Wi-Fi Settings.

If the signal status is not fine, move the ScanSnap and the wireless access point to different locations.

  • Move the ScanSnap closer to the wireless access point.

  • Move the ScanSnap and the wireless access point away from the following items:

    • Obstacles that may block the signal (for example, walls and metal boards)
    • Devices that may cause signal interference (for example, microwaves and cordless phones) and wireless devices
  • Change the direction of the ScanSnap.

HINT
  • Even if the signal status is fine, communication within the range of a certain frequency or in certain wireless channels may become unstable due to signal interference such as noise.

    Do not select [Automatic] for the frequency to connect the ScanSnap. Select [2.4GHz] or [5GHz] depending on where you use the ScanSnap.

    For details, refer to Changing the Frequency for Connecting the ScanSnap.

    Change the value of the wireless channel on the wireless access point if necessary.

    For details, refer to the manual of your wireless access point.

Also, communication in certain wireless channels may become unstable due to signal interference such as noise.

Change the value of the wireless channel on the wireless access point.

 

 

If the problem persists, check the next "Have you configured any communication authorization settings on the wireless access point?" troubleshooting suggestion or onwards to solve the problem.

Have you configured any communication authorization settings on the wireless access point?

If the settings are configured in the ways below on the wireless access point, follow the solutions accordingly.

  • Communication between wireless devices is disabled (for example, because of a privacy separator function or a port separator function)

    Enable communication between wireless devices on the wireless access point.

  • When the SSID broadcast, such as ANY connection, is disabled

    Enable the SSID broadcast on the wireless access point. Otherwise, configure the Wi-Fi settings manually.

  • When the protocol filter function is configured

    Configure the protocol on the wireless access point.

  • When the stealth function is configured

    Disable the stealth function, and then configure the Wi-Fi settings again using the WPS function. Otherwise, configure the Wi-Fi settings manually.

  • When MAC address filtering is configured

    Set the MAC address for the ScanSnap on the wireless access point, and then configure the Wi-Fi settings again.

In addition, the set channel may be used with another wireless access point.

In this case, change the value of the wireless channel on the wireless access point.

For details about the settings of the wireless access point, refer to your wireless access point manual.

Are you using a public wireless LAN service?

In a public wireless LAN environment, the ScanSnap cannot be connected from a computer or a mobile device because the privacy separator function is usually set to enabled.

Use the ScanSnap in Direct Connect mode without a wireless access point.

Connect the ScanSnap to a network other than a public wireless LAN.

For details, refer to Changing the Connection Method from Access Point Connection to Direct Connection.

If you connect the ScanSnap to a public wireless LAN by mistake, the ScanSnap cannot be used in Direct Connect mode in the environment. Perform one of the following:

  • Delete unnecessary wireless access points by using ScanSnap Wireless Setup Tool.

  • Switch to the Direct Connect mode manually.

For details, refer to the ScanSnap Wireless Setup Tool Help.

For details about how to start ScanSnap Wireless Setup Tool, refer to Configuring the Wi-Fi Settings.

Did you select the ScanSnap that you are using in the [Select a scanner] list in ScanSnap Home?

Make sure that the ScanSnap that you are using is selected in the [Select a scanner] list in the following procedure.

Windows
  1. Click the [Scan] button in the upper left of the main window of ScanSnap Home to display the scan window.

    If the main window is not already displayed, refer to To Display the Main Window.

  2. Check that the ScanSnap that you are using is displayed in [Select a scanner].

    If another ScanSnap unit is selected, select the ScanSnap that you are using.

Mac OS
  1. Click the [Scan] button in the upper left of the main window of ScanSnap Home to display the scan window.

    If the main window is not already displayed, click the [ScanSnap Home] icon ScanSnap Home Icon in the application list that appears when you click Launchpad in the Dock.

  2. Check that the ScanSnap that you are using is displayed in [Select a scanner].

    If another ScanSnap unit is selected, select the ScanSnap that you are using.

 

Has the ScanSnap ever been connected to any other computers via Wi-Fi?

You can register the information of only one computer on the ScanSnap.

By using ScanSnap Wireless Setup Tool, register the information of the computer on the ScanSnap for connection.

For details, refer to the ScanSnap Wireless Setup Tool Help.

For details about how to start ScanSnap Wireless Setup Tool, refer to Configuring the Wi-Fi Settings.

Have you registered the information of the computer to be connected to the ScanSnap via Wi-Fi?

By using ScanSnap Wireless Setup Tool, register the information of the computer on the ScanSnap for connection.

For details, refer to the ScanSnap Wireless Setup Tool Help.

For details about how to start ScanSnap Wireless Setup Tool, refer to Configuring the Wi-Fi Settings.

Is the connection to the ScanSnap blocked by a firewall?

Windows

Perform one of the following:

  • When a connection to ScanSnap Home is blocked by Windows Firewall

    Allow a connection with the port numbers that are used with ScanSnap Home in the Windows Firewall settings.

    For details, refer to To Allow Connection with Port Numbers in the Firewall Settings.

  • When the network connection for "ScanSnap Home" is blocked by security software

    Check the firewall settings of your security software.

    For details about configuring the firewall settings (such as registering firewall exceptions), refer to your security software manual or Help.

Mac OS

If a firewall is enabled, the connection to the ScanSnap may be blocked.

Check the firewall settings.

 

Is a folder which ScanSnap Home uses being monitored by an antivirus software? (Windows)

If you use an antivirus software, configure the settings so that the following files and folders are not monitored.

Files which should not be monitored by an antivirus software
  • PfuSsMon.exe

  • PfuSshImgProc.exe

  • PfuSshImgMonitor.exe

  • SshRegister.exe

Folders which should not be monitored by an anti-virus software
  • C:\Users\<UserName>\AppData\Local\Temp\ScanSnap Home

  • C:\Users\<UserName>\AppData\Local\Temp\MULTIPROCESSTEMP

  • C:\Users\<UserName>\AppData\Local\Temp\SSRawData

  • C:\Program Files\PFU\ScanSnap\Home (32-bit operating system)

  • C:\Program Files (x86)\PFU\ScanSnap\Home (64-bit operating system)

For details about how to configure the antivirus software settings, refer to the manual of the antivirus software that you are using.

Is [Direct Connect mode] selected for [Wireless mode fixed setting] in ScanSnap Wireless Setup Tool?

If you connect the ScanSnap and the computer via a wireless access point, you need to change the wireless mode to [Auto mode] or [Access Point Connect mode] using ScanSnap Wireless Setup Tool.

For details, refer to the ScanSnap Wireless Setup Tool Help.

For details about how to start ScanSnap Wireless Setup Tool, refer to Configuring the Wi-Fi Settings.

Is ScanSnap Wireless Setup Tool started on the computer?

Connect the ScanSnap to the computer after exiting ScanSnap Wireless Setup Tool on the computer.

Is the specified receiving port number used by another application?

If the specified receiving port number is used by another application, ScanSnap Home cannot receive the information that the ScanSnap is turned on.

Change the port number in the following procedure:

Windows
  1. Display the main window of ScanSnap Home.

    For details, refer to To Display the Main Window.

  2. Select [Settings] in the menu [Preferences] to display the preferences window.

  3. Select the ScanSnap that you are using from the list of ScanSnap units that is located in [Scanner information] in the [Scanner] tab.

    HINT
    • The [Scanner] tab can be displayed from the ScanSnap Home menu which appears when you right-click the ScanSnap Home icon in the notification area, at the far right of the taskbar on the computer.

      For details about ScanSnap Home menus, refer to ScanSnap Home Icon and ScanSnap Home Menus.

  4. Change the port number for [Port number for startup notice] in [Network settings].

If you change the port number for the startup notice, you also need to change the sending port number for the ScanSnap.

  1. On the touch panel of the ScanSnap, press Settings in the home screen.

  2. Press Wi-Fi settings.

  3. Press [Port number for startup notice].

  4. Change the port number for [Port Number].

If you change the port number for the startup notice, you also need to change the sending port number for the ScanSnap.

For details about how to change the sending port number for the ScanSnap, refer to the ScanSnap Wireless Setup Tool Help.

For details about how to start ScanSnap Wireless Setup Tool, refer to Configuring the Wi-Fi Settings.

Mac OS
  1. 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.

  2. Select [ScanSnap Home] on the menu bar [Preferences] to display the preferences window.

  3. Select the ScanSnap that you are using from the list of ScanSnap units that is located in [Scanner information] in the [Scanner] tab.

    HINT
    • The [Scanner] tab can be displayed from the ScanSnap Home menu which appears when you click the ScanSnap Home icon at the far right of the menu bar on the computer.

      For details about ScanSnap Home menus, refer to ScanSnap Home Icon and ScanSnap Home Menus.

  4. Change the port number for [Port number for startup notice] in [Network settings].

If you change the port number for the startup notice, you also need to change the sending port number for the ScanSnap.

  1. On the touch panel of the ScanSnap, press Settings in the home screen.

  2. Press Wi-Fi settings.

  3. Press [Port number for startup notice].

  4. Change the port number for [Port Number].

If you change the port number for the startup notice, you also need to change the sending port number for the ScanSnap.

For details about how to change the sending port number for the ScanSnap, refer to the ScanSnap Wireless Setup Tool Help.

For details about how to start ScanSnap Wireless Setup Tool, refer to Configuring the Wi-Fi Settings.

 

Connect the ScanSnap and the computer by specifying the IP address of the ScanSap

Refer to the following, and connect the ScanSnap and the computer by specifying the IP address of the SanSnap.

Reconnecting the ScanSnap and a Computer by Specifying the IP Address of the ScanSnap

Are there network security restrictions?

Contact the network administrator.

Contact your network administrator if IEEE 802.1X authentication is used.

Check the following with your network administrator:

  • Whether the Wi-Fi settings are the same as the settings on the authentication server

  • Whether the network environment for the authentication server is normal

  • Whether the authentication server and the wireless access point are connected correctly

  • Whether the certificate is valid

    Example: Whether the certificate has not been revoked or has not been expired

  • Whether the CN (CommonName) for the certificate is within 64 bytes if [EAP-TLS] is selected for the authentication method.