Assumptions
- The scanner is connected to a dedicated intel computer
- The user has created a ticket and has followed the instructions above (see General Ticketing Process when Installing a New Scanner section in KB0015064)
- The user has purchased the driver, knows where it is located and has complete access to it
- The user has access to Perceptive Content and has informed the Imagine about the new scanner install
- The ITCS team has created this document with instructions on how to install the Kofax drivers
- CSSIT-KofaxInstallation-280521-1014-21458.pdf
- Please contact ITCS for access to the document if needed
Setting up new scanner machines
New scanner machines have to be setup as follows:
- Login to the workstation machine where the scanner will be attached to as local admin account (LA-) and not as a privileged user (PVT-) even if that PVT account belongs to the local admin group
- Install Perceptive Content Client (through BigFix) or skip this step if the PC Client has been installed already
- Plug in the scanner
- Install ISIS driver based on the scanner model and OS installed on the machine
- Install KOFAX VRS driver based on the scanner model and OS installed on the machine
- Run the driver zip file to unzip the installation files.
- Run the setup.exe file.
- Reboot.
- Register the product. Use any of the values as needed to complete the registration on the workstation
- Test scanner connectivity and KOFAX VRS by opening either KOFAX VC Demo or KOFAX Test Console
- Make sure the scanner can actually scan documents to either of the two tools mentioned above
- Once the scanner can scan documents to the Kofax VC Demo or Kofax Test Console, re-assign the ticket to the Imagine team so that they can make sure that the respective capture profiles are successfully pushed from the server
Troubleshooting
- After the scanner has been installed and tested successfully it is very uncommon that it presents issues. If, however, the scanner users report issues with the scanner the following questions could help narrow down the specific issue:
- What is the situation happening with the scanners?
- Are there error messages? please send us a screen shot
- Does this happen to all scanners or only to one specifically?
- Have there been changes to the dedicated scanner machine? If so, what changes?
- What are the exact error messages or steps that lead to the scanner not working?
- What was changed in the scanner machine? User profiles? Access? Drivers
- Please send us a screenshot of the issue and steps that lead to this issue
- Canon issues. We have noticed, however, that the Canon scanners need more frequent maintenance than Fujitsu scanners. End users are responsible for this maintenance.
- Very important. We have also noticed that one of the main causes of issues with scanners or scanner machines is the frequent Windows update which overwrites and removes users permissions and thus renders scanning impossible. Please review kb article KB 0012607 Windows updates pushing Group Policy badly affects end user rights on scanner machines for more info on this
- Scanned documents include a "demo" logo. Go the Kofax management console and switch the check box from "Demo on" to "Demo off"
- Every time we scan documents the system asks for a license. Please review KB0012607 Windows updates pushing Group Policy badly affecting end user rights on scanner machines for how to fix this. It appears that along with Windows Updates a Group Policy was also pushed, affecting end user rights
- My scanner is not working. Check the power first. Power off your scanner, and then your computer. Power up your scanner, and then your computer. If the power cycles do not restore your ability to scan, call your technical support for hardware check.
- My scanned images are of poor quality. There are several possible reasons.
- First check the resolution settings on your scanner. The recommended resolution for scanning is 150 dpi and Fine for faxing.
- The poor quality of the scan could also be due to the quality of the document you are scanning.
- Finally, check to see if your scanner needs to be serviced. Contact your local IT support for an initial review.
- Re-imagining scanner machines. Several types of errors can be found in this scenario.
- Error. No device found when trying to scan
- Error 20393. Unknown ISIS error
- Error 20013 - Device not reserved
- Solution. Contact the Imagine team for an evaluation. Most likely the Kofax driver will have to be uninstalled, reinstalled. Please review this document created by the ITCS team with instructions on how to install the Kofax drivers
- CSSIT-KofaxInstallation-280521-1014-21458.pdf
- Please contact ITCS for access to the document if needed
- Solution. Contact the Imagine team for an evaluation. Most likely the Kofax driver will have to be uninstalled, reinstalled. Please review this document created by the ITCS team with instructions on how to install the Kofax drivers
Best practices for scanning performance
Below are best practices developed by Hyland, the makers of Perceptive Content Software based on experience deploying and supporting CaptureNow in customer environments.
Allocate at least 2 GB of RAM to the scanning computer. As images are scanned, they are stored in memory, written to the hard drive, and then uploaded to the server. The more memory available to the scanner, the fewer times it has to write those images to the file system.
If business needs allow, scan in Black and White at 200 dpi. Higher resolution, grayscale and color increase the size of the stored image, which slows down the upload process. However, optimal patchcode recognition occurs at 240 dpi, and optimal OCR results occur at 300 dpi.
Use a USB 2.0 connection to connect the scanner to the scanning station.
Verify that the scanning computer is using the latest ISIS drivers for the scanner model.
If a full antivirus scan is performed regularly on the ImageNow Server computer, exclude the Scanned folder within the user's workpath on the scanning computer from real-time antivirus scanning. If this folder is not excluded, then each page will be examined by the antivirus software during scanning, which can slow down the scanning process.
The work path for a Perceptive Content user can be found by clicking About on the Perceptive Content Client login dialog box.
