Fujitsu ScanSnap iX500 Manual
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Fujitsu ScanSnap iX500 Manual

Color image scanner
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See also: Basic Operation Manual , Operator's Manual
P3PC-4222-01ENZ0

Troubleshooting

(installation)

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Summary of Contents for Fujitsu ScanSnap iX500

  • Page 1: Troubleshooting

    P3PC-4222-01ENZ0 Troubleshooting (installation)

  • Page 2: Introduction

    Introduction Thank you for purchasing the color image scanner ScanSnap iX500 (hereinafter referred to as "the ScanSnap"). This manual provides information about resolutions for troubles that you may have upon installing the software bundled with the ScanSnap, and how to install and uninstall the software.

  • Page 3: Manufacturer

    Included in the package. start using the product because it contains important information about the safe use of the ScanSnap. ScanSnap iX500 This manual explains about the Getting Started ScanSnap package contents, Select [Start] menu → [All Programs] → software installation, connecting [ScanSnap Manager] →...
  • Page 4 Introduction Manual Description Location Troubleshooting Read this manual when you Refer to this Help by either of the following (installation) (this manual) failed to install the software or methods: when the ScanSnap does not operate normally after software installation. It explains about ●...

  • Page 5: Structure Of This Manual

    Introduction Manual Description Location ScanSnap Wireless Setup Read this Help file when Refer to this Help by either of the following Tool Help questions or problems methods: regarding operations arise. This Help file explains about scanner operations, operational ● Press the [F1] key on the keyboard when troubles and their resolution, a dialog box is displayed.

  • Page 6: Screen Examples In This Manual

    Introduction Screen Examples in This Manual Windows screen Microsoft product screenshots are reprinted with permission from Microsoft Corporation. The screenshots used in this manual are of Windows 7. The actual dialog boxes and operations may differ depending on the operating system. ●...

  • Page 7: Abbreviations Used In This Manual

    FineReader for ScanSnap refers to the ABBYY FineReader for ScanSnap bundled with the ScanSnap. Note that ABBYY FineReader for ScanSnap may be upgraded without notice. If the descriptions differ from the actual displayed screens, refer to ABBYY FineReader for ScanSnap Help. ScanSnap Color Image Scanner ScanSnap iX500...

  • Page 8: Table Of Contents

    Contents Introduction ................... 2 Trademarks .................. 2 Manufacturer ................3 Manuals ..................3 Structure of This Manual ............5 Arrow Symbols in This Manual ..........5 Screen Examples in This Manual ..........6 Abbreviations Used in This Manual ........... 7 Troubles and Resolutions in Windows ........
  • Page 9 Contents Displaying the ScanSnap Manager icon ......... 33 When ScanSnap Manager does not operate normally .... 34 Checking the connection between the ScanSnap and the computer ..34 Checking if ScanSnap Manager is operating normally ....... 34 If you failed to install Evernote for Mac ........35 Installing the Software ...............
  • Page 10 Contents Index .................... 79...

  • Page 11: Troubles And Resolutions In Windows

    Troubles and Resolutions in Windows This chapter explains about the resolutions for troubles that you may have upon installing or uninstalling the bundled software in Windows. How to find your resolution ............12 If your first attempt to install failed ..........13 If you have installed the software before ........

  • Page 12: How To Find Your Resolution

    How to find your resolution How to find your resolution When you have trouble installing the software successfully or the ScanSnap does not operate normally after installation is complete, refer to the flow chart below for troubleshooting. Have you installed the software before? Is the installation complete?

  • Page 13: If Your First Attempt To Install Failed

    If your first attempt to install failed If your first attempt to install failed This section explains how to troubleshoot when you failed to install the bundled software the first time. If you have installed any software bundled with the ScanSnap (including models other than iX500) before, refer to "If you have installed the software before"...

  • Page 14: If You Have Installed The Software Before

    If you have installed the software before If you have installed the software before This section explains how to troubleshoot when you failed to reinstall the software in a computer in which the software bundled with the ScanSnap (including models other than iX500) has been installed before.
  • Page 15 If you have installed the software before 3. Select the software to uninstall. The following software must be uninstalled: – ScanSnap Manager – ScanSnap Organizer – CardMinder HINT To uninstall more than one software, repeat steps for each software. 4. Click the [Uninstall] button. aA confirmation message appears.

  • Page 16: Removing The Installation Information

    Remove the installation information in the following procedure. ATTENTION If you cannot successfully remove the installation information, contact your FUJITSU scanner dealer or an authorized FUJITSU scanner service provider. Log on as a user with Administrator privileges.
  • Page 17 If you have installed the software before Start up the tool for removing the installation information. ● For Windows 7 / Windows Vista 1. From Windows Explorer, open the [Tool] folder in the Setup DVD-ROM. 2. Right-click "SSClean.exe" and select [Run as administrator] from the displayed menu.
  • Page 18 If you have installed the software before 3. Click the [Yes] button to remove and the [No] button to keep the profile information. ATTENTION If the problem persists when you kept the profile information then reinstalled the software, try again after removing the profile information. aThe installation information is removed, and the following message appears.
  • Page 19 If you have installed the software before ● ScanSnap Organizer/CardMinder 1. Select [ScanSnap Organizer] or [CardMinder], and click the [Remove] button. aA confirmation message appears. 2. Click the [Yes] button. aThe installation information is removed, and the following message appears. 3.

  • Page 20: Installing The Software From The [Scansnap Setup] Dialog Box

    If you have installed the software before Confirm that the installation folder no longer exists. If the [ScanSnap] folder remains in the following location, rename the folder (e.g. [- ScanSnap]). This folder can later be deleted once the installation is successfully completed.
  • Page 21 If you have installed the software before Click the [Install Products] button. aThe [Install Products] dialog box appears. Click the [ScanSnap] button. aThe [ScanSnap] dialog box appears, displaying the [Welcome to the InstallShield Wizard for ScanSnap] screen. Follow the instructions on the screen to continue with the installation.

  • Page 22: Installing One Software At A Time

    If you have installed the software before If you did not perform the procedure in "Removing the installation information" (page 16) and then failed to install the software, perform the following procedures again: ● "Uninstalling the software" (page 14) ● "Removing the installation information"...
  • Page 23 If you have installed the software before Install one of the software above, and then install the following application. ● ScanSnap Online Update DVD-ROM drive:\Software\Online Update\Setup.exe aThe setup dialog box appears. Follow the instructions on the screen to continue with the installation. If you cannot proceed further because a message appears to indicate that the software is already installed, start over again from the procedure in "Uninstalling the...

  • Page 24: When The Scansnap Manager Icon Does Not Appear

    When the ScanSnap Manager icon does not appear When the ScanSnap Manager icon does not appear This section explains how to troubleshoot when the ScanSnap Manager icon does not appear in the notification area even though you installed the software and connected the ScanSnap to the computer.

  • Page 25: When Scansnap Manager Does Not Operate Normally

    When ScanSnap Manager does not operate normally When ScanSnap Manager does not operate normally If the ScanSnap Manager icon is displayed as even though you installed the software and connected the ScanSnap to the computer, perform the following procedures. Removing unnecessary icons from the notification area Check the software icons in the notification area, and exit the software that you are not using.

  • Page 26: Checking If Scansnap Manager Is Operating Normally

    When ScanSnap Manager does not operate normally Checking if ScanSnap Manager is operating normally Close the ADF paper chute (cover)/feed guide then open it again. Make sure to leave at least 5 seconds between closing and opening. If the problem persists, proceed to If you are using a USB hub, connect the ScanSnap to the computer directly with a USB cable.
  • Page 27 When ScanSnap Manager does not operate normally 2. Click the [Check] button on the [Recover] tab, and proceed by following the instructions displayed on the screen. aIf the message "The recommended privileges have been applied." appears, close the ADF paper chute (cover)/feed guide then open it again. Make sure to leave at least 5 seconds between closing and opening.

  • Page 28: Removing The Scansnap's Connection Information

    When ScanSnap Manager does not operate normally Close the ADF paper chute (cover)/feed guide, and restart your computer. If the problem persists, refer to "Removing the ScanSnap's connection information" (page 28). Removing the ScanSnap's connection information The ScanSnap might have been connected to the computer before you installed the software.

  • Page 29: When Scansnap Manager Does Not Operate Normally

    If the above procedures do not solve the problem, please attach the data of your system information to an email and send it to your FUJITSU scanner dealer or an authorized FUJITSU scanner service provider. For details about how to collect system information, refer to "Troubleshooting" in ScanSnap Manager Help.

  • Page 30: When You Cannot Uninstall The Software

    When you cannot uninstall the software When you cannot uninstall the software This section explains how to troubleshoot when you cannot uninstall ScanSnap Manager, ScanSnap Organizer or CardMinder. Restart the computer and log on as a user with Administrator privileges. Remove the installation information.

  • Page 31: Troubles And Resolutions In Mac Os

    Troubles and Resolutions in Mac OS This chapter explains about the resolutions for troubles that you may have upon installing the bundled software in Mac OS. If you have installed the software before ........32 When the ScanSnap Manager icon does not appear ....33 When ScanSnap Manager does not operate normally ....

  • Page 32: If You Have Installed The Software Before

    If you have installed the software before If you have installed the software before This section explains how to troubleshoot when you failed to reinstall the software in a computer in which the software bundled with the ScanSnap (including models other than iX500) has been installed before.

  • Page 33: When The Scansnap Manager Icon Does Not Appear

    When the ScanSnap Manager icon does not appear When the ScanSnap Manager icon does not appear This section explains how to troubleshoot when the ScanSnap Manager icon does not appear in the Dock even though you installed the software and connected the ScanSnap to the computer.

  • Page 34: When Scansnap Manager Does Not Operate Normally

    When ScanSnap Manager does not operate normally When ScanSnap Manager does not operate normally If the ScanSnap Manager icon is displayed as even though you installed the software and connected the ScanSnap to the computer, perform the following procedures. Checking the connection between the ScanSnap and the computer Unplug the USB cable from the computer and the ScanSnap, then plug it back in.

  • Page 35: If You Failed To Install Evernote For Mac

    If you failed to install Evernote for Mac If you failed to install Evernote for Mac If you try to install "Evernote for Mac" that is bundled with the ScanSnap when Evernote for Mac is already installed in your computer, an error message may appear. In that case, perform the following procedure.

  • Page 36: Installing The Software

    Installing the Software This chapter explains how to install the software bundled with the ScanSnap. Installing in Windows ..............37 Installing in Mac OS ..............57...

  • Page 37: Installing In Windows

    Installing in Windows Installing in Windows This section explains how to install the software in Windows. System requirements For the latest information on requirements, please visit the ScanSnap Support Site at: http://scansnap.fujitsu.com/g-support/en/ Windows 8 (*1) Windows 7 Operating system Windows Vista (*2) Windows XP (*3) ®...
  • Page 38 Installing in Windows ATTENTION ● If the system requirements above are not satisfied, the ScanSnap may not operate. ● Do not use the USB port on the keyboard or the monitor to connect the ScanSnap (it may not function properly). ●...

  • Page 39: How To Install The Software

    Installing in Windows How to install the software When you insert the Setup DVD-ROM into the DVD-ROM drive on your computer, the [ScanSnap Setup] dialog box appears. The functions of each button in the [ScanSnap Setup] dialog box are as follows. Button Function Readme...

  • Page 40: Scansnap Software

    Installing in Windows Button Function Install Products Displays the [Install Products] dialog box. ● [ScanSnap] button Installs the following software: – ScanSnap Manager – ScanSnap Organizer – CardMinder – ABBYY FineReader for ScanSnap – ScanSnap Online Update ● [Dropbox] button Opens the Dropbox for Windows download web page.
  • Page 41 Installing in Windows The following software is installed at the same time as the above software: ● ScanSnap Online Update The procedure is as follows. Turn on the computer and log on as a user with Administrator privileges. Insert the Setup DVD-ROM into the DVD-ROM drive. aThe [ScanSnap Setup] dialog box appears.
  • Page 42 Installing in Windows Click the [ScanSnap] button. aThe [ScanSnap] dialog box appears, displaying the [Welcome to the InstallShield Wizard for ScanSnap] screen. Click the [Next] button. aThe [ScanSnap Setup] dialog box appears. Read the message about anti-virus software, and click the [OK] button. aThe [Setup Type] dialog box appears.
  • Page 43 Installing in Windows Click the [Next] button. HINT You can specify the software you want to install and the installation destination by selecting [Custom], and then clicking the [Next] button. aA confirmation about accepting the license agreement appears. Read the "END-USER LICENSE AGREEMENT", select [I accept the terms of the license agreement], and then click the [Next] button.
  • Page 44 Installing in Windows Read the explanation, and then click the [Next] button. aThe [Install Complete] screen appears. Click the [Finish] button. aWhen you have ScanSnap Manager installed, the [ScanSnap - Connecting the ScanSnap] screen appears. When you do not have ScanSnap Manager installed, proceed to step 14..
  • Page 45 Installing in Windows Follow the instructions on the screen to check the connection between the ScanSnap and the computer. aWhen the connection confirmation is complete, the [ScanSnap Wireless Network Setup] screen appears. Select whether you want to configure the wireless settings for connecting the ScanSnap and the mobile device via wireless LAN.

  • Page 46: Dropbox For Windows

    Installing in Windows Remove the Setup DVD-ROM from the DVD-ROM drive. ATTENTION If the installation is not successfully completed, refer to "Troubles and Resolutions in Windows" (page 11). Dropbox for Windows HINT An Internet connection is required to install Dropbox for Windows. The procedure is as follows.

  • Page 47: Evernote For Windows

    Installing in Windows Click the [Dropbox] button. aA web browser starts up and the Dropbox for Windows download web page opens. Download and install Dropbox for Windows. When the installation is complete, remove the Setup DVD-ROM from the DVD-ROM drive. Evernote for Windows The procedure is as follows.
  • Page 48 Installing in Windows Click the [Install Products] button. aThe [Install Products] dialog box appears. Click the [Evernote] button. aThe [Evernote] dialog box appears.

  • Page 49: Sugarsync Manager For Windows

    Installing in Windows Click the [Install Products] button. HINT If you require the latest version of Evernote for Windows, click the [Download latest version] button. A web browser starts up and the Evernote for Windows download web page opens. Download and install Evernote for Windows.
  • Page 50 Installing in Windows Insert the Setup DVD-ROM into the DVD-ROM drive. aThe [ScanSnap Setup] dialog box appears. HINT If the [ScanSnap Setup] dialog box does not appear, double-click "ScanSnap.exe" in the Setup DVD-ROM via Windows Explorer. Click the [Install Products] button. aThe [Install Products] dialog box appears.

  • Page 51: Scan To Microsoft Sharepoint

    Installing in Windows Click the [SugarSync] button. aA web browser starts up and the SugarSync Manager for Windows download web page opens. Download and install SugarSync Manager for Windows. When the installation is complete, remove the Setup DVD-ROM from the DVD-ROM drive.
  • Page 52 Installing in Windows Click the [Install Products] button. aThe [Install Products] dialog box appears. Click the [Scan to Microsoft SharePoint] button. aInstallation starts. Follow the instructions on the screen to complete the installation. Click the [Close] button when the installation complete notification is displayed.

  • Page 53: Trial Software

    Installing in Windows Remove the Setup DVD-ROM from the DVD-ROM drive. HINT For details about how to use Scan to Microsoft SharePoint, refer to the Scan to Microsoft SharePoint User Guide. Click the [Scan to Microsoft SharePoint] button in the [Manuals] dialog box to open the Scan to Microsoft SharePoint User Guide.
  • Page 54 Installing in Windows Click the [Trial Software] button. aThe [Trial Software] dialog box appears. Click the button of the trial software you want to install. aThe link banner of the download web page for the trial software appears at the right of the screen.

  • Page 55: Adobe Acrobat

    Installing in Windows When the installation is complete, remove the Setup DVD-ROM from the DVD-ROM drive. HINT For details about how to use the trial software, refer to the software manual. The manual is installed together with the software. The manuals can be referenced as follows. ●...
  • Page 56 Installing in Windows Click the button for the same language as your operating system for [Select The Language]. aThe Adobe Acrobat X Standard setup dialog box appears. Click the [Next] button. Follow the instructions on the screen to complete the installation. HINT ●...

  • Page 57: Installing In Mac Os

    This section explains how to install the software in Mac OS. System requirements For the latest information on requirements, please visit the ScanSnap Support Site at: http://scansnap.fujitsu.com/g-support/en/ OS X v 10.8 (Recommended: 10.8.1 or later) Operating system Mac OS X v10.7 (Recommended: 10.7.4 or later) Mac OS X v10.6 (Recommended: 10.6.8)

  • Page 58: How To Install The Software

    Installing in Mac OS How to install the software When you insert the Setup DVD-ROM into the DVD-ROM drive on your computer, the [ScanSnap] window appears. The functions of each icon in the [ScanSnap] window are as follows. Icon Function ScanSnap Installs the following software: ●...

  • Page 59: Scansnap Software

    Installing in Mac OS Icon Function Troubleshooting Displays this manual. (installation) Getting Started Displays "Getting Started". Operator's Guide Displays "Operator's Guide". ScanSnap Software HINT When the installation is complete, the [ScanSnap Online Update] window may appear. For details, refer to the ScanSnap Online Update Help.
  • Page 60 Installing in Mac OS Double-click the [ScanSnap] icon. aA confirmation message appears. Click the [Continue] button. aThe [Install ScanSnap] window appears, displaying the [Welcome to the ScanSnap Installer] screen. Click the [Continue] button. aThe [Important Information] screen appears. Read [Important Information], and then click the [Continue] button. aThe [Software License Agreement] screen appears.
  • Page 61 Installing in Mac OS To accept the license agreement, click the [Agree] button. aThe [Standard Install on "disk name"] screen appears. Click the [Install] button. HINT ● You can specify the software you want to install by clicking the [Custom] button. The ScanSnap Manager and ScanSnap Online Update settings cannot be changed.
  • Page 62 Installing in Mac OS Follow the instructions on the screen to check the connection between the ScanSnap and the computer. aWhen the connection confirmation is complete, the [ScanSnap Wireless Network Setup] screen appears. Select whether you want to configure the wireless settings for connecting the ScanSnap and the mobile device via wireless LAN.

  • Page 63: Abbyy Finereader Express Edition For Mac

    Installing in Mac OS Read the explanation, and then click the [Continue] button. aThe message "The installation was successful." appears on the screen. Click the [Close] button. Remove the Setup DVD-ROM from the DVD-ROM drive. ABBYY FineReader Express Edition for Mac The procedure is as follows.
  • Page 64 Installing in Mac OS Double-click the [Other Software] icon. aThe [Other Software] window appears. Double-click the [ABBYY FineReader Express] icon. aThe [ABBYY FineReader Express] window appears.
  • Page 65 Installing in Mac OS Double-click the [ABBYYFineReaderExpress] icon. aThe [Install ABBYYFineReaderExpress] window appears, displaying the [Welcome to the ABBYYFineReaderExpress Installer] screen. Click the [Continue] button. aThe [Standard Install on "disk name"] screen appears. Click the [Install] button. aAn authentication window appears. Enter the user name and password for a user with Administrator privileges, and click the [Install Software] button ([OK] on Mac OS X v10.6).

  • Page 66: Dropbox For Mac

    Installing in Mac OS Remove the Setup DVD-ROM from the DVD-ROM drive. Dropbox for Mac HINT An Internet connection is required to install Dropbox for Mac. The procedure is as follows. Turn on the computer and log in as a user with Administrator privileges. Insert the Setup DVD-ROM into the DVD-ROM drive.
  • Page 67 Installing in Mac OS Double-click the [Dropbox] icon. aA web browser starts up and the Dropbox for Mac download web page opens. Download and install Dropbox for Mac. When the installation is complete, remove the Setup DVD-ROM from the DVD-ROM drive.

  • Page 68: Evernote For Mac

    Installing in Mac OS Evernote for Mac The procedure is as follows. Turn on the computer and log in as a user with Administrator privileges. Insert the Setup DVD-ROM into the DVD-ROM drive. aThe [ScanSnap] window appears. Double-click the [Other Software] icon. aThe [Other Software] window appears.
  • Page 69 Installing in Mac OS Double-click the [Install Product] icon. HINT If you require the latest version of Evernote for Mac, double-click the [Download latest version] icon. A web browser starts up and the Evernote for Mac download web page opens. Download and install Evernote for Mac.

  • Page 70: Sugarsync Manager For Mac

    Installing in Mac OS Drag the [Evernote] icon onto the [Applications] icon. aEvernote for Mac is copied into the [Applications] folder. When the copying is finished, drag the Evernote disk image icon on the desktop into the Trash. Remove the Setup DVD-ROM from the DVD-ROM drive. ATTENTION If the installation is not successfully completed, refer to "Troubles and Resolutions in Mac OS"...
  • Page 71 Installing in Mac OS Double-click the [Other Software] icon. aThe [Other Software] window appears. Double-click the [SugarSync] icon. aA web browser starts up and the SugarSync Manager for Mac download web page opens. Download and install SugarSync Manager for Mac. When the installation is complete, remove the Setup DVD-ROM from the DVD-ROM drive.

  • Page 72: Uninstalling The Software

    Uninstalling the Software This chapter explains how to uninstall the software bundled with the ScanSnap. For details about installation, refer to "Installing the Software" (page 36). Uninstalling in Windows ............. 73 Uninstalling in Mac OS ..............75...

  • Page 73: Uninstalling In Windows

    Uninstalling in Windows Uninstalling in Windows This section explains how to uninstall the following software: ● ScanSnap Manager ● ScanSnap Organizer ● CardMinder ● ABBYY FineReader for ScanSnap ● Evernote for Windows ● Scan to Microsoft SharePoint HINT When you uninstall all the following software, ScanSnap Online Update is also uninstalled. ●...
  • Page 74 Uninstalling in Windows Select the software to uninstall. ● To uninstall ScanSnap Manager Select [ScanSnap Manager]. ● To uninstall ScanSnap Organizer Select [ScanSnap Organizer]. ● To uninstall CardMinder Select [CardMinder]. ● To uninstall ABBYY FineReader for ScanSnap Select [ABBYY FineReader for ScanSnap(TM) 5.0]. ●...

  • Page 75: Uninstalling In Mac Os

    Uninstalling in Mac OS Uninstalling in Mac OS This section explains how to uninstall the following software: ● ScanSnap Manager (page 75) ● CardMinder (page 76) ● ABBYY FineReader for ScanSnap (page 76) ● ScanSnap Online Update (page 77) ● ABBYY FineReader Express Edition for Mac (page 77) ●...

  • Page 76: Cardminder

    Uninstalling in Mac OS Click the [Close] button. HINT If ScanSnap Manager has been configured as a login item with a user account other than the current one, remove it in the following procedure: 1. Log in under the user account where ScanSnap Manager is set as a login item. 2.

  • Page 77: Scansnap Online Update

    Uninstalling in Mac OS From the sidebar in Finder, select [Applications] → [ABBYY FineReader for ScanSnap], and drag the [ABBYY FineReader for ScanSnap] folder into the Trash. Empty the Trash. aThe [ABBYY FineReader for ScanSnap] folder is deleted. ScanSnap Online Update HINT Check that the following software is not installed before uninstalling ScanSnap Online Update.

  • Page 78: Evernote For Mac

    Uninstalling in Mac OS Empty the Trash. a[ABBYY FineReader Express] is deleted. Evernote for Mac Turn on the computer and log in as a user with Administrator privileges. Exit Evernote if it is running. If the Evernote icon ( ) is displayed on the status menu of the menu bar, click the icon and select [Quit] from the menu that appears.
  • Page 79 Index ABBYY FineReader Express Edition for Mac trial software ........53 .
  • Page 80 Troubleshooting (installation) P3PC-4222-01ENZ0 Issue date: September 2012 Issued by: PFU LIMITED ● The contents of this manual are subject to change without notice. ● PFU LIMITED assumes no liability for incidental or consequential damages arising from the use of this product, and any claims by a third party. ●...

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