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Troubleshooting
Troubleshooting your scanner
This section describes trouble-shooting procedures for the most common issues that can arise with your scanner. Please look for a problem description that
matches your actual situation. If found, perform the recommended trouble-shooting procedures before requesting a service call.
Technical Service
In some cases you may need technical assistance. You should contact your service provider if one or more of the following cases is true:
The error cannot be remedied through the action suggested on your screen.
The error and its remedy is not described in this users guide.
The system fails to report the error on your screen.
NOTE: See your manufacture's website for service provider contact information.
In order to get the best and fastest solution to your problem, you should prepare as much information as
possible before calling your service provider for technical assistance.
1.
Write down your scanner model name and serial number. The serial number is printed on the label
on the underside of the scanner's lid. Open the lid to view the label.
2.
Write down your Firmware and software versions: If your software interface is up and running select:
-> About
Write down your Contex LINK (client software) version – Open the Contex LINK software on your PC. The version number is displayed at the top.
3.
Write down the scanners IP address. This could be useful for getting remote support online. To see the scanner's IP select
4.
-> Scanner -> Network
5.
To help technical service solve the issue as fast as possible, you can additionally provide log files containing important data from your scanner.
6.
To supply the scanner logs:
7.
Select the Settings icon:
8.
Select your method for saving or sending the log files:
a.
Select Send info by email to send log files to support@contex.com. This requires that the outgoing email server settings are applied and your
scanning is running. See section Installation for details.
b.
Choose Save info to USB to copy the log files to a USB key that you insert in the scanner top.
-> Scanner -> Service
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