This section describes trouble-shooting procedures for the most common issues. Please look for a problem description that matches your actual situation. If

found, perform the recommended trouble-shooting procedures.

3.1.1 Technical Support

In some cases you may need technical assistance.

In order to get the best and fastest solution to your problem, you should prepare as much information as possible before requesting a support ticket.

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

3. Write down your Contex LINK (client software) version – Open the Contex LINK software on your PC. The version number is displayed at the top.

4. Write down the scanners IP address. This could be useful for getting remote support online. To see the scanner's IP select

-> 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