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SmartSource Elite Series - Installation & Operations Guide
Detailed troubleshooting chart
For more-detailed descriptions of how to resolve operating errors, please refer to the following
troubleshooting chart.
Problem Topic
Condition/Problem
Power Supply
Scanner will not power
up. Blue LED in
function switch is not
lit, scanner is off.
Green LED on power
supply 'brick' is lit, but
scanner will not power
up
USB Issues
Host PCB does not
recognize the scanner
as a USB device
Unit is not
recognized as Digital
Check SmartSource
Elite
Unusual Noises
Noises while feeding
Clicking or ticking
noises as document
travels in track
Indicators / Controls
Power light does not
come on
Items do not feed when
switch is pressed
Frequent Jams or
Track stops frequently
Stops
with the same error
message
Track stops/fails to
start with a 'document
in track' message
January 2017
Possible Cause
Corrective Action
Not plugged into AC
Plug into a known-good AC outlet and/or connect
AC cord with power 'brick'.
outlet, or AC cord not
plugged into power
'brick'
Non-functioning AC
Verify AC outlet is OK, try a different AC outlet
outlet
Replace power supply 'brick'
Defective power supply
'brick' – green LED on
power supply is not lit.
If the power supply 'brick' works correctly with a
Internal fault in the
scanner
different scanner, the original scanner requires
ASP service or replacement.
Incorrect or defective
Check USB cable for damage. Cable should be to
USB 2.0 standard or better – replace if in doubt.
USB cable
Excessive cable length
Maximum length for any single USB 2.0 cable is
15 feet (5 meters). The use of USB extension
cables and/or USB hubs and/or plug/cable
adapters may cause USB failures.
PC has lost or failed to
Re-initialize the USB system by shutting down the
host PC (Note – the 'restart' function of the host
maintain the USB
connection
PC will not complete this process, the PC must be
shut down entirely.)
This should be an isolated event – if this
correction is required repeatedly, there may be a
defect in the host PC.
Unit was connected to
Disconnect unit, then install SmartSource Elite
PC before USB driver
driver software
software was loaded
In Device Manager, ensure "SmartSource
SmartSource
Pro/Value" appears/disappears from Jungo folder
Pro/Value driver may
not be installed/loaded
when unit is turned on/off. Update or reinstall
SmartSource Elite software as needed.
Worn/soiled/damaged
Replace
feed wheels
Obstruction in
Inspect track, remove debris.
document track
See 'Power Supply' conditions, above. Also, refer
Multiple causes
to 'Using the power/stop-start button'
Refer to 'Power Switch Function' Using the
Switch is not being
operated correctly
power/start-stop button / meaning of the status
light
Application is not ready
Consult application documentation
Error message (in
Use error message to identify the appropriate
Update Monitor) will
problem area
indicate the cause of
the repeated problem
Document or debris is
Inspect and clear as required.
stopped in track and
blocking track sensor
Several different jams
Consult with your IT or application provider to
are "mapped" into this
analyze error codes.
single message, a
"decoding" effort will
reveal what area of the
track reported the jam
8227 4907-003
Page 28 of 32
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