Scanning Troubleshooting – Windows

If you are experiencing issues scanning documents into RevolutionEHR, follow the troubleshooting steps below.

Instructions

If Your Scanner Was Working Before but Has Stopped

1. Update your computer.
   • Install all available Windows updates, including optional updates.
   • Restart your computer after the updates are complete.
2. Update your browser and clear its cache.
   • Verify that your browser is up to date.
   • Clear your browser's cache.
   • Close and reopen your browser.
3. Uninstall and reinstall the Dynamsoft TWAIN scanning software.
   • On your computer, search for Add or Remove Programs.
   • Locate TWAIN Dynamsoft in the list of installed programs.
   • Select the program and uninstall it.
   • Log back into RevolutionEHR.
   • Navigate to Patients > Select a Patient > Documents/Images > Scan.
   • Follow the prompts to download and reinstall the scanning software.
   • Close and restart your browser after installation.
4. Contact Customer Support.
   • If scanning still does not work after completing these steps, contact RevolutionEHR Customer Support for further assistance.

If Your Scanner Freezes While Scanning

If your scanner freezes during the scanning process, try the following troubleshooting steps:

1. Update your scanner's TWAIN driver.
   • Visit your scanner manufacturer's website.
   • Search for your scanner's specific model and the latest compatible TWAIN driver.
   • Download and install the most recent compatible driver.
2. Check for Windows updates.
   • Verify that your computer has all available Windows updates installed.
   • Include optional updates.
   • Restart your computer after installing updates.
3. Update your browser.
   • Verify that your browser is running the latest version.
   • Close and reopen your browser after updating.
4. Contact Customer Support.
   • If your scanner continues to freeze after updating the scanner driver, computer, and browser, contact RevolutionEHR Customer Support for additional assistance.

Additional Information

Scanner Compatibility

• Verify that your scanner is TWAIN compatible.
• Confirm that your scanner is compatible with your computer's operating system.
• Check the scanner manufacturer's website for compatibility information and system requirements.
• If your operating system is not supported, you may need to use a compatible computer.
• Fujitsu ScanSnap scanners are not TWAIN compatible, as noted in the RevolutionEHR Scanner Setup documentation.

Scanner Connection

• Open Windows Settings > Bluetooth & devices > Printers & scanners and verify that your scanner appears in the list of available devices.
• Determine whether your scanner connects through Wi-Fi or USB.
• Verify that your scanner is properly connected to your computer or network.
• If you cannot scan documents into RevolutionEHR or directly to your computer, contact your IT team to troubleshoot the scanner connection.

Scanner Drivers

• Verify that the correct scanner driver is installed.
• Visit the scanner manufacturer's website to locate the latest compatible TWAIN driver for your scanner model and operating system.
• Follow the manufacturer's instructions to install or update the driver.

Related Articles

• Scanner Setup
• Scanner Instructions
• Repeated TWAIN Plugin Download Prompts When Scanning
• Scan Button Missing in Documents
• Clear Computer Cache

If you continue to experience scanning issues after completing the troubleshooting steps, please contact RevolutionEHR Customer Support.