Scanner, Tablet PC FAQs

 

General

Q. How do I set up the devices?
A. For details on how to do this, see here.

 

Q. How do I use the Scanner?
A. For details on how to do this, see here.

 

Error messages

Q. "ScanSnap power has been cut off" error message comes up. What should I do?
A.

  • Close the cover of the Scanner, and then open it again.
  • Is the Tablet PC not placed in the docking station? Please use the Tablet PC with connected to the docking station.
  • Please try disconnecting and reconnecting the different cables (power, USB) and the docking station. For more details, see here.
  • Please try restarting the devices.

 

Q. "Your battery has experienced permanent failure and needs to be replaced." error message comes up. What should I do?
A. Please contact the Sansan support center.

 

Scanner

Q. The Wi-Fi lamp is flashing orange. What should I do?
A. Turn off the Wi-Fi switch on the back of the Scanner.

 

Q. The orange lamp on the square scan button is flashing orange. What should I do?
A.

  • Please try opening and closing the Scanner cover. For more details, see here.
  • Please try disconnecting and reconnecting the different cables (power, USB) and the docking station. For more details, see here.
  • Please try restarting the devices.

 

Q. The Scanner is not working, or the scanner is not being recognized. What should I do?
A.

  • Please try closing and opening the cover of the Scanner.
  • Is the Tablet PC not placed in the docking station? Please use the Tablet PC with connected to the docking station.
  • Please try disconnecting and reconnecting the different cables (power, USB) and the docking station. For more details, see here.
  • Please try restarting the devices.

 

Q. The scanner is jamming, or the cards do not come out correctly. What should I do?
A. Pull the lever towards you, open the Scanner cover, and take out the jammed business card. For more details, see here.

 

Q. On the business cards we scan, a line is appearing. What should we do?
A. There may be some dust or object inside the Scanner causing this. Pull the lever of the Scanner towards you, open the cover, and clean it. Also, use a dry cloth to wipe the glass surface. For more details, see here.

 

Q. The business card I scanned is displayed crooked. What should I do?
A. There may be some dirt in the reading portion of the Scanner. Open the cover of the Scanner, and wipe the plastic roller with a clean cloth. For more details, see here.

 

Tablet PC

Q. The screen went black (dark), and does not respond to touch. What should I do?
A. Hold down the power switch and restart it. For more details, see here.

 

Q. The Tablet PC has frozen, or does not work. What should I do?
A. Hold down the power button for 30 seconds to one minute. After that, turn the power on again.

 

Q. There is no power to the PC, or it does not start. What should I do?
A. The PC may not be charged. Please disconnect and reconnect the cables (power cords and USB cables), and disconnect and reconnect the docking station, and then try to turn the power on. For more details, see here.

 

Q. "Not connected" is displayed in the lower left. What should I do?
A.

  • Press “Sync” in the upper right.
  • Please try disconnecting and reconnecting the cables and the docking station. For more information, see here.
  • Please try restarting the Tablet PC. If you are using wired LAN, please check to see if the Wi-Fi of the tablet is off. (When using wired LAN, if the Wi-Fi is on, it will not connect).
  • If you cannot fix this using the information above, please check the network settings of your company.

 

Q. LAN is not recognized (for wired LAN).
A.

  • Please try disconnecting and reconnecting the different cables (power, USB) and the docking station. For more details, see here.
  • Please try restarting the devices.
  • Please check the network settings of your company.

 

Q. Updated users or departments are not reflected to the Tablet PC. What should we do?
A. Press the "Sync" button in the upper right.

 

Q. Tags are not being displayed. What should we do?
A. Press the "Sync" button in the upper right.

 

Q. I want to turn off the power of the PC.
A. Please leave it on so that the automatic updates of the security software can be done.

 

Q. I would like to change (add, edit) the department display.
A. After doing the settings from Sansan for PC, press the "Sync" button on the Tablet PC. For more details, see here.

 

Q. I would like to make tags from the tablet PC. What should I do?
A. Only My tags (private tags) can be made from the Tablet PC. We recommend making tags from Sansan for PC. For more details, see here.

 

Q. How can I check the MAC address?
A. For details on how to do this, see here.

 

Q. How can I adjust the volume and turn on the mute?
A. For details on how to do this, see here.

 

Q. How can I put it in sleep mode?
A. Basically we do not recommend doing this. (It may not work correctly if this is done). * Please do not activate the sleep mode.

 

Q. Even after I connected the communication card to the Tablet PC, there is no connection.
A.

  • Please try restarting the Tablet PC. For Lenovo PCs, it is necessary to insert the communication card while the power is off.
  • Please try disconnecting and reconnecting the communication card. Also, please try using another USB port.
  • Please try disconnecting and reconnecting the docking station.

If it still does not work, please try the methods here.

 

Q. When scanning, a pop-up for Scan for Trees comes up. Can I turn this off?
A. Unfortunately, this cannot be turned off. When it comes up, press the X in the upper right to close it. For more information about Scan for Trees, see here.

 

Loss, damage

Q. I lost or damaged one of the cables. What should I do?
A. Please contact the Sansan support center.

 

Q. We broke the Tablet PC. What should we do?
A. Please contact the Sansan support center.

 

Scanning, digitize

Q. Can we scan paper other than business cards, or business cards of non-standard sizes?
A. No you cannot. Only business cards will be digitized. When scanning non-standard size cards, use you either your smartphone or one of the methods shown below.

  • Oversized business cards can be copied to a smaller size and then scanned.
  • Undersized business cards can be put into the clear plastic file attached to the Scanner and then scanned.

 

Q. I want to cancel a card I scanned (not send it to the center). How can I do this?
A.

  • Unsent cards can be cancelled. See here for how to do this.
  • Once cards have been sent to the center, they cannot be cancelled. Please delete them after they have been digitized.

 

Q. If I scan the same card twice, will I still be charged for it?
A. Yes, there is still a charge for this. You will be charged for the number of cards scanned. For how to check the number scanned, please see here.

 

Security software

Q. What security software is installed in the Tablet PC?
A. Windows Defender is installed. (Depending on when the Tablet was shipped, some devices may have Microsoft Security Essentials or ESET Endpoint Security installed).

 

Q. Can we use the Tablet PC with security software besides the software installed on it?
A. Basically we ask that you not do this, as it may interfere with regular operation. If you use security software other than the one installed on it originally, we cannot provide support, and you would need to take responsibility for it on your end.

 

Other

Q. Is it ok to create a Windows account?
A. Basically, we recommend not doing this. If in the event it does not work correctly, and you have changed the settings from when it was shipped, we can no longer provide support, so you will need to take responsibility for it in your company.