The following are frequently asked questions about updating the Sansan scanner (tablet PC) to Windows 11 version 25H2.
For the update procedure, please see the following help page.
≫ Updating to Windows 11 version 25H2
Table of Contents
Update notification email
Q: Why did I receive an update notification email? Also, the number of devices I have here doesn't match the number of target devices listed in the email. What should I do?
A: Our system detects the OS version, and this email is sent to customers using a device running a version earlier than Windows 11 version 25H2. Devices already on version 25H2 or that couldn't be detected for reasons such as being powered off, aren't included in this notification. For devices running an earlier version, please perform the update.
Q: I've already performed the update. Why did I still receive the notification email?
A: Our system detects target devices before the email is sent. Please check the device's version by following the preliminary check on the help page. If it's already on version 25H2, the notification was sent because of a timing mismatch, so please disregard it.
Note that if the tablet PC itself or the scanner app hasn't been started after the update, the correct version may not be detected. We apologize for the inconvenience, but please start it once.
Q: I've already requested a device replacement, but the email still arrives listing it as a target device. Could you stop sending these notifications?
A: This email is an automatic notification sent after the system detects target devices, so it cannot be stopped individually. If the pre-replacement device remains within your company, it's reported as a device that hasn't yet been updated. If all target devices have already been requested for replacement, please disregard the notification. Once the replacement is complete, the device is excluded from these notifications.
Q: How can I add, change, or stop the recipients of notification emails?
A: This email is sent to users who have Sansan system administrator privileges. Unfortunately, we don't accept the addition, change, or stopping of notifications for specific users.
Q: By when is action required? Is there a deadline?
A: Microsoft support for Windows 11 version 24H2 will end on October 13, 2026. Please take action with sufficient time before support ends.
Q: Is the update mandatory?
A: If you continue to use an older version, there's a risk that security cannot be maintained. We apologize for the inconvenience, but please perform the update.
Update procedure
Q: Can I perform the update while the scanner is still connected?
A: There's no problem whether you leave the scanner connection cable plugged in or unplug it while performing the update.
Q: During the procedure, a screen telling me to "Sign in to your Microsoft account". What should I do?
A: Tap to "Cancel." Then, continue by following the steps on the help page.
Q: The keyboard can't be displayed, so I can't check the version with winver. What should I do?
A: Press and hold the Windows icon to display the right-click menu, and you can check from Settings > System > About.
Q: I can't find a link to the help page on the browser home screen of the tablet PC. Where is it?
A: You can enter "https://jp-help.sansan.com/hc/en-us/articles/49957271383833-Updating-to-Windows-11-version-25H2" directly into the browser search bar to access the help page.
Q: Is there anything necessary other than the tasks on the help page?
A: There are no particular tasks necessary other than those described on that page. Please continue by following the steps there.
Q: Is there a way to perform the update via remote operation?
A: Unfortunately, no, remote operation is not possible.
Q: Can I install software that enables remote operation and perform the update remotely?
A: It's possible to install remote software on the tablet PC, but the installation may cause the scanner to stop operating properly. For this reason, any software you install is at your company's own responsibility. If a problem occurs after installation, the entire device may need to be replaced.
Once the update is complete, use your own judgment, such as uninstalling the remote connection software, as appropriate.
Problems after updating
Q: After the update, the scanner app is showing English. What should I do?
A: Tap Menu at the top right of the Scanner app, and change Scanner settings > Device display language to Japanese.
If the OS itself is showing in English, please contact us.
Device replacement, etc.
Q: Are devices used outside Japan also subject to the update?
A: Yes, it applies to all devices no matter where they are. Please update to this latest version.
Q: Is there a way for an administrator to check which devices have completed the update?
A: Unfortunately, we currently don't provide a feature to check the OS version of each device. Please check the target devices listed in the latest notification email and confirm the actual status with your local person in charge.
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