- General
- Error messages
- Scanner
- Tablet PC
- Loss, damage
- Scanning, digitize
- Security
- Other
- General FAQs
- Smartphone app 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. For details on how to do this, see here.
Q. "Your battery has experienced permanent failure and needs to be replaced." error message comes up. What should I do?
A. Please contact us via Contact form.
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. For more details, see here.
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.
- Please try disconnecting and reconnecting the different cables (power, USB) and the docking station.
- Please try restarting the devices. For more details, see here.
Q. The Scanner is not working, or the scanner is not being recognized. What should I do?
A. For details on how to do this, see here.
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. From "Attach tags" of the scanner app, you can create new tags. 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.
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.
Q. I would like to know the data-transfer volume of the tablet PC.
A. We are unable to give an estimation of the actual data-transfer volume of the tablet PC you have. In addition to the amount used for transferring business card data, some is also used for updates for Windows and the scanner app, so we cannot even give a rough estimate. Generally speaking, however, the file size of one business card is 0.4 MB.
Loss, damage
Q. I lost or damaged one of the cables. What should I do?
A. Please contact us via Contact form.
Q. We broke the Tablet PC. What should we do?
A. Please contact us via Contact form.
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
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.
Q. I would like to set up a firewall on the tablet PC.
A. Basically, we ask that you not do this. This may cause the data to not be transmitted correctly. Also, if you change the settings to something other than what they were when you received the tablet, it will no longer be supported, and it must be handled at your own risk. The Windows firewall was enabled when it was shipped.
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.
Q. Do you provide support if I attach a cable lock or other such accessory to the tablet?
A. No, if you choose to use these types of accessories, you do so at your own risk and it is out of the scope of our support.
Also, be absolutely sure to remove locks when returning a device.
Q. Can I join a domain using the tablet?
A. We advise against this. You do so at your own risk and it is out of the scope of our support.
Q. Can I take the Sansan Scanner Set outside the office, such as to a trade show?
A. You can do so if you're sure that you will have a stable internet connection. Please take care not to damage the scanner or lose any of its accessories.
Q. Is a screen saver set up on the tablet PC?
A. The screen saver will launch after 20 minutes without use of the device. Tap the screen to return to the normal view.
Q: Can I set a login password for the tablet PC's OS.
A: Yes, you can. Tap the “Power" button in the upper right of the scanner app and then "Close App". This takes you back to the OS desktop screen where you can do the setting.
Note that we are not responsible for any problems that may occur as a result of this operation. Your company is responsible for informing users of their passwords, managing passwords, and handling inquiries on passwords.
Please be sure to return equipment to us with the password removed so that we can properly use the equipment again.