Scanner is not being detected

Scanner is not being detected

Whenever the famous red led appears, it means that Passportscan wasn't able to recognize the scanner by any reason. Here you can find a few common problems:


1 - Any other Windows user is still active, someone forgot to close their session. Our scanners are TWAIN scanners, and can only be active with one windows user, if you switch user before closing the current session, PassportScan won't be able to claim the control of the scanner since it is already being used by the previous user. Close all the previous users and restart Passportscan.

2 - It might also happen that PassportScan is not able to detect the scanner because it was switched off. If you first open PassportScan and then you switch on the scanner, you will need to restart Passportscan since it is not able to get the control of the scanner driver. We only call the driver when you first open the program, if the scanner was not powered before opening Passportscan you will need to restart the software.

3 - We always try to configure our client's system with a full performance power plan. But Windows has default option that will let your USB port in standby whenever you don't use it for a long time period. It this happens, we will help you out to solve the problem. But in order to make it work right now, you might want to unplug your scanner from the USB cable and connect it to a different one. That should solve the problem, as well as restarting the whole computer.

If these few tricks are not working for you, we might have to reinstall the drivers or check your antivirus, send us a ticket and we will investigate the problem for you.

    • Related Articles

    • Locked Scanner - Error Message when scanning

      Considering the daily use of the scanner, it might end up locked accidentally. If Passportscan pops an error message everytime you try to scan, check the back side of the scanner and make sure that it is not locked.
    • Red Led - Pen button is not being displayed

      Whenever the famous red led appears (Left for Scanner | Right for Tablet), it means that Passportscan wasn't able to recognize the tablet by any reason. Here you can find a few common problems: 1 - Restart Wacom's service. 2 - It might also happen ...