Answer the following questions before beginning the Troubleshooting process:

1. What Make and Model is your scanning device?
2. Is the driver on your device up to date?
3. Do you have another scanner that you can try?
4. What Web Browser are you using?

• What Operating System are you using?
• Is the problem isolated to 1 computer, or all computers?
• Is the problem isolated to 1 User, or all Users?
• What section of the PM is the problem occurring in?

Scanning

How long should it take to Scan an Insurance Card?

• It is normal for an Insurance Card to take 10-15 seconds to scan.
• If scanning takes longer than it should:

• Where is the problem occurring?
• Is the problem isolated to one Insurance Card?
• Is the card face down and oriented correctly?

• If the card is facing the wrong direction, the System must manually re-orient the card.

How do I scan a Patient ID or Insurance Card?

• Scan Patient Documents Overview

How do I scan IDs that are outside of the United States?

• Admin > System Settings > Scanning > REGIONALOCR

Document Resolution

How do I increase the Resolution of Scanned Documents?

• Admin > System Settings > Scanning > RESOLUTION

• Note: Higher Resolutions may make the scanning process slower.

How do I troubleshoot quality/clarity problems when scanning?

• If the problem is occurring with all Documents, increase the Resolution.
• If the problem is only occurring with one Document, one of the following may be the cause:

• The clarity of the Document may be poor.
• The colors and fonts on the Document may obscure the scan.
• The Resolution Setting may need to be adjusted.

• Multiple Resolutions may need to be tested to determine which provides the best quality.

Hardware

Contact your IT Department or the manufacturer of the Scanner to troubleshoot Hardware problems.

• Contact iDology/AcuFill through the GBG Americas Support Portal.

Which Scanners are compatible with the System?

• Direct Scanning requires a TWAIN-compliant scanner, but TWAIN compliance alone does not guarantee that a scanner will work optimally with the Direct Scanning and OCR process.
• We specifically recommend the ScanShell 800DX or 800DXN for use with Direct Scanning.
• If you are using a different scanner, you may experience issues related to the scanner, driver, or the image configuration used by the Direct Scanning/OCR process.

Why isn't the Scanner listed?

• Ensure that the Scanner is turned on.

• The System cannot communicate with the device if it is not online.

• Ensure that the driver is up-to-date.
• Ensure that Dynamsoft is installed.

• This is the only way to communicate between the System and the local machine.

• Ensure that the Scanner is not blocked by Chrome.

• Open the Dynamic Web TWAIN page in Chrome.
• Select the Lock/Settings icon in the browser address bar.
• Activate Local Network Access.

• If Scanning still does not work, contact Dynamsoft.

How do I verify that a device is Twain Complaint?

• Use the Twacker tool (external link) to verify that a device is Twain compliant.

How do I calibrate a ScanShell Scanner?

• Ensure that you have Calibration Sheets for your Scanner. If needed, print Calibration Sheets here.

1. Download the Calibration Tool.
2. Search for Twack32 in Windows.
3. Launch Twacker.
4. Select File.
5. Select Source.
6. Select the Scanner Mode.
7. Select File.
8. Select Acquire.
9. Select Calibrate.

Why is the Driver not Detected?

• Confirm that the correct Driver (external link) is installed.

• If Device Manager still does not recognize the Driver, the Scanner is not using the driver file. Update the Driver in Device Manager