Scan123 Support Ticket System

Using the Support Ticket System

Wait!

Before starting a support ticket, have you checked out the help section of Scan123? You can easily find the answers to many common problems there, as well as detailed how-to guides and videos.

If you have checked help and you don't see an answer to your issue, please choose below:

Solution: Make sure the correct scanner driver is selected. To select the right scanner driver, click on 'tools' then 'Settings'. When the settings box comes up, change your driver in the drop down from WIA-{your Scanner} to 'Paperstream'. (Older Fujitsu scanners might say 'Fujitsu'.) This is the correct driver for your scanner. Once you've set the scanner properly, restart your computer.
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DO NOT reset the counter if you have not replaced the consumables.

Solution:If you have recently replaced the consumables click to view this video about how to Reset the scanner counter for the consumables.
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Solution: Sometimes an internet hiccup can cause this but it's simple to fix, OR, perhaps have you gone from wired to wireless internet or vice versa? If you have, you will loose your connection to the cabinets.
Try the following steps to regain the connection:
1) On the top left of the Scan123 client, click on "File" then "Exit". This will close Scan123.
2) Now open Scan123 and log back in.
3) Click the "Send" button to see if you can now send your documents.

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Solution:I know it seems silly, but most of the time this is caused by a cable disconnect. Make sure your scanner's USB cable is plugged in to the computer and that the scanner has power.
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Solution: No problem, cruise over and watch this video (start watching about 30 seconds in.) re-enter the key that was assigned to your scanning station. If you don't know what that is ask your company's Scan123 Admin.
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Solution: There can be several reasons, but you want to go and do this first: Check your junk or spam folder for our emails. If you don't find them there, start a support ticket. We'll help you troubleshoot it. Be sure to whitelist files@msg.scan123.com and noreply@msg.scan123.com
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Solution: We do not sell scanners. We do have a rep at PC Nation though and his name is Dan Metz and his direct number is 800-235-4050 ext 3008. If you tell him you are a Scan123 customer he will give you a little break on your scanner purchase.
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Solution: Yes. Go to where you would login to Scan123 and look below the login form. Click on the 'Forgot password?' link. It's very simple. You will be sent an email with a link to change your password.
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