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01.08.2008 at 01:07PM PST, ID: 23067822
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7.0

Can't scan in PaperPort - button is greyed out

Asked by djMundy in Computer Scanners by General, Printers, Microsoft Windows Operating Systems

Tags: , ,

Hi Experts,

My client is using PaperPort 11 Pro and a new Brother MFC 9440CN network printer/scanner in a Small Business Server 2003 environment. Antivirus is Trend Micro CSM for SMB 3.6.

They scan using PaperPort, and it works perfectly for all but one PC. Scanning from Windows works fine, but when I attempt to scan from PaperPort, the 'Scan' button is greyed out, and it says "The default scanner is not attached".

The printer is brand new, the previous network printer/scanner had the same problems on this PC (we were hoping the new printer would fix it).

I even tried setting up a new PC, using some hardware they had lying around - installed a fresh copy of Windows XP Pro, PaperPort, and the printer drivers, and that fails too...

    No Scanner
   
    /!\ The default scanner is not attached. Please attach your default scanner or click on the scanner 'Select' button to choose another scanner.
   
    [ ] Do not display this message again
                OK

* I click on the 'Select' button, and tried each scanner option:
    TWAIN: TW-Brother MFC-9440CN LAN
    TWAIN: WIA-Brother MFC-9440CN LAN
    WIA: Brother MFC-9440CN LAN

* Clicked on 'Advanced' button
* Downloaded latest scanner database from ScanSoft
* Tested the device with PaperPort Scan Manager 11.0.16255.1 - "The wizard cannot find your scanner"
* Confirmed that the PC can ping the scanner.
* Confirmed that I can scan using the Scanner Wizard in Windows XP

No matter what I do, the scan button is greyed out.

This is a network printer/scanner. All PCs have the same driver, installed in the same way. No other PC experiences this problem.

The PC can ping the printer. I've tried disabling the Windows Firewall, and the Trend Micro firewall - this doesn't make any difference (and the firewall is enabled on other PCs that are working).

I've uininstalled and reinstalled the Brother PC Suite (using the same default options that work on other PCs), which does not resolve the problem.

There's an option to specify the scanner by IP rather than name, but changing that option does not help either.

I've also tried removing and reinstalling PaperPort, which does not resolve the problem.

I've tried a different network cable (unplugged from another PC 1 metre away which is not having the scanner problem), a different port in the network switch, and even a different network card.

ScanSoft have a Knowledge Base article which refers to this issue, but I get all the way to step 12 which says "refer to the documentation that came with the scanner". I don't think this is a scanner issue as all other PCs can print fine. All other PCs have the exact same version of PaperPort, same printer drivers, all installed in the exact same way...

I'm at a loss about what to try next. Does anyone have any ideas? I've been pulling my hair out for weeks trying to fix this one.

Many thanks,
DanielStart Free Trial
 
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Title
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[+][-]01.09.2008 at 02:06PM PST, ID: 20622996

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[+][-]01.09.2008 at 02:41PM PST, ID: 20623266

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[+][-]01.10.2008 at 08:42AM PST, ID: 20628564

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[+][-]01.31.2008 at 05:35PM PST, ID: 20793364

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[+][-]02.04.2008 at 05:51AM PST, ID: 20814206

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About this solution

Zones: Computer Scanners by General, Printers, Microsoft Windows Operating Systems
Tags: ScanSoft, PaperPort, 11 Pro
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Solution Provided By: djMundy
Participating Experts: 2
Solution Grade: B
 
 
[+][-]02.04.2008 at 06:51AM PST, ID: 20814800

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[+][-]02.09.2008 at 12:57PM PST, ID: 20858638

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