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neatdesk scanner

Posted on 2013-12-27
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Last Modified: 2014-04-24
hello experts,
i have a neatdesk scanner.  it stopped scanning out of nowhere.  the 'scan' and 'pdf' buttons are flashing red.  the buttons read solid green when the usb cable is not plugged in.  as soon as i pliug it into my laptop, lights flash red again.

i have tried power cycling, driver updates, swapping cables, install on different computer, etc.
still no worky :(

i am baffled and would appreciate any feedback on this.

thanks.
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Question by:zemarc
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John Hurst earned 250 total points
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You put the non-working scanner on a different computer along with changing cables and such like.

So the scanner has a hardware problem.

Can you get it serviced by the manufacturer or vendor?  I see them advertised, so presumably they have a service department. That is who I would call.

.... Thinkpads_User
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by:Joe Winograd, EE MVE
Joe Winograd, EE MVE earned 250 total points
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My first recommendation on scanner problems is to get the latest driver, but you've already done that. Second recommendation is a different cable, but by "swapping cables", I assume you've already done that, too. Thinkpads_User may be right that it's a hardware problem with the scanner, but it could also be that something in the software environment is awry on both computers, especially if both are using the same old software. So I recommend uninstalling all Neat software and downloading/installing the latest Neat software from here:
http://www.neat.com/support/downloads

May not work, but it's worth a try. One other thing. Although USB3 theoretically supports USB2 devices, I've had some older USB2 devices fail to work on USB3 ports. So I suggest making sure that the scanner is plugged into a USB2-only port. Regards, Joe
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by:zemarc
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thanks for the feedback thus far.

Joe, just fyi, the install on the 2nd computer was a fresh install using the latest driver download.

certainly seems to be pointing at a hardware issue.
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by:Joe Winograd, EE MVE
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Some scanners have a physical lock (a button, switch, slider, whatever) to protect it during transportation. Sometimes it gets accidentally enabled. I don't know if your scanner has such a hardware lock, but it's worth a look. Regards, Joe
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by:zemarc
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I did not locate any type of physical lock on this scanner.
The scanner has been working flawlessly for well over a year.

Thanks for any additional feedback?
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by:Joe Winograd, EE MVE
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I generally don't cry [hardware] wolf, but I'm ready to do it. Different computer...meaning different ports...different cables...fresh install, so up-to-date drivers...no physical lock. Time to get a new Timex.
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by:John Hurst
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As I noted in the very first post here and given the circumstances and testing, it has to be hardware.

... Thinkpads_User
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by:Joe Winograd, EE MVE
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Yes, Thinkpads_User, but that was premature, imho. Hindsight, of course, is 20-20. There were other avenues to explore after just the initial question. The fact that none of those other avenues ultimately panned out doesn't mean that they weren't worth investigating...or that they wouldn't have panned out in other cases. I've seen several instances over the years of accidentally closed locks on scanners. Regards, Joe
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by:Joe Winograd, EE MVE
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Hi zemarc,
Just checking in with you, as it's been more than two months since the last post here. I'm wondering if you have this issue sorted or if you're still working on it. Cheers, Joe
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by:zemarc
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Hi Joe,
Still working on it.  Any ideas?
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by:Joe Winograd, EE MVE
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The two of us working on this issue with you think that it may be a hardware problem...and you're in agreement with your comment, "certainly seems to be pointing at a hardware issue." So I think it's time for you to contact Neat technical support, which you may do here:
http://neatreceipts.custhelp.com/app/ask

If the product is still under warranty, they should fix or replace it. Here's a link to a document containing their Hardware Warranty:
http://neat-marketing.s3.amazonaws.com/pdf/End_User_License_Agreement_June2013.pdf

You've tried all other remedies that I can think of. It's time to investigate the possibility of failed hardware. Regards, Joe
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by:zemarc
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Ok, thank you.
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by:Joe Winograd, EE MVE
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Hi zemarc,
I'm trying to clean up a number of open questions, and noticed that it's been more than a month since the last post on this one. Please provide an update. Thanks much, Joe
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by:zemarc
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Hi Joe,
It's ok to close this question.
I will need to send the product to a neatdesk service center, perhaps.

thanks
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by:Joe Winograd, EE MVE
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zemarc,
Only you, the author/asker, can close the question. In case you're thinking of splitting the points among mutliple experts/answers, here's a Help article explaining how to split points by accepting multiple comments:
http://support.experts-exchange.com/customer/portal/articles/608596-how-do-i-accept-multiple-comments-as-my-solution-?b_id=44

Regards, Joe
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by:John Hurst
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Sending the scanner to the manufacturer is the first answer here. I do understand Joe tried different options and his answers were indeed helpful. He also suggested getting it serviced.

You are the only person who can close the question equitably.
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by:John Hurst
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@ zemarc - Thank you very much for following up.
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by:Joe Winograd, EE MVE
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zemarc,
My thanks, too! Regards, Joe
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