Computer locks up while scanning

Posted on 2014-08-25
Last Modified: 2016-06-11
We are running KOFAX VRS OEM PFU-PRO Built-in version 5.0 (License level- Workgroup) witha  Fujitsu fi-5530C2 Scanner.  Every once in a while the PC will lock up during the scan and require a cold reboot.  We are unable to kill the process.  After the reboot, the system seems to be stable and scanning can resume. The workstation and scanner are new as of 02/14.   (WIndows 7 Pro and 8GB of RAM).  The problem is sporadic but it has been pretty consistent since the new workstation and scanner were put in place. The scan software and VRS have been uninstalled and reinstalled and the problem persists. There are no specific errors other than a popup that indicates that the scan has stopped. We are wondering if there is something inherent within this version of VRS that may be causing the issue. Any feedback or advice would be greatly appreciated.
Question by:kpourbaix
    LVL 19

    Assisted Solution

    by:Rob Hutchinson
    Check that Win7 is using SP1
    Make sure that you have the updated hardware drivers for the computer's USB ports.
    Make sure that you have the right drivers for that scanner:
    LVL 19

    Accepted Solution

    From this page:

    >Use the USB cable which has been supplied with the scanner when you connect the scanner to computer. The scanner may become an unstable condition if you are using a commercially available cable or extended cable.
    >Wait at least 5 seconds when you reconnect the power cable or open/close the cover. Without doing so, the scanner may not running properly.
    >The scanner may not work if it is connected to the USB port on the keyboard or the monitor.
    >The scanning speed might be reduced if the scanner is connected with USB 1.1. Therefore, if your computer has the USB 3.0 / 2.0 compatible port, please use it.

    Author Comment

    Thanks for the suggestions.  I will have the user try this and then I will provide an update.

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