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Scanner Works for One User, Fails to Detect Paper for Everyone Else

I have a ScanShell 3100DN on a Windows 7 Pro domain workstation, and I'm running into a strange issue. One user is able to log into the computer and use the scanner without any errors. However, if any other domain user signs in and tries to scan, they get an error message saying that it could not detect the paper. It will ask if they want to scan anyway, and then scans correctly. If it weren't for the fact that it works for the one user, I would think it's a hardware problem that's preventing it from detecting the paper. Here is what I know so far:

- I can't currently reach out to the vendor for support.
- Both the working and non-working users have local admin rights on this computer.
- I deleted an reinstalled the drivers for this scanner, but it didn't fix it
- I've checked the Scan Properties for the working and non-working users, and they are the same
- The working and non-working users are in the same AD OU, and have the same Group Policies applied.

It would seem that there is something user-specific that allows the scanner to detect the paper for one user, but not for the others. However, I'm not sure what that would be.

jcimarron

PIMSupport--
Is the scanner able to use several different paper trays? If so maybe the tray that is set to print has no paper.

PIMSupport

ASKER

It only has one manual feeder. Here is a link to the scanner in question to give you a better idea what it looks like: http://www.scanshell-store.com/duplex-scanner.htm

ASKER CERTIFIED SOLUTION

CyberLex

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PIMSupport

ASKER

I used pnputil to remove the drivers and then reinstalled them, and that appears to have resolved the issue. Thank you for your help!