Link to home
Start Free TrialLog in
Avatar of Alec Hicks
Alec Hicks

asked on

PaperPort loses connection to scanning device.

PaperPort loses connection to scanning device.
Avatar of Joe Winograd
Joe Winograd
Flag of United States of America image

Hi Alec,

Some questions before it's possible to help you:

(1) What Version and BUILDID of PaperPort? You can find those in Help>About.

(2) What scanner...make and model?

(3) What scanning driver are you using...ISIS? TWAIN? WIA? WIA2?

(4) What version of Windows, including bit level?

Regards, Joe
Avatar of Alec Hicks
Alec Hicks

ASKER

Joe, thanks for your prompt reply.

Computer:            MS Surface (new January 2017)
Operating Systm:      Windows 10 Pro (January 2017)
PaperPort:            Professional 14
      Version:            14.5  (14.5.15168.1450)
      BuildID:            PP-1308-011-15264.1200
      S/N:                     XXXX-XXX-XXXX-XXXX-XX  [Removed - MIT 6-10-18]
      Licensed to:      Random Guy/Girl   [Removed - MIT 6-10-18]

Also Installed:      Patch 1
                          Scanner Connection Tool


Scanner:            Brother MFC-J835DW
                          New January 2013
Connect to PC:      WiFi
Scanning Driver:      WIA

Issues:

Joe, I believe I followed your EE articles regarding installing PaperPort Pro 14, Patch 1, and Scanner Connection Tool.  However, my Issues persist:

Issue #1 - Sometimes, but only when I use the scanner glass, approximately 60 seconds after pushing the “Scan” button, I get PaperPort Error “Unable to communicate with the scanning device.”  Upon pushing the “Scan” button again, the same PaperPort error immediately appears.  Closing and reopening PaperPort and pushing the “Scan” button sometimes is successful. Closing PaperPort and re-booting the PC is a more reliable “workaround”.

This PaperPort Error has never appeared when I use the ADF.

Issue #2 - Whether I use the Flatbed or ADF, PaperPort (and I) endure an approximately thirty-five second delay:
-      sometimes before the scanning process begins.
-      sometimes after the scanned image appears on the Capture Assistant.
Ultimately, the scan is successful.

Your thoughts are appreciated.

Alec Hicks
ASKER CERTIFIED SOLUTION
Avatar of Joe Winograd
Joe Winograd
Flag of United States of America image

Link to home
membership
This solution is only available to members.
To access this solution, you must be a member of Experts Exchange.
Start Free Trial
I followed Joe's suggestions to update the Brother scanning drivers and firmware with success.  Thanks, Joe.
You're welcome, Alec, I'm glad that did the trick for you. Regards, Joe