Click the operating system you use to jump to the steps.
Windows
[Steps]
- Try another USB port on the computer.
Note: Connect directly the scanner and the computer by USB cable. Do not use a USB hub or a USB extension cable.
If the problem still persists, go to step 2.
Check that the scanner is recognized in ScanSnap Home.
Check the status of the icon in the [Select a scanner] field in ScanSnap Home in the following procedure.
2-1. Start ScanSnap Home. Click the [Scan] button in the upper-left corner of the displayed ScanSnap Home window to open the [ScanSnap Home - Scan] window.
*If the [ScanSnap Home - Scan] window is not displayed, go to [Driver Update Procedure] at the end of this procedure.
*If the [ScanSnap Home - Scan] window is not displayed, go to [Driver Update Procedure] at the end of this procedure.
2-2. Check the icon to the right of [Select a scanner].
2-3. Check the communication status between the ScanSnap and the computer from the status of the icon, then check the solution for each status.
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[When 
is displayed]
If the scanner does not scan documents even when the icon indicates the communication possible status, the system may not be working properly.
Try restarting the computer.
[Attention] Be sure to restart the computer, not shut down.
Try restarting the computer.
[Attention] Be sure to restart the computer, not shut down.
[When 
is displayed]
Check that the ScanSnap is recognized by the computer in the following procedure.
Connect the ScanSnap to the computer and open the cover of the ScanSnap.
On the computer, right-click the [Start] menu and click [Device Manager].
If a ScanSnap with the "!" icon is displayed under [Imaging devices] or [Other devices] in [Device Manager], update the driver in the following procedure.
If the ScanSnap is displayed without the "!" icon, remove then reinsert the USB cable, or try connecting using another USB port on the same computer.
Connect the ScanSnap to the computer and open the cover of the ScanSnap.
On the computer, right-click the [Start] menu and click [Device Manager].
If a ScanSnap with the "!" icon is displayed under [Imaging devices] or [Other devices] in [Device Manager], update the driver in the following procedure.
If the ScanSnap is displayed without the "!" icon, remove then reinsert the USB cable, or try connecting using another USB port on the same computer.
[Driver Update Procedure]
The following steps must be performed by a user with administrator privileges.
a. Right-click the ScanSnap with the "!" icon under [Imaging devices] or [Other devices] in [Device Manager], then click [Update driver] or [Update Driver Software].
Path for the [SSMini] folder: C:\Windows\SSDriver\SSMini
b. Click [Browse my computer for driver software].
c. Click [Let me pick from a list of device drivers on my computer].
d. Select [Imaging device] from the list in the window displaying [Select your device's type from the list below] and click the [Next] button in the lower-right corner of the window.
e. Click the [Have Disk] button in the lower-right corner of the [Update Driver Software] window
f. Click [Browse] in the lower-right corner of the [Install From Disk] window.
g. When the [System32] folder opens in the [Locate File] window, click the [Up One Level] icon on the right.
If the [System32] folder does not open, open the folder at the following path and go to step j.
"C:\Windows\SSDriver\SSMini"
If the [System32] folder does not open, open the folder at the following path and go to step j.
"C:\Windows\SSDriver\SSMini"
h. When the [Windows] folder opens in the [Locate File] window, open the [SSDriver] folder.
i. When the [SSDriver] folder opens in the [Locate File] window, open the [SSMini] folder.
j. When the [SSMini] folder opens as in the screenshot below, files with the extension ".inf" are displayed.
Select the ".inf" file with a file name that includes the name of your ScanSnap model, then click the [Open] button.
*Depending on your computer settings, the extension may not be displayed.
*When using ScanSnap iX1600 or iX1400, select the ".inf" file with a file name that includes "SSiX1500".
*When using ScanSnap iX1300, select the ".inf" file with a file name that includes "SSiX13".
Select the ".inf" file with a file name that includes the name of your ScanSnap model, then click the [Open] button.
*Depending on your computer settings, the extension may not be displayed.
*When using ScanSnap iX1600 or iX1400, select the ".inf" file with a file name that includes "SSiX1500".
*When using ScanSnap iX1300, select the ".inf" file with a file name that includes "SSiX13".
| Model | 64-bit OS | 32-bit OS |
|---|---|---|
| iX1600/iX1400/iX1500 | SSiX1500-x64.inf | SSiX1500.inf |
| iX1300 | SSiX13-x64.inf | SSiX13.inf |
| iX100 | SSiX100-x64.inf | SSiX100.inf |
| SV600 | SV600-x64.inf | SV600.inf |
| S1300i | S1300i-x64.inf | S1300i.inf |
| S1100 | S1100-x64.inf | S1100.inf |
| iX500 | SSiX500-x64.inf | SSiX500.inf |
Path for the [SSMini] folder: C:\Windows\SSDriver\SSMini
k. Make sure that "C:\Windows\SSDriver\SSMini" is displayed for [Copy manufacturer's files from] in the [Install From Disk] window, then click the [OK] button in the upper-right corner.
l. Click the ScanSnap model displayed under [Model] in the [Show compatible hardware] field, then click the [Next] button.
m. The window showing "Installing drivers" will be displayed.
n. When the window showing "Windows has successfully updated your drivers" is displayed, click the [Close] button.
If is displayed for [Select a scanner] in the [ScanSnap Home - Scan] window even when the ScanSnap is properly displayed under [Imaging devices] in the Device Manager window, the system may not be working properly. Try restarting the computer.
[Attention] Be sure to restart the computer, not shut down.
If
[Attention] Be sure to restart the computer, not shut down.
*If an error message is displayed, take a note of the message and contact a local subsidiary near you.
If the problem still persists after completing the above procedure, try the following solution as well.
- Close the ADF paper chute (cover)/feed guide to turn off the ScanSnap. Wait at least five seconds, then open the ADF paper chute (cover)/feed guide to turn the ScanSnap back on.
- Remove the USB cable from the computer or ScanSnap, then reinsert after waiting at least five seconds.
- If you are using a device such as a USB hub, connect the ScanSnap to the computer directly via USB cable.
- If any antivirus software is running, exit the software.
- If Windows Update has not been updated to the latest status, apply the latest updates from Windows Update.
- If you are using another company's USB cable to connect the ScanSnap to the computer, switch the cable to the one that came with the ScanSnap.
- If any other USB devices (such as a printer, scanner, or external hard disk) are connected to the computer, remove those devices and only connect the ScanSnap.
- For the ScanSnap iX1500 or iX1600, change the USB setting to "USB 2.0".
Tap the Settings icon on the touch screen of the iX1500 or iX1600, then tap [Scanner settings]. Scroll down, tap [USB], then change the setting to [USB 2.0]. - Run the recovery tool.
Click [Settings] in the upper-left corner of the ScanSnap Home window, then [Preferences].
Select the [Scanner] tab, then your ScanSnap in [Scanner information]. Then, click the [Recover] button and fix the problem in accordance with the displayed message.
Click [Yes] in the User Account Control window and fix the problem in accordance with the instructions in the window.
If the problem still persists, collect the log information and send it to a local subsidiary near you.
[Log Collection Procedure]
- Click [Help] - [Support inquiries] - [Inquire into the problem] in the ScanSnap Home window.
- Select [Category] - [Sub-category] in the Inquiry Form for the Problem, enter the details of the problem or incident, then click the [Next] button.
Make sure that the [Save log information to file (recommended)] checkbox is selected. - Click the [Next] button in the [Collect the following information.] window to proceed.
- Select the Desktop folder in the [Browse for Folder] window, then click the [OK] button.
- Attach the folder (year_month_date_hours_minutes_seconds) created in the Desktop folder to an email, then send.
macOS
[Steps]
Perform each step in the following order and check the result after completing each step.
- Try another USB port on the computer.
Note: Connect directly the scanner and the computer by USB cable. Do not use a USB hub or a USB extension cable.
If the problem still persists, go to step 2. - Check that the scanner is recognized in ScanSnap Home.
Check the status of the icon in the [Select a scanner] field in ScanSnap Home in the following procedure.
2-1. Select [Go] - [Applications] on the menu bar, then double-click [ScanSnap Home.app] to start up the application.
Click the [Scan] button in the upper-left corner of the displayed ScanSnap Home window to open the [ScanSnap Home - Scan] window.2-2. Check the icon to the right of [Select a scanner].
2-3. Check the communication status between the ScanSnap and the computer from the status of the icon, then check the solution for each status.[When
Check that the ScanSnap is recognized by the computer in the following procedure.
Connect the ScanSnap to the computer and open the cover of the ScanSnap.
a. Click the Apple menu (Apple logo) on the Mac menu bar, then [About This Mac].b. Click [System Report].c. Select [Hardware] - [USB] and check whether [ScanSnap] is displayed.
If it is not displayed, remove then reinsert the USB cable, or try connecting using another USB port on the same computer.
Click [File] - [Refresh Information] on the menu bar to refresh the window, then check whether "ScanSnap" is listed in the USB Device Tree.
If the status does not change to "Communication possible", try the following solution as well.
- Close the ADF paper chute (cover)/feed guide to turn off the ScanSnap. Wait at least five seconds, then open the ADF paper chute (cover)/feed guide to turn the ScanSnap back on.
- Remove the USB cable from the computer or ScanSnap, then reinsert after waiting at least five seconds.
- If you are using a device such as a USB hub, connect the ScanSnap to the computer directly via USB cable.
- If any antivirus software is running, exit the software.
- If you are using another company's USB cable to connect the ScanSnap to the computer, switch the cable to the one that came with the ScanSnap.
- If any other USB devices (such as a printer, scanner, or external hard disk) are connected to the computer, remove those devices and only connect the ScanSnap.
- For the ScanSnap iX1500 or iX1600, change the USB setting to "USB 2.0".
Tap the Settings icon on the touch screen of the iX1500 or iX1600, then tap [Scanner settings]. Scroll down, tap [USB], then change the setting to [USB 2.0]. - Connect using another USB port on the same computer.
If the problem still persists, collect the log information and send it to a local subsidiary near you.
[Log Collection Procedure]
- Click [Help] - [Support inquiries] - [Inquire into the problem] on the menu bar.
- Select [Category] - [Sub-category] in the Inquiry Form for the Problem, enter the details of the problem or incident, then click the [Next] button. Make sure that the [Save log information to file (recommended)] checkbox is selected.
- Click the [Next] button in the [Collect the following information.] window to proceed.
- If you are asked to enter a password, enter the login password for Mac and click the [OK] button.
- Select an easy-to-find location such as the Desktop folder, then click the [Save] button.
- Attach the folder (year_month_date_hours_minutes_seconds) created in the Desktop folder to an email, then send.
(Reference) Refer to "The ScanSnap and a Computer Cannot Be Connected via a USB Cable" in the ScanSnap Help.