Compatibility

Do your scanners support TWAIN? DocketPORT scanners fully support the latest version of the TWAIN specification. The scanners are compatible with any application written to conform to the TWAIN specification.

What other programs will work with my scanner? All DocketPORT scanners are TWAIN compliant. This means that any application program designed to work with TWAIN will work with your scanner. Along with most commercially available scanning applications, DocketPORT scanners are also compatible with many specialized applications within the healthcare, banking industries and more. Most of these programs are TWAIN compliant and are 100% compatible with DocketPORT scanners. Please contact our sales department if you have any questions about a specific industry application.

How can I tell if my Vista operating system is 32 or 64 bit? Click the Start button then click Control Panel. Make sure the control panel is in Classic view. Click on the System icon. Look in the System section. It will be listed as System Type.

Can I use DocketPORT scanners in a Citrix environment? Yes, any TWAIN scanner can be used in a Citrix environment. Be aware that if you are using Windows XPe make sure you have Service Pack 2 installed and install the appropriate driver on the client hardware connected to the scanner. Please refer to this article on the Citrix support site if you need further information.

Features/Capabilities/Functionality

How long does it take to scan a typical document? The scan speed will vary based on the physical size of the document, DPI, your scanner type and other factors. Please refer to the product specification page of the scanner you are interested in for more detailed information.

Your scanner is clearly designed to work with a notebook computer; will it also work with a desktop PC? Yes. In fact, the scanner is perfect for desktop computer users that do not want to take up valuable desk space that a flatbed scanner needs. It can be conveniently moved out of the way when you are done scanning your documents or unplugged and put in your notebook bag to take on the road with you.

What is the warranty on my scanner? Your scanner comes with a limited one year parts and labor warranty.

Can I order more photo sleeves? Yes. Please call our sales department at 800.368.6132, opt 2 or order on-line at www.docketport.com.

What is resolution? An important feature of a scanner is resolution, which is the amount of detail recorded by the scanner. Resolution is measured in dots per inch (dpi). The greater the dpi number, the higher the resolution. It’s important to distinguish between optical or true resolution, and interpolated resolution which is resolution enhanced through software.  Optical resolution is the amount of information that a scanner’s optics can sample or "see" as the CCD moves vertically across the image. A 24-bit scanner, for example, typically has an optical resolution of 300 x 600 dpi, while 30-bit or 36-bit scanners typically have optical resolutions of at least 600 x 1200 dpi. Interpolated resolution is accomplished in software by surrounding pixels already seen by the scanner with new pixels that are mathematical averages of the original pixels. Interpolation can be helpful when enlarging images to retain clarity, or when scanning black-and-white images or fine line art to produce smoother lines.

My scans have a black background. Can I change the black background to white? Given that the internal rollers within the DocketPORT sheet-fed scanners are black, it is not possible to change the background color to white in the resulting image output. We suggest that you select the scan size closest to the item you are scanning to minimize the black space.

Maintenance/Troubleshooting

How can I check if my scanner drivers are installed properly or my hardware is functioning properly?

STEP 1.	For Windows XP, go to Device Manger by right clicking on My Computer and then Selecting Device Manager. For Windows Vista, go to Start --> Control Panel --> System --> Device Manager
STEP 2.	Click on the Plus icon next to Imaging devices.
STEP 3.	Right click on your scanner and go to Properties. Then click the Driver tab and click on Driver Details. If there are no imaging devices, confirm that it is not located Unknown devices or Other devices. If the scanner is located in Unknown devices or Other devices or has a yellow exclamation point next to the scanner under Imaging devices please contact technical support at 800.368.6132 option 3.
STEP 4.	There should be multiple drivers listed in this inventory, if there is only one please contact technical support at 800.368.6132 option 3.

How do I recalibrate my scanner? Occasionally, it may become necessary to re-calibrate your scanner. To do this, open your primary scanning application and initiate a scan. This will open the scanner’s TWAIN interface window. Depending on your model scanner, there may be a tab at the top of this window called CUSTOM SETTINGS. Click on this tab and you will see a button near the bottom of the window labeled CALIBRATE. Click on the CALIBRATE button and follow the screen prompts to recalibrate your scanner.You can also use these same instructions to clean your scanner.

What do I do if my scanner is not working properly? First, read and see if there are any FAQs that relate to the problem you are having. If not, please feel free to call technical support at 800.368.6132, option 3.

How do I clean my scanner? Each scanner ships with a special cleaning sheet. Used in combination with the scanner cleaning mode, these sheets can help to improve image quality. You can initiate the cleaning mode by opening your primary scanning application and then initiating a scan. When our TWAIN interface opens, go the custom settings tab and chose “Clean”. It is a good idea to also recalibrate your scanner following a cleaning. Call Tech Support at 800.368.6132 option 3 if you have any questions.

What is the purpose of scanner calibration? The purpose is to ensure accurate reproduction of color for images. Full color calibration is really a two-step process: calibrating your input device, such as a scanner; and calibrating your output device, such as a printer or monitor. By calibrating input and output devices correctly, color is accurately captured by your scanner and is reproduced faithfully on your monitor or printer as well. Please see your monitor or printer manufacturer for information on calibrating these devices.

Can I order more calibration & cleaning kits? Yes. Please call our sales department at 800.368.6132, option 2.

How often should I calibrate my scanner? For an average user, we recommend calibrating your scanner about every three months. For heavy users, once a month may be necessary. Generally, the best indicator of a needed calibration will be when your scanned documents show a grayish or hazy discoloration. Dark or black streaks on your scans are a good indication that your scanner may need cleaning. Please use the cleaning sheets supplied with your scanner.

What do I do if there are black lines on all of my scans? The first thing you should do is calibrate you scanner. If that doesn’t work, try cleaning you scanner. Take the cleaning sheet that came with your scanner and spray it with cleaning solution before running it through the scanner cleaning cycle. If that doesn’t work please call tech support at 800.368.6132, option 3.

How do I obtain service for my scanner? Please contact the DocketPORT.com support department at 630.530.5400, option 3 for a return authorization number.

How often should I clean my scanner? For an average user, we recommend cleaning your scanner about every three months. For heavy users, once a month or even more frequently may be necessary. Generally, the best indicator of a needed cleaning will be the appearance of any black streaks that show up on your scanned document. We recommend recalibrating your scanner first. If this does not improve the quality of your scans, then clean your scanner using the supplied cleaning sheets.

I scanned a document with wet Liquid Paper. What should I do? It is important to avoid scanning documents with wet liquid paper as this may damage your scanner. If you do happen to scan a document with wet liquid paper on it you will need to immediately clean your scanner 3 or 4 times. If you are still getting black streaks after this cleaning please call technical support at 800.368.6132, option 3.

What should I do if I get a USB not powered error? First, make sure that your USB cables add up to a length of no more than 10ft. If applicable, try plugging directly into the computer instead of a hub. In addition, try switching USB ports. If none of these actions resolve the problem, please call technical support at 800.368.6132, option 3.

How many times can I use my cleaning and calibration sheets? Cleaning sheets may be reused until noticeably dirty, which may be many months in a standard office environment, or a much shorter period of time in a dusty industrial environment or when traveling frequently with your scanner. Calibration sheets may be reused indefinitely until damaged or lost.

I have installed the scanner on my computer but I can’t get it to work. You should always reboot your computer after final installation. Before scanning, you should first select the scanner source and then calibrate the unit.

What should I do if I get black or white lines on my scan? The first thing you should do is to recalibrate your scanner. After that you should clean your scanner using the provided cleaning sheet by first spraying 3 sprays of a cleaning solvent on the cleaning sheet and then running the cleaning setting on your scanner.  If this doesn’t resolve the problem, please call technical support at 800.368.6132, option 3.

How do I uninstall my scanner?

STEP 1.	Go to your control panel
STEP 2.	Select System
STEP 3.	Select Hardware tab (Skip this step if you are running Vista)
STEP 4.	Click the Device Manager button
STEP 5.	Select Imaging Devices then right click on the scanner and select uninstall
STEP 6.	Reinsert your driver disk
STEP 7.	Click on Install Driver
STEP 8.	When it gives you the option to Modify, Repair or Remove, select Remove and follow the onscreen steps. This will completely remove the scanner from your computer.

What should I do if I get the “cannot create file” error? In most situations this is a user rights issue. Make sure that the user has both read and write access to create files in the location to which you are trying to save the scans. To determine if this is the cause of the error, change the destination of the scan to your desktop. If this change eliminates the error message then you will need to have an administrator adjust the destination folder settings so that the user has both read and write rights to that folder. If this doesn’t work please call technical support at 800.368.6132 option 3.

What should I do if there is one thick dark line and one thin dark line on my scan? This error is caused by inserting the calibration paper sideways. Turn the calibration paper so that all the arrows point into the scanner and recalibrate.

What do I do if I get an error when opening data source?

STEP 1.	Make sure the correct scanner is selected in Select Source field.
STEP 2.	Next try a scan; if this doesn’t work move on to Step 3
STEP 3.	Go to Control Panel
STEP 4.	Select System
STEP 5.	Select the Hardware tab
STEP 6.	Click the Device Manager button
STEP 7.	Select Imaging Devices and right click on the scanner and see if the driver is installed properly. If the scanner is not there or has an error message next to it, please uninstall completely. If there is no error please call technical support at 800.368.6132, option 3.
STEP 8.	Reinstall scanner after uninstalling it completely and try to scan again
STEP 9.	If this doesn’t work please contact technical support at 800.368.6132, option 3.

How do I calibrate or clean my scanner when using 3rd party software?

STEP 1.	Go to your Control Panel
STEP 2.	Select Scanners and Cameras
STEP 3.	Right click on your DocketPORT scanner - select Properties.
STEP 4.	Click on the Advanced tab to access the CALIBRATE & CLEAN buttons.

What do I do if I get the message “Please insert item to be scanned” after the item to be scanned has already been inserted? First, make sure that the item being scanned is touching the image sensor. DocketPORT scanners use different types of image sensors. The mechanical image sensors look like a little switch at the front of the scanner. The optical image sensors look like an LED light that doesn’t light up. If the image sensor is being touched by the item and you still receive the message to insert the item to be scanned please call technical support at 800.368.6132, option 3.

I plugged the scanner to my computer but it doesn’t detect the scanner. Make sure the USB cable is fully connected to the scanner and your computer. You may want to try inserting the USB cable into another USB port on your computer.

When should I replace my cleaning sheet? Cleaning sheets should be discarded and replaced when they get dirty and/or do not seem to have the same usage improvement effect.

I can scan with the scanner but the image output is totally black. You will need to calibrate the scanner with the calibration sheet that came with the scanner. If your calibration sheet comes with black horizontal bars then they must face down when calibrating.

What should I do if I get a Load dll. failure?

STEP 1.	Make sure the correct scanner is selected in Select Source field
STEP 2.	Now try and scan. If that doesn’t work, try Step 3
STEP 3.	Go to Control Panel
STEP 4.	Select System
STEP 5.	Select the Hardware tab (If you are using Vista you may skip this step)
STEP 6.	Click the Device Manager button
STEP 7.	Select Imaging Devices and right click on the scanner and see if the driver is installed properly. If the scanner is not there or has an error message next to it, please uninstall completely. If there is no error please call technical support at 800.368.6132, option 3.
STEP 8.	Reinstall scanner after uninstalling it completely and try to scan again
STEP 9.	If this doesn’t work please contact technical support at 800.368.6132, option 3.

I lost my RMA number. What should I do? Please contact customer service at 800.368.6132, option 3 and they will provide you with your RMA number.