Troubleshooting

Although RemoteTwain product follows to TWAIN specification there are a lot of scanners on the market and some of them do not follow specification exactly. This can lead to different issues with such scanners. To help ScanWorks team identify and fix the issue with your scanner please follow these steps:
  1. Go to SharedScanner configuration dialog and enable logging.
  2. Exit from SharedScanner clicking by right mouse button on icon in tray and start SharedScanner again.
  3. Start start scanning with your scan application.
  4. Enable logging in RemoteTwain configuration dialog.
  5. Press "Close" button in configuration dialog and exit from scan application and start it again.
  6. Reproduce the issue.
  7. Collect two log file: from RemoteTwain driver and from SharedScanner. Please see below where you can find these files.
  8. Send these log files to info@scanworkssoftware.com with short description of your issue.
ScanWorks Software will do the best to help you resolving the issue.
 

How to find RemoteTwain driver log file

Please follow these steps to find RemoteTwain driver log file:
  1. Go to your Users folder.
  1. For Windows XP/2003 this will be <SYSTEM_DRIVE>:\Documents and Settings\<USER_NAME>\Application Data\ScanWorks\RemoteTwain
  2. For Windows Vista/7/2008 this will be <SYSTEM_DRIVE>:\Users\<USER_NAME>\Application Data\ScanWorks\RemoteTwain
2. Take RemoteTwain.log file and send it to info@scanworkssoftware.com
3. Or You can get content of this file if you click “Open log file” button on Settings Tab
 

How to find SharedScanner log file

Please follow these steps to find SharedScanner log file:
  1. Go to Settings tab and press "Open folder" button.
  2. Take SWScanService.log file and send it to info@scanworkssoftware.com
 

Created with help of DrExplain