Troubleshooting

Although TwainImporter 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:
  • Go to TwainImporter configuration dialog and enable logging.
  • Exit from scan application and start it again.
  • Start scanning with your scan application.
  • Reproduce the issue.
  • Collect log file from TwainImporter. Please see below where you can find these files.
  • Send this log file 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 TwainImporter driver log file

Please follow these steps to find TwainImporter driver log file:
  • Go to your Users folder.
  • For Windows XP/2003 this will be <SYSTEM_DRIVE>:\Documents and Settings\<USER_NAME>\Application Data\ScanWorks\TwainImporter
  • For Windows Vista/7/2008/2010 this will be <SYSTEM_DRIVE>:\Users\<USER_NAME>\Application Data\ScanWorks\TwainImporter
2. Take TwainImporter.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