Troubleshooting
This page covers enabling diagnostic logging, finding log files, and resolving common issues.
Enable logging
- Open your TWAIN application and select TwainImporter Pro as the source.
- When the TwainImporter dialog opens, go to the Settings tab.
- Check Create log file.
- Click OK and restart your scanning application completely (close all windows, then reopen).
- Reproduce the issue — TwainImporter will now write a detailed log.
Log file location
The log file is written to:
| Windows version | Log file path |
|---|---|
| Windows 10 / 11 | %APPDATA%\ScanWorks\TwainImporter\twainimporter.log |
| Windows 8 / 8.1 | %APPDATA%\ScanWorks\TwainImporter\twainimporter.log |
| Windows Server 2012 | %APPDATA%\ScanWorks\TwainImporter\twainimporter.log |
To open the folder quickly: press Win + R, type %APPDATA%\ScanWorks\TwainImporter, press Enter.
Sending logs to support
Email the log file to info@scanworkssoftware.com with a brief description of what you were doing when the problem occurred and what you expected to happen.
We respond to all support requests within one business day.
Common issues
TwainImporter does not appear in the source list
- Verify the installation completed without errors. Try re-running the installer.
- Restart the scanning application after installation.
- If using a 64-bit application, ensure you installed the 64-bit driver. Both 32-bit and 64-bit drivers are included in the same installer.
PDF file does not load or shows an error
- PDF import requires the Pro edition or higher. Pro supports PDF along with TIFF, JPEG, PNG, and other raster formats.
- Verify the PDF is not encrypted or password-protected.
- Try a different PDF to rule out file corruption.
Only the first page of a multipage TIFF is delivered
- Check that Loop mode is disabled if you only expect one delivery per file.
- Multipage TIFF delivery sends pages one at a time; the application must accept multiple scans.
Images appear rotated or have a coloured background
- Enable Image Enhancement in the Settings tab (Pro edition).
- Use the Rotate option to correct orientation automatically.
- Use Remove paper colour to eliminate background tint.
The folder does not update — new files are not picked up
- Confirm TwainImporter is pointing to the correct folder path.
- If the folder is on a network share, ensure the application user has read (and delete, if enabled) permissions on that share.
- Check the log file for any file access errors.