Our support staff may need copies of the ScanToPDF settings to help diagnose support issues.

Please follow these instructions to create the settings

Note : If the ScanToPDF service is being used, stop the service prior to exporting settings

Exporting Settings

• Start the ScanToPDF desktop app (ScanToPDF.exe) and on the menu click the Help option and choose Export settings
• The settings will be exported to the users Documents folder
• This settings file can then be sent to our support staff for diagnosis.

Desktop Debug Log File

Online documentation link : Command Line Switches – ScanToPDF

Preparation
Add the command line switch /support to the Target setting of the ScanToPDF Desktop shortcut

for example assuming the default installation folder has been used during install the Target will read

“C:\Program Files\O Imaging Corporation\ScanToPDF\ScanToPDF.exe” /support

Capturing The Log File
Start ScanToPDF and reproduce the problem or error being experienced. Close ScanToPDF when the process is complete.

Retrieving The Log File
The log file is called ScanToPDF.log and will be in the users Documents folder. Provide this to your support representative.

Service Log Files – Main Service Log File

Online documentation link : Run As A Service Documentation – ScanToPDF

Start USM.exe in the ScanToPDF application folder and view the service log file

 Service Log Files – Debug Log

• Start USM.exe (in the ScanToPDF application folder)
• If the service is running click the Stop icon
• Click the Option combo selection box and choose Debug
• Click the Start icon
• The service will start and display a detailed debug log to use to debug any problems with the service
• Seek further help from OiC if required

Review The Image Quality And Scan Options

To scan barcodes requires good quality source images and scans. Use these tips to improve barcode accuracy

• Scan documents using a minimum resolution of 200 DPI
• Scan in black and white if possible
• The barcodes on the documents should not have any speckles or degradation so scanner maintenance is critical to keep the image quality acceptable
• Try to ensure that barcodes have white space surrounding them to help detection
• Avoid skewing pages

Review The Barcode Settings

Refer to the barcode recognition documentation to review the settings to make sure they are correct for the barcodes on the documents being read

Online documentation link : Barcode Recognition ScanToPDF Plugin Module – ScanToPDF

Using The Document View >> Discover optimal barcode settings feature

• Start ScanToPDF and import or scan pages where barcodes are not being recognised as expected
• On the menu click View >> Document view (if the option is not available, click the Edit menu, choose Options and in the Optional items on UI choice list, set the ‘Document view on View menu’ option to On (ticked) and click Save on the lower right of the window. This will enable the View >> Document View menu
• Right click the mouse on the page thumbnail with the barcode and choose Discover optimal barcode settings
• A Processing please wait message will be displayed while the page is analysed for barcodes
• If barcodes are found the settings required to read those barcodes will be presented for review in a table on the lower right of the window
• Choose the settings for the required barcode(s) and click the Apply selected setting(s) button to set the barcode recognition settings for the recognised barcode(s) and answer Yes to the dialog
• Document View will be closed and the barcode recognition multi-pass tab will be displayed for further review
• Close the multi-pass tab and click Save on the lower right of the Barcode Options tab to commit the new settings

Most Common Problems

• Problem – The service will not start and says it is not licensed
• Solution – Apply a license key for the run as service feature
• Problem – The service won’t import or save any files
• Solution – Windows services do not support drive mappings. Replace any drive mappings in the ScanToPDF settings with UNC paths
• Problem – The service is stopping when trying to import or write files
• Solution – The service is running using the local system account which does not have access permissions to the required shares. Change the service to run as a user with the correct permissions using the Windows Service Manager. Right click the ScanToPDF Service, choose Properties and click the Log On tab. Otherwise use the Universal Service Monitor (USM) to debug the problem. See below

Using USM (Universal Service Monitor)

Online documentation link: Run As A Service Documentation – ScanToPDF

• Start USM.exe (in the ScanToPDF application folder)
• If the service is running click the Stop icon
• Click the Option combo selection box and choose Debug
• Click the Start icon
• The service will start and display a detailed debug log to use to debug any problems with the service
• Seek further help from OiC if required

Version 6 Software Requires Activation

Online documentation link: Activation – ScanToPDF

• Purchase and apply keys (local or remote) for all modules required, including non-free plugins and using ScanToPDF as a service
• If remote keys won’t activate run this utility on your device “C:\Program Files\O Imaging Corporation\ScanToPDF\ActivationStatus.exe” and click the Test connection button. If the result is a Green tick, report an activation problem using the form on this page of the website
• If the result is a Red cross, check the technical requirements for using the OiC License Server using this page of the website
• If local keys won’t activate, request new local keys using this page of the website
• If keys can be activated, but don’t persist after the software has been restarted check that the user has read/write/modify permissions on the folder C:\ProgramData\OIC and all of its sub folders
• If problems persist, report an activation problem using the form on this page of the website

Version 6 Software Requires A TWAIN Compatible Scanner and Installed TWAIN Driver

Online documentation link: Getting Started With TWAIN 

• Follow the Getting Started link above
• If the scanner is not shown in the list of available TWAIN devices, install the TWAIN driver
• Make sure the correct scanner is selected using File >> Select capture source
• Make sure you are running ScanToPDF.exe and NOT ScanToPDFx64.exe (64 bit ScanToPDF does not support TWAIN)
• Make sure the scanner is powered on and connected
• Reboot your PC and scanner if there are any error message about connection failing
• Consult your scanner documentation or manufacturer scanner support