RemoteScan® for Terminal Services and Citrix
Basic Troubleshooting Guide

If you are having an issue with the RemoteScan software, here are some simple things to check that will help expedite the support process when contacting RemoteScan technical support.

1. Ensure that the scanner is plugged into the local workstation and make sure the most recent scanner driver is installed*. The scanner driver only needs to be installed onto the local workstation machine, not on the Terminal or Citrix server. Once you have the driver installed, try doing a local scan to see if you have it installed correctly. If you need a small imaging/scanning application, use this one: www.remote-scan.com/downloads/image.exe Make sure that the Remote Scan server software is installed on this machine. (see note about testing scanner below)
   
   *it is important to get the most recent drivers for your scanner
   
   
2. Once you have performed a successful local scan, log into your Terminal Services/Citrix account. If you haven't installed the RemoteScan client, run the installer while logged in to the remote desktop. If you need to install RemoteScan client for multiple users it will be easier if you are logged in as the server administrator. Once the client is installed you can perform a test scan to see if RemoteScan is working. While logged in to the remote connection, open your scanning application, MS Word or the image utility provided in the step above. Make sure that when choosing a scanner device you select RemoteScan (TM) as the scanner. Now try a test scan.
   
   
3. If your scan was successful then you are all done. If you are having issues, please take note of the following:
   
   Did you have the option of selecting RemoteScan (TM) as the scanning device and if so, did you select RemoteScan(TM) as your scanner?
   
   Did you receive an error message? If so, what one?
   
   Please explain in detail what did happen when contacting support.
   
   
4. Feel free to email support@remote-scan.com if you are still having trouble with RemoteScan software.
   
   

Note about testing a scanner:
In order to test your scanner's TWAIN or WIA driver we recommend that you try to scan on your local workstation using MS Word or the imaging program provided in the first step.

How to send us your RemoteScan Log Files

RemoteScan™ creates detailed, temporary log files which are used for troubleshooting specific hardware and network configurations (problems which might not be caused by RemoteScan). To locate the RemoteScan Log files:

If you are using RemoteScan Client:

1. Open the RemoteScan Control Dialog Box from within your software application ("Insert Image" or "Acquire").
2. Click on the "Options..." button while holding down the "F2" key to enable the "Show Log Files" button.
3. Click on the "Show Log Files" button.

If you are using RemoteScan Server:

1. If it is not already running, start RemoteScan from the RemoteScan Program Group (Windows Start->Programs->RemoteScan)
2. Right Click on RemoteScan Tray Icon
3. Click on the "About" button.
4. Click on the "Show Log Files" button.
   

These log files can be emailed to us ( ) or they can be opened and read with any text editor and their contents pasted into the notes field from the "Contact Us" form .