User guide

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Appendix D – Troubleshooting, Login,
Authentication and Scanner
Errors
The table below provides information about login, authentication and scanner
errors and potential resolutions. Please note that these are suggestions for making
the product work better for you, not a guarantee for seamless service.
Error
Probable Cause of Error
Potential Resolution
You entered an invalid
user name or
password.
User names and passwords
are case sensitive, and
passwords must comply with
guidelines.
The application cannot
be accessed.
Check that the correct URL is
used.
The computer does not
detect the scanner or
appropriate driver.
Scanner connections may be
loose, scanner is powered off,
or driver may not be correctly
installed.
 Check all USB and power connections.
 Check that scanner is powered on.
 Contact Help Desk for assistance with re-
installing drivers.
The scanner is not
functioning properly.
Check to see if any items are
stuck in the scanner, clear the
path and try again.
If the problem persists, close the application,
restart the scanner manually by turning the
power off and then on, and then restart the
application.
If the problem persists, contact Help Desk.
Laptop computer fails
to detect the scanner.
This error occasionally
appears if the scanner is
plugged into the USB port on
a laptop computer’s docking
station.
Be sure that the scanner is plugged into the
USB port on the computer, and not into the
USB port on the laptop docking station.
Docking stations can cause irregular
behavior with the scanner operation and
should be avoided.
It takes a long time to
initialize the scanner
each time I want to
begin scanning.
The scanner takes several
seconds (10-15) to initialize
when it is powered up and the
initial items are scanned.
If you anticipate multiple scanning sessions,
you may close the Remote Deposit Service
application after you have completed the first
session, but you may wish to leave the
scanner powered on (the status LED should