S008769 Rev A 85
Troubleshooting
Troubleshooting
The following section offers some helpful hints for troubleshooting your Ngenuity scanner should
the need arise.
Should you have any questions about the information contained within this section, contact the
BBH Help Desk at 1-800-SCAN-495. If your problem(s) persist, contact your local BBH
Authorized Service Provider (ASP). A list of BBH ASPs can be found on our web site at
www.bbhscanners.com
.
6.1 Preliminary Troubleshooting Procedures
Installation/Setup/Connectivity
N
OTE
For information on troubleshooting your SCSI connection, see ”4.2.2 Troubleshooting” on
page 55 under ”4.2 SCSI Connection” on page 53 in this manual.
Self Test Error Messages
Symptom Cause Remedy
Found New Hardware wizard
appears when connecting
with USB on a PC that’s
already had communication
established with the scanner
The USB cable was
unplugged from one port on
the host PC to another after
communication had been
established with the scanner
using the original port.
Move the USB cable back to the
original port on the host PC or
complete the Found New
Hardware wizard
Kofax errors displayed on
host PC when attempting to
install and use the USB
connection with a SCSI card
installed
Presence of the SCSI card
conflicting with the USB
function
Uninstall the SCSI card from the
host PC
Error Message Possible Cause Possible Remedy
Feeder Table Fault Can be caused by placing too
heavy a load on the feeder
table
Remove any heavy load and
power cycle the scanner
Internal Communication Fault The machine control
processor has lost
communication with one or
more of the following:
Imprinters, Sensor Processor,
or the Control Panel
Service required. Contact your
local BBH Authorized Service
Provider (ASP). A list of ASPs
can be found on the BBH web site
at www.bbhscanners.com
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