Fujitsu ScanSnap iX500 User manual

Troubleshooting
(installation)
P3PC-4222-01ENZ0

Introduction
Thank you for purchasing the color image scanner ScanSnap iX500 (hereinafter referred to
as "the ScanSnap").
This manual provides information about resolutions for troubles that you may have upon
installing the software bundled with the ScanSnap, and how to install and uninstall the
software.
We hope that this manual will provide you with useful information in order to utilize the
ScanSnap.
If you are using a Microsoft® Windows® operating system, either Adobe® Acrobat® (7.0 or
later) or Adobe® Reader® (7.0 or later) is required to display or print this manual.
Trademarks
Microsoft, Windows, Windows Vista, SharePoint, and Internet Explorer are either registered
trademarks or trademarks of Microsoft Corporation in the United States and/or other
countries.
Apple, the Apple logo, Mac, Mac OS, OS X, and App Store are trademarks of Apple Inc.
Adobe, the Adobe logo, Acrobat, and Reader are either registered trademarks or trade
names of Adobe Systems Incorporated in the United States and/or other countries.
Intel and Intel Core are registered trademarks or trademarks of Intel Corporation in the United
States and other countries.
ABBYY™ FineReader™ Engine ©2011 ABBYY. OCR by ABBYY
ABBYY and FineReader are trademarks of ABBYY.
Evernote is a registered trademark or trademark of Evernote Corporation.
Android, and Google Play are registered trademarks or trademarks of Google Inc.
Salesforce, the Salesforce logo, and Salesforce CRM are registered trademarks or
trademarks of salesforce.com, inc. in the United States and other countries.
ScanSnap, the ScanSnap logo, ScanSnap Manager, ScanSnap Organizer, CardMinder, and
Rack2-Filer are registered trademarks or trademarks of PFU LIMITED in Japan.
Other company names and product names are the registered trademarks or trademarks of
the respective companies.
2

Manufacturer
PFU LIMITED
International Sales Dept., Imaging Business Division, Products Group Solid Square East
Tower 580 Horikawa-cho, Saiwai-ku, Kawasaki-shi, Kanagawa 212-8563, Japan
Phone: [phone]
© PFU LIMITED 2012
Manuals
Read the following manuals as needed when using the ScanSnap.
Manual Description Location
Safety Precautions Read this manual before you
start using the product because
it contains important information
about the safe use of the
ScanSnap.
Included in the package.
ScanSnap iX500
Getting Started
This manual explains about the
ScanSnap package contents,
software installation, connecting
the ScanSnap, and checking
the operation.
Select [Start] menu → [All Programs] →
[ScanSnap Manager] → [Getting Started].
From the sidebar in Finder, select
[Applications] → [ScanSnap] → [Manual],
and then double-click [Getting Started].
ScanSnap iX500
Operator's Guide
Read this manual for
information about basic
operations of the ScanSnap,
software installation, the
scanning methods, various
settings, and handling of the
ScanSnap.
Select [Start] menu → [All Programs] →
[ScanSnap Manager] → [Operator's Guide].
From the sidebar in Finder, select
[Applications] → [ScanSnap] → [Manual],
and then double-click [Operator's Guide].
Introduction
3

Manual Description Location
Troubleshooting
(installation) (this manual)
Read this manual when you
failed to install the software or
when the ScanSnap does not
operate normally after software
installation. It explains about
the resolutions for such
troubles.
Refer to this Help by either of the following
methods:
● Click [Manuals] → [Troubleshooting
(installation)] in the [ScanSnap Setup]
dialog box that appears when you insert
the Setup DVD-ROM into the DVD-ROM
drive.
● Select [Start] menu → [All Programs] →
[ScanSnap Manager] → [Troubleshooting
(installation)].
● Double-click the [Troubleshooting
(installation)] icon in the [ScanSnap]
window that appears when you insert the
Setup DVD-ROM into the DVD-ROM
drive.
● From the sidebar in Finder, select
[Applications] → [ScanSnap] → [Manual],
and double-click [Troubleshooting
(installation)].
ScanSnap Online Update
Help
Read this Help file when
questions or problems
regarding operations arise.
This Help file explains about
operations, dialog boxes/
windows and messages.
Refer to this Help by either of the following
methods:
● Select [Start] menu → [All Programs] →
[ScanSnap Online Update] → [Help].
● Press the [F1] key on the keyboard when
a dialog box is displayed.
● Click the [Help] button in each dialog box.
● Click the Help button ( ) for ScanSnap
Online Update.
● From the menu bar, select [Help] →
[ScanSnap Online Update Help].
Introduction
4

Manual Description Location
ScanSnap Wireless Setup
Tool Help
Read this Help file when
questions or problems
regarding operations arise.
This Help file explains about
scanner operations, operational
troubles and their resolution,
dialog boxes/windows and
messages.
Refer to this Help by either of the following
methods:
● Press the [F1] key on the keyboard when
a dialog box is displayed.
● Click [About this screen] or [About this
message] on each screen.
● Click the Help button ( ) in each
window.
Structure of This Manual
This manual consists of the following:
Troubles and Resolutions in Windows
This chapter explains about the resolutions for when you failed to install the software bundled
with the ScanSnap, or when the ScanSnap does not operate normally after software
installation.
Troubles and Resolutions in Mac OS
This chapter explains about the resolutions for when you failed to install the software bundled
with the ScanSnap.
Installing the Software
This chapter explains how to install the software bundled with the ScanSnap.
Uninstalling the Software
This chapter explains how to uninstall each software.
Arrow Symbols in This Manual
Right-arrow symbols (→) are used to connect icons or menu options you should select in
succession.
Example: Select [Start] menu → [Computer].
Introduction
5

Screen Examples in This Manual
Windows screen
Microsoft product screenshots are reprinted with permission from Microsoft Corporation.
The screenshots used in this manual are of Windows 7.
The actual dialog boxes and operations may differ depending on the operating system.
● Icon in the notification area
The ScanSnap Manager icon is displayed in the menu which appears when you
click in the notification area.
To have the ScanSnap Manager icon always displayed in the notification area,
drag the icon and drop it onto the notification area.
The notification area is located at the far right of the task bar.
The explanations in this manual use the case in which the ScanSnap Manager icon
is always displayed in the notification area.
Mac OS screen
The screenshots used in this manual are of Mac OS X v10.7.
The actual windows and operations may differ depending on the operating system.
The screen examples in this manual are subject to change without notice in the interest of
product development.
If the actual screen differs from the screen examples in this manual, operate by following the
actual displayed screen.
Introduction
6

Abbreviations Used in This Manual
The following abbreviations are used in this manual:
Abbreviations
Used
Name
Windows 8 Windows® 8 operating system, English version
Windows® 8 Pro operating system, English version
Windows® 8 Enterprise operating system, English version
Windows 7 Windows® 7 Starter operating system, English version
Windows® 7 Home Premium operating system, English version
Windows® 7 Professional operating system, English version
Windows® 7 Enterprise operating system, English version
Windows® 7 Ultimate operating system, English version
Windows Vista Windows Vista® Home Basic operating system, English version
Windows Vista® Home Premium operating system, English version
Windows Vista® Business operating system, English version
Windows Vista® Enterprise operating system, English version
Windows Vista® Ultimate operating system, English version
Windows XP Windows® XP Home Edition operating system, English version
Windows® XP Professional operating system, English version
Windows Windows 8, Windows 7, Windows Vista, or Windows XP operating system
Microsoft Office Microsoft® Office
Internet Explorer Windows® Internet Explorer®
Microsoft® Internet Explorer®
.NET Framework Microsoft® .NET Framework
Mac OS OS X v10.8, Mac OS X v10.7, or Mac OS X v10.6
Adobe Acrobat Adobe® Acrobat®
ABBYY
FineReader for
ScanSnap
ABBYY FineReader for ScanSnap™
All the descriptions in this manual assume the usage of ABBYY FineReader for
ScanSnap bundled with the ScanSnap. Unless otherwise specified, the term ABBYY
FineReader for ScanSnap refers to the ABBYY FineReader for ScanSnap bundled
with the ScanSnap.
Note that ABBYY FineReader for ScanSnap may be upgraded without notice.
If the descriptions differ from the actual displayed screens, refer to ABBYY
FineReader for ScanSnap Help.
ScanSnap Color Image Scanner ScanSnap iX500
Introduction
7

Contents
Introduction ................................................................................... 2
Trademarks .................................................................................. 2
Manufacturer ............................................................................... 3
Manuals ....................................................................................... 3
Structure of This Manual ............................................................ 5
Arrow Symbols in This Manual .................................................. 5
Screen Examples in This Manual ............................................... 6
Abbreviations Used in This Manual ........................................... 7
Troubles and Resolutions in Windows .................................... 11
How to find your resolution ...................................................... 12
If your first attempt to install failed .......................................... 13
If you have installed the software before ................................. 14
Uninstalling the software ............................................................. 14
Removing the installation information ............................................ 16
Installing the software from the [ScanSnap Setup] dialog box ............. 20
Installing one software at a time ................................................... 22
When the ScanSnap Manager icon does not appear .............. 24
Displaying the ScanSnap Manager icon ......................................... 24
When ScanSnap Manager does not operate normally ............ 25
Removing unnecessary icons from the notification area .................... 25
Checking the connection between the ScanSnap and the computer ..... 25
Checking if ScanSnap Manager is operating normally ....................... 26
Removing the ScanSnap's connection information ........................... 28
When you cannot uninstall the software ................................. 30
Troubles and Resolutions in Mac OS ....................................... 31
If you have installed the software before ................................. 32
When the ScanSnap Manager icon does not appear .............. 33
8

Displaying the ScanSnap Manager icon ......................................... 33
When ScanSnap Manager does not operate normally ............ 34
Checking the connection between the ScanSnap and the computer ..... 34
Checking if ScanSnap Manager is operating normally ....................... 34
If you failed to install Evernote for Mac ................................... 35
Installing the Software ............................................................... 36
Installing in Windows ................................................................ 37
System requirements ................................................................. 37
How to install the software .......................................................... 39
ScanSnap Software ................................................................... 40
Dropbox for Windows ................................................................. 46
Evernote for Windows ................................................................ 47
SugarSync Manager for Windows ................................................. 49
Scan to Microsoft SharePoint ....................................................... 51
Trial software ........................................................................... 53
Adobe Acrobat .......................................................................... 55
Installing in Mac OS .................................................................. 57
System requirements ................................................................. 57
How to install the software .......................................................... 58
ScanSnap Software ................................................................... 59
ABBYY FineReader Express Edition for Mac .................................. 63
Dropbox for Mac ....................................................................... 66
Evernote for Mac ....................................................................... 68
SugarSync Manager for Mac ....................................................... 70
Uninstalling the Software .......................................................... 72
Uninstalling in Windows ........................................................... 73
Uninstalling in Mac OS ............................................................. 75
ScanSnap Manager ................................................................... 75
CardMinder .............................................................................. 76
ABBYY FineReader for ScanSnap ................................................ 76
ScanSnap Online Update ............................................................ 77
ABBYY FineReader Express Edition for Mac .................................. 77
Evernote for Mac ....................................................................... 78
Contents
9

Index ............................................................................................ 79
Contents
10

Troubles and Resolutions in Windows
This chapter explains about the resolutions for troubles that you may have upon
installing or uninstalling the bundled software in Windows.
How to find your resolution ........................................................ 12
If your first attempt to install failed ............................................ 13
If you have installed the software before ................................... 14
When the ScanSnap Manager icon does not appear ................ 24
When ScanSnap Manager does not operate normally .............. 25
When you cannot uninstall the software ................................... 30
11

How to find your resolution
When you have trouble installing the software successfully or the ScanSnap does not
operate normally after installation is complete, refer to the flow chart below for
troubleshooting.
4
3
2
1
Is the installation
complete?
Does the ScanSnap Manager
Have you installed
the software before?
No
Yes
appear in the
notification area?
icon
1"If your first attempt to install failed" (page 13)
2"If you have installed the software before" (page 14)
3"When the ScanSnap Manager icon does not appear" (page 24)
4"When ScanSnap Manager does not operate normally" (page 25)
How to find your resolution
12

If your first attempt to install failed
This section explains how to troubleshoot when you failed to install the bundled software the
first time.
If you have installed any software bundled with the ScanSnap (including models other than
iX500) before, refer to "If you have installed the software before" (page 14).
1. Restart the computer and log on as a user with Administrator privileges.
2. Reinstall the software.
For details, refer to "Installing in Windows" (page 37).
If your first attempt to install failed
13

If you have installed the software before
This section explains how to troubleshoot when you failed to reinstall the software in a
computer in which the software bundled with the ScanSnap (including models other than
iX500) has been installed before.
Uninstalling the software
Uninstall the software in the following procedure.
1. If the ScanSnap is connected to the computer, unplug the USB cable from
the computer.
2. Log on as a user with Administrator privileges.
3. If an anti-virus software is running, disable the software temporarily.
ATTENTION
If you cannot disable the anti-virus software, check if the software is set to lock the application.
4. Uninstall the software.
● For Windows 7 / Windows Vista
1. Select [Start] menu → [Control Panel] → [Programs].
2. Select [Programs and Features].
aA list of installed software is displayed.
If you have installed the software before
14

3. Select the software to uninstall.
The following software must be uninstalled:
– ScanSnap Manager
– ScanSnap Organizer
– CardMinder
HINT
To uninstall more than one software, repeat steps 3. to 6. for each software.
4. Click the [Uninstall] button.
aA confirmation message appears.
5. Click the [Yes] button.
aThe software is uninstalled.
6. Confirm that the software has been removed from the list in [Programs and
Features].
● For Windows XP
1. Select [start] menu → [Control Panel] → [Add or Remove Programs].
aA list of installed software is displayed.
If you have installed the software before
15

2. Select a software to uninstall.
The following software must be uninstalled:
– ScanSnap Manager
– ScanSnap Organizer
– CardMinder
HINT
To uninstall more than one software, repeat steps 2. to 5. for each software.
3. Click the [Remove] button.
aA confirmation message appears.
4. Click the [Yes] button.
aThe software is uninstalled.
5. Confirm that the software has been removed from the list in [Add or Remove
Programs].
● If the software no longer exists in the list, it indicates that uninstallation was successful. Proceed to
"Installing the software from the [ScanSnap Setup] dialog box" (page 20).
● If the software still remains in the list, proceed to the next topic "Removing the installation information"
(page 16).
Removing the installation information
If the name of the software that you tried to uninstall still remains in the list in [Programs and
Features] of the Control Panel, or if the software cannot be uninstalled for some reason, you
need to remove the installation information.
Remove the installation information in the following procedure.
ATTENTION
If you cannot successfully remove the installation information, contact your FUJITSU scanner dealer or an
authorized FUJITSU scanner service provider.
1. Log on as a user with Administrator privileges.
2. Insert the Setup DVD-ROM into the DVD-ROM drive.
aThe [ScanSnap Setup] dialog box appears.
3. Click the [Close] button to close the [ScanSnap Setup] dialog box.
If you have installed the software before
16

4. Start up the tool for removing the installation information.
● For Windows 7 / Windows Vista
1. From Windows Explorer, open the [Tool] folder in the Setup DVD-ROM.
2. Right-click "SSClean.exe" and select [Run as administrator] from the displayed
menu.
aThe [User Account Control] dialog box appears.
3. Click the [Yes] button ([Continue] button in Windows Vista).
aThe [Remove Installation Information] dialog box appears.
● For Windows XP
1. From Windows Explorer, open the [Tool] folder in the Setup DVD-ROM and
double-click "SSClean.exe".
aThe [Remove Installation Information] dialog box appears.
5. Select the software from which you want to remove the installation
information.
● ScanSnap Manager
1. Select [ScanSnap Manager] and click the [Remove] button.
aA confirmation message appears.
2. Click the [Yes] button.
aA message appears to check whether or not to remove the profile information.
If you have installed the software before
17

3. Click the [Yes] button to remove and the [No] button to keep the profile
information.
ATTENTION
If the problem persists when you kept the profile information then reinstalled the software,
try again after removing the profile information.
aThe installation information is removed, and the following message appears.
4. Click the [OK] button to close the [Remove Installation Information] dialog box.
If you have installed the software before
18

● ScanSnap Organizer/CardMinder
1. Select [ScanSnap Organizer] or [CardMinder], and click the [Remove] button.
aA confirmation message appears.
2. Click the [Yes] button.
aThe installation information is removed, and the following message appears.
3. Click the [OK] button to close the [Remove Installation Information] dialog box.
6. By repeating step 5., remove the installation information of all the software
listed in the [Remove Installation Information] dialog box.
7. Click the [Close] button to close the [Remove Installation Information] dialog
box.
If you have installed the software before
19

8. Confirm that the installation folder no longer exists.
If the [ScanSnap] folder remains in the following location, rename the folder (e.g. [-
ScanSnap]). This folder can later be deleted once the installation is successfully
completed.
Path: Drive name (e.g. "C"):\Program Files\PFU
After completing the procedure, proceed to the next topic "Installing the software from the [ScanSnap
Setup] dialog box" (page 20).
Installing the software from the [ScanSnap Setup]
dialog box
Once you have uninstalled the software or removed the installation information, install the
software from the [ScanSnap Setup] dialog box.
Install the software in the following procedure.
1. Restart your computer.
2. Log on as a user with Administrator privileges.
3. If an anti-virus software is running, disable the software temporarily.
ATTENTION
If you cannot disable the anti-virus software, check if the software is set to lock the application.
4. Insert the Setup DVD-ROM into the DVD-ROM drive.
aThe [ScanSnap Setup] dialog box appears.
HINT
If the [ScanSnap Setup] dialog box does not appear, double-click "ScanSnap.exe" in the Setup
DVD-ROM via Windows Explorer.
If you have installed the software before
20