Scanning issues can be caused by a variety of issues, the most common ones are covered in this help article.

The EXACT Scanner Image Acquisition Agent has been designed to automatically locate and provide you access to all available scanners.

Configuring image Acquisition app

When presented with the EXACT scanner image acquisition agent you can;

• Check the selected scanner using the drop-down option at the top of the prompt (this list may differ between computers, depending on your configuration).
• Add a title for your document, this will be saved to the patient record.
• Select a category, if you categorise your documents.
• Scanner settings allow you to adjust your scanning configuration with page settings, colour and DPI (Dots Per Inch, set this below 300 for documents or higher for images).

Legacy scanning troubleshooting

For use when not utilising the EXACT scanner image acquisition agent.

Please attempt the following resolutions before contacting your IT or EXACT support.

Test your scanner is functioning outside of EXACT

This is a simple test that can quickly identify the source of the issue.

1. Type 'Fax and Scan' into your Windows search box.
   • Open the program 'Windows Fax and Scan'.
   • Click New Scan to test your scanner.
   • If the scan fails, there is an issue with the installed driver that operates the scanner, if this is the case, please contact your IT Support to resolve the issue.
   • If the scan succeeds, proceed to step 2.
     
2. Type 'Paint' into your Windows search box.
   • Open the program 'Paint'.
   • Perform a scan,
     • This may be via File - Scan.
     • or File - Import to Canvas - From Scanner of Camera.
     • If you are unable to scan in MS Paint, please contact your IT Support to resolve the issue.
     • If this is successful, please contact the EXACT Support team for further assistance.

You can access support from within EXACT, click Live Chat to get in touch with our friendly support team or ask our support bot to search for help articles from the EXACT help centre.

Scanned/Imported contacts not saving

If your scans and/or imports are not saved to your patient records, this is likely caused by an issue on your server computer.

1. On your EXACT server computer.
2. Open your EXACT Services.
   • Locate your Database Administrator then right-click to open monitor service health.
   • Click the FW (Framework) service to stop it.
   • Click the TRN (Transport) service to stop it.
   • Click the FW service to start it again, once the icon changes to a green circle with a tick proceed to the next step.
   • Click the TRN service to start it again, once the icon changes to a green circle with a tick proceed to the next step.
3. Attempt to perform your scan again.
4. If this is unsuccessful or you require assistance with this please contact the EXACT Support team for further assistance.

You can access support from within EXACT, click Live Chat to get in touch with our friendly support team or ask our support bot to search for help articles from the EXACT help centre.

GDI Error when scanning

If you are receiving an error referring to a GDI error, you can make some adjustments to reduce the image quality. This usually occurs when a very high-quality setting is configured, usually hi-definition/photo image quality, which is much higher than required for documents.

1. Type 'Printer' into your Windows search bar.
2. Select Printers and Scanners.
   • Select your printer.
   • Select Printing preferences.
   • Locate your printer DPI settings and adjust this to 150 or 300 DPI.
   • Attempt to perform your scan again.
3. If this is unsuccessful please contact the EXACT Support team for further assistance.

You can access support from within EXACT, click Live Chat to get in touch with our friendly support team or ask our support bot to search for help articles from the EXACT help centre.

Keyscan scanner

Keyscan Scanner not working in EXACT, can see the scanner driver but this shows error (Keyscan cannot be tested in Windows like normal scanners).

1. Open up your Keyscan application.
2. Disable the auto scan feature.
3. Go to settings then disable cropping.

If the issue remains please contact your IT support.

Check the device is available

If you're using the legacy scanning functionality you can click the source button in the patient contacts tab. This will display all available scanners, if this window also shows the error, please contact your IT Support as EXACT cannot locate any scanners.

If this window appears, check the scanner you are trying to use is listed, if it is not listed, please contact your IT Support as the scanner is not installed.

If the scanner is displayed but not selected in blue, select this and try scanning again.