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

💡 Tip: The EXACT Scanner Image Acquisition Agent has been designed to automatically locate and provide you access to all available scanners, enabling it to overcome the majority of scanning issues.

Testing Scanners for Faults

Most scanner faults can be quickly identified by determining if a scanner is working as expected outside of EXACT.

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.
     ⚠️ Please Note: 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.

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.

Additional Information

• File names cannot contain \ / : * ? < > | otherwise Windows and EXACT will not be able to save the document - this is often the cause for files missing from patient contact tabs.