Scanning Issues

Scanning Issues

If the scanner is malfunctioning in Novari eRequest perform the following steps:

Verify that the scanner is connected

1. Select the “Start” button on the bottom left of the Windows screen.

2. Choose “Devices and Printers.”

Confirm that the scanner appears in the list. If the scanner is not visible, it may not be properly connected to the computer.

Check if the scanner is showing in Novari eRequest

1. Please navigate to the attachments tab on an active referral and press the Attach action button.

2. Choose the “Scan Attachments” option from the Select Source banner.

3. Verify that the scanner appears in the list of available sources. If the scanner is not visible in Novari, it may be due to one of the following reasons:

   1. It is not TWAIN compliant (incompatible with the software).

   2. It is not set up correctly. Ensure the user is selecting the appropriate scanner – the one they identified when checking for its presence.

Check if the Scanner is Working Outside of eRequest:

Put the document to be scanned into the scanner, then select “Scan” followed by “Start” (this may differ depending on the scanner model). The scanned document should appear on the user’s computer or prompt for a save location. If the scanned document does not appear or save anywhere, it indicates that the scanner is not correctly configured for the computer.

1. Navigate to Start > Devices and Printers. Locate the device, right-click on it, and select Start Scan to initiate the scanning process. If the option Start Scan is not available, it indicates that the scanner is not properly configured for the computer.

2. If the scanner has successfully obtained and saved the scanned document,  please use the upload feature for attachments. If you are able to complete the upload without issues, it may indicate that the scanner itself is not Twain compatible.

3. Please verify that the WebTwain Add-on for your browser is installed by navigating to the settings section and selecting Manage Add-ons.

4. You may need to restart your browser after installing WebTwain.