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      Scanning Troubleshooting

      Tips to help solve common issues with scanning

      Issues Installing

      You will need admin permissions to install the scanning software.

      If the installer fails please make sure your firewall allows downloads from https://cdn.complyauto.com. You can also try to install the software manually if needed:

      Issues Scanning

      We test and recommend the following scanners:

      • Fujitsu/Ricoh fi-8170
      • Fujitsu/Ricoh fi-8150

      The ComplyAuto desktop app also works with many other TWAIN scanners, but we offer limited support for them.

      If you have issues scanning, here are some things to try:

      • Try changing the scanner settings from the Account tab. Make sure you can still connect to and select your scanner. Sometimes it helps to change the Driver type.
      • Make sure the scanner's native driver is installed. If you use one of our recommended scanners, the drivers can be found here: https://www.pfu.ricoh.com/global/scanners/fi/dl/.
      • Make sure the scanner is turned on and connected. You can open the Windows Scan app to see if Windows can connect to the scanner. If the Windows Scan app sees the scanner and can actively scan pages, then the connection should be good. If the Windows Scan app cannot see the scanner, then there is a connection issue—please consult your scanner's documentation to make a connection.
      • Make sure the pages are loaded properly so the scanner detects and feeds them.
      • Unplug the scanner’s USB cable and plug it back in.
      • Restart the computer and the scanner.