Fix it now, and get back to work.

You may see

• The scanner is missing from the scanner list
• Scanning starts but nothing arrives

Try this, in order

1. Make sure the scanner is turned on and connected by USB or to the same network as the PC.
2. Install the TWAIN driver from your scanner maker’s website. CapturePoint 6 works with TWAIN scanners.
3. Restart CapturePoint 6 after installing or updating the driver.
4. Try the built-in demo scanner. If a demo scan works, the problem is the scanner connection or driver, not CapturePoint.
5. Still missing? Call support with the scanner make and model.

You may see

• CapturePoint 6 is downloading after installation
• The first run takes longer than later runs

Try this, in order

1. On first run, CapturePoint 6 downloads its components once, about 6 GB. Keep the PC online until it finishes.
2. Use a wired or strong Wi-Fi connection for the download.
3. Make sure the PC runs Windows 10 or Windows 11 (64-bit) and has room on its drive.
4. After the first run, updates install themselves in the background.

You may see

• Fields are flagged for review more often than expected
• Faded or small print is not read well

Try this, in order

1. Scan text at 300 DPI, or 600 DPI for fine print.
2. Try grayscale or color instead of black and white for faded pages.
3. Remove staples and sticky notes and keep pages facing the same way.
4. Clean the scanner glass and rollers.
5. Check the review queue: anything CapturePoint is unsure of waits there with the reason shown.

You may see

• Your password is not accepted
• A sign-in code does not arrive
• You are signed out right after signing in

Try this, in order

1. Check the email address or user name, and make sure Caps Lock is off.
2. Use the forgot password link on the sign-in page, and check your spam folder for the reset email.
3. If you use a sign-in code, check that your device clock is correct.
4. Clear your browser cookies, or try a private window or another browser.
5. Ask your administrator to confirm your account is active.

You may see

• Pages time out or will not load
• A message says the server cannot be reached

Try this, in order

1. Check that your internet connection works on other sites.
2. Turn off a VPN for a moment, or try another network or device.
3. Ask your IT team whether a firewall or proxy is blocking the product’s web address.
4. Running Content Central on your own servers? Ask IT to check that the server is running.
5. Still down? Call support and tell us it is a production issue.

You may see

• The progress bar stops partway
• Large files fail while small ones work

Try this, in order

1. Use a stable connection, wired if you can, and close apps that use a lot of bandwidth.
2. Upload large batches in smaller groups.
3. Update your browser to the latest version.
4. Try another browser such as Chrome, Edge or Firefox.

You may see

• A document you know exists does not appear
• Results look unrelated to what you typed

Try this, in order

1. Try simpler keywords, or put an exact phrase in quotes.
2. Clear filters such as dates and document types, then search again.
3. Check that you have permission to see the document. Search only shows what you can open.
4. A document added moments ago can take a short time to appear in results.
5. Browse to the folder where it should be, or ask your administrator to check the audit trail.

You may see

• A folder looks empty to you but not to others
• You cannot edit or share a document

Try this, in order

1. Ask the folder owner or your administrator to check your permissions.
2. Sign out and back in to pick up recent permission changes.
3. Check whether the document is checked out by someone else or set to read-only.