Resolving scanning issues in Document Management System

This article will help you resolve scanning issues in ProSeries or Lacerte Document Management System. Select the applicable issue below for further instructions.

Before you start:

• If the Scan button isn't working at all, see Resolving the scan button in Document Management System (DMS) not opening.

Table of contents:

What to do if DMS freezes while scanning documents

This section explains what to do if Document Management System becomes non-responsive while scanning documents.

• The DMS program may also not close normally.
• Any unsaved scanned documents may appear corrupted when the DMS scan window is reopened.

How to resolve the issue

1. Close the DMS application.
2. In the system search bar, type %temp% and press Enter.
3. Right-click on the DMSTemp folder and choose Delete.
   • If you use Intuit Hosting, the DMSTemp folder is not visible in the hosted environment. Instead of completing these steps, use the red logoff button to exit the environment and then go back in to try scanning again.
4. Open the DMS application again and try to rescan the documents.

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How to resolve a freeze when scanning multiple pages

Try this option if scanning multiple pages or using the duplex option.

1. Open the Documents menu and select Scan.
2. In the Scan Documents window, select DPI: 150 and Color: Black & White.
3. If the problem persists, change the scanner driver by selecting the Scanner: dropdown menu and selecting a different one.

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Scan documents with another program

If the issue continues to persist, try scanning all documents with another software program (like the one provided by the scanner manufacturer).

• If scanning still doesn't work, it may be necessary to reinstall the scanner driver files.
  • Refer to the documentation provided by the scanner manufacturer.

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Perform a repair or reinstall of DMS

See How to repair a Document Management System (DMS) installation for instructions.

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What to do if DMS scans produce blank pages between each good page

There are a few possible solutions to this issue.

Solution 1 - Set Duplex Scanning

1. Within the Scan Documents window, check the Scanner Properties for Use duplex scanning.
2. If not marked, check the box for Display custom scan properties... and click Scan.
3. Look for Duplex scanning in this window.
4. Change to ADF Front Side if it's an option.
5. Try the scan again.

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Solution 2 - Delete the DMSTemp Folder

1. Close DMS.
2. On your keyboard, press the Windows key + R to open the Run prompt.
3. In the open field, type %temp% and press Enter.
4. In the new window, delete the folder DMSTemp.
   • If you use Intuit Hosting, the DMSTemp folder is not visible in the hosted environment. Instead of completing these steps, use the red logoff button to exit the environment and then go back in to try scanning again.
5. Open DMS.
6. Try the scan again.

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Solution 3 - Edit the Windows Registry

This requires modification of the Windows Registry. Serious problems may occur if the registry is modified incorrectly. Intuit strongly recommends having an IT professional make these changes if you are not comfortable with editing the registry. It's also strongly recommended to make a backup of the registry before proceeding. See here for further instruction.

1. Close DMS.
2. On your keyboard, press the Windows key + R to open the Run prompt.
3. Type regedit and press Enter.
4. Go to the key HKEY_CURRENT_USER\Software\Lacerte\DMS\ProgramOptions.
5. Delete all keys beginning with Scan.
6. Open DMS.
7. Try the scan again.

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How to resolve a "Communication failed" message when trying to scan documents into DMS

1. Make sure the power is on, the cable is firmly connected, and the scanner isn't being used by another application.
   • This message will occur if your scanner drivers are unable to communicate with your scanner.
   • The USB cable connection may have become loose. Check the cable connection on both ends or try another USB port.
   • Make sure that the scanner is turned on and ready.
2. Make sure that the DMS scan window, or any other scanning software, isn't already open on your computer.
3. Make sure that you can scan with other software. 
4. See Troubleshooting when DMS won't open the Scan Documents window for further instructions.

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What to do if the file name in the scanner operations gets too long

This requires modification of the Windows Registry. Serious problems may occur if the registry is modified incorrectly. Intuit strongly recommends having an IT professional make these changes if you are not comfortable with editing the registry. It's also strongly recommended to make a backup of the registry before proceeding. See here for further instruction.

1. Run "regedit" from Start\Run.
2. Type regedit in the open box.
3. Go to HKEY_CURRENT_USER.
4. Select and expand Software.
5. Select and expand Lacerte.
6. Select ProgramOptions.
7. Find the ScanSaveAsMRU entry and right click and delete.
8. Launch DMS and the File Name: will be empty.

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What to do if DMS shuts down after selecting Scan button

This requires modification of the Windows Registry. Serious problems may occur if the registry is modified incorrectly. Intuit strongly recommends having an IT professional make these changes if you are not comfortable with editing the registry. It's also strongly recommended to make a backup of the registry before proceeding. See here for further instruction.

1. Close DMS, click Start and select Run.
2. In the Open box type regedit and click OK.
3. Go to the following registry key: HKEY_CURRENT_USER\Software\Lacerte\DMS\ProgramOptions
4. In the right panel, double-click on LastScanLocation.
5. Delete the value in the Value Data field and click OK.
6. Close the Registry Editor.
7. Open DMS and click on the Scan button on the menu bar.
8. Your scanner should be listed in the Scanner drop-down list now. Select your scanner and click Scan to begin scanning.

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What to do if Duplex scan will not work in DMS with either Scan Properties checked

Scan page in duplex in another software such as Adobe, or the software the scanner came with. Then go back to DMS and try the scan again. This should activate the duplex scanning.

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What to do when clicking on Scan In DMS results in Network Scangear error

This requires modification of the Windows Registry. Serious problems may occur if the registry is modified incorrectly. Intuit strongly recommends having an IT professional make these changes if you are not comfortable with editing the registry. It's also strongly recommended to make a backup of the registry before proceeding. See here for further instruction.

1. From the Start menu select Run.
2. Type regedit and select OK.
3. On the left side of the Registry Editor window browse to My Computer\HKEY_CURRENT_USER\Software\Lacerte\DMS\ProgramOptions
4. On the right hand side of the screen highlight the file LastScanLocation.
5. Right click on the file and choose Delete.
6. Close the Registry Editor window.
7. Right Click on the DMS shortcut and choose Properties.
8. The target will read "C:\Program Files\Intuit\DMS\DMS.EXE"
9. Add (space)-filescanner to the end of the target line.
10. The Target should now show "C:\Program Files\Intuit\DMS\DMS.EXE" -filescanner
11. Click Apply and OK.
12. Open DMS and click the Scan button.

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What to do when the correct scanner is not selected or retained as the default in DMS

Add -filescanner to the end of the DMS shortcut:

• Right click on the DMS icon on the desktop and left click on Properties and add -filescanner to the end of the target line.

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Delete the LastScanLocation Registry Key:

This requires modification of the Windows Registry. Serious problems may occur if the registry is modified incorrectly. Intuit strongly recommends having an IT professional make these changes if you are not comfortable with editing the registry. It's also strongly recommended to make a backup of the registry before proceeding. See here for further instruction.

1. Go to Start and Run.
2. Type Regedit and press Enter.
3. Remove HKEY_Current_User / Software / Lacerte / DMS / Program Options / LastScanLocation.
4. Reopen DMS and select scan.
5. Select correct scanner, the correct scanner should now stay as the default.

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What to do when the Use duplex scanning checkbox is grayed-out when attempting to scan

This issue is related to the scanner driver in use as the scanner driver is what controls the duplex scanning functionality. If the selected scanner driver is not using a TWAIN-based driver this issue is known to occur. To correct this issue, selecting the a scanner that uses a Twain driver from the scanner driver drop-down menu or changing the currently selected scanner's driver (if an alternate exists) are both know to resolve the issue. 

If the selected scanner driver is a Twain driver and the issue still occurs:

This requires modification of the Windows Registry. Serious problems may occur if the registry is modified incorrectly. Intuit strongly recommends having an IT professional make these changes if you are not comfortable with editing the registry. It's also strongly recommended to make a backup of the registry before proceeding. See here for further instruction.

1. On your keyboard, press Windows key and R to open the Run prompt.
2. In the open field, type regedit and select OK.
3. On the left side of the Registry Editor window, browse to \HKEY_CURRENT_USER \ Software \ Lacerte \ DMS \ ProgramOptions.
4. On the right side of the screen, right-click the key LastScanLocation and choose Delete.
5. Close the Registry Editor window.
6. Open DMS and select Scan again.

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