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Resolving scanning issues in Document Management System (DMS)

SOLVEDby IntuitDocument Management System1Updated April 29, 2022

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

Before you start:

This section explains what to do if Document Management System (DMS) 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.
  4. Open the DMS application again and try to rescan the documents.

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.

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.

Perform a repair or reinstall of DMS

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

When scanning to DMS, it produces blank pages in between each good page.

How do I resolve this issue?

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.

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.
  5. Open DMS.
  6. Try the scan again.

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.

When attempting to scan a document into DMS, the following error message may occur:

"Communication failed."

Follow these steps to resolve this issue:

  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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