Why is my scanner no longer working?

Error description

It is not possible to create a 2D scan with the GP Manager, as after clicking on Scan page/Scan both the scanning process does not start.

Or the scanned image is not displayed correctly (black/white), or the foot outline is no longer recognised.

Causes of errors

The error can occur for various reasons. Examples of why this error occurs are

• Windows cannot wake the scanner from sleep mode, therefore the scanner is not recognised by Windows
• A file required by the driver is damaged or the driver is not installed.
• The scanner is not properly connected to the computer or the power supply.
• The settings for the scanner have not been selected correctly.
• An incorrect power supply unit is being used for the scanner.

Troubleshooting

1. Make sure that the scanner is connected to the computerand the cable is not damaged.
2. Check whether the power supply unit belongs to the scanner. Make sure that the power supply unit is correctly connected to the scanner
3. Is the scanner connected correctly:
   • Switch off the scanner (if possible) on the device. If this is not possible, unplug the power supply unit.
   • Unplug the USB cable from the computer.
   • Switch the scanner back on/plug the power supply unit back in
   • Plug the USB cable back into the computer.
4. Start the GP Manager, select a customer and then the GP foot measurement module.
5. Make sure that FootScan (for feet) or StepScan (for footprints) is selected.
6. Check whether the scanner is working. Select "Scan both" and wait at least 30 seconds to see if the scanner scans an image.
7. If an image has been scanned but the GP Manager does not recognise the border or the image does not look as expected, read on:
   • How to set up your Microtek scanner for optimal measurement.
8. In some cases, Windows changes the name of the scanner. If the scanner is stored with the name in the GP Manager and the display of the selection boxes is deactivated, the scanner is no longer displayed. In this case, follow the instructions in the IT manual for setting up a single workstation (Set up 2D scanner) or contact the GeBioM mbH support.

General advice

To avoid mistakes in the future, the following procedures can help:

• To avoid this error in the future "Deactivate selective USB energy saving" can be deactivated.
• Disconnect the computer and scanner from the power supply overnight/switch them off in the evening.