Scanner Issues

The most common scanner problem is encountered when scanning directly to a patient file. If your scanner is:

1. Installed correctly on your computer,

2. Connected to your computer and

3. Turned on

then it may be a compatibility issue.

When starting an acquisition session with TWAIN, Genie and the driver must first go through a negotiation phase. During negotiation, Genie examines the capabilities of the driver and establishes the settings, based on which the image will be transferred. This procedure is clearly defined in the TWAIN specification, and a properly written TWAIN driver should support capability negotiation. Unfortunately, there exist device drivers that do not comply with the specification, and such drivers might cause problems during capability negotiation, or may not work at all.

To date, we have tested Genie with Canon, HP and Epson scanners. The majority of HP and Epson scanners appear to be fine, but Canon in general do not. As we do not recommend specific hardware, the best idea would be to check the returns policy with your supplier.

If your scanner doesn’t work with Genie, try selecting the 'Less Capability Negotiation' checkbox in ImagePro Control Preferences.

If it still doesn’t work, or causes Genie to crash, then we're afraid there’s nothing we can do about it, unless and until the manufacturer releases a driver update which more closely conforms to the expected TWAIN specification.

In this case, you can still easily and effectively attach scanned documents to the correct patients by scanning from outside Genie into a holding folder (see Batch Processing chapter for more information)