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ScanSnap Cloud: Frequently Asked Questions - ScanSnap Cloud : Fujitsu UK

ScanSnap Cloud takes paper to your cloud

ScanSnap Cloud

ScanSnap is your instant paper on-ramp for documents, business cards, receipts and photos into your cloud.

Europe
Frequently Asked Questions

Takes paper directly to your cloud

FAQs

Q: Can ScanSnap Cloud convert scanned images into searchable text by OCR?

A: No, ScanSnap Cloud is not available for OCR. Please use ScanSnap Manager to create searchable PDF files, or alternatively ScanSnap Organizer.

Q: How do you protect ScanSnap Cloud from illegal access or other risks?

A: The platform of ScanSnap Cloud is built on Microsoft Azure(*), by which all the scanned data are encrypted with the SSL before being transported from the computer to the ScanSnap Cloud server or from the server to each cloud service and thereby are protected from illegal access.

(*) Microsoft Azure is the first cloud computing platform to adopt ISO 27018, the recently published international family of privacy controls in public clouds.

Q: I was required to register my password to Dropbox onto ScanSnap Cloud. How do you protect the password to the cloud services I use?

A: ScanSnap Cloud does not keep your user ID or password to the cloud services you specified for save destinations. It acquires only access tokens for accessing the cloud services. User ID or passwords cannot be regained from access tokens.

Q: How much does it cost to use ScanSnap Cloud?

A: No fee is required for using ScanSnap Cloud, but please be aware that the service is only available with ScanSnap iX500 or ScanSnap iX100. Depending on your internet access provider’s service plan, additional charges for data transmission might apply.

Q: How long does ScanSnap Cloud store the scanned data?

A: ScanSnap Cloud stores your scanned data for two weeks. After this period, scanned data will automatically be deleted from the ScanSnap Cloud server.

Please note: The maximum storage period for data that has been sent to your determined cloud storage service depends on the service plan that you have individually contracted with that 3rd party service provider. Please check the details of that service plan.

Q: Can I use ScanSnap Cloud without selecting a cloud service?

A: No, you have to specify at least one cloud service as a storage destination for data that ScanSnap Cloud has processed.
See also: What services are associated with ScanSnap Cloud?

Q: Do I have to register myself as a user onto the cloud service that I will specify for a storage destination, in addition to the registration on ScanSnap Cloud?

A: Yes, you have to have your user ID and password, i.e. your 3rd party cloud service log in credentials in advance of starting to use ScanSnap Cloud.

Please create at least one account with a 3rd party cloud service provider in order to link to it from ScanSnap Cloud. You can start ScanSnap Cloud with an existing and supported 3rd party cloud service account.

Q: Which services are associated with ScanSnap Cloud?

A: please visit the following to see all available services:

Q: Can I use internet tethering for connection with ScanSnap Cloud?

A: Yes, but you need to have two devices to use ScanSnap Cloud via internet tethering. The device for tethering must be separated from a device on which you install the ScanSnap Cloud application.

Q: Can I link ScanSnap iX100 and iX500 to more than one ScanSnap Cloud account?

A: ScanSnap iX 100 and iX500 can be linked to exactly one ScanSnap Cloud account.

In order to use a different ScanSnap Cloud account with the scanner which has already been linked to a ScanSnap Cloud account, you have to log out of your existing ScanSnap Cloud account, create a new account and register your scanner again. The initial scanner linkage will be deleted from the scanner when you have completed the new registration.

Q: Why does a completion notification not appear when storage of scanned data is completed, even if the notification is enabled?

A: In iOS devices, the completion message is not presented while the ScanSnap Cloud application is being displayed. You can check whether storing has been successfully completed by reviewing the Scan history list in the ScanSnap Cloud app. The same procedure applies when irregular network environment conditions hinder the transmission of the notification of completion.

In order to display the latest status of Scan history list or Scanning error list, refresh the screen by swiping the screen in iOS or Android™ or pressing the Refresh button in Windows® or Mac OS.

Q: Why does scanning pause in the process of scanning and then resume after a few moments?

A: Scanning can pause when data transfer to ScanSnap Cloud is taking a long time for reasons such as limited bandwidth of the network connection. Scanning resumes when data transfer progresses.

Q: What should I do if I am not able to configure the ScanSnap Cloud settings on my ScanSnap iX100 with a message of insufficient battery capacity?

A: The message, “Battery is too low on ScanSnap. Discontinue and fully charge ScanSnap before continuing.” appears when you try to configure the ScanSnap Cloud settings on ScanSnap iX100 without sufficient battery capacity.

Please connect the iX100 and the computer via the USB cable that comes with the iX100 and charge its battery fully, and try again.

Note:

When using a PC for initial set up, even with a fully charged battery you will have to connect your iX100 and the PC via the USB cable to configure the settings.

Please make sure ScanSnap Manager is exited before you run the ScanSnap Connect application.

The battery indicator is lit orange while charging. Battery indicator is lit orange while charging

The battery indicator is off when fully charged and ScanSnap is turned off; it is lit blue when fully charged and ScanSnap is turned on. Battery indicator fully charged with ScanSnap off/on

Q: The scanned images are wrongly categorized (for example, receipts are saved to Cards). How can I fix it?

A: The automatic content-type detection cannot function successfully with some size or content. When scanned items are not stored in the destination that you expected, you can manually transfer the data to the desired destination with the ScanSnap Cloud application.

After transferring of scanned data, you can remove the unnecessary scanning history on the ScanSnap Cloud application by using its function. Please refer to “Deleting a Scan History” of the “About ScanSnap Cloud” section in the “ Basic Operation Guide” for details.

Note: The automatic document-type detection cannot be performed successfully on some conditions of documents.

When you have only one type of documents to scan in a batch, you can temporarily disable the automatic content-type detection with the following procedure so as to save the images together onto one cloud service.

How to disable the automatic document-type detection temporarily

  1. Open the [Scan settings] Tab of the ScanSnap Cloud - Options dialog via select [Tool] > [Options…] > [Scan settings] Tab.
  2. Turn the [Configure save destination for each document type] checkbox off.
  3. Select a cloud service into which you would like to save images via Linked destination.
  4. Scan the documents.
  5. Turn the [Configure save destination for each document type] checkbox on.
Q: If I manually transfer scanned data from ScanSnap Cloud to a 3rd party cloud service different from the one to which the data had automatically been transfered, will the data be removed from the first cloud storage?

A: No, the data that has already been transferred to a cloud service will not be removed from its storage space by transferring with the ScanSnap Cloud application.

You have to separately remove the data from that cloud service when desired.

Q: If I manually remove the scanned data from ScanSnap Cloud, will the scanned data be also removed from the storage specified for a save destination?

A: No, the data that has already been transferred to a cloud service will not be removed from its storage space even when you remove the data from ScanSnap Cloud.

You have to separately remove the data from that cloud service if necessary.

Q: How can I set up my iX500 with the ScanSnap Cloud application on iOS or AndroidTM?

A: Some older ScanSnap iX500 units do not have a label with SSID or SECURITY KEY printed on it., You cannot set up the ScanSnap Cloud application on iOS or AndroidTM with such units.

Please set up the application on the computer (Windows® or Mac) in that case, connecting the computer and the iX500 via its USB cable.

iX500 label with SSID or SECURITY KEY

Once the setup is completed, you will be able to configure the settings on iOS or AndroidTM

Q: An error message appears when I scan a document with ScanSnap Manager while the Scan button is being lit purple. How can I fix it?

A: The error message “ScanSnap is being used by another user or program. After checking that the ScanSnap is not being used by another user, start up ScanSnap Manager again.” appears when you use the ScanSnap Cloud application and an earlier version of ScanSnap Manager at the same time.

Please update the ScanSnap Manager to the latest to solve it.

Even with the error message, the scanned data is sent to ScanSnap Cloud.

Q: Is the content-type classification disabled by selecting “Always Save to Same Service” on the ScanSnap Cloud application?

A: Yes, the ScanSnap Cloud application does not detect content type when “Always Save to Same Service” is selected.

Please turn the [Configure save destination for each document type] checkbox off to perform the content-type classification.

Q: The error message “Failed to save to cloud service” appears after I scan a document with the ScanSnap Cloud application on iOS or Android. How can I fix it?

A: This may be due to limitation on the cloud service specified for a save destination, expiry of its service term, or change of its account.

For more information, please launch the ScanSnap Cloud application, select “Troubleshooting” > “Message List”, and refer to “Failed to save to cloud service”.

Q: The error message “Failed to save to cloud service (B11Cg265)” appears. How can I fix it?

A: This message appears when you transfer an amount of data to Evernote, exceeding the limit for a period of time.

Please try again after an hour.

Q: The Scan button on my ScanSnap continues to be lit blue and not purple when I cannot use ScanSnap Cloud. How can I fix it?

A: Please find the solution below:

1.       Is ScanSnap Connect Application running?

Exit ScanSnap Connect Application to use ScanSnap Cloud.

ScanSnap Connect Application has higher priority than ScanSnap Cloud in connection with the ScanSnap scanners.

2.       Is ScanSnap Cloud enabled on ScanSnap Manager?

1.         Windows®

Right click the ScanSnap Manager icon and select [ScanSnap Cloud] in the context menu if not selected.

2.         Mac OS

Holding down the control key on the keyboard, click the ScanSnap Manager icon and select [ScanSnap Cloud] in the context menu if not selected.

Set the check mark by selecting the ScanSnap Cloud icon to give higher priority to communication with ScanSnap Cloud than with ScanSnap Manager.

Which firmware version does the ScanSnap have?

The firmware version is required to be “0N00” or later to use ScanSnap Cloud with iX100 or iX500.

When the second letter in the firmware version is an alphabet between A and M (i.e. 0K00, 0L00), please perform the following procedure:

1.         iX500

Connect the ScanSnap and the computer where the ScanSnap Cloud application is installed and configures ScanSnap.

The firmware will be automatically updated afterward.

2.         iX100

Connect the ScanSnap and the computer or mobile device where the ScanSnap Cloud application is installed and configures ScanSnap.

The firmware will be automatically updated afterward.

How to confirm the firmware version

1.         Windows®

Right click the ScanSnap Manager icon and select [Help] in the context menu > [ScanSnap Information…] to display the firmware version information.

2.         Mac OS

Holding down the control key on the keyboard, click the ScanSnap Manager icon on Dock and select [Help] in the context menu > [ScanSnap Information…] to display the firmware version information.

Q: The error message “The scanner cannot be connected to the network.” appears in the process of setting up the ScanSnap Cloud application on my mobile device. How can I fix it?

A: This may be caused by the following:

  • Is the ScanSnap turned off?

Turn on the ScanSnap.

  • Are you using ScanSnap Cloud via a public wireless LAN service?

ScanSnap Cloud is not available for use publicly accessible wireless LAN services.

  • Did you enter the correct password to the wireless access point?

Make sure the password is correct.

A password to a wireless access point, also referred to as “encryption key” in some wireless access points, is usually placed on the side or bottom of the access point together with a network name (or SSID). If you cannot find the password there, please refer to the manual of your wireless access point, or contact your network administrator for assistance.

  • Do you use a function to prohibit communication between the wireless devices at the wireless access point (e.g. privacy separator)?

The function is enabled by default at some wireless access points including mobile routers. Configure the wireless access point to allow the communication between the wireless devices in that case. If you are not familiar with how to configure this, please refer to the manual of your wireless access point for instructions, or contact the access point’s manufacturer for assistance.

Q: The error message “Failed to save to cloud service (B11Cc004)” appears. How can I fix it?

A: No cloud service is specified for a save destination on the ScanSnap Cloud application.

You have to select at least one cloud service when using ScanSnap Cloud.

Q: How can I manually assign a static IP address to my ScanSnap to use the ScanSnap Cloud application?

A: The ScanSnap Cloud application requires a DHCP environment, which allocates a dynamic IP address to a ScanSnap, in order to connect to a cloud service.

For this reason, when you assign a static IP address to your ScanSnap, which is possible by using ScanSnap Wireless Setup Tool, the ScanSnap cannot connect to a cloud service.

Q: How can I check which access point my ScanSnap is connected to or change the priority of an access point?

A: In either case, you can use ScanSnap Wireless Setup Tool that comes with ScanSnap Manager. These operations cannot be performed with the ScanSnap Cloud application.

To launch ScanSnap Wireless Setup Tool, navigate to [Start] > [All Programs] > [ScanSnap Manager] and select [ScanSnap Wireless Setup Tool].

Q: What should I do if scanning status never changes to completed?

A. This may be due to communication disconnection or loss of the communication information between your scanner and the ScanSnap Cloud service.

Please try turning off the scanner, waiting five seconds, and then turning it on again. A recovery process will be performed to send the scanned data to the cloud service afterward.

Note: Close and open the cover to turn iX500 or iX100 off and on.

Q: What can I do if the result of scanning is zero pages and nothing is sent to a cloud service?

A: This may be due to a function to skip blank pages. For example,

  • A one-sided paper was loaded reversely and the blank side of the paper was scanned.
  • The characters on the documents were so faint that the scanned pages were detected as black pages and then skipped.

Please make sure the correct side of the document is set on the paper chute. If the characters on the document are very faint, disable the [Blank Page Skip] function in the settings and try again.

Note: Load the documents face-down for ScanSnap iX500, face-up for ScanSnap iX100.

Q: How can I extract file names from scanned files successfully on ScanSnap Cloud?

A: The words you would like to have extracted are printed in a 90° angle to the feeding direction on a B6 or larger paper.

  • Is the paper B6 or larger?
  • Does the paper have a title on it?
  • Try disabling [Blank Page Skip] in the settings if the paper is one-sided.

Note: Load the documents face-down for ScanSnap iX500, face-up for ScanSnap iX100.

Please be aware that the file name would not be extracted if text recognition of a title was not performed successfully even if the requirements mentioned above are satisfied.

Please rename the file name manually in that case.

Q: A security alert appears on Windows® when I select a cloud service on ScanSnap Cloud. What should I do?

A: The security alert, “Revocation information for the security certificate for this site is not available. Do you want to proceed?” appears when the system clock on the computer is much faster than the present time. Set the time on your computer to the present time and try again.

Q: My ScanSnap cannot be connected to the ScanSnap Cloud service (the Scan button won’t be lit purple) in the settings I configured with ScanSnap Wireless Setup Tool. How can I fix it?

A: You have to use the ScanSnap Cloud application for adding or changing an access point in order to use ScanSnap. ScanSnap cannot be connected to the ScanSnap Cloud service via the access point you added or changed by using ScanSnap Wireless Setup Tool.

Also, you are required to save the settings with the ScanSnap Cloud application when you have added or changed the access point with ScanSnap Wireless Setup Tool.

Q: Data scanned with my ScanSnap iX100 is not stored in ScanSnap Cloud. How can I fix it?

A: ScanSnap iX100 is not connected to ScanSnap Cloud while the Scan button is lit or flashing blue for a few moments after opening the cover. If you press the Scan button while ScanSnap is disconnected from ScanSnap Cloud, the loaded papers will only be ejected automatically but not scanned.

Please do not load a document until the Scan button is lit purple when you use ScanSnap Cloud.


iX100 status indicators, disconnected/connected
Status: Disconnected
(lamp: lit or flashing blue)
Status: Connected
(lamp: lit purple)
Q: The “Open xxx” button is not displayed in the scanning history list on my mobile device when I saved my scanned data to the cloud service that I newly specified for a save destination. How can I fix it?

A: You have to restart the ScanSnap Cloud application when you have newly selected a cloud service.

Please close the application completely, referring to the following:

iPhone / iPad / iPod touch

  1. Tap the Home button twice in a row.
  2. Find ScanSnap Cloud from a list of applications that are running on the mobile device by swiping right or left.
  3. Swipe up on ScanSnap Cloud to close the application completely.

Android™

  1. Tap the on-screen button on the right side of the Home button to display the Recent Apps screen. You can hold down the Home button instead to display the screen.
  2. Find ScanSnap Cloud from a list of applications that are running on the mobile device.
  3. Tap the x button on the upper right corner of ScanSnap Cloud or swipe right or left on the application to close it completely.

Note: The procedure of closing applications varies in accordance with models or OS versions. If you find any difficulties, please refer to the manual of your mobile device, or contact its manufacture for assistance.

Q: Automatic photo-taking may generate a blurred image (with some models). Sometimes it releases the shutter in an unexpected timing or blur images can be generated by camera shake. (iOS/Android)

A: Check the images before sending and retake them if necessary. For details, refer to the "Retake the Photo That Was Taken" topic in "ScanSnap Cloud Operation" of ScanSnap Cloud Help.

Q: When auto rotation of Camera is enabled, photos rotated by 90 degrees will be sent to the server. (iOS/Android)
Cause: The operator was not aware of the photo taken with the screen rotated by 90 degree or of the camera icon indicating the direction of the screen.

A: Check the images before sending and rotate them if necessary. For details on how to rotate an image, refer to "Rotating a Photo Image" topic in "ScanSnap Cloud Operation" of ScanSnap Cloud Help.

Q: How can I manually crop an article in a newspaper or magazine? (iOS/Android)

A:

  1. Tap the thumbnail in the lower left of the photo-taking mode screen.
  2. If multiple images appear, tap the photo image that you want to edit.
  3. tap the cropping icon at the bottom of the screen and adjust the corners of the document image.
  4. Confirm and finalize.

Additionally please refer to the app's help file section.

Q: A paper with creases cannot be captured in a good condition.(iOS/Android)

A: Smooth out the crease before taking a photo.

Q: What is the maximum size of document available? (iOS/Android)

A: Up to A4 documents can be converted to searchable PDF.
Up to 250 mm length is available in terms of receipts.

Q: The device directly under the light casts a shadow over the target object. (iOS/Android)

A: Tilt the camera (by up to 30 degrees) or adjust the location of the camera so as not to cast a shadow.

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ScanSnap Product Info

iX100 / iX500 CTA with imagemap

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