ECMS - Scanner support
This document explains the support roles for scanner workstations.
If a business unit is having difficulty using ImageNow on a supported scanner workstation combo, the business unit should submit a DoIT Help Desk ticket or a web support form request. The Imaging Team will troubleshoot the issue with you. If Windows cannot talk to the scanner, you will need to contact your IT/workstation support.
If your IT/workstation support determines there is an issue with the scanner itself, then they will contact Fujitsu, presuming you have a maintenance contract. Once Fujitsu determines it is a hardware issue, they will schedule a support engineer to visit and address the situation within the next business day.Support Roles:
- Your business unit's IT / workstation support:
- Supports the connection of the scanner to your scanner workstation (i.e., can the operating system talk with the scanner?). This includes Fujitsu’s software package (Paperstream IP).
- The ECMS (Imaging) Team:
- Supports the connection of the scanner to the the ImageNow software, including the initial configuration of your scanner to work with the ImageNow client.
- We recommend you purchase a maintenance contract form Fujitsu for your scanner when you buy it. You can buy a number of different types, some include preventive maintenance some just address hardware failure.