Canon scanner imageFORMULA ScanFront 300 User Manual

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Chapter 10   Troubleshooting
The wrong send time is 
displayed for an e-mail message 
received at the destination Cause(1) The date and time settings are incorrect. (2) The time zone is set to a 
different country.
SolutionContact the administrator, and check the “Language/Timezone” setting. 
(See p. 6-30.)
The sender’s address is not 
displayed at the destination of 
an e-mail message
CauseThe e-mail addresses of the user and administrator have not been 
registered. (See p. 6-7 and p. 6-32.)
SolutionContact the administrator, and register the e-mail addresses. 
Cannot connect to the network 
(IP address conflict problem)
CauseThe IP address that was set is already being used by another device. 
SolutionContact the system administrator of the network, and change the IP 
address setting. 
Cannot connect to the network 
(LAN cable connection problem)
CauseThe LAN cable is not connected properly.
SolutionCheck the connections of the LAN cable.
Cannot connect to the network 
(device name conflict problem)
CauseThe device name that was set is already being used by another device. 
SolutionContact the system administrator of the network, and change the device 
name setting. When you install two or more ScanFront scanners, take 
care to ensure duplicate device names are not set. 
Cannot delete a folder
CauseData has been saved to the folder. 
SolutionContact the administrator of the shared folder.
CausePermission to change the shared folder has not been granted for the user 
name and password that were entered.
SolutionContact the administrator of the shared folder.
Cannot scan from the Home 
screen (cer tain users only)
CauseThe administrator has set user function restrictions. See “Use only Job 
Buttons” on p. 6-10.
SolutionContact the administrator of the ScanFront.
Cannot log in
CauseUppercase and lowercase letters were not entered correctly. 
(See p. 8-3 and p. 5-5.)
SolutionEnter the uppercase and lowercase letters for the user name and 
password correctly. 
Cannot browse shared folders 
during address registration.
CauseYou are attempting to browse folders on a computer running Windows 7 
or Windows Server 2008 R2.
SolutionEnter the full path of the shared folder manually. 
						

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Chapter 10   Troubleshooting
Cannot send image files to 
devices and folders on different 
segments of the network.
CauseA ScanFront Service Server does not exist on the network. (A 
ScanFront Service Server has not been configured or is not running.)
SolutionInstall ScanFront Service on a computer on the same network as the 
scanner. (See p. 4-3.) If a ScanFront Service Server has been 
implemented, check the necessary settings. In addition, you must start 
the ScanFront Service Server before turning ON the ScanFront. (See 
p. 4-6.)
Scan
Streaks appear in images
CauseThe scanning glass is dirty.
SolutionClean the scanning glass. (See p. 9-3.) If there are scratches on a 
scanning glass, contact your local authorized Canon dealer.
Paper becomes jammed
CauseThe rollers are dirty.
SolutionClean the rollers. (See p. 9-3.)
Paper jams occur frequently
CauseThe rollers (consumable parts) have worn out.
SolutionPurchase an Exchange Roller Kit and then replace the rollers. (See 
p. 9-8.)
Documents are double fed
CauseStatic electricity is causing the pages of the document to stick to each 
other.
SolutionBefore you load a stack of documents, fan the documents.
CauseThe type of paper of the documents is causing a paper feed error. 
SolutionLoad no more than ten pages of documents. (See p. 2-10.) Use bypass 
feeding to scan the pages one by one. 
A stack of documents are fed 
together
CauseThe feed selection lever is set to Page Separation OFF. (See p. 2-5.)
SolutionSet the feed selection lever to page separation feeding.
Scanning star ts immediately 
after I press a job button (cer tain 
users only)
CauseThe job buttons are designed to work that way. See “Skip Scan Setting 
Screen” on p. 6-21 and p. 8-18.
SolutionPlace the document and then press a job button. 
						

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Chapter 10   Troubleshooting
Hardware
Cannot turn on the power
CauseThe AC adapter is not connected properly or the power plug is not 
inserted.
SolutionCheck the connections of the AC adapter and power plug. If the 
problem is not resolved after checking the connections, contact your 
local authorized Canon dealer. 
The scanner does not turn ON 
when the power switch is 
pressed.
CauseA USB memory device in inserted in the scanner.
SolutionRemove the USB memory device, and restart the scanner. 
						

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Chapter 10   Troubleshooting
2.Error Messages (ScanFront)
If any of the following error messages appears, solve the problem as described in the corresponding solution. 
If you are unsure about any other message that appears, contact the support services.
Failed to connect FTP server.
CauseThe settings of the registered FTP server are incorrect. 
SolutionCheck the settings of the FTP server. (See p. 6-15, p. 8-11 and p. 5-24.)
CauseThe computer that is being used as the FTP server is not running. 
SolutionCheck the computer that is being used as the FTP server. 
Please set SMTP server 
address.
CauseThe mail server settings have not been registered, or have been deleted. 
SolutionContact the administrator of the ScanFront, and check the settings of 
“Mail Server” in the Web menu. (See p. 6-34.)
This is restricted item.
CauseThe administrator has set send restrictions for the selected e-mail 
address. (See p. 6-11.)
SolutionContact the administrator of the ScanFront.
Paper JAM occured. Remove 
the paper.
CauseThe rollers are dirty or worn out. 
SolutionClean the rollers. If the problem is not resolved by cleaning the rollers, 
replace the rollers. (See p. 9-8.)
A double paper-feed has 
occured.
CauseThe pages of the document are sticking together because of, for 
example, static electricity, too many documents were loaded, the rollers 
are dirty, etc.
SolutionFan the documents before you load them, and reduce the number of 
pages that you load at times when double feeding occurs repeatedly. 
(See p. 2-9.)
You cannot paste the copied 
address to the different address 
type.
CauseThe copy source and the paste address are of a different type. 
SolutionMake sure the copied address and paste address are of the same type. 
Restricted address is included.
CauseThe job button settings include an address that has been restricted by 
the administrator. (See p. 6-11.)
SolutionContact the administrator of the ScanFront.
Confirm Password doesn’t 
match. (New password and 
confirmation password do not 
match.)
CauseThe new password and confirmation password do not match. 
SolutionEnter the same password for the new password and the confirmation 
password.  
						

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Chapter 10   Troubleshooting
Password is incorrect.CauseThe password that was entered is incorrect. 
SolutionEnter the uppercase and lowercase letters for the password correctly. 
There is no file name specified. 
Enter a file name or enable the 
‘Auto file name’ setting.
CauseA file name was not entered and “Auto file name” is set to [None].
SolutionEnter a file name or set “Auto file name” to other than [None]. (See 
p. 5-34.)
Log in failed. Settings may 
currently be in the process of 
being edited via the Web.
CauseUser settings are being edited via the Web menu. 
SolutionContact the administrator of the ScanFront.
Log in failed. A version upgrade 
may currently be in the process 
of being executed.
CauseThe version of the ScanFront is being updated via the Web menu. 
SolutionContact the administrator of the ScanFront.
Cannot write logfile. Sending 
files will be aborted.
CauseWrite permission has not been granted for the shared folder specified as 
the save destination of the log file. 
SolutionCheck the settings and access permissions of the shared folder. 
You can’t use following 
character for File name.
CauseInvalid characters have been used to set the customer file name.
SolutionMake sure the custom file name does not contain any of the following 
characters: 
/ : ? *  < > |
The character string includes 
invalid character.
CauseInvalid characters have been used to set the index file.
SolutionMake sure none of the following characters are used in strings 
contained in the index file: 
 &   < >
Not enough memory to execute 
current scanner settings. Please 
see “Troubleshooting” section at 
“INSTRUCTIONS” or “Operation 
Guide”. 
CauseThere was not enough memory available for the set scanning 
conditions.
SolutionReset the scanning conditions. Refer to “Not enough memory to 
execute scanner settings” below.
Log in failed. A version 
Password may be changed.
CauseUser password was changed on the authentication server while server 
authentication and fingerprint authentication are both used to log in.
SolutionWithout using fingerprint authentication, enter your user name and 
changed password to log in, and then re-register your fingerprints.
Log in failed. Authentication 
server is not found.
CauseThe user specified when logging in does not exist in the authentication 
server.
SolutionMake sure you correctly enter your user name and password. Contact 
the administrator of the ScanFront if this problem persists. 
						

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Chapter 10   Troubleshooting
Not enough memory to execute scanner settings
ScanFront uses internal memory to scan documents. This memory usage increases when you use high-resolution or large page size 
settings, for example. If the internal memory capacity exceeded, an error message saying “Not enough memory to execute current 
scanner settings” may appear and you may not be able to scan the document.
The following table details scanning conditions that may cause ScanFront to run out of memory. If scanning cannot be executed 
due to insufficient memory, refer to this table to reset scanning conditions. 
Installation of the certificate file 
fa iled .CauseThe file format of the certificate file is invalid.
SolutionUse a file in CER format.
Maximum cer tificates exceeded. 
You can’t register any more.
CauseThe number of registered certificates has reached the limit of 50.
SolutionDelete at least one registered certificate.
ModeResolutionScanning SidePrescanBleed-through 
reductionPage Size
Auto color detection600dpiDuplex
(Cannot be set) —All page sizes
Simplex
400dpi Duplex A4, legal
Color600dpiDuplexOFF
—Legal
ONAll page sizes
Simplex B5, A4, legal
400dpi Duplex A4, legal
Gray600dpiDuplexOFF
ONLegal
ONAll page sizes
Simplex B5, A4, legal
400dpi Duplex A4, legal
Black and White
Error Diffusion
Text enhance600dpiDuplexOFF Legal
ONAll page sizes
Simplex B5, A4, legal
400dpi Duplex A4, legal 
						

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Chapter 10   Troubleshooting
3.Error Messages (Web Menu)
If any of the following error messages appears, solve the problem as described in the corresponding solution. 
If you are unsure about any other message that appears, contact the support services.
Same Username exists. Please 
change Username, and try 
again.CauseA user that has the same name as the user name to be registered is 
already registered. 
SolutionCheck the user name prior to registration. 
Blank field exists.
Cause
An operation such as address book/job button importing, restoring, or 
version updating was executed without specifying the setting file to be 
loaded on the ScanFront. 
SolutionSpecify the setting file and then execute the operation. 
The scanner is busy. Please try 
again.
CauseThe ScanFront is being used. 
SolutionEnd use of the ScanFront and then try again. 
Settings cannot be changed or 
stored. A user may be logged in 
to the device. Check the status 
of the device.
CauseModifying settings and registration are not possible because a user is 
logged in. 
SolutionTry again after the user logs off. 
Settings cannot be changed. 
The device may currently be 
displaying an administrator 
settings page. Check the status 
of the device.
CauseThe ScanFront is being used. 
SolutionEnd use of the ScanFront and then try again. 
Maximum address has been 
registered. You can’t register 
any more.
CauseThe limit for the number of addresses has been exceeded. 
SolutionDelete addresses that are no longer used and then try again. 
Maximum Job Buttons has been 
registered. You can’t register 
any more.
CauseThe limit for the number of job button registrations has been exceeded. 
SolutionDelete job button registrations that are no longer used and then try 
again. 
Maximum users has been 
registered. You can’t register 
any more.
CauseThe limit for the number of user registrations has been exceeded. 
SolutionDelete user registrations that are no longer used and then try again. 
Password is not registered. OK 
to proceed?
CauseA password has not been set for the user to be registered. 
SolutionCheck the password prior to registration.  
						

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Chapter 10   Troubleshooting
You can’t choose TIFF when 
Gray or Color or Auto color 
detection is selected.CauseThe scanner cannot be used with the selected mode and file format 
combination. 
SolutionCheck which mode and file format combinations can be used. (See 
p. 6-21 and p. 8-20.)
You can’t choose JPEG when 
Binary Mode is selected.
CauseThe scanner cannot be used with the selected mode and file format 
combination. 
SolutionCheck which mode and file format combinations can be used. (See 
p. 6-21 and p. 8-20.)
You can’t choose Text enhance 
when Bleed-through reduction is 
selected.
CauseThe scanner cannot be used with the selected mode and setting 
combination.
SolutionCheck which mode and setting combinations can be used. (See p. 6-21 
and p. 8-20.)
ScanFront Service is not 
running.
CauseA ScanFront Service Server does not exist on the network. (A 
ScanFront Service Server has not been configured or is not running.)
SolutionCheck the ScanFront Service Server settings. In addition, you must start 
the ScanFront Service Server before turning ON the ScanFront. (See 
p. 4-6.)
Configure the ScanFront Service Server settings again in the Web Menu 
after checking that the ScanFront Service Server is turned ON to 
reenable use of the service.
User is now operating the 
device. Please try again after 
the user completes operations.
CauseThe ScanFront is being used. 
SolutionTry again after the ScanFront has finished being used. 
An user has logged in. 
Operation is invalid.
CauseModifying settings is not possible because a user is logged in. 
SolutionMake the user log off and then try again. 
Please select user.
CauseUser data is trying to be exported from the scanner without a user being 
selected at the user settings screen.
SolutionSelect a user name to export.
The character string includes 
invalid character.
CauseInvalid characters have been used to set the custom file name or index 
file.
SolutionMake sure none of the following characters are used:
Custom file name:
/ : ? *  < > |
Index file strings: 
&   < > 
						

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Chapter 10   Troubleshooting
4.Adjusting the Touch Panel
If there is no response when you press a button on the touch panel but there is a response when you press somewhere other than a 
button, the panel needs to be adjusted. Use the procedure below to adjust the touch panel. 
IMPORTANT
 A commercially available touch-panel pen (or the equivalent) is required to adjust the touch panel. Provide a touch-panel pen before 
attempting to adjust the touch panel. 
 Adjustment of the touch panel involves one cycle of tapping five places, but adjustment may sometimes not end after one cycle if any of the 
tapped places was not a target. 
 To cancel touch panel adjustment, connect a USB keyboard and press the [Esc] key.
1.Log in to the Administrator setting screen. 
2.Press the [Touch panel adjustment] button to display 
the adjustment screen of the touch panel.
3.Press the center of the displayed targets (+) with the 
touch-panel pen in the order of a to e. 
4.After you finish adjustment, tap the panel to end 
touch panel adjustment.  
						

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Chapter 10   Troubleshooting
IMPORTANT
If you do not tap the panel within a period of 30 seconds after 
adjustment of the touch panel ends, the adjustment values will 
not take effect and the touch panel will return to the state prior 
to adjustment.