Troubleshooting

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Common Problems

I can't select my scanner

Try each of these steps and see if they fix the problem:

  1. Make sure your scanner is plugged in, turned on, and connected to your computer.
  2. Make sure you have your scanner's drivers installed. Google "(model number) drivers" if you need to find them.
  3. In your profile settings, try switching between WIA and TWAIN.

I get an error when scanning

First, look at the error and see if it gives you enough information to understand why it's happening. If not, try each of these steps and see if they fix the problem:

  1. Turn off your scanner, disconnect it from your computer, turn it back on, and reconnect it.
  2. Restart your computer.
  3. Reinstall your scanner's drivers. Google "(model number) drivers" if you need to find them.
  4. In your profile settings, try switching between WIA and TWAIN.
  5. If you're using TWAIN, go to your profile settings, click Advanced, and try different TWAIN Implementations.

Brightness/contrast don't work

Go to your profile settings, click Advanced, and check "Apply brightness/contrast after scan".

The left side of my scan is cut off

Go to your profile settings, click Advanced, and try checking "Offset width based on alignment (WIA)".

When I print my scanned images they are too big

Go to your profile settings, click Advanced, and check "Stretch to page size".

The page size selection doesn't work

Go to your profile settings, click Advanced, and check "Crop to page size".

When I duplex scan every other page is flipped

Go to your profile settings, click Advanced, and check "Flip duplexed pages".

Error Log

If NAPS2 gives you an error message, you may be able to find more details in the error log.

Location

For installed versions of NAPS2, the error log is located at: 

%APPDATA%\NAPS2\errorlog.txt

For example, if your Windows username is John, it would be: 

C:\Users\John\AppData\Roaming\NAPS2\errorlog.txt

For portable versions of NAPS2, the errorlog.txt file is located in the Data folder.

Use

If you are technically inclined, you can look at the contents of the errorlog.txt file yourself to try and determine the issue. If you need help with it, or think the error is a bug in NAPS2, you can file a ticket and upload the error log as part of the ticket.

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