Troubleshooting on Android Devices
If you are having problems using scanNow! on your Android device please take a look at the tips below. If your question is not answered here, please contact our support team.
When using an HTC Android device I repeatedly receive Connecting to your Android device message and do not receive my image.
The “detect” function from the Windows WIA scanNow client often doesn’t work with HTC Android devices because the HTC device doesn’t respond to the UDP broadcast, as noted here.
In such cases a “Connecting to your Android device” bubble is shown on the Windows PC when you attempt to acquire an image via the WIA scanNow source: click on the “Connecting to your Android device” bubble and enter the IP address of your Android phone directly. You can find the IP of your Android phone by pressing “Menu” and then “Options” within scanNow! on the Android phone. Once you have entered your IP the image will be transferred to your computer. The IP address is now stored for subsequent use in scanNow!
On XP I repeatedly receive Connecting to your Android device message and do not receive my image.
This message can happen on Windows XP when you have multiple network cards on your system and you are using the built in XP firewall.
If you are connected to the network via a wired or wireless network card, which is not the first listed network card on your system, then messages from your Android device will be blocked by the Windows firewall. You can work round this in one of two ways:
1. Click on the Connecting to your Android device bubble and enter the IP address of your device. You can find the IP of your device by clicking Menu and then Options within scanNow! Once you have entered your IP the image will be transferred to your computer. The IP address is now stored for subsequent use in scanNow!
2. Disable unused network cards, if you disable the network cards that are not in use via the windows Device manager. When the card you are using is the only card remaining, then your device will be detected without error.
We recommend you choose option 1.
Please note this not an issue with the Windows Vista or Windows 7 built in firewall.
After taking a photo I am not shown my picture, but I am shown a picture of a scanner.
This is the scanNow! default picture. It has been shown because the picture taken by the camera cannot be accessed. Please check your SD card is mounted correctly in your phone and that it has greater than five megabytes of disk space available.
When an image is transferred to my computer it is cropped.
This issue can be caused by two reasons:
1. During installation of the scanNow! client an incorrect device was selected. Please re-run the scanNow! installer and select the correct device. If your device is not listed, please select the custom option during the installation and in the input box enter your camera’s maximum resolution. The maximum resolution can be found by clicking on Menu then Options in the scanNow! application on your Android device.
2. The SD card in your device has run out of space, please free up some space on your SD card and try again. scanNow! requires about 5 megabytes of free space available to operate.
