Support Policy:

We have a strict policy that all support cases begin with a ticket. We require tickets so that we can more closely track each case.

• Support Advisories •

Portal Email Notifications

Some users report that emails aren't being sent when they share documents with the Portal. Our development team is working on the issue to determine the cause. We apologize for the inconvenience.

As soon as a resolution has been found, we will send out an email letting you know that it has been fixed.

Saving from a Browser

When saving into FileCenter from a web browser, there might be a delay before FileCenter pops up.

Workaround: Hover your mouse over the Windows Save dialog to trigger FileCenter immediately.

ScanSnap Home Setup

If you've upgraded to the new ScanSnap Home software, follow these instructions to integrate it with FileCenter:

ScanSnap Home Setup »

Contact Technical Support

We want to help you resolve any issues you're experiencing. Please read the following guidelines about our support policies and procedures.

Have You Tried Our Self-Help Offerings?

We rarely hear original support issues. Odds are the problem you're experiencing has a simple solution, and our self-help resources can help you get to it faster than going through the full support process.   Try Self-Help »

Create a Support Ticket

Please read these support guidelines carefully before submitting a ticket.

  • Support is for technical problems ONLY. For training and setup help, please request a consultation from Professional Services.
  • Phone support will be scheduled by your support representative
  • Issues are normally responded to within one business day. (There will be limited support on weekends and days surrounding major holidays)
  • Hours: 9:00am to 5:00pm, Mountain Time