Step 1: Are You Running the Latest?
We frequently update our software with the latest bug fixes. If you're experiencing a problem, try updating first.
Step 2: Self-Help
Our User Guide, Knowledge Base, and tutorial videos provide no-nonsense explanations to help you get up and running.
Step 3: Contact Technical Support
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.Start 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
• 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:
Common Problems & Solutions
Ninety percent of our support inquiries deal with a few common problems. These articles and videos will get you to a solution quickly.
|Scanning doesn't work||read||watch|
|I'm blocked from changing my PDF||read|
|How do I erase in a PDF?||read||watch|
|I still get watermarks on my PDFs||read|
|PDF searching doesn't work||read|
|I can't search network files||read|
|I can't highlight text in my scan||read||watch|
|How do I change the font on the typewriter?||read||watch|
|Drag-and-drop isn't working||read|
|How do I share a cabinet on the network?||read||watch|
|How do I move FileCenter to a new computer?||read||watch|
|I get an error that the file is already in use||read|
|The Outlook Add-in doesn't show up or work||read|
|Can I use a ScanSnap with FileCenter?||read|
|The Email button doesn't work||read|
|Wrong product key when I update||read|
|Can I upgrade from Standard to Professional?||read|
|After I paid for FileCenter, the feature I love disappeared!||read|