Technical Support

Helping you get the most out of your FileCenter software.

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 Policies:

  • 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:

ScanSnap Home Setup »

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