Scan option not available

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FileCabinet CS allows you to scan directly into the application using the TWAIN interface.

To be able to scan directly into FileCabinet CS, your scanner must be TWAIN-compliant and the TWAIN software for your scanner must be installed locally on your workstation. The Image > Scan menu command and the Scan icon on the main toolbar becomes unavailable (grayed) if the operating system does not detect a TWAIN device on your workstation.

Troubleshooting options

Steps in a locally installed version of the application

Perform one or more of the following actions to resolve the issue if the option to scan is unavailable in FileCabinet CS.

  • Verify through your scanner manufacturer that the scanner is TWAIN-compliant.
  • Reboot your workstation.
  • Reinstall the TWAIN software that came bundled with your scanner.
  • Check if scanner has a WIA driver available from the manufacturers website
  • Reinstall FileCabinet CS.

Steps in Virtual Office CS or SaaS

Perform one or more of the following actions to resolve the issue if the option to scan is unavailable in the Virtual Office CS or SaaS environment.

  • Close all Virtual Office CS or SaaS applications to end the Citrix session, and then re-open FileCabinet CS and try again.

    Note: A USB Scanner may be plug and play in a Windows OS environment, but it is not plug and play when FileCabinet CS is already open, or when the Citrix session is already established.

  • Set antivirus and firewall exceptions for CtxTwnPa.exe as outlined in the Antivirus guidelines for CS Professional Suite applications article.
  • Permission to USB and Other devices needs to be set to Full access in Session Security within the Citrix connection center.

Compatibility mode

If you are working in a Windows 10 environment, you may want to run FileCabinet CS in Windows 7 compatibility mode to make the Scan button available.

To run FileCabinet CS in Windows 7 compatibility mode

  1. Right-click the FileCabinet CS icon
  2. Select Properties
  3. Click on the Compatibility tab
  4. Check the box for "Run this program in compatibility mode for:"
  5. Select Windows 7 from the drop down menu
  6. Click Apply
  7. Click OK

Note: We do not recommend that you run FileCabinet CS in compatibility mode unless you experience issues.

Contact the manufacturer

If the issue is still not resolved, you may want to contact your scanner manufacturer's support department to troubleshoot the TWAIN driver for your scanner. The manufacturer may also have an updated driver that is available on their website.

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