Unable to connect

This may be an Internet connection problem or the password entered is incorrect.
If the problem persists, please contact the support department.

The folder does not appear in the list

This may be a problem with your account access rights.
We invite you to contact the support department.

The file contains only the bunk “to be filed”

This may be a missing setting on the selected folder.
We invite you to contact the support department.

When scanning, a black page is added at the end of each document

This is probably a wrong scanner selection in the Configuration View, if the WIA driver is selected.
Simply select the TWAIN driver associated with the scanner.
If the problem persists, please contact the support department.

After installing a new scanner, it is impossible to scan

1. Make sure that the scanner is properly connected and powered up.
2. From the Configuration view, check that the scanner is selected.
3. Finally, for some scanner models, such as the Canon P-215, it is necessary to perform a first scan with the software provided by the manufacturer, in order to finalize the hardware settings.
   Also, some scanner models require you to enable the “Use TWAIN buffer memory” option from the Configuration view.

If the problem persists, please contact the support department.

When sending documents, an error always appears

This may be due to a limited internet connection, the size of the documents to be sent, expired session, etc.

1. Ensure a good internet connection
2. Try to restart the application

If the problem persists, please contact the Support Department.

I do not receive acknowledgements of receipt of documents

If the acknowledgement emails do not arrive in your usual mailbox, check your junk mail and/or the settings of your notifications from the “My account” area on the portal (choose the “Email + Activity Center” option).

If the problem persists, please contact the Support Department.