Troubleshooting Guide
User Utility Error Codes
If a problem occurs during scanning, check the Sidekick User Utility for scanner Error Code and Status Message.
(When you click a link below, you will be directed to the Sidekick Operator’s Manual Rev. E. You will find the necessary information at the page given.)
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Error Code |
Status Message |
Possible Cause |
Remedy |
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Scanner has no error. |
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U11 |
Jam occurred. Please open the door and remove the paper. Place the documents back in the document feed tray. |
The document is jammed. Document sensors are dirty. |
Open the door and remove the jammed paper. Clean the sensors. See page 37. |
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U12 |
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U13 |
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U16 |
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U18 |
Document remains in the scanner. Please open the door and remove the paper. Place the documents back in the document feed tray |
Document remains in the scanner. Document sensors are dirty. |
Open the door and remove the paper. Clean the Sensors. See page 37. |
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U23 |
Multifeed occurred. Please open the door and remove the paper. Place the documents back in the document feed tray |
Double feed occurred. Rollers are dirty. |
Open the door and remove the jammed paper. Clean the rollers. See page 37. |
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U30 |
Scanner door is open. Please close the door. |
The ADF door is open. |
Close the ADF door. Do not slam the ADF door. |
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Fxx |
System error occurred. Please contact a service representative. |
System error occurred. |
Please contact a service representative. |
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***Warning*** The rollers need to be cleaned. Please clean the rollers. |
Warning counter expired. Rollers need to be cleaned. |
Clean the rollers. See page 36. |
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***Warning*** The rollers need to be replaced. Please replace the rollers. |
Warning counter expired. Rollers need to be replaced. |
Replace the rollers. See page 41. You can order a new roller kit (Part #S005503) from: http://webstore.bbhscanners.com |
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Scanner is not connected. |
Scanner is not connected. Scanner is not turned on. PC was turned on before scanner was ready. |
Connect and turn on the scanner and reboot the PC. Turn on the scanner first and then reboot the PC.
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If a problem still occurs after you have checked the Status Message and Error Code (previous table), please check the following items. If the scanner still malfunctions, turn it OFF, unplug the power cord and call for service.
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Symptom |
Possible Cause |
Remedy |
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The LED does not light when the power switch is turned ON. |
(1) Power cord is not plugged in. (2) Problem with power supply. |
(1) Insert the power plug firmly. See page 18. (2) Disconnect the scanner from the electric outlet and call for service. |
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The computer does not recognize the scanner. |
(1) Scanner is not connected to the computer correctly. (2) Scanner is not properly configured via “Found New hardware”. |
(1) Connect the cables correctly. See page 18. (2) Uninstall the scanner from PC. Register the scanner hardware again. (Refer to the Initial Setup and Installation section. See page 19.) |
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USB connection |
The USB interface of the computer is not installed correctly. |
Check your computer USB interface and see if it is configured via Device Manager’s properties. |
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The scanner is connected via USB hub. |
Do not connect via USB hub. |
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The USB cable does not have a High-Seed logo. |
Use the cable provided with the Sidekick scanner. |
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SCSI connection (Model 1200 and 1400 only) (See page 59.) |
The computer cannot recognize the SCSI card. |
Check your computer whether the SCSI card is installed correctly using the device manager’s property. |
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The same ID number is used for the scanner and the other device. |
Use different SCSI ID numbers for each device. |
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The terminator is not set correctly. |
If the scanner is the last device in the SCSI chain, set the DIP switch of SCSI terminator to Enable. If the scanner is not the last device in the SCSI chain, set the DIP switch of SCSI terminator to Disable. See page 59. |
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The scanner was turned on after the computer was turned on. |
Turn the computer OFF. Turn the scanner ON, and then turn the computer ON again. |
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Scan speed is running to slow at USB connection. |
The scanner is connected with USB 1.1. |
Connect with USB 2.0. Verify USB type per page 51. |
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The ADF does not open when the ADF door release is pushed. |
The ADF door is not closed properly. |
Push the ADF door release again after you close the ADF door, until it is locked. |
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The document has been loaded on the feed tray, but the scanner does not start scanning. |
The document is not loaded properly. |
Load the document correctly. |
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The sensor cannot detect the document as the edge of the document is curled. |
Flatten the document and load it again. |
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Multifeed or skewing problems occur frequently or the scanner stops loading while scanning. |
The rollers are dirty. |
Clean all of the rollers. |
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The rollers have reached their life expectancy. |
Replace the paper feed roller, retard roller modules and sensor rollers. See page 41.
You can order a new roller kit from: http://webstore.bbhscanners.com Part #S005503)
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The document is curled or folded. |
Flatten the document and load it again after reducing the pages. |
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An irregular type document needs to be scanned. |
Make a copy of the document on specified paper and scan the copy. |
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The document has a length of less than 70 mm (2.75 in). |
Make a copy of the document on paper of the specified size and scan the copy. |
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The scanned document is blank. |
The document to be scanned was loaded face down (upside down). |
Load the document correctly. |
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Vertical lines appear on the scanned document. |
The CIS glasses are dirty. |
Clean the CIS glasses. |
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The sensor rollers are dirty. |
Clean the sensor rollers. |
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The scanning density is uneven. |
The CIS glasses or the sensor rollers are dirty. |
Clean the CIS glasses and the sensor rollers. See page 39. |
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The color of the scanned document is extremely different from the original document. |
The setting of the PC display or the monitor is wrong. |
Adjust the display and monitor setting. |
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Dark spots or noise appear on the scanned documents. |
The CIS glasses or the sensor rollers are dirty. |
Clean the CIS glasses and the sensor rollers. See page 39. |
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"Image Crop" failures with VRS based scanning |
Unwanted objects (paper / dust) on CIS sensor roller. |
Examine and clean the sensor roller(s) as necessary. See page 39 |