Canon scanner imageFORMULA DR6010C User Manual

							Chapter 4  Maintenance
4-14
6Close the upper unit slowly. Make sure that the upper unit is completely closed by pushing on 
both edges with both hands until you hear a click.
CAUTION
When closing the upper unit, be careful not to get your fingers caught, as this may 
result in personal injury.
IMPORTANT
Do not force the upper unit to close. Doing so may damage the scanner. 
						

							5-1
Chapter 5Troubleshooting
5-1 Troubleshooting
This section describes the possible problems that might occur during use of the scanner and how to 
solve them.
The Scanner Does Not Turn ON .............................................................P. 5 - 1
The Scanner Is Not Recognized (Connecting via USB)..........................P. 5 - 1
The PC Does Not Recognize the Scanner (Connecting via SCSI) .........P. 5 - 2
Scanning Is Not Performed .....................................................................P. 5 - 3
Slow Scanning Speed .............................................................................P. 5 - 3
Documents Do Not Feed Properly ..........................................................P. 5 - 4
Saved Image Files Do Not Open ............................................................P. 5 - 4
Scanning Results Are Not as Expected ..................................................P. 5 - 4
The Scanner Turns OFF by Itself ............................................................P. 5 - 6
If, after consulting this section, you still cannot resolve the problem, contact your local authorized 
Canon dealer or your service representative.
✘The Scanner Does Not Turn ON
Check the following if the scanner does not turn ON:
 Is the power cord connected correctly?
 Is the power cord inserted into the power outlet?
For details on connecting the power cord, see “2-4 Connecting the Scanner to the Computer,” on 
p. 2-11.
Note
When the Auto Power OFF function is enabled, the power cannot be turned back on again 
immediately after it has been turned off automatically. Wait at least 10 seconds after operation 
of the Auto Power OFF function before turning the power back on again.
✘The Scanner Is Not Recognized (Connecting via USB)
The following are possible causes of the PC failing to recognize the scanner. Check each 
possible cause.
Problem The scanner is not correctly connected.
Solution Make sure that the scanner and the computer are correctly connected with the USB 
cable. (See p. 2-11.)
Problem The scanner power is switched OFF.
Solution Make sure that the scanner is switched ON. If the scanner is OFF, turn the scanner 
ON. (See p. 2-11.) 
						

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Problem The scanner does not support your USB interface.
Solution This product is not guaranteed to operate with all types of USB interfaces. Contact 
your local authorized Canon dealer or service representative for more information. 
(See p. 2-2.)
Problem The scanner does not support the USB cable.
Solution Use the USB cable provided with the scanner.
Problem The USB hub is not compatible with the scanner.
Solution Remove the USB hub.
✘The PC Does Not Recognize the Scanner (Connecting via SCSI)
The following are possible causes of the PC failing to recognize the scanner. Check each 
possible cause.
Problem The scanner is not connected correctly.
Solution Make sure that the scanner and the computer are correctly connected. (See p. 2-12.)
Problem The SCSI card is not correctly installed in the PC.
Solution Refer to the documentation for the SCSI card and the computer. Make sure that the 
SCSI card is correctly installed in the computer and that it is enabled properly under 
the operating system in use.
Problem The scanner’s SCSI ID is identical to the SCSI ID of another device.
Solution Check the SCSI IDs of all SCSI devices connected to the system and set a unique 
SCSI ID for the scanner. (See p. 2-12.)
Problem The terminator is not set correctly.
Solution Shut down both the PC and the scanner, and then turn the scanner ON first, and then 
the PC. (See p. 2-12.)
Problem There is a problem with another SCSI device that is connected in the daisy 
chain.
Solution Do not use the daisy chain connection configuration. (See p. 2-12.)
Problem The PC was turned ON before the scanner.
Solution Shut down both the PC and the scanner, and then turn the scanner ON first, and then 
the PC. (See p. 2-14.)
Problem The scanner is not ON.
Solution Check to see if the scanner is ON. If the scanner is not ON, shut down the PC, then 
turn the scanner ON first, and then the PC. (See p. 2-14.)
Problem The SCSI card is not compatible with the scanner.
Solution Use a recommended SCSI card. (See p. 2-2.) 
						

							Chapter 5  Troubleshooting
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✘Scanning Is Not Performed
Check the following if the scanner does not scan an image even though the scanning operation is 
performed:
 Has the application software been installed correctly? Has the application software been set up 
correctly?
 Is there a problem in the PC system?
IMPORTANT
 If documents are not scanned normally even if the scanner setup is OK, a probable cause is 
that the scanner driver or application software is not running correctly. Re-install the 
scanner driver or application software.
 If you scan a document under the condition that heavily consumes the memory of your PC, 
scanning may not be performed because of insufficient memory. When you are informed of 
insufficient memory during scanning, please quit the application and change the scanning 
condition, then try scanning again.
 When system errors result in the scanner not functioning at all, turn OFF the scanner and 
wait at least ten seconds before turning it ON again. If the error continues to occur, restart 
the computer.
 When scanning continues, make sure that the last document scanned was scanned 
correctly.
✘Slow Scanning Speed
The following problems might cause the scanning speed to be slow.
Problem Other applications are running in the background on your PC.
Solution Quit all other applications that are running.
Problem Resident applications, such as anti-virus software, are draining memory 
resources.
Solution Quit all resident applications.
Problem Temporary files cannot be created in the TEMP folder, as there is not enough 
free space on the hard disk.
Solution Delete unwanted files on the hard disk to increase free space on the hard disk.
Problem The USB port you are using does not support Hi-Speed USB 2.0.
Solution Scanning speeds are lower if your computer’s standard USB interface is not 
compatible with Hi-Speed USB 2.0. Use a computer that is equipped with USB that is 
compatible with Hi-Speed USB 2.0 as standard. (See “2-2 Installation Requirements,” 
on p. 2-2.)
Problem The USB cable does not support Hi-Speed USB 2.0.
Solution Use the USB cable provided with the scanner.
Problem The USB hub does not support Hi-Speed USB 2.0.
Solution Remove the USB hub. 
						

							Chapter 5  Troubleshooting
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✘Documents Do Not Feed Properly
The following are possible causes of a document failing to feed properly. Check each possible 
cause.
Problem Static electricity, etc., is causing the pages of the document to stick together, 
and they cannot be separated correctly by the scanner.
Solution Before you place your document, thoroughly fan the stack of papers. (See “3-3 
Placing Documents,” on p. 3-5.)
Problem Attempting to scan a document of a size, thickness, or weight that the scanner 
cannot scan.
Solution Check the size, thickness, and weight of the document. For precautions concerning 
documents, see “3-1 Documents,” on p. 3-1.
Problem The rollers inside the scanner are dirty or worn.
Solution Clean the rollers, see “4-1 Regular Maintenance,” on p. 4-1. If the rollers are worn, 
then they need to be replaced. Contact your local authorized Canon dealer or service 
representative to purchase a roller replacement kit.
IMPORTANT
The retard roller and roller unit are consumable components. You need to replace the retard 
roller and roller unit when cleaning does not appear to improve performance. Contact your 
local authorized Canon dealer or your service representative about purchasing a roller 
replacement kit, and then replace the retard roller and the roller unit.
✘Saved Image Files Do Not Open
When image files saved by CapturePerfect 3.1 cannot be opened by other applications, the 
probable causes are as follows.
Symptoms A multi-page TIFF file saved in CapturePerfect 3.1 cannot be opened by other 
applications.
Problem The application you are using to open the TIFF file does not support multi-page 
TIFF files.
Solution Open the file with an application that supports multi-page TIFF files.
Symptoms A TIFF file saved in CapturePerfect 3.1 cannot be opened by other 
applications.
Problem If the TIFF file saved in CapturePerfect 3.1 has been compressed, the application 
you are using to open the TIFF file does not support the compression type that 
was used to save the file in CapturePerfect 3.1.
Solution Set the compression type for the image file to [None] and save the file again in 
CapturePerfect 3.1.
✘Scanning Results Are Not as Expected
If there is a problem with the scanning result (e.g., the scanned image is not clear, or the image is 
striped or dirty,) the probable causes are incorrect ISIS/ TWAIN driver settings or a problem with 
the scanning unit inside the scanner. Scanning results can also become skewed if the ISIS/ 
						

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TWAIN driver has not been installed correctly, or the application in use does not support ISIS/ 
TWAIN driver functions.
Symptoms The scanned image is too dark (or faint.)
Problem The [Brightness] setting is not set to an appropriate value.
Solution If the image is dark, set a higher [Brightness] setting, or if the image is faint, set a 
lower [Brightness] setting. 
Symptoms Text or images on the rear side of your document appear in the scanned 
image.
Problem The [Brightness] setting is too low, or the paper is too thin.
Solution Set a higher [Brightness] setting. If the paper is too thin, make a copy of the 
documents and then scan the copy. Alternatively, enable the [Prevent bleed 
through/remove background] setting.
Symptoms Double-sided scanning is not possible.
Problem “Scanning Side” is set to [Simplex].
Solution Set “Scanning Side” to [Duplex].
Symptoms A black margin appears around the scanned document.
Problem A document smaller than the preset paper size has been scanned. Or, the loaded 
document has shifted out of position.
Solution Set [Page size] to [Auto-detection]. Or, set [Border Removal] to on. 
Symptoms The scanned image is skewed.
Problem The document has been fed at an angle. (skew)
Solution Use the document guide adapter to prevent document skew, and set [Deskew] to 
on. 
Symptoms Lines, smudges, or dirt appear on the scanned image.
Problem The scanning glass or rollers inside the scanner are dirty.
Solution Clean the scanning glass and rollers. (See p. 4-1.) 
If lines still appear on the image even after cleaning the scanning glass and rollers, 
the scanning glass inside the scanner may be scratched. Contact your local 
authorized Canon dealer or service representative.
Symptoms The scanned image is abnormal for certain documents.
Problem Functions such as [Auto-detection], [Deskew], or [Border Removal] were used 
when scanning documents containing text or photos up to their edges. (The 
scanner cannot accurately process the edges of documents.)
Solution Disable functions such as [Auto-detection], [Deskew], or [Border Removal] when 
scanning documents containing text or photos up to their edges.
Symptoms The scanned image is abnormal in some applications.
Problem A function not supported by the application was used.
Solution Some applications do not suppor t functions such as auto-detection of the paper 
size. Scanning documents with an application such as this will result in an 
abnormal scanned image. Try scanning with auto-detection of the paper size set to 
“off.” 
						

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✘The Scanner Turns OFF by Itself
When the scanner’s Auto Power OFF function is enabled, the scanner will turn OFF automatically 
if no operations are performed for 4 hours. Check the Auto Power OFF setting. (See p. 3-34.) 
						

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5-2 Uninstalling Software
If the ISIS/TWAIN driver, and “CapturePerfect 3.1” are not operating normally, follow the procedure 
below to uninstall them.
Then, re-install the software from the DR-6010C setup disc. (See “2-3 Installing the Software,” on 
p. 2-4.)
IMPORTANT
Be sure to log on as an administrator when using Windows XP.
1Click the start button and click [Control Panel].
The [Control Panel] window appears. 
2Click [Uninstall a program].
Note
Under Windows Vista, click [Programs] - [Programs and Features].
Under Windows XP, click [Add or Remove Programs].
The [Programs and Features] dialog box appears. 
						

							Chapter 5  Troubleshooting
5-8 Note
Under Windows XP, the [Add or Remove Programs] dialog box appears.
3From the program list, select the application to be removed and click the [Uninstall] button (the 
button may be [Change/Remove], [Delete] or [Remove] depending on the operating system 
you are using).
“Uninstalling the ISIS/TWAIN Driver,” on p. 5-8
“Uninstalling the Job Registration Tool,” on p. 5-9
“Uninstalling CapturePerfect 3.1,” on p. 5-11.
Uninstalling the ISIS/TWAIN Driver
1From the Programs list in the dialog box, select [Canon DR-6010C Driver] Æ click [Uninstall].
2The confirm file deletion screen appears. Click the [Yes] button. 
						

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The uninstall procedure is carried out.
3After uninstall is complete, click the [Finish] button to exit the uninstaller.
Uninstalling the Job Registration Tool
1From the Programs list in the dialog box, select [DR-6010C Job Tool] and click [Uninstall].