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Ambir FAQs

32 / 64 bit Operating Systems

• How can I tell if my operating system (OS) is 32 or 64 bit? Answer
  

  Click the Start button then click Control Panel. If you are using XP or Vista make sure the control panel is in Classic view. Click on the System icon. Look in the System section. It will be listed as System Type. Please note that if you are using XP and the words 64-bit are not listed on the page, you have a 32-bit OS.

• Does the TravelScan Pro 600 or 2300 work on Vista 64 bit operating systems? Answer
  

  No. The TravelScan Pro 600 and 2300 do not work on Vista 64.

• Does the TravelScan 464 (PS464) or TravelScan Pro 2300 work on Vista 64 bit operating systems? Answer
  

  No, these scanners will not work on a Vista 64 bit operating system. These two products are legacy scanners and as such are not supported by all operating systems.

Cleaning and Calibration

• How do I recalibrate my scanner? Answer
  

  Occasionally, it may become necessary to re-calibrate your scanner. To do this, open your primary scanning application and initiate a scan. This will open the scanner’s TWAIN interface window. Depending on your model scanner, there may be a tab at the top of this window called CUSTOM SETTINGS. Click on this tab and you will see a button near the bottom of the window labeled CALIBRATE. Click on the CALIBRATE button and follow the screen prompts to recalibrate your scanner.
  
  You can also use these same instructions to clean your scanner.

• What is the purpose of scanner calibration? Answer
  

  The process of ensuring accurate reproduction of color for images. Full color calibration is really a two-step process: calibrating your input device, such as a scanner; and calibrating your output device, such as a printer or monitor. By calibrating input and output devices correctly, color is accurately captured by your scanner and is reproduced faithfully on your monitor or printer as well.
  
  Please see your monitor or printer manufacturer for information on calibrating these devices.

• How often should I calibrate my scanner? Answer
  

  For an average user, we recommend calibrating your scanner about every three months. For heavy users, once a month may be necessary. Generally, the best indicator of a needed calibration will be when your scanned documents show a grayish or hazy discoloration. Dark or black streaks on your scans are a good indication that your scanner may need cleaning. Please use the cleaning sheets supplied with your scanner.

• How often should I clean my scanner? Answer
  

  For an average user, we recommend cleaning your scanner about every three months. For heavy users, once a month or even more frequently may be necessary. Generally, the best indicator of a needed cleaning will be the appearance of any black streaks that show up on your scanned document. We recommend recalibrating your scanner first. If this does not improve the quality of your scans, then clean your scanner using the supplied cleaning sheets.

• How many times can I use my cleaning and calibration sheets? Answer
  

  Cleaning sheets may be reused until noticeably dirty, which may be many months in a standard office environment, or a much shorter period of time in a dusty industrial environment or when traveling frequently with your scanner. Calibration sheets may be reused indefinitely until damaged or lost.

• How often should I clean and calibrate my scanner? Answer
  

  For optimal image quality, we recommend Ambir scanners be cleaned and calibrated once every 1000 scans. Regular cleaning will prevent build up of materials (e.g. dust, label adhesive, inks, oils, etc.) on the image sensor which could deteriorate scan quality. Regular calibration ensures the scanner image sensor is optimized.
  

• How do I calibrate or clean my scanner when using 3rd party software? Answer
  

  STEP 1. Go to your Control Panel

  STEP 2. Select Scanners and Cameras
  

  STEP 3. Right click on your Ambir scanner - select Properties

  STEP 4 Click on the Advanced tab to access the CLEAN & CALIBRATE buttons.

• When should I replace my cleaning sheet? Answer
  

  Cleaning sheets should be discarded and replaced when they get dirty and/or do not seem to have the same usage improvement effect.

Driver Support

• How can I check if my scanner drivers are installed properly or my hardware is functioning properly? Answer
  
  
  

  1. For Windows XP, go to Device Manger by right clicking on My Computer and then Selecting Device Manager. For Windows Vista or Windows 7, go to Start --> Control Panel --> System --> Device Manager
  2. Click on the Plus icon next to Imaging Devices.
  3. Right click on your scanner and go to Properties. Click the Driver tab and click on Driver Details. If there are no imaging devices confirm that it is not located Unknown devices or Other devices. If the scanner is located in Unknown devices or Other devices or has a yellow exclamation point next to the scanner
     under Imaging devices please contact Ambir technical support at 630.530.5400
     option 3.
  4. There should be multiple drivers listed in this inventory, if there is only one please contact Ambir technical support at 630 530 5400 option 3.
     
     
     

Error Messages

• What should I do if I get a USB not powered error? Answer
  

  First, make sure that your USB cables add up to a length of no more then 10ft. If applicable, try plugging directly into the computer instead of a hub. In addition, try switching USB ports. If none of these actions resolve the problem, please call Ambir technical support at 630.530.5400 option 3.

• What should I do if I get the cannot create file error? Answer
  

  In most situations this is a user rights issue. Make sure that the user has both read and write access to create files in the location to which you are trying to save the scans. To determine if this is the cause of the error, change the destination of the scan to your desktop. If this change eliminates the error message then you will need to have an administrator adjust the destination folder settings so that the user has both read and write rights to that folder. If this doesn’t work please call Ambir technical support at 630.530.5400 option 3.

• What do I do if I get an error when opening data source? Answer
  

  STEP 1. Make sure the correct scanner is selected in Select Source field. 
  STEP 2. Next try a scan; if this doesn’t work move on to Step 3 
  STEP 3. Go to Control Panel 
  STEP 4. Select Systems 
  STEP 5. Select the Hardware tab 
  STEP 6. Click the Device Manager button 
  STEP 7. Select Imaging Devices and right click on the scanner and see if the driver is installed properly. If the scanner is not there or has an error message next to it, please uninstall completely. If there is no error please call Ambir technical support at 630.530.5400 option 3. 
  STEP 8. Reinstall scanner after uninstalling it completely and try to scan again 
  STEP 9. If this doesn’t work please contact Ambir technical support at 630.530.5400 option 3.

• What do I do if I get the message please insert item to be scanned after the item to be scanned has already been inserted? Answer
  

  First, make sure that the item being scanned is touching the image sensor. Ambir scanners use different types of image sensors. The mechanical image sensors look like a little switch at the front of the scanner. The optical image sensors look like an LED light that doesn’t light up. If the image sensor is being touched by the item and you still receive the message to insert the item to be scanned please call Ambir technical support at 630.530.5400 option 3.

• What should I do if I get a Load dll. failure? Answer
  

  STEP 1. Make sure the correct scanner is selected in Select Source field
  STEP 2. Now try and scan. If that doesn’t work try Step 3
  STEP 3. Go to Control Panel
  STEP 4. Select System
  STEP 5. Select the Hardware tab (If you are using Windows 7 or Vista you may skip this step)
  STEP 6. Click the Device Manager button
  STEP 7. Select Imaging Devices and right click on the scanner and see if the driver is installed properly. If the scanner is not there or has an error message next to it, please uninstall completely. If there is no error please call Ambir technical support at 630.530.5400 option 3.
  STEP 8. Reinstall scanner after uninstalling it completely and try to scan again
  STEP 9. If this doesn’t work please contact Ambir technical support at 630.530.5400 option 3.

• I get the following error message when I try to run AmbirScan 1.1: "The application failed to initialize properly (0xc0000135)" Answer
  

  You need to download and install Microsoft .net 2.0 framework.

Installation

• I have installed the scanner on my computer but I cant get it to work. Answer
  

  You should always reboot your computer after final installation. Before scanning you should first select the scanner source and then calibrate the unit before scanning.

• How do I uninstall my scanner? Answer
  

  STEP 1. Go to your control panel 
  STEP 2. Select System

  STEP 3. Select Hardware tab (Skip this step if you are running Vista or Windows 7)
  STEP 4. Click the Device Manager button 
  STEP 5. Select Imaging Devices then right click on the scanner and hit uninstall 
  STEP 6. Next, reinsert your Ambir scanner driver disk 
  STEP 7. Click on Install Driver 
  STEP 8. When it gives you the option to Modify, Repair or Remove, select Remove and follow the onscreen steps This will completely remove the scanner from your computer.

• I plugged the scanner into my computer but the scanner is not detected. Answer
  

  Make sure the USB cable is fully connected to the scanner and your computer. You may want to try inserting the USB cable into another USB port on your computer.

Sales

• Can I order more calibration & cleaning kits? Answer
  

  Yes. You may order them online or call our sales department at 630.530.5400 option 2.
  
  

• Can I order more photo sleeves? Answer
  

  Yes. Please call our sales department at 630.530.5400 or order on-line at www.ambir.com.

• What is the difference between the 5 and 7 series scanners? Answer
  

  The 7 series comes with new software, AmbirScan and PageManager 7. Also, all the 7 series ships with an enhanced driver that must be installed before plugging in the scanner. In all other respects the 7 series and 5 series are the same.

Scanner Operation and Features

• How long does it take to scan a typical document? Answer
  

  The scan speed will vary based on the physical size of the document, DPI, your scanner type and other factors. Please refer to the product specification page of the scanner you are interested in for more detailed information.

• What types of computers will your scanners work with? Answer
  

  Ambir scanners will work with desktop, laptops, and netbooks. In fact most any computer that has USB port and a CD-ROM drive will work with our scanners.

• Will the scanner handle thicker sheets of paper? Answer
  

  Yes. Our scanners will scan heavy weight paper up to 90 lb bond.

• I scanned a document with wet Liquid Paper. What should I do? Answer
  

  It is important to avoid scanning documents with wet liquid paper as this may damage your scanner. If you do happen to scan a document with wet liquid paper on it you will need to immediately clean your scanner 3 or 4 times. If after this cleaning you are getting black streaks please call Ambir technical support at 630.530.5400 option 3.

• What can I do with the button on my scanner? Answer
  

  This button may be used to launch an imaging application. To activate the quick button:
  
  Windows Vista
  Go to Start >> Control Panel >> Scanners and Cameras, then click your scanner once to highlight it. Click the Properties button then select the “Events” tab. This will allow you to select the program you want the quick button to open.
  
  Windows 7
  Go to Start >> Control Panel >> Devices and Printers. Right-click your scanner and select “Scan Properties” from the list. Go to the “Events” tab. This will allow you to select the program you want the quick button to open.
  
  Windows XP
  Go to Start >> Control Panel >> Scanners and Cameras. Right-click your scanner and select “Properties” from the list. Go to the “Events” tab. This will allow you to select the program you want the quick button to open.
  

• Can I use Ambir Technology scanners in a Citrix or Remote Desktop Protocol (RDP) environment? Answer
  

  Yes, any TWAIN scanner can be used in a Citrix environment. Be aware that if you are using Windows XPe make sure you have Service Pack 2 installed and install the appropriate driver on the client hardware connected to the scanner. Please refer to this article on the Citrix support site if you need further information.

• I installed the Scanner Driver. How do I scan? Answer
  

  You must install scanning software. Our scanners come with AmbirScan. Follow the Quick Start Guide that came with your scanner to install the software.

• I installed the Scanning Software. How do I scan? Answer
  

  Make sure the driver is installed:

  1. For Windows XP, go to Device Manger by right clicking on My Computer and then Selecting Device Manager. For Windows Vista or Windows 7, go to Start --> Control Panel --> System --> Device Manager
  2. Click on the Plus icon next to Imaging Devices.
  3. Right click on your scanner and go to Properties. Click the Driver tab and click on Driver Details. If there are no imaging devices confirm that it is not located Unknown devices or Other devices. If the scanner is located in Unknown devices or Other devices or has a yellow exclamation point next to the scanner
     under Imaging devices please contact Ambir technical support at 630.530.5400 option 3.
     
  4. There should be multiple drivers listed in this inventory, if there is only one please contact Ambir technical support at 630 530 5400 option 3.
     
     Once you confirm the driver is installed, you should be able to use the scanning software.
     
     
• I am trying to scan an item but the top of it keeps getting cut off. Answer

  The scanner prefeed option is set for too long of a distance. Follow the steps below to adjust the prefeed:

  1. Click Start >> Control Panel >> Scanners and Cameras (XP & Vista) or Devices and Printers (Windows 7). Click on TravelScan Pro then click the Properties button.
  2. Go to the "Advanced" tab in Properties and there will be a setting labeled “Distance” you can adjust with a slider bar. Move the slider bar almost all the way to the left, towards Short. This will adjust the prefeed so your scanner doesn’t pull the item in too far.

Scanning Quality

• What do I do if there are black lines on all of my scans? Answer
  

  The first thing you should do is calibrate you scanner. If that doesn’t work, try cleaning you scanner. Take the cleaning sheet that came with your scanner and spray it with cleaning solution before running it through the scanner cleaning cycle. If that doesn’t work please call tech support at 630.530.5400, option 3.

• My scans have a black background. Can I change the black background to white? Answer
  

  Given that the internal rollers within the Ambir sheet-fed scanners are black, it is not possible to change the background color to white in the resulting image output. We suggest that you select the scan size closest to the item you are scanning to minimize the black space.

• What should I do if I get black or white lines on my scan? Answer
  

  The first thing you should do is to recalibrate your scanner. After that you should clean your scanner using the provided cleaning sheet by first spraying 3 sprays of a cleaning solvent on the cleaning sheet and then running the cleaning setting on your scanner.  If this doesn’t resolve the problem, please call Ambir technical support at 630.530.5400 option 3.

• What should I do if there is one thick dark line and one thin dark line on my scan? Answer
  

  This error is caused by inserting the calibration paper sideways. Turn the calibration paper so that all the arrows point into the scanner and recalibrate.

• I can scan with the scanner but the image output is totally black. Answer
  

  You will need to calibrate the scanner with the calibration sheet that came with the scanner. If your calibration sheet comes with black horizontal bars then they must face down when calibrating.

Scanning Software

• I am trying to scan business cards into Presto! BizCard 6 with my TravelScan Pro, but the tops of the cards keep getting cut off. Answer
  

  The scanner prefeed option is set for too long of a distance. Follow the steps below to adjust the prefeed:

  1. Click Start -> Control Panel -> Scanners and Cameras (XP&Vista) or Devices and Printers (Windows 7). Click on TravelScan Pro then click the Properties button.

  2. Go to the Advanced tab in Properties and there will be a setting labeled “Distance” you can adjust with a slider bar. Move the slider bar almost all the way to the left, towards Short. This will adjust the prefeed so your scanner doesn’t pull the cards in too far.

• I am trying to scan business cards into Presto! BizCard 6 with my scanner, but the tops of the cards keep getting cut off. Answer
  

  The scanner prefeed option is set for too long of a distance. Follow the steps below to adjust the prefeed:
   
  1. Click Start -> Control Panel -> Scanners and Cameras (XP&Vista) or Devices and Printers (Windows 7). Click on TravelScan Pro then click the Properties button.

  2. Go to the Advanced tab in Properties and there will be a setting labeled “Distance” you can adjust with a slider bar. Move the slider bar almost all the way to the left, towards Short. This will adjust the prefeed so your scanner doesn’t pull the cards in too far.

• Does Presto! BizCard 6 support TWAIN and WIA compliant scanners? Answer
  

  Yes.

• I lost the activation serial number that came with the boxed version of Presto! BizCard 6. How do I get a replacement serial number? Answer
  

  We're sorry, but lost serial numbers cannot be replaced. Contact our sales department at 630.530.5400 option 2 to inquire about purchasing replacement software.

• What versions of Microsoft Outlook does BizCard 6 support? Answer
  

  BizCard 6 supports Microsoft Outlook 2000 and later.

Warranty and RMA

• How do I obtain service on my scanner? Answer
  

  Please contact the Ambir Technology support department at 630.530.5400, option 3 for a return authorization number.

• What is the warranty on my scanner? Answer
  

  Your scanner comes with a limited one year parts and labor warranty.

• Can I still get service for my 5 series scanner? Answer
  

  Yes, Ambir Technology still supports the 5 series scanner.

• I lost my RMA number. What should I do? Answer
  

  Please contact customer service at 630.530.5400 option 3 and they will provide you with your RMA number.

• Where do I send my scanner for repairs? Answer
  

   

  928 North Oak Lawn Ave.

  Elmhurst, IL 60126

  Please follow the directions in the email sent to you by Ambir for labeling your return with an RMA number.

• More than 30 days have passed since I received my RMA number. Can I still send in my product for return/replacement? Answer
  

  You can send your scanner, but your RMA number has expired. Before sending in your scanner, you must contact Customer Service at 630.530.5400, option 3 and obtain a replacement RMA number.