Capture and missing pages

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I am hoping I can find some answers here:

I have three different scanner brands (Fujitsu, Kodak and Pansonic), using three different software packages with three different environments/clients ALL are having the same issue.  Random missing pages.  At first, we thought it was the personnel operating the scanner.  Removed that issue.  But now the seasoned scan tech is also having the same issue.

We then were told it might be the settings in the scanner, which made sense, but addressed that and it still happens.  It is not misfeeds.

Capturing every page is our job, period.   We believe this might be related to the driver/OS.  It is the only common factor with all three vendors.

Any thoughts out there?

Thanks for your input.

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Lisa Desautels
President
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So, you’re using a single generic driver across the different machines?

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Lorenn,

We are using the vendor created drivers in each instance.  We cannot figure out why this is happening.  I can only conclude there is something in the TWAIN driver but it is three different vendors.

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Lisa Desautels
President
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Thing is, TWAIN drivers are pretty low level.  Meaning they are not complex pieces of software.  They are meant to communicate at a machine language level and there really hasn’t been a lot of change in them in a fair while.  And since you have clarified that you’re using the specific drivers from the device manufacturers, and it’s different manufacturers, the odds of it being the TWAIN drivers is remote at best.

So, then you have to start troubleshooting above that.  Meaning, things like network protocols and AD groups and such that the devices, and the operators that are accessing them, belong to and what might be getting introduced there.  Firewall rules and network segmentation.  Is the server component of the software from each manufacturers installed all on the same server, and if so, is there an issue with the server.  Things like that.

If you are doing OCR/ICR, is there some setting in whatever platform you’re using for that which could be, purposely, skipping pages because of a common reason.  Are you noticing the skipped pages in the specific software from each manufacturer, or do all the scans go to a common staging point like a network share or a database.  If you’re only noticing the skipped pages outside of the scanner softwares themselves, then is there something with that staging environment.  Obviously, if you’re noting the skipped pages right in each scanner software, then you can rule that staging location out.

If none of these is even a possibility, and you have truly determined that there is no commonality to the skipped pages in terms of sequence, type of paper, content (if doing OCR/ICR), then I would say you would have no choice but to wipe out the software installs, the machine records in AD, and possibly firewalls, reset the machines to factory spec, delete the user accounts of the operator(s), and then rebuild everything testing as far along the end-to-end chain as you can at each step until everything is back to prod state.  I mean, if it’s mission-critical (“Capturing every page is our job, period”), then you don’t have much choice as you have to solve that problem, right?
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Hi Lisa:

If it were the Canon software I’d tell you to check the Skip Blank Page sensitivity, but that doesn’t seem to be the issue. Too bad, as that would be an easy fix. Have you noticed any other issues with the scanners?

Great answers as always, Lorne.

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Devon McCollum, CIP
Corporate Records and Information Manager
Members 1st Federal Credit Union
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Have you tried testing the scanners at a different power outlet? I have seen brand new Canons do random stuff like add in ghost blank pages and throw random error codes when there’s a faulty (or overloaded) outlet. One of the new scanners didn’t work well when a space heater was turned on. It was an old building, but you never know.

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Devon McCollum, CIP
Corporate Records and Information Manager
Members 1st Federal Credit Union
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With regard to the three software packages, have you tried Capture Pro from Alaris (Kodak). I have had very good luck with that, Rick

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Richard Freeman
Principal Consultant
Ricoh Canada
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I so appreciate all the feedback.  😉

Yes, the Kodak scanner is using Kodak Software.  We will go with the most logical feedback which is to set the scanners back to factory specs, and uninstall and reinstall the software.   We will start with the Fujitsu scanners on this to see if that makes a difference.

I feel like maybe there has been something learned in the software and a reset of the hardware/software and set up of the profiles may resolve the issue.

Thank you, everyone, for the feedback!

Lisa

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Lisa Desautels
President
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Paper quality is also matters i.e multiple folds paper, as well different paper brands having different quality.


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Lisa –

Sorry, I know that you’re saying that you don’t think it’s a misfeed — but that’s my first thought.

The short answer is if you have to get it right, scan twice on two different sets of hardware and compare the results.  Ideally in an automated way but if not automated, manually.  It’s not a pretty answer but if you have to get to 100% that may be what it takes for a while.

In my experience it’s rarely a driver problem.  It’s almost always a feed problem.  However, the only way you’re going to find it is to isolate the pattern and work from there.

What kind of error rate (missing pages) are you seeing?  1:100, 1:1,000, 1:10,000

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Robert Bogue
President
Thor Projects LLC
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I was thinking it might be the blank page skip sensitivity level, as well.  Our Fujitsu has that option and I played with it and set it back to zero.  Any chance your pages that are missing are always pages with very little on them?

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Connie Prendergast
Records Management Clerk
Flagstaff County
Sedgewick, AB CANADA
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I agree with Connie.  All of our high end scanners that we use have a blank page skip sensitivity and that setting, if it applies to your situation, could be the cause of the missing pages.

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Nancy Stockton, PMP, FCRM, RMLO
Project Manager/Records Manager
Manatee Clerk of Courts
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I always prefer to do any image logic in the software instead of on the scanner, it keeps all of the logging in one place, makes auditing easier.

-Rob.

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Rob Doucette
Business Systems Manager
Blanchard Machinery
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Hello, we had this issue recently.  I spoke with tech support at Fijitsu.  We have the fi-7700 scanner, but somehow the fi-7700S had been selected as our default scanner.  That scanner is a single-sided scanner only.  Once we chose the right scanner, fi-7700 (no S on the end), we were back in business.  I don’t know if this will resolve anyone else’s issues, but this was the fix for us.
Jo Walter, Records Specialist , SMSC  ​

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Jo Walter
Records Specialist
Shakopee Mdewakanton Sioux Community
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