The scan feature could be disabled (grayed out) for the following reasons

  1. The user does not have scan permission in AppXtender
  2. AppXtender cannot communicate with the locally attached scanner
  3. The Captiva Cloud Runtime software has not been installed Note: If you scan documents directly into AppXtender from a locally attached scanner, Captiva Cloud Runtime will need to be installed on the computer.
  4. The user's browser cannot communicate with the local Captive Cloud service on the pc

The user does not have scan permission in AppXtender

  • The user will need to have their manager submit the appropriate access request so that the scanning permissions can be added in AppXtender.

AppXtender cannot communicate with the locally attached scanner


If AppXtender cannot detect your scanner for whatever reason, the "Select Scanner" option will be disabled. Usually this means that your computer cannot communicate with the scanner or that the drivers for the scanner.

  1. First verify that the scanner is connected to the PC via the USB cable.
  2. Next verify that the scanner power supply is connect to the scanner and plugged into a working outlet.
  3. Now check and see if the scanner has been recognized and installed by Windows. To do this make sure your scanner appears in the "Scanners and Cameras" section within Control Panel. If the scanner is not shown to be recognized by Windows, try turning the power switch on the scanner to the off position and then turning it back to the on position. Often times this is enough to make Windows detect and install the hardware.

The Captiva Cloud Runtime software has not been installed


Installing Captiva Cloud Runtime 3.0
1. Navigate to the following location on the T-drive:
a. T:\Banner\Xtender\AX 16.3 Captiva\captiva_cloud_runtime_3.0\Windows\
2. Right-click setup.exe and choose Run as administrator
3. If prompted with a security warning, click Run
4. If prompted to allow the app to make changes to your device, click Yes
5. Click Next on the first installation prompt
6. Accept the license agreement and then click Next
7. Choose Disable remote access and then click Next
8. Click Install. Wait for installation to complete, and then click Finish.

Installing Captiva Cloud Runtime Patch 3.0.989
1. Navigate to the following location on the T-drive:
a. T:\Banner\Xtender\AX 16.3 Captiva\captiva_cloud_runtime_3.0.989\
2. Right-click setup.exe and choose Run as administrator
3. If prompted with a security warning, click Run
4. If prompted to allow the app to make changes to your device, click Yes
5. A prompt should inform you that the setup will perform an upgrade of Captiva Cloud Runtime 3.0. Click Yes to continue.
6. Click Next on the first installation prompt.
7. Click Install. Wait for installation to complete, and then click Finish.


The user's browser cannot communicate with the local Captive Cloud service on the PC


After installing Captiva Cloud Runtime, you may find that the scan buttons are unclickable when you go to scan a new document (see image):

 

If you are using Mozilla Firefox:

  • Navigate to https://127.0.0.1:49735/ in the address bar
  • You should get a “connection not secure” message
  • Click Advanced… and then click Add Exception…. A new window will pop up; make sure the box is checked for Permanently store this exception and then click Confirm Security Exception

If you are using Google Chrome:

  • Navigate to chrome://flags/#allow-insecure-localhost in the address bar
  • There will be a highlighted portion that says Allow invalid certificates for resources loaded from localhost. Set that option to Enabled

Try the solution for whichever browser you are using and then try going into AppXtender again via the link on OneTech.


Selecting a scanning in AppXtender






Now the Scan button should be selectable and documents can be scanned in from the connected scanner.





"Driver in user" error when attempting to use a third party scanning software (e.g. CapturePerfect)


After opening AppXtender and selecting the scanner, you get a "Driver in use" error when attempting to use a third party scanning software like CapturePerfect.



To release the lock that AppXtender has on the scanner, select the arrow next to the scanner icon in AppXtender and click Unload Scanner on the far right.



 After the scanner is unloaded you should be able to select it in the other scanning program. To use the scanned in AppXtender again you will need to close the other scanning program.