Step 1: Are You Running the Latest?
We frequently update our software with the latest bug fixes. If you're experiencing a problem, try updating first.
Step 2: Self-Help
Our User Guide, Knowledge Base, and tutorial videos provide no-nonsense explanations to help you get up and running.
Step 3: Contact Technical Support
We have a strict policy that all support cases begin with a ticket. We require tickets so that we can more closely track each case.Start a Ticket
- Support is for technical problems ONLY. For training and setup help, please request a consultation from Professional Services.
- Phone support will be scheduled by your support representative
- Issues are normally responded to within one business day. (There will be limited support on weekends and days surrounding major holidays)
- Hours: 9:00am to 5:00pm, Mountain Time
Common Problems & Solutions
Ninety percent of our support inquiries deal with a few common problems. These articles and videos will get you to a solution quickly.
|Scanning doesn't work||read||watch|
|I'm blocked from changing my PDF||read|
|How do I erase in a PDF?||read||watch|
|I still get watermarks on my PDFs||read|
|PDF searching doesn't work||read|
|I can't search network files||read|
|I can't highlight text in my scan||read||watch|
|How do I change the font on the typewriter?||read||watch|
|Drag-and-drop isn't working||read|
|How do I share a cabinet on the network?||read||watch|
|How do I move FileCenter to a new computer?||read||watch|
|I get an error that the file is already in use||read|
|The Outlook Add-in doesn't show up or work||read|
|Can I use a ScanSnap with FileCenter?||read|
|The Email button doesn't work||read|
|Wrong product key when I update||read|
|Can I upgrade from Standard to Professional?||read|
|After I paid for FileCenter, the feature I love disappeared!||read|