Scanning issues
No device found, driver bitness, duplex, and other capture fixes.
When the scanner won't show up, duplex is greyed out, or a batch stops mid-feed, work through the fixes below in order — most capture problems are a driver or a paper-path issue, and Scanix gives you a built-in way to pin down which. Start with Detect Scanners, then Run Diagnostics if nothing appears.
Scanning is Windows-only
Scanix Desktop talks to scanners only on Windows. On any other platform the app reports "Scanning is only supported on Windows." and the scan controls stay inactive. Everything else — importing files, OCR, export — still works.
Fix it step by step
Detect the scanner
Open the Scanner page. Scanix probes for connected devices automatically when the page loads, but you can run it again any time.
If no device is listed, click Detect Scanners (it reads Detecting... while it works). A successful probe lists each device by name, lights a green status dot on the USB Scanner panel, and reports Found N scanner(s) at the top of the page.
Screenshot
The Scanner page with the USB Scanner panel, a detected device listed with its green status dot, and the Scan button below it. — shot troubleshooting-scanning-issues-01
Still nothing? Run Diagnostics
If the panel still reads "No scanner detected. Connect a USB scanner and click detect.", click Run Diagnostics (it reads Probing... while it works). Scanix opens a report that tells you exactly where the chain breaks — whether the driver manager loaded, how many sources it can see, and which drivers are registered.
Read the report top to bottom:
| Row | What it tells you |
|---|---|
| TWAIN DSM | Whether the driver manager loaded. not found at any candidate path means the scanner's driver software isn't installed. |
| Sources visible to DSM | How many scanners the driver manager can see — and the first one's name. 0 here means the driver is installed but no device is reachable. |
| 64-bit drivers (twain_64) | The drivers Scanix can actually use. You want at least one here. none registered is the problem to fix. |
| 32-bit drivers (twain_32) | Drivers of the wrong bitness. If this row lists drivers but the 64-bit row is empty, the report flags it directly. |
| Last error | The most recent failure message, handy to quote when contacting support. |
Screenshot
The Run Diagnostics report listing the TWAIN DSM path, Sources visible to DSM count, the 64-bit drivers (twain_64) and 32-bit drivers (twain_32) rows, and Last error. — shot troubleshooting-scanning-issues-02
Install the 64-bit driver
Scanix Desktop is a 64-bit app, so it needs your scanner's 64-bit driver. If diagnostics shows 32-bit drivers present but the 64-bit drivers row reads none registered, the report says so in plain words: "wrong bitness! Install the 64-bit driver."
Download and install the 64-bit (x64) TWAIN driver for your exact model from the manufacturer, then click Detect Scanners again. If your manufacturer ships separate 32-bit and 64-bit packages, pick the 64-bit one.
The 32-bit driver won't work
When only the 32-bit driver is installed, Scanix reports either "The installed driver is 32-bit; Scanix needs the 64-bit driver." or "No TWAIN scanners are registered." — the device can't be used until the 64-bit driver is in place.
Troubleshooting
Once a device is detected, these are the issues you're most likely to hit during a run.
Duplex is greyed out and can't be ticked. In the scan options, the Duplex (scan both sides — feeder only) checkbox is disabled when the connected scanner doesn't advertise duplex support — hovering it shows "Not supported by this scanner." This is expected on simplex-only and flatbed-only devices: two-sided capture needs a scanner with a duplexing automatic document feeder (ADF). Connect a scanner that advertises duplex and the checkbox becomes available. Scanix also auto-clears the duplex tick the moment you pick a device that can't do it, so a saved preference never forces an unsupported mode.
Duplex needs a duplexing feeder
Duplex captures the front and back of each sheet in one pass, which only a scanner with a duplexing feeder can do. Flatbed (platen) and feeder-less scanners can only scan one side at a time, which is why the checkbox stays greyed out for them.
Screenshot
The scan options on a duplex-capable scanner with the Duplex (scan both sides — feeder only) checkbox available; the same checkbox greyed out with its "Not supported by this scanner" tooltip on a non-duplex device. — shot troubleshooting-scanning-issues-03
The batch stopped partway through the stack. A feeder run can end early on a paper jam, a double-feed, or a driver stall. When that happens Scanix keeps every page it already captured and imports them — you don't lose the work — and tells you the run finished short so you can reload the remaining sheets and scan them as a second batch.
A paper-path message appeared mid-scan. Scanix surfaces the scanner's own paper-path state as a short, actionable message:
| Message | What to do |
|---|---|
| "Paper jam — clear the feeder and retry." | Clear the jammed sheet from the feeder, then scan again. |
| "The feeder is empty. Load pages and retry." | Load pages into the ADF before starting the scan. |
| "The scanner cover is open. Close it and retry." | Close the cover or lid, then retry. |
| "The scanner is busy with another operation." | Wait for the other job (or another app) to release the scanner, then try again. |
Next steps
Connect & choose a scanner
Detect devices, read the diagnostics report, and confirm which scanner a job uses.
Scanning & capture
Connect a scanner, choose a device, and start a scan three different ways.
Scan settings
Resolution, color mode, paper source, and duplex — the options applied to each scan.