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    Contents
    • Using Scanner
      • Install Scanner Pro
      • Install Scanner Mini
      • Scanner Pro and Scanner Mini difference
      • Supported languages
      • Open the Scanner settings
      • Editing options in Scanner
      • How to crop and rotate scans
      • Choose your scan size (Custom, A4, A5…)
      • Change the color mode
      • Erase irrelevant details
      • Straighten curved lines on scans
      • Create a scan
      • Create a multi-page scan
      • Create a folder
      • Creating subfolders
      • Move scans into a folder
      • Rename a folder
      • Rename a scan
      • Reorder pages within a multi-page scan
      • Switch between the Grid and List views
      • Sorting options
      • Choose between saving as a PDF, JPEG, or TXT
      • Share scans using the Share Button
      • Send faxes from the scanner app
      • Print scans
      • Share scans from cloud via a link
      • Share scans with Android devices
      • Transfer scans to desktop
      • Password protect scans while exporting
      • Use your cloud storage with Scanner
      • Connect new cloud storage and choose the upload mode
      • How to manually upload files to cloud storage
      • Use iCloud and Share with iCloud Drive differences
      • Text Recognition (OCR)
      • How to search through the recognised text
      • Scanner Widgets
      • Quick Actions
      • Extension in Photo Library
      • Scan documents in iMessages
      • Workflows
      • Smart Categories
    • Billing & Subscription
      • Use Scanner for free, or subscribe
      • How to check and manage your subscription status
      • How to cancel the free trial for Scanner PLUS
      • Refund processes in Scanner Pro and Scanner Mini
    • Troubleshooting
      • I don’t see my scans in the scanner app
      • Can't email scans
      • Scanner crashes
      • There are no “Use iCloud for Sync” and “Store Scans in iCloud” options in Scanner Settings
      • Scanner Freezes
      • Unable to scan
      • Restore accidentally deleted scans
      • Scans don’t auto upload to my cloud storage
      • Fax did not pass
      • Fax function disabled
    • Privacy & Data
      • Scanner privacy FAQ
      • Password protect the Scanner app
    • Contact us
    Home Troubleshooting Unable to scan

    Unable to scan

    If the Scanner seems not to be able to scan, you can solve the issue straight away or get help from our Support Team - follow the article to proceed.

    Note: The steps are listed in order, so start with the first one, see if that helps, and then continue to the next one if it doesn't.

    Step 1. Force restart your device

    It will help to make sure the issue is not a temporary glitch. The steps to force restart iPhone depend on the model - you can see them in this Apple’s guide.

    Step 2. Disable Camera Stabilization in Scanner

    1. Launch Scanner > Settings > Scanning.
    2. Disable the Camera Stabilization toggle.

    Step 3. Contact our Support Team

    For the issue investigation, we’ll ask you for the detailed logs - the automatically produced documentation of the app background activity. The logs contain information that helps us understand where the issue occurred so that we can fix it.

    Note: The detailed logs may contain information about the documents and folders names, but we assure you we treat it as confidential information and use the logs only for investigation purposes.

    How to contact our Support Team and send the logs:

    1. Open Scanner > Settings> Support.
    2. Enable the Detailed logging toggle.
    3. Reproduce the issue.
    4. Open Settings> Support again, and tap Send Feedback.
    • In the subject line, type "Unable to scan”.
    • In your message, describe the issue.
    1. Tap Send. Our team will soon get in touch to help.
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    If you’d like to get individual help from our Customer Support team, follow the steps on the Contact Us page.
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    How to

    • Create a new scan
    • Make better scans
    • Scan from Gallery
    • Edit a scan
    • Fax a document
    • Organize scans

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