When a user is having trouble with scanning checks:
For models that support ink, link to video showing how to replace ink:
General Troubleshooting:
1. Unplug the USB cable from the back of the scanner.
2. Restart your computer.
3. Once your computer is back on the desktop plug the USB cable back into the scanner.
4. Log into Aptexx and go to Payments > Check scanning.
5. Scan a check
If the above doesn’t work try checking the services:
You can check services in NinjaOne.
1. Locate device in NinjaOne.
2. Select Tools>Service manager
3. Locate Aptexx Check Scanning > Click on 3 dots > Restart
If the steps for NinjaOne do not work, or is unavailable, The following can be completed on the User's machine:
1. Click on the windows start button and type “services.” - Run as admin.
2. Click on view local services or services desktop app.
3. Locate the service called “Aptexx Check Scanning.”
4. Right-click on the name and click “start.”
5. Once the services have started close out the big box and log into Aptexx and try scanning a check.
https://support.aptexx.com/hc/en-us/articles/360000700966-Scanner-Troubleshooting
For issues with the service not starting:
- Open services as admin.
- Right click on Aptexx Check scanning > Properties.
- Select Recovery Tab.
- On the dropdowns select Restart the services
For testing:
Locate the Panini MultiDemo application - K:\Software Library\Aptexx
Install on User's machine, test by pressing Play button and scanning checks.
If App only loads spash screen, scanner not detected - have user connect to USB 2.0 (black ports) if the printer is having trouble with being detected.
May need to restart services (steps above), log out of Aptexx website and sign back in