Troubleshooting Scanning (Slate Desktop, Slate Acquire, Batch Acquire)

The batch scanning utility within Slate, known as Batch Acquire, is a process that is highly dependent upon local factors, including the scanner hardware, the scanner drivers, the .NET Framework version installed, anti-virus software installed, the network user account, domain group policies, memory availability, corruption of the local application cache, and a host of other factors. These many factors may manifest themselves in similar ways, which makes troubleshooting Batch Acquire issues a process which requires a multi-pronged approach. Since our ability to troubleshoot local equipment is limited, we recommend working with your institutional IT resources to troubleshoot any errors you may be receiving using the resources below.

If difficulties persist with any local equipment configurations, we recommend scanning any documents to your local computer/network using your scanner's native interface. These PDF documents can then be uploaded to Slate digitally in a batch via Batch Acquire, or individually on a person record interface.

Important

Microsoft ended Mainstream support for Windows 7 in January 2015 and Windows 8 in January 2018 and therefore will no longer supply non-security updates for either of these operating systems, to either the TWAIN or .NET Framework upon which Slate Acquire is based. Therefore if the error/issue should persist after following the instructions outlined, it may be necessary to upgrade to Windows 10.

Specific Error Messages

Application cannot be started. Contact the application vendor.

If the error is limited to a specific user on a specific workstation, this likely indicates corruption of the local application cache which will need to be reset.

Open a command prompt and run the following commands:

rundll32 dfshim CleanOnlineAppCache
rmdir /s %localappdata%\apps\2.0

If an "Access is denied" message appears, reboot the computer and then open a command prompt immediately upon restarting (prior to accessing Slate) to ensure that there are no files actively in use.


Slate Acquire has stopped working

This error message is typically caused by an error in either the Microsoft TWAIN system or .NET Framework as it's trying to pass data from the scanner driver to the Slate Acquire software. As the error originates from the Operating System the solution will depend upon the specific circumstances.

Operating System or Software Steps

Windows 7 and 8 operating systems

On Windows 7 and 8 operating systems, it may be necessary to repair the Windows Update installation and apply any outstanding system updates. 

  1. As an administrator, open a command prompt and execute the following statement:
    %systemroot%\system32\regsvr32.exe %systemroot%\system32\wuaueng.dll
  2. Manually update the "Windows Update" software by following the appropriate instructions from - https://support.microsoft.com/en-us/kb/2887535.

Windows 7 SP 1 systems

For some Windows 7 SP 1 systems the following updates may need to be applied manually:

  1. July 2016 update rollup for Windows 7 SP1 - http://support.microsoft.com/kb/3172605.
  2. Remove software related to the Windows 10 free upgrade offer - http://support.microsoft.com/kb/3184143.

Fujitsu scanner and the PaperStream IP scanning software

Systems using a Fujitsu scanner and the PaperStream IP scanning software may experience this error when selecting a non-Custom Scanner Preset in the New Material dialog box. To test this:

  1. When adding a new material to a record in Slate, select the scanner preset of "custom."
  2. When the PaperStream IP dialog presents, click into the drop down in the upper left corner and make an explicit profile selection from the list.
  3. If the scan proceeds without error, edit the [000: Current Setting] profile and reset it to the default values.
Technolutions Slate: An error has occurred while uploading this batch

This error message is due to an error in the configuration of the .NET Framework. Please follow the instructions for repairing and resetting the .NET Framework. If this should fail to resolve the situation, and within the details of this error the message of "A call to SSPI failed, see inner exception. ---> The requested security package does not exist" appears, it may be necessary to edit the registry to explicitly enable them.

Action Steps

Repair the Microsoft .NET Framework

Microsoft provides a tool which can be downloaded - https://docs.microsoft.com/en-us/dotnet/framework/install/repair 

Reset the Microsoft .NET Framework

  1. Via "Programs and Features" in the Control Panel uninstall everything that starts with "Microsoft .NET," starting with the newest versions first.
  2. In the same window, click on the link to "Turn Windows features on or off," and uncheck any ".NET Framework" options currently selected. 
  3. If the uninstall fails, download the .NET Framework Cleanup Tool. Details for using this can be found in this article - https://blogs.msdn.microsoft.com/astebner/2008/08/28/net-framework-cleanup-tool-users-guide/.
  4. Restart the computer.
  5. Return to Programs and Features and re-enable the .NET Framework options within the "Turn Windows features on or off."
  6. Install the latest Microsoft .NET Framework

Install the latest Microsoft .NET Framework

  1. Download the offline installer for the latest .NET Framework Runtime version - https://www.microsoft.com/net/download.
  2. Execute the downloaded file to start the installation process.

Modify Security Packages via the Registry Editor

  1. Reboot the computer.
  2. Open a command prompt and run the sfc /scannow command.
  3. Run Windows Update, and ensure that all of the latest security updates have been installed.
  4. Open the Registry Editor and navigate to the following key:
    Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Lsa.
  5. Update the Security Packages Multi-String value to have the following items, in order, and reboot the computer (see image below for reference):
    1. Kerberos
    2. msv1_0
    3. schannel
    4. wdigest
    5. tspkg
    6. pku2u
    7. livessp
General Guidelines

To ensure that there aren't any driver issues and to reset the TWAIN system, we recommend resetting the drivers for the imaging device.

We also recommend ensuring that the latest version of the .NET Framework is installed on the computer, and in some very rare cases this might require either repairing or resetting the Microsoft .NET Framework. Please contact the organization's local IT support with any difficulties during these steps.

Action Steps

Reset TWAIN drivers for the imaging device

  1. Via "Device Manager," uninstall the driver for the imaging device, making sure to check the box to "Delete the driver files."
  2. Via "Programs and Features" in the Control Panel, uninstall all current scanner drivers, softwares, in addition to the "Technolutions Slate Desktop" software.
  3. Delete all contents from the %windir%/twain_32 directory (e.g. C:\Windows\twain_32).
  4. Restart the computer.
  5. Open the browser, navigate to the manufacturer's website and download only the TWAIN drivers (32 bit is preferable).
  6. If possible extract the contents of the setup file and manually install the driver via "Printers and Scanners" as this will minimize any conflicts with proprietary software; otherwise please proceed with a traditional installation.

Repair the Microsoft .NET Framework

Microsoft provides a tool which can be downloaded - https://docs.microsoft.com/en-us/dotnet/framework/install/repair 

Reset the Microsoft .NET Framework

  1. Via "Programs and Features" in the Control Panel uninstall everything that starts with "Microsoft .NET," starting with the newest versions first.
  2. In the same window, click on the link to "Turn Windows features on or off," and uncheck any ".NET Framework" options currently selected. 
  3. If the uninstall fails, download the .NET Framework Cleanup Tool. Details for using this can be found in this article - https://blogs.msdn.microsoft.com/astebner/2008/08/28/net-framework-cleanup-tool-users-guide/.
  4. Restart the computer.
  5. Return to Programs and Features and re-enable the .NET Framework options within the "Turn Windows features on or off."
  6. Install the latest Microsoft .NET Framework

Install the latest Microsoft .NET Framework

  1. Download the offline installer for the latest .NET Framework Runtime version - https://www.microsoft.com/net/download.
  2. Execute the downloaded file to start the installation process.
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