FAQ

Please read the FAQ below… if you still have questions please send an email to Support@iscancenter.com.



Sales Questions


Q: Do I need to pay for the OCR Capabilities of SimpleDOX?

A: No. SimpleDOX comes with all features included. Also, OCR Support will be extended further in future releases and product updates.

Q: Do I need to buy SimpleDOX to try it?

A: No. You can download SimpleDOX free of charge and use it in demo mode for 30 days or 2500 Images. You will get access to all system functionality except the ability to archive your System.

Q: What is your technical support policy?

A: Customers who purchase SimpleDOX Advantage or Unlimited will recieve one year of free E-Mail support, and may purchase additional Technical Support packages. Please visit our support page for additional information on technical support.

Q: What do I get if I buy a support contract?

A: You recieve the following benefits:

  • SimpleDOX Version-Specific feature enhancement updates
  • Unlimited online support
  • Online Remote Desktop Support
  • Online Chat with our Technical Support staff

Note that even without the purchase of a support contract, security and bug fix patches are free to all users. Only version specific updates that enhance or add features to the system will be restricted to customers with a support contract.

Q: Do I recieve bug fix patches for free?

A: Yes. All owners of SimpleDOX get software bug fixes free for the life of the version that was purchased.

Q: Do I need to have extensive knowledge on how to set up databases?

A: No. SimpleDOX comes with pre-built database shells designed for home and small business owners. Just select the database that is close to what you need and later you can go back and edit the structure.

Q: iScan differentiates between bug fixes and software updates. Why?

A: Bug fixes are technical issues related to the design of the software. They cause the software to perform in a manner inconsistent with its intended operation. iScan provides bug fixes updates to all customers for the life of its products free of charge.
Software updates are new features and enhancements added to the software to improve its functionality and/or performance. iScan provides software updates to its customers who have a valid support contract.



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General Product Questions


Q: What is the Administrator user name?

A: The Administrator's user name is always 'Admin' (Case insensitive). This will be made more clear in the next update to SimpleDOX.

Q: When I start any of my SimpleDOX modules, they shutdown immediately.

A: The system integrity may have been compromised. In general use, this should only happen if your system's data was tampered with. In rare occasions, this could occur if a power failure or hardware malfunction occurs at critical points in the system's operation, but the odds of this happening are extremely remote. To negate the possibility of this happening to your system, always place your SimpleDOX Server (and Clients if possible) on a UPS. These can be purchased relatively inexpensively at many computer stores, and will save your system in the event of unexpected power failures. If this has happened to you, contact iScan Technical Support and we will attempt to recover the system. iScan does not, however, accept any liability from losses due to power failure or system malfunction. It is your responsibility to protect your hardware.

Q: I cannot login to SimpleDOX because it incorrectly says that the maximum number of users has been reached. One or more of my users did not exit the system properly due to a System crash or power failure.

A: Your Authorization server was not informed by the client computer of the logoff because the session was terminated unexpectedly. Try the following:
  • Halt the SimpleDOX Authorization Server by pressing the "Stop" button on the program, and then restart it.
  • If this does not work, restart your computer.
  • If the problem persists, restart the computer on which the Authorization Server is running.
  • If this does not solve the problem, the system integrity may have been comprimised. Please contact Technical Support.
Q: Will SimpleDOX Work on a Macintosh Computer, or a computer running the Linux Operating System?

A: We currently have no plans for a Macintosh or Linux version of SimpleDOX. It may be theoretically possible to run on these systems through emulation programs such as Wine (Linux) or Virtual PC (Mac), but we cannot guarantee that the program will function in these environments and cannot provide technical support under these installation scenarios.

Q: Do you use any proprietary data file formats for images?

A: No. SimpleDOX uses the TIFF industry standard and only legally archivable image format. Your data is portable to any other system, as well as legally archivable.

Q: Do you store the TIFF image file within your database file?

A: No. For efficiency purposes, only index data is stored in the database. All other related files are stored under the SimpleDOX folder structure.

Q: Can I delete a document from the system?

A: This is not currently supported, as SimpleDOX was designed to manage and protect your business records. In response to users requests, future release of SimpleDOX will allow a document to be purged from the system only if a copy exists on a CD-R archive. In addition, a future release of SimpleDOX will enable use of a Document Type's "Retention Date": a period after which any data in the system may be purged completely. When this feature is activated, iScan reccommends setting the retention date for documents to your industry's legal document retention period. The average retention period for most industries is 7 years.

Q: How many scan stations I can have installed?

A: As many as the number of SimpleDOX licenses you have purchased. iScan only sells full licenses that allow you to access all system features on each workstation that the software is installed on.

Q: What paper sizes I can process in SimpleDOX?

A: The only limitation on paper size is the size supported by your scanner. SimpleDOX can be used to scan anything from business cards to engineering drawings.

Q: There is a new printer installed in my system now, called "TIFF-Xchange V3". Also, a similarly named component is in my start menu. Why did SimpleDOX install this?

A: SimpleDOX works with TIFF-Xchange (a high quality TIFF Image printer) to perform importing by "printing" documents on your system into a TIFF Image file. Don't worry, it is a fully licensed control and contains no spyware. You can use it yourself to print documents on your own if you'd like: it will "print" your documents to an image file.

Q: The SimpleDOX installation locks up when the Imaging and TIFF X-Change controls are being installed.

A: A system protection software package, such as Zone Alarm or Norton Antivirus, may be blocking the installation of this software. Make sure that all Antivirus and Registry Protection software packages are turned off for the duration of the installation. There is no harmful or undesirable code in a genuine SimpleDOX installation, so these do not need to be running.

Q: What ports do I need open in order to run SimpleDOX?

A: SimpleDOX requires an active connection to the internet in order to function properly. Be sure that TCP port 80 (HTTP) is open, as well as TCP/UDP Port 123. Multi-user systems will need to have TCP ports 9300-9310 open as well.

Q: After creating a Document Type where one of the index fields uses a non-alphanumeric symbol, many parts of the system stop working. Why is this?

A: Using special characters (such as Percent, dollar sign, etc...) in index field names can cause SimpleDOX to become unable to save or update information about that Document Type. You will need to delete the offending Document Type and re-create it without special symbols. Version 4.2 will include a fix to restrict symbols that cause these errors.



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SmartScan Plus Questions


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OneBox Questions


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General Troubleshooting


Q: What is the Administrator user name?

A: The Administrator's user name is always 'Admin' (Case insensitive). This will be made more clear in the next update to SimpleDOX.

Q: I am getting security errors saying that my license is corrupt or invalid. How do I fix this?

A: You may have moved your copy of SimpleDOX to a new system without properly Deactivating it on the old and then Reactivating it on the new system. If this is the source of your problem DO NOT attempt to perform a remote deactivation, as your license could be flagged as pirated or fraudulent. Put SimpleDOX back on the original system and see if it will still function. If it does not, or this was not the source of the problem, contact technical support via E-Mail at support@iscancenter.com.

Q: When I start any of my SimpleDOX modules, they shutdown immediately.

A: The system integrity may have been compromised. In general use, this should only happen if your system's data was tampered with. In rare occasions, this could occur if a power failure or hardware malfunction occurs at critical points in the system's operation, but the odds of this happening are extremely remote. To negate the possibility of this happening to your system, always place your SimpleDOX Server (and Clients if possible) on a UPS. These can be purchased relatively inexpensively at many computer stores, and will save your system in the event of unexpected power failures. If this has happened to you, contact iScan Technical Support and we will attempt to recover the system. iScan does not, however, accept any liability from losses due to power failure or system malfunction. It is your responsibility to protect your hardware.

Q: I cannot login to SimpleDOX because it incorrectly says that the maximum number of users has been reached. One or more of my users did not exit the system properly due to a System crash or power failure.

A: Your Authorization server was not informed by the client computer of the logoff because the session was terminated unexpectedly. Try the following:
  • Halt the SimpleDOX Authorization Server by pressing the "Stop" button on the program, and then restart it.
  • If this does not work, restart your computer.
  • If the problem persists, restart the computer on which the Authorization Server is running.
  • If this does not solve the problem, the system integrity may have been comprimised. Please contact Technical Support.
Q: After creating a Document Type where one of the index fields uses a non-alphanumeric symbol, many parts of the system stop working. Why is this?

A: Using special characters (such as Percent, dollar sign, etc...) in index field names can cause SimpleDOX to become unable to save or update information about that Document Type. You will need to delete the offending Document Type and re-create it without special symbols. Version 4.2 will include a fix to restrict symbols that cause these errors.

Q: My SimpleDOX Server has two Network Cards that have been configured to not communicate with each other internally. SimpleDOX chose the primary connection to run the Auth Server on, when I wanted it to be run off of the secondary connection.

A: SimpleDOX 4.1 will automatically select the primary network connection, as it was designed for a single Network Card system. However, support for multiple Network cards (and user choice of which card to use for the Authorization Server) will be added in version 4.2.

Until the 4.2 upgrade, iScan reccommends that you configure your system to treat the desired network card as your primary connection, or to install the SimpleDOX Server on a system with only one Network card.

Q: Can I use a UNC Path for my client Systems in SimpleDOX 4.1?

A: There is a bug in SimpleDOX 4.1 that prevents client systems from using a UNC Path in SimpleDOX if that UNC Path is pointing directly to the server's SimpleDOX install folder. SimpleDOX 4.2 corrects this problem, but as a workaround SimpleDOX 4.1 users may create their network share as a parent folder of the SimpleDOX install directory and point users to it from there.

Q: I have more than one client system for SimpleDOX 4.1. If I point them to the server using mapped drive letters, can the drive letters be different?

A: This should not be a problem in SimpleDOX 4.1 for most users, however some systems have been known to experience this problem on rare occasion. If your system suffers this problem, please contact iScan Technical Support. No users should experience difficulty in providing arbitrary drive map assignments in the upcoming SimpleDOX 4.2 release.

Q: My SimpleDOX system was working fine, but after I restarted the system nothing works. I'm recieving messages that say "Can't create ActiveX object." What's going on?

A: iScan is still investigating this problem, but it appears that some Windows 2003 Server systems remove required SimpleDOX components upon restart. The exact cause is not known at this time, but it appears to be due to security settings in place on the system (including Anti-Virus software).

If you experience this problem, please contact iScan Technical Support and we will attempt to ascertain why it is occurring on your system and resolve the problem.



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Installation Troubleshooting


Q: What is the Administrator user name?

A: The Administrator's user name is always 'Admin' (Case insensitive). This will be made more clear in the next update to SimpleDOX.

Q: I get an "Access is Denied", "Cannot Copy File" or "Cannot Create Directory" error when installing.

A: The account you are using to install SimpleDOX must have Administrator rights. In addition, you should give read/write rights to the SimpleDOX folder to any Windows users that will need to use SimpleDOX in order for the system to function properly.

Q: I am running SimpleDOX on a secure Windows desktop with a user that has only read rights to most files (such as the Guest account), and SimpleDOX fails to save documents to the system.

A: You must have Read and Write security rights for the SimpleDOX directory and all of its contents when you wish to use SimpleDOX. Check that the Windows Account you are logged in under has such rights.

Q: There is a new printer installed in my system now, called "TIFF-Xchange V3". Also, a similarly named component is in my start menu. Why did SimpleDOX install this?

A: SimpleDOX works with TIFF-Xchange (a high quality TIFF Image printer) to perform importing by "printing" documents on your system into a TIFF Image file. Don't worry, it is a fully licensed control and contains no spyware. You can use it yourself to print documents on your own if you'd like: it will "print" your documents to an image file.

Q: The SimpleDOX installation locks up when the Imaging and TIFF X-Change controls are being installed.

A: A system protection software package, such as Zone Alarm or Norton Antivirus, may be blocking the installation of this software. Make sure that all Antivirus and Registry Protection software packages are turned off for the duration of the installation. There is no harmful or undesirable code in a genuine SimpleDOX installation, so these do not need to be running.

Q: The Configuration Wizard will not allow me to create the SQL Server databases for SimpleDOX. Why?

A: First, be sure that you have purchased SimpleDOX Unlimited: the Advantage edition does not allow for the use of SQL Server as the SimpleDOX database.

If you have the SimpleDOX unlimited edition, please check the following:

  • When the Wizard prompts for an Administrator user, use either an SQL Account with Administrator privileges or the built-in SA account.
  • Make sure that the SQL Server's SA account is active.
  • Make sure that the SQL Server allows remote logins via TCP/IP
  • That the Surface Area Manager is configured to allow remote login.
Q: Can I use a UNC Path for my client Systems in SimpleDOX 4.1?

A: There is a bug in SimpleDOX 4.1 that prevents client systems from using a UNC Path in SimpleDOX if that UNC Path is pointing directly to the server's SimpleDOX install folder. SimpleDOX 4.2 corrects this problem, but as a workaround SimpleDOX 4.1 users may create their network share as a parent folder of the SimpleDOX install directory and point users to it from there.

Q: I have more than one client system for SimpleDOX 4.1. If I point them to the server using mapped drive letters, can the drive letters be different?

A: This should not be a problem in SimpleDOX 4.1 for most users, however some systems have been known to experience this problem on rare occasion. If your system suffers this problem, please contact iScan Technical Support. No users should experience difficulty in providing arbitrary drive map assignments in the upcoming SimpleDOX 4.2 release.



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Database Creation Troubleshooting


Q: I have just installed SimpleDOX, and need to create a Document Type so I can begin scanning. What is the easiest way to begin?

A: After giving your Document Type Database a name and description, you will see a list of pre-built database shells. Select one of those to create a database with minimal effort. You can also edit these if you find a need to do so. Please view the Quick Start tutorials for a video that will walk you through this process.

Q: Can I change or edit the structure of the pre-built database shells?

A: Yes. In the Document Type Database Creation Wizard, simply select a shell and hit "Next". You can then select any of the fields and edit them as you would any index field. Note that changes will only be reflect in the specific database you are making: the shell itself will not be changed in subsequent uses of it.

Q: Is there a limit on how many databases I can have?

A: No. You may have as many Document Type Databases as you'd like. Theoretically you may experience slower performance in some sections of SimpleDOX if you have several hundred Document Type databases. Also, you must consider any hard drive limitations you may have. Aside from these theoretical scenarios, however, there is no practical limit.

Q: The Configuration Wizard will not allow me to create the SQL Server databases for SimpleDOX. Why?

A: First, be sure that you have purchased SimpleDOX Unlimited: the Advantage edition does not allow for the use of SQL Server as the SimpleDOX database.

If you have the SimpleDOX unlimited edition, please check the following:

  • When the Wizard prompts for an Administrator user, use either an SQL Account with Administrator privileges or the built-in SA account.
  • Make sure that the SQL Server's SA account is active.
  • Make sure that the SQL Server allows remote logins via TCP/IP
  • That the Surface Area Manager is configured to allow remote login.


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Scanning Troubleshooting


Q: The CaptureDOX Scanner List does not show my scanner.

A: Your Scanner driver may not be properly installed, or it may be corrupted. Try the following:
  • Uninstall and reinstall your scanner driver.
  • Use the scanner utility that came with the scanner and see if you can scan.
  • If that does not work, call your scanner manufacturer for assistance.
Q: What type of scanner driver do I need?

A: Your Scanner Driver must support the TWAIN Interface. As this is the industry standard interface for Scanners, this should not be a problem: but before purchasing, you should verify that your scanner supports the TWAIN Scanner Interface.

Q: What type of scanners are supported?

A: SimpleDOX works with a large and continually growing list of Scanners. We recommend that you select a scanner from our certified scanner list.

If you are concerned with efficient use of the system, it is important that you use a scanner with an Automatic Document Feeder (ADF). iScan does not reccommend scanning with the Flatbed portion of scanners due to the inefficiency of manual page swapping that must occur.

Q: I just installed SimpleDOX, and created a user that I want to use for scanning. However, when I scan a document with CaptureDOX and attempt to save, the system tells me that the User cannot save the document to the current location. Why can't he save?

A: By default, non-Administrator users in the SimpleDOX system have only Read access to folders and files. For a user to be able to create documents in the system, he must have Create rights for the root folder in the Virtual Filing System and all subfolders leading up to the location where they wish to save the new file. Otherwise, they will lack the rights in SimpleDOX to save the Document.

Q: "Constant Page" scanning in CaptureDOX is not working, and I can no longer change it back to variable page scanning!

A: This is a known issue with SimpleDOX 4.1, and is scheduled to be fixed in version 4.2.

Until that release, iScan reccommends that you do not use the "Constant Page" scanning option. To disable Constant Page scanning if you have already changed the setting and now cannot change it back, navigate to your Windows directory and locate the file SDLocal.ini. Open the file for editing, and locate the "ConstPageCount=#" line, where # is the number of constant pages you had set previously. Change that # to 0, and save the file. You will be back to Variable page scanning mode in CaptureDOX the next time that CaptureDOX is run.



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Viewing Troubleshooting


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Archiving Troubleshooting


Q: How can I protect my data stored on the CD archives?

A: We provide you with 5 options to protect your CD archives; you can use one or all of them to protect the CD from being accessed by outsiders. This includes encrypting all data on CD, restricting the CD with a password, and so on. These options are available in ArchiveDOX before the CDs are burned.

Q: How do I find out on which CD archive a file is stored?

A: AdminDOX has an Archive report generator that can give you all the information you need about all CD archives produced by the system. It is located in AdminDOX under the "Reports" Section, titled "ArchiveDOX Reports."



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Future Upgrade Questions


Q: What do I do when SimpleDOX recieves its upgrade to SQL Server support?

A: The SQL Server upgrade will automatically migrate existing data to your local SQL Express/Standard Server or a remote server of your choice. You will only need to ensure that SQL Server or SQL Server express is accessible by the system locally or remotely. SQL Server Express is a free download from Microsoft, and the download will be made available during the upgrade process if you do not have an existing SQL Server to link to.



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Website Information/Privacy Questions


Q: Why register with iScan?

A: Registration is vital to our ability to provide support to our customers. Having a current email for all customers insures that they will receive updates, bug fixes, and special offers from iScan. It also ensures that, in the event of a catastrophic system failure, iScan will have a chance to recover your lost License IDs for your system.

Q: How safe is my credit card information?

A: iScan does not store any customer credit card information in its database. This does create a minor inconvenience in that you must manually enter credit information every time you visit our store, but we feel that the protection of your credit information is far more important. During the product purchase process, the connection between iScan web site and the customer is encrypted using industry standard SSL encryption.



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