Check the following points

• Do the documents meet the paper requirements?

• If the setting to detect overlapped documents is enabled, do the documents fulfill the conditions to detect overlapped documents accurately?

• Did you scan a thick document such as a plastic card?

• Did you fan the documents before loading them?

• Have the documents just been printed out from a copy machine or a laser printer?

• Is the document stack thinner than 5 mm?

• Is the roller set (the brake roller and pick roller) installed correctly?

• Is the roller set (the brake roller and pick roller) clean?

• Is the roller set (the brake roller and pick roller) worn out?

If the problem still persists, check each item in Before You Contact the Scanner Service Provider first, then contact the distributor/dealer where you purchased this product. Refer to the contact information in the Contact List if supplied with this product, or refer to the contact information in the Contact for Inquiries section if provided in Safety Precautions supplied with this product, and then make an inquiry.

Do the documents meet the paper requirements?

Solution

Use documents that meet the requirements.

For details, refer to Documents for Scanning.

If the setting to detect overlapped documents is enabled, do the documents fulfill the conditions to detect overlapped documents accurately?

Solution

Some documents may be detected as overlapped documents accidentally.

For details, refer to Conditions Required to Accurately Detect Overlapped Documents (Multifeed).

In such a case, disable the setting in the image scanning application or scanner driver so that overlapped documents are not detected.

Did you scan a thick document such as a plastic card?

Solution

Disable the setting in the image scanning application or scanner driver so that overlapped documents are not detected.

For details about scanning plastic cards, refer to Precautions.

Did you fan the documents before loading them?

Solution

Fan the documents.

For details, refer to Preparation.

Have the documents just been printed out from a copy machine or a laser printer?

Solution

Fan the documents a few times to remove static electricity.

For details, refer to Preparation.

Is the document stack thinner than 5 mm?

Solution

Up to 5 mm in thickness of the document stack can be loaded. Reduce the number of sheets to make the document stack thinner than 5 mm.

Is the roller set (the brake roller and pick roller) installed correctly?

Solution

Install the roller set (the brake roller and pick roller) correctly.

For details, refer to Replacing the Roller Set.

Is the roller set (the brake roller and pick roller) clean?

Solution

Clean the roller set (the brake roller and pick roller).

For details, refer to Daily Care.

Is the roller set (the brake roller and pick roller) worn out?

Solution

Start up the Software Operation Panel to check the counter for the roller set (the brake roller and pick roller), and if necessary, replace the roller set.

For details about how to check the counter, refer to Checking the Sheet Counters.

For details about how to replace the roller set, refer to Replacing the Roller Set.