Check the following points

• Is the scanner connected to a network device (such as a switch, a hub, or a router) via a LAN cable?

• Is the network device (such as a switch, a hub, or a router) turned on?

• Is the firmware version for the network device the latest?

• Is the computer connected to a network device (such as a switch, a hub, or a router)?

• Did you configure the settings related to communication conditions on a network device (such as a switch, a hub, or a router)?

• Are there any security limitations in the network?

• Is the network stable?

• Did you select the scanner in Scanner Selection Tool?

• Is the communication status between the scanner and the computer stable?

• Is the scanner connected to another computer?

• Is the scanner's IP address correct?

• Is the IP address of the scanner used for other communication devices?

• Is the correct scanner name set for the image scanning application?

If the problem still persists, check each item in Before Contacting Your Distributor/Dealer 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.

Is the scanner connected to a network device (such as a switch, a hub, or a router) via a LAN cable?

Solution

Connect the scanner to a network device (such as a switch, a hub, or a router) via a LAN cable. Also, connect the LAN cable properly.

When the LAN cable is connected properly, take the following measures:

• Replace the LAN cable.

• Change the port on the network device, which the LAN cable is connected to.

• Change the transmission method for the network device to "full-duplex" or "half-duplex".

Is the network device (such as a switch, a hub, or a router) turned on?

Solution

Turn on the network device (such as a switch, a hub, or a router).

Also, check that there is no error or malfunction on the network device.

For errors that occur on the network device, refer to the manual of your network device.

Is the firmware version for the network device the latest?

Solution

If the firmware version for the network device is not the latest, unexpected operations may occur.

Contact the network administrator to check the firmware version, and consider updating it to the latest version.

For details about how to update the firmware for the network device, refer to the manual of your network device.

Is the computer connected to a network device (such as a switch, a hub, or a router)?

Solution

Connect the computer to a network device (such as a switch, a hub, or a router).

For details, refer to the manual of your computer.

Did you configure the settings related to communication conditions on a network device (such as a switch, a hub, or a router)?

Solution

When the following are set on the network device (such as a switch, a hub, or a router), take measures accordingly.

• Protocol filter function is enabled.

  Allow the protocol which is to be used for communication.

• MAC address filtering is enabled.

  Configure the network device (such as a switch, a hub, or a router) with the MAC address of the scanner.

  Check the MAC address which is printed on the label on the back of the scanner. For details, refer to Checking the Product Label.

For the settings on the network device, refer to the manual of your network device.

Are there any security limitations in the network?

Solution

The access limitations for users may be configured in the network.

For details, contact the network administrator.

Is the network stable?

Solution

Connect to the network after it becomes stable.

A network can be unstable by the following events:

• A network monitoring program is running.

• A file is transferring.

If the network is unstable, restart the network devices. However, before restarting them, make sure that communications with other devices are not affected if the network devices are restarted. The network devices may become unstable.

Did you select the scanner in Scanner Selection Tool?

Solution

Start up Scanner Selection Tool, and check whether the scanner that you want to connect the computer to is displayed in the list.

Scanner Selection Tool can be started up in the following procedure:

• Windows 10/Windows Server 2016/Windows Server 2019/Windows Server 2022

  Click [Start] menu → [SP Series] → [Scanner Selection Tool for SP Series].

• Windows 11

  Click [Start] menu → [All apps] → [SP Series] → [Scanner Selection Tool for SP Series].

Is the communication status between the scanner and the computer stable?

Solution

Check the communication status between the scanner and the computer.

Start up the command prompt on your computer, specify the scanner's IP address by using the PING command, and then check the communication status.

Check the scanner's IP address in IP Address Setting Tool.

IP Address Setting Tool can be started up in the following procedure:

• Windows 10/Windows Server 2016/Windows Server 2019/Windows Server 2022

  Click [Start] menu → [SP Series] → [IP Address Setting Tool for SP Series].

• Windows 11

  Click [Start] menu → [All apps] → [SP Series] → [IP Address Setting Tool for SP Series].

Is the scanner connected to another computer?

Solution

The scanner can be connected to only one computer at a time. Wait until the other computer is disconnected from the scanner, and then connect the computer to be used again.

Is the scanner's IP address correct?

Solution

Check whether the scanner's IP address is correct by using IP Address Setting Tool.

For details, refer to the Network Setup Tool for SP Series Help.

IP Address Setting Tool can be started up in the following procedure:

• Windows 10/Windows Server 2016/Windows Server 2019/Windows Server 2022

  Click [Start] menu → [SP Series] → [IP Address Setting Tool for SP Series].

• Windows 11

  Click [Start] menu → [All apps] → [SP Series] → [IP Address Setting Tool for SP Series].

When specifying an IP address manually, specify the correct IP address.

When setting the IP address automatically, check whether the DHCP server functions normally.

Even when the DHCP server functions normally, an IP address may not be assigned correctly depending on the settings for the DHCP server. Check the operation status and the settings for the DHCP server.

Is the IP address of the scanner used for other communication devices?

Solution

If there are multiple communication devices using the same IP address on the same network, communication may fail. Avoid duplicates in IP addresses.

Is the correct scanner name set for the image scanning application?

Solution

Check whether the scanner name for a wired LAN connection is set for the image scanning application.

Depending on the scanner driver, the scanner name that you select differs as follows.

• For PaperStream IP (TWAIN) for SP Series/PaperStream IP (TWAIN x64) for SP Series

  PaperStream IP xxx Net

• For PaperStream IP (ISIS) for SP Series

  PaperStream_IP xxx Net

The scanner model name is shown in [xxx]. For details, refer to the help for the scanner driver.