We had been working with Softdent Cloud Support to get our desktop scanners working properly in the Cloud. We are constantly getting the "CTXTWAIN has stopped working" error. When this occurs Softdent freezes and we must do a manual log off to reset. We are doing this about 15-20 times a day at this point. I was told that any twain scanner should be compatible, so we bought Brother two sided scanners. Since we had so many issues I called Softdent and they told me to get a "citrix ready" scanner, which I did buy Ambir scanners. We continued to have the same issues with that scanner. We spoke to a citrix specialist and he stated he could remedy the issue by changing some permissions on the citrix side, it did make things better, but we are still experiencing many issues at our second location. I called in today to have support work on our other location and was told that Softdent did not fix anything and that there was no fix for the scanner issue and that it was a problem on our end. The scanners work fantastic except when we are scanning in Softdent Cloud. Since we arte trying to go paperless, this is a very big issues, especially since eforms do not work with the Cloud (which we were told it did by the sales rep then found out after conversion that it did not). If anyone out there is scanning into Softdent Cloud please let me know how it is going for you and what scanners you are using.
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We were having this issue as well. When we talked to support they were aware of the issue and gave us this work around until it is fixed. When you start to scan your first document of the day -
-Capture New Document
- Don't fill in any information yet, click ok
- The capture screen will come up and you will see that only the last two icons (Acquire an Image and Import an Image) are highlighted.
- Close this screen and it will take you back to the main document screen.
Click on Capture New Document and proceed with completing you description and category. Click OK
You should see that when you get to the capture screen, you scanner is available and three of the icons will be highlighted (Select a TWAIN Source, Acquire an Image and Import and Image).
I agree that this is very frustrating and crippling when you are constantly having to shut down your system. I hope this works for you. It usually works for us.
Thank you Betty, yes we are making sure the double arrow icon is blue before scanning. What kind of scanners do you have? We are testing the Ambir scanners and also some Brother scanners.