Frequently Asked Questions
Welcome to the Planon's DocuPen portble handheld rechargeable scanner FAQ section.
Technical Support:
North American Offices:
Toll Free: 1 877 3628736
E-mail: support@planon.com
This Frequently Asked Questions section primarily deals with questions related to Planon's newest handheld portable scanner the DocuPen.
General Questions
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How many scans can the DocuPen store up to?
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Does the DocuPen come with free software?
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How much does it weigh?
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What is the DocuPen's scanning resolution?
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How fast can the DocuPen scan a page at?
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How does the DocuPen connect to my computer?
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Is the USB cable USB 2.0 compatible?
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What is recommended to get a good scan?
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I do lots of fieldwork and need the DocuPen; does the DocuPen come with a protective case?
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Do I need to bring my laptop with me when I use the DocuPen?
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When transferring data from the DocuPen to PC, how long will the download take?
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I have Windows XP and when I try installing PaperPort, I get an error message that says the software has not passed windows testing. What should I do?
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What can be the maximum length and width of a scan?
Memory Questions
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How much memory does the DocuPen have?
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How many pages can the DocuPen store up to?
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What type of memory is used in the DocuPen?
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When the DocuPen is switched off, how long will data remain?
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Can portions of the data stored in the Pen be removed?
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When I erase the memory bank how come the last scanned images are still showing up on the Twain Penscanner Control Window as thumbnails? Even when I close the programs, and shut the computer off.
Battery Questions
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What kind of batteries are used in the DocuPen?
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How long do the batteries last?
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Will removing the batteries erase the data?
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Having a hard time removing the Battery Cover, How can I get it off without breaking it?
DocuPen Operation Questions
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I cannot get the DocuPen to be recognized by the PaperPort software during download
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If I shake or twist my DocuPen while scanning, what will happen?
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How can I tell if a scan was done properly by theDocuPen?
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When I try scanning a page with the DocuPen, why do the lights turn off half way through?
DocuPen - ScanSoft PaperPort Software Questions
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What is PaperPort?
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I use PaperPort 9.0; will the Docupen work with version 9?
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Can I e-mail scanned documents immediately from PaperPort?
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Can I convert my scanned documents for word processing?
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Is the DocuPen compatible with OmniPage?
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Can I use the OCR function to convert a language other than English to editable text?
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Can I flip or rotate my scanned images?
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If I scan intending to use the OCR capability, why are the letters not recognized, or strange garbled images instead of the text?
Warranty & Return Policy
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What is the Warranty on the DocuPen?
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What's the Return Policy?
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How and where do I ship the DocuPen once an RMA has been issued?
Other Questions
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Can I print directly from the Scanner?
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General Questions
• How many scans can the DocuPen store up to?
The DocuPen handheld scanner can store up to 100 pages into memory.
• Does the DocuPen come with free software?
Yes! Free ScanSoft PaperPort software is included with the DocuPen portable scanner package.
• How much does it weigh?
The DocuPen handheld scanner weighs in at 1.75 ounces.
• What is the DocuPen's scanning resolution?
The DocuPen handheld scanner is capable of scanning at 100 dpi and 200 dpi resolution modes.
• How fast can the DocuPen scan a page at?
The DocuPen handheld scanner can scan a full 8 ½ x 11" sized documents in 4 seconds @ 200 dpi resolution and approximately 8 seconds @ 400 dpi resolution.
• How does the DocuPen connect to my computer?
The older DocuPen handheld scanner versions had both USB and Serial cables. All subsequent versions will consist of USB cables only.
• Is the USB cable USB 2.0 compatible?
Yes, the DocuPen handheld scanner USB cables are all subsequently USB 2.0 compatible.
• What is recommended to get a good scan?
Place documents on clean, flat, hard surface for scanning. Ensure that rollers are facing towards you and that scans are down from the top of a document and down towards you. Place a little pressure on the rollers to ensure proper tracking.
• I do lots of fieldwork and need the DocuPen; does the DocuPen come with a protective case?
Yes the DocuPen portable scanner comes with a protective leather case for protective purposes on the field.
• Do I need to bring my laptop with me when I use the DocuPen?
No, the DocuPen portable scanner operates on batteries and therefore does not require a laptop which in turn makes it the ideal portable scanner.
• When transferring data from the DocuPen to PC, how long will the download take?
The transfer rate will depend on the number of pages, typically it will take approximately 3-5 seconds per page with the USB 2.0 cable.
• I have Windows XP and when I try installing PaperPort, I get an error message that says the software has not passed windows testing. What should I do?
The software that comes with the DocuPen handheld scanner is ScanSoft's Paperport, which is perfectly safe. Only in the later versions of Windows XP does this message appear, as the above mention software was developed before these versions of Windows XP were released. PaperPort will work well with all other Windows Editions. You may simply skip the message to continue the installation process.
• What is the maximum length and width of a scan?
The DocuPen handheld scanner can scan books/documents up to 36" long in one scan, but the width can only be a maximum of approximately 8".
PaperPort allows you to merge images together for basic needs of putting a larger document together. There are other 3rd party software available to do better merging and stitching. One suggestion would be Adobe Photoshop.
Memory Questions
• How much memory does the DocuPen have?
The DocuPen handheld scanner consists of 2 MB worth of flash memory.
• How many pages can the DocuPen store up to?
The 2 MB flash memory in the DocuPen handheld scanner is capable of storing up to 100 pages of 8.5 x 11 sized text based documents.
• What type of memory is used in the DocuPen?
Flash memory is used within the DocuPen handheld scanner.
• When the DocuPen is switched off, how long will data remain?
All scanned data in the DocuPen will remain in the flash memory, until the user decides to intentionally download or delete it from the PaperPort software included with the handheld scanner.
• Can specific portions of the data stored in the DocuPen be removed?
No, specific portions of scanned data cannot be removed selectively from the DocuPen handheld scanner. When you clear the handheld scanner's memory bank, all data is cleared. You can selectively choose certain scanned data you want to save upon download in the Twain Penscanner Control Window before clearing the memory.
• When I erase the memory bank how come the last scanned images are still showing up on the Twain Penscanner Control Window as thumbnails? Even when I close the programs, and shut the computer off.
The default images will remain as thumbnails till a new scan is downloaded from the DocuPen handheld scanner; this is by default with many other scanner software and Twain interfaces. They are in a temporary file. It does also allow you one last chance to save any of the images to your computer if you have forgotten to do so, and have already erased the memory bank of the DocuPen handheld scanner.
Battery Questions
• What kind of batteries are used in the DocuPen?
The DocuPen handheld scanner uses coin batteries - Energizer #389 High Drain Button Cell Battery
• How long do the batteries last?
The DocuPen battery source lasts up to approximately 200 page scans.
• Will removing the batteries erase the data?
No, the DocuPen handheld scanner uses flash memory, therefore all scanned data will remain in memory until you the user intentionally removes it from the PaperPort software.
• Having a hard time removing the Battery Cover, How can I get it off without breaking it?
Since the DocuPen handheld scanner covers are only set in place at the factory, it should not be required to slide, only pull up from the small tip. One of a couple techniques that works very well is to slide your fingernail under the front tip (small end) and slide it along the long front edge till you get to the first mounting leg. This will normally pry apart the cover that may stick due to tight tolerance.
Another technique is to gently pry with your fingernail on both long edges alternately rocking the cover up.
Please click here to view our online tutorial video regarding Inserting Batteries.
DocuPen Operation Questions
• I cannot get the DocuPen to be recognized by the PaperPort software during download.
Please go through our quick check list below to try to resolve this issue, but if you are still having problems getting your DocuPen handheld scanner to be recognized then please contact our Toll Free technical support line at 1-877-DOCUPEN.
1) Check the actual connections between the USB or Serial cables to the DocuPen handheld scanner, check that the stereo jack plug is all the way in the DocuPen.
2) Check the wire connection as well at the computer side. Try switching USB ports, as that sometimes may resolve connection issues.
3) Check the version of the DocuPen handheld scanner, as the 2003 version USB requires the Prolific 2003 Dirver & the cable only should be detected by the hardware wizard once plugged in the first time. Also check in the Device Manager for properly loaded and functional drivers. If they are not listed under the PORTS category, then they may not have been installed. Please install accordingly from the CD provided with the DocuPen portable scanner
4) For the version manufactured in 2004, the driver is the "CP 2101 USB & UART bridge controller". Both the cable & the scanner must be plugged in to be recognized by your Windows Operating System.
5) There can be other issues with Windows alone requiring various service packs, or updates, etc that may affect the recognition of the DocuPen.
These are the basic areas to check first, of course in Windows XP & Windows 2000 you must be logged on as "Administrator, or Owner" and it is also recommended to temporarily disable any anti-virus software.
Once again, if you are still expericing difficulties, please contact the Toll Free techical support line 1-877-DOCUPEN.
• If I shake or twist my DocuPen while scanning, what will happen?
The DocuPen handheld scanner operates on the concept of WYSIWYG - What You Scan Is What You Get. Therefore your scan will result in a little distortion upon skaing or twisting of the DocuPen handheld scanner while scanning.
• How can I tell if a scan was done properly by theDocuPen?
The DocuPen's LED indicators will inform you whether or not errors were made during a scan. The main thing to watch is your speed, if you are too fast the RED LED will blink, slow down. Please note the tilt of your positioning of the DocuPen as well. If you are tilting the DocuPen up during a scan, then the scan will not turn out as desired.
• When I try scanning a page with the DocuPen, why do the lights turn off half way through?
When this occurs, it may be related to the DocuPen's battery source being low, therefore replacing the coin batteries will the resolve this issue.
DocuPen - ScanSoft PaperPort Software Questions
• What is PaperPort?
PaperPort software is a file management program that efficiently integrates with your computers existing programs for easy access and transfer.
• I have PaperPort Version 9.0; will the DocuPen work with version 9.0?
Yes, even though The DocuPen portable scanner comes bundled free with PaperPort 8.0 SE, it will be compatible with PaperPort version 9.0 as well.
• Can I e-mail scanned documents immediately from PaperPort?
Y! PaperPort integrates with your computer's e-mail client (Outlook Express, Microsoft Outlook, etc.) therefore you can simply select on the document you want to send and then click on the e-mail icon at the bottom of the program and an e-mail composition window will appear.
• Can I convert my scanned documents for word processing?
Yes! PaperPort integrates with your computer's word processing programs (Microsoft Word, Notepad, Wordpad, etc.) and with a built-in OCR (Optical Character Recognition) capability, it allows for one to convert a scanned image into editable text. The original data must be printed text, as hand written information will not be easily recognized.
• Is the DocuPen compatible with OmniPage?
Yes, the DocuPen handheld scanner is compatible with OmniPage, as it is also a software made from ScanSoft, just like PaperPort.
• Can I use the OCR function to convert a language other than English to editable text?
The OCR will recognize the English alphabet and all languages that use the English alphabets should pose no problem unless they use characters and symbols not in the English alphabet. You may consider getting third party OCR software for the language of your choice for best results, which will be compatible with the DocuPen handheld scanner.
If your native Windows Operating System is in one of these 10 Languages; Brazilian, English, French, Italian, German. Spanish, Dutch, Danish, Norwegian, & Swedish. Then PaperPort will automatically load the version that the native Windows Program detects. This will allow you to edit in the native language as well.
Also coming in the Fall 2004 - OCR support for Asian languages including Chinese (Traditional & Simplified), Japanese, & Korean.
• Can I flip or rotate my scanned images?
Yes, PaperPort will allow flipping and rotating of scanned images, along with other editing feature such as cropping and adding annotations.
• If I scan intending to use the OCR (Optical Character Recognition) capability, why are the letters not recognized, or strange garbled images instead of the text?
First always scan in hi-resolution mode for optimum results, secondly remember if you capture images as well as text they must first be edited separately. You can either cut, & or paste the image or text. OCR will not recognize certain symbols, and handwritten messages. These can be cut and saved as an image file and added to you text (Word) document afterwards.
Also remember that very fine or detailed fonts may also not be perfectly recognized. Most all OCR programs will provide at best 90% accuracy for conversion.
Warranty & Return Policy
• What is the Warranty on the DocuPen?
Planon System Solutions Inc. provides a warranty for 3 months on the DocuPen from the date of purchase for any manufacturer's defect. Planon's liability is limited to the repair or replacement of any product deemed to be defective by Planon at Planon's discretion.
Warranty Procedures:
Please follow the instructions below to ensure that your unit is repaired or replaced in accordance with the warranty.
Obtain Prior Authorization:
Please call Planon System Solutions Inc. at 905 507 3926 to obtain an RMA (Return Merchandise Authorization) number before proceeding with your return. Planon does not accept any units without a valid RMA Number. Please also provide Planon with your invoice information along with serial numbers of the product for return under warranty.
Supply Proof of Purchase:
For returns under warranty, you must have the original invoice or packing slip to prove the purchase. We only accept returns of items under warranty in the original box with all accessories, warranty cards, owner's manuals, etc.
Shipment Method:
Planon's responsibility is only upon receipt of the unit to our location. Please contact Planon System Solutions Inc., at 905 507 3926 regarding where to send your unit for repair/replacement under the warranty. It is the responsibility of our customers to insure that the unit arrives to us, please obtain proper tracking number and insurance. Customers will be responsible for any shipping costs to and from the location specified by Planon.
• What's the Return Policy?
The following return policy applies only to purchases made from www.planon.com or from Planon System Solutions Inc. (If you have purchased our products from a local retailer or from one of the e-tailers, the returns will be subject to their policies guidelines. Please check with your retailer or etailers for details)
You are entitled for a 30-day money-back guarantee from the date of shipment, should you not like the DocuPen for any reason. If you have any questions regarding your return please feel free to contact us at planon@planon.com or 905-507-3926.
Return Policy Procedures:
Please follow the instructions below to ensure that you get a credit to your account or an exchange unit as preferred under our return policy.
Obtain Prior Authorization:
Please call Planon System Solutions Inc. at 905 507 3926 to obtain an RMA (Return Merchandise Authorization) number before proceeding with your return. Planon does not accept any units without a valid RMA Number. Please also provide Planon with your invoice information along with serial numbers of the product for return under the return policy.
Location of Return:
All returns procedure will be handled at the source of purchase. Should there be a dispute at source, customers are requested to mail in complaints to Planon management in writing about the dispute. Planon management will give due consideration about the matter and will attempt to resolve the case in discussion with the resellers, etailers or retailers.
Proof of Purchase:
For all returns, you must have original invoice or packing slip to prove the purchase. We only accept returns of items, in the original box with all accessories, warranty cards, owner's manuals, etc. within 30 days for an exchange or refund under our Return Policy.
Time Span:
Please allow 4 -8 weeks from the date we receive the return for credit, the credit will not include the shipping charges incurred for the original shipment.
Shipment Method:
Planon's responsibility is only upon receipt of the unit to our location. Please contact Planon System Solutions Inc., at 905 507 3926 regarding where to send your unit for repair/replacement under the warranty. It is the responsibility of our customers to insure that the unit arrives to us, please obtain proper tracking number for confirmation purposes and insurance. Customers will be responsible for any shipping costs to and from the location specified by Planon. Planon assumes no liability for loss or damage of the returned packages.
• How and where do I ship the DocuPen once an RMA has been issued?
Kindly return your product with a Return Authorization Number (as provided by Planon in this format RTXXXX/MMYY) written on the package to the location specified by Planon:
Once shipped, send an e-mail confirming the shipment along with the carrier used and the associated tracking number. Once we receive the item back at the warehouse, we will credit your account or send an exchange unit as preferred.
Please allow 4 -8 weeks from the date we receive the returned product for credit, the credit will not include the shipping charges incurred for the original shipment.
Other Questions
• Can I print directly from the Scanner?
No, the DocuPen handheld scanner currently does not have the capability to print directly your scanned images, but please feel free to sign up for our Planon E-newsletter for any updates to Planon's products.
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