Technical Support
We're here to help you make the most of your FileCenter software.
Step 1: Are You Running the Latest?
We frequently update our software with the latest bug fixes. If you're experiencing a problem, try updating first.
Step 2: Is Windows Up to Date?
Make sure that you're running the latest version of Windows, or that you have automatic updates enabled.
IMPORTANT: We cannot provide technical support for versions of Windows older than Windows 10.
Step 3: Self-Help
Our User Guide, Knowledge Base, and tutorial videos provide no-nonsense explanations to help you get up and running.
Step 4: Contact Technical Support
We have a strict policy that all support cases begin with a ticket. We require tickets so that we can more closely track each case.
Start a TicketSupport Policies:
- Support is for technical problems ONLY. For training and setup help, please request a consultation from Professional Services.
- Phone support will be scheduled by your support representative
- Issues are normally responded to within one business day. (There will be limited support on weekends and days surrounding major holidays)
- Hours: 9:00am to 5:00pm, Mountain Time
• Support Advisories •
Brother Scanners Not Working
The latest Windows 11 update (24H2) has broken the scanner drivers for Brother all-in-one devices. Reinstalling the drivers does not fix the problem.
For more information, see the Brother website.
Note that the issue lies with Microsoft and the Windows update. Our support team's hands are tied.
The New Outlook and FileCenter
The Email button and the Save Copy Outlook Addin will not work with the New Outlook because it is web-based. Our development team is aware of this and will be working on a new integration.
For workarounds, read here »
Other Advisories ...
For additional advisories, read here »
Common Problems & Solutions
Ninety percent of our support inquiries deal with a few common problems. These articles and videos will get you to a solution quickly.
| Scanning doesn't work | read | watch |
| I'm blocked from changing my PDF | read | |
| How do I erase in a PDF? | read | watch |
| I still get watermarks on my PDFs | read | |
| PDF searching doesn't work | read | |
| I can't search network files | read | |
| I can't highlight text in my scan | read | watch |
| How do I change the font on the typewriter? | read | watch |
| Drag-and-drop isn't working | read | |
| How do I share a cabinet on the network? | read | watch |
| How do I move FileCenter to a new computer? | read | watch |
| I get an error that the file is already in use | read | |
| The Outlook Add-in doesn't show up or work | read | |
| Can I use a ScanSnap with FileCenter? | read | |
| The Email button doesn't work | read | |
| Wrong product key when I update | read | |
| Can I upgrade from Standard to Professional? | read | |
| After I paid for FileCenter, the feature I love disappeared! | read |