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 techinical 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 •
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 »
MalwareBytes
We have reports that MalwareBytes is interfering with FileCenter on multiple levels. Whitelisting FileCenter does not make a difference. For now, the only solution is to disable MalwareBytes.
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 |