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Can't scan

Recently Quicken has been terminating when I am trying to scan into a transaction. It happens when Q is looking for the scanner. BUGSPLAT!

Answers

  • Hello @Rick Fisher

    Thank you for reaching out on the community and telling us about your issue. I do apologize for the issue you're having. I'm wondering what exactly is causing this issue. How long have you been experiencing it? Was it in the most recent patch this has been happening? One thing we can attempt here would be a mondo patch. 

    https://www.quicken.com/support/update-and-patch-20182019-release-quicken-windows-subscription-product

    Once you've tried this let us know how it goes! Depending how it goes we'll see what we can try next.

    Thanks,

    Quicken Francisco


  • Rick Fisher
    Rick Fisher Member ✭✭
    Although Q has been updating regularly, it was on R 1. I updated to R 30.21 but Q stills blows up when it looks for the scanner. My scanner is a Brother MFC-L2740DW which I have had for years. Q is able to print on it and my scanner software finds it. Although it is presently wireless I tried hard wiring it with ethernet to my router, no change. I now have to scan the document and attach the file. A lot of extra steps. While you are fixing this it would help if it recognized the auto doc feed so I do not have to scan every page separately. Thanks.
  • Quicken Anja
    Quicken Anja Moderator mod
    Hello @Rick Fisher,

    Thank you for reaching out to the Community and telling us about your issue, though I apologize that you are experiencing this and for not having received a follow-up response yet.

    If you don't mind, I'd like to start off by having you create a new (test) file to see if you experience the same issue in a new file as well. In doing so, we will be able to determine whether or not this is caused by an issue within your current data file.

    Follow the steps below to create a test file:
    1. Choose File menu > New Quicken File.Advanced Data File Troubleshooting to Correct Problems With Quicken for Windows
    2. Select New Quicken File.Advanced Data File Troubleshooting to Correct Problems With Quicken for Windows
    3. Click OK.
    4. In the File name field, enter the name of the new file, then click Save. Use a name like "Test File" to easily be able to tell it apart from your main file. Advanced Data File Troubleshooting to Correct Problems With Quicken for WindowsDon't use any of these characters: * ? < > | " : \ / (asterisk, question mark, left and right-angle bracket, pipe, straight quotation marks, colon, BACKSLASH, FORWARD SLASH). Also, don't add the .qdf extension; Quicken does that for you.
    5. Sign in with your Quicken ID (if prompted). If you are prompted to create a Quicken ID, click Sign In under the Create Account prompt. 
    6. Select to not use Mobile (if prompted).
    7. Click Add Account (you can add a "dummy" manual account by selecting the +Offline Account option)

    After adding an account, see if you are experiencing the same problem in this test file. From there, you can then switch back to your original file. 

    Follow the steps below to switch files:

    1. Click the File menu.
    2. Look near the bottom of the options list.
    3. Select the data file you want to open. 

    Advanced Data File Troubleshooting to Correct Problems With Quicken for Windows
    Quicken will list the most recently opened data files, with a checkmark next to the file you are currently viewing.

    Let us know how it goes!

    -Quicken Anja
  • Rick Fisher
    Rick Fisher Member ✭✭
    The new file and all my other files blow up when trying to find the scanner. Can I get a fresh version of Quicken?
  • Quicken Anja
    Quicken Anja Moderator mod
    @Rick Fisher thanks for trying that!

    In that case, I recommend that you perform a clean uninstall/reinstall (this is different from simply uninstalling and reinstalling the program) which will clear out and replace the existing configuration files for Quicken (this does not affect any of your data and/or backup files). 

    To do so, please refer to this support article and scroll down to the section titled If the steps above do not resolve the issue. Then, open and follow the instructions found in the blue dropdown sections titled First: Download and use QCleanUI and Second: Rename Quicken Shared Folders.

    Let us know how it goes!
    -Quicken Anja
  • Rick Fisher
    Rick Fisher Member ✭✭
    The procedure was full of holes. The MSI clean failed because there were no MSI files. The rename failed because there were no such files to be renamed. The clean program seemed to work and I ran it twice. I also deleted and reloaded Quicken twice. Q still fails when looking for the scanner. The message is different, no BUGSPLAT. I sent two error reports. Please help.
  • Sherlock
    Sherlock SuperUser ✭✭✭✭✭
    The procedure was full of holes. The MSI clean failed because there were no MSI files. The rename failed because there were no such files to be renamed. The clean program seemed to work and I ran it twice. I also deleted and reloaded Quicken twice. Q still fails when looking for the scanner. The message is different, no BUGSPLAT. I sent two error reports. Please help.
    We are not told to run the MSICLEAN.EXE.

    We are told the rename instruction only apply if the folders still exist.  

    Note:  The rename instructions applied to the Intuit folders, should also be applied in the parent folder:
    1. In the C:\Program Data folder, right-click the Quicken folder. Select Rename, give the folder a different, unique name (example: "Troubleshooting"), then press Enter.
    2. In the C:\Users\[your user name]\AppData\Roaming folder, right-click the Quicken folder. Select Rename, give the folder a different, unique name (example: "Troubleshooting"), then press Enter.
  • Rick Fisher
    Rick Fisher Member ✭✭
    That did not help so I hooked up a different scanner. A Brother ADS-1700W. Did the full installation including drivers. Opened Quicken and BOTH scanners showed up. Problem solved. The MFC scanner worked with other software so I thought it was ok. Blowing up is an inelegant solution to a problem but thanks for your help.
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