Pre-Sale Questions

System Compatibility

Q: Does CSS scanners work with Macintosh (MAC) OS?
A: At this time CSS scanners/Software do not support Mac Operating System, however some customers reported that they successfuly run our products with Windows emulator. CSS could not provide technical support for such working environment though.

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Q: Does CSS systems compatible with Windows Vista?
A: Yes, however it will work only with compatible driver depending on your Windows Vista version (32 bit, or 64 bit), please make sure you download and install the right driver version.

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Q: Does CSS systems compatible with Windows 7?
A: Generally Yes, however it will work only with a compatible driver depending on your Windows 7 version (32 bit, or 64 bit), please make sure you download and install the right driver version. Some peripheral devices may not yet compatible with Windows 7 therefore it is recommended to get personal advice by Email prior to purchase.

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Warranty and Return Policy

Q: What is the warranty policy on CSS products?
A: Our scanners are being sold with a standard 12 months RTB warranty. Faulty scanner within the warranty period should be sent back to us for check and replacement. Extended warranty may be purchased at additional cost, please contact us for more details.

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Q: What is the return policy of CSS?
A: CSS appreciates that some customers may like to evaluate our technology to realize its benefits, therefore we offer up to 30 days money back guaranty policy for the first single product (i.e. multiple product are excluded from this return policy). We will accept returns of a product within 30 days from the date of purchase provided the product is returned to us in "AS-NEW" condition and in its UNDAMAGED original box. We normally provide refund of the full product price (minus the S&H costs). Failure to meet these return condition may result in partial or non refund. Software activation and other software only product may be exclude from this return policy

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Licensing Policy

Q: What is your SOftware licensing policy?
A: CSS licence its customers to use our proprietary Software and Hardware according to the EULA of each Software and Hardware. Generally each product includes a licence for a single user.

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Q: I have purchased one of your ScanShell scanner with an SDK licence and finish my integration, can I now purchase just scanners (Hardware only) to distribute with my application?
A: No!!! CSS each installation of our SDK or any other software should be licensed. To make it easier to maintain we have hardcoded the licence inside the scanner. Only these scanner will allow the OCR Software to work. Scanners that are sold through our website as "Hardware Only", although seem quite similar, do not include such a licence hence will not work for OCR purposes.

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Payment Policy

Q: What forms of payment does CSS accept?
A: CSS accepts three forms of payments: On-Line payment by credit cards via our secured servers, cheque posted to our office, or payment by direct bank transfer. Please note that Credit Card and Cheque payment are limited to max. amount, for more information please contact us.

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Q: What type of credit card CSS accept?
A: CSS accepts VISA, Master Card, SOLO and Maestro debit card.

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Shipping Policy

Q: How do you deliver your products?
A: We use the services of premium carriers (UPS, Fed Ex, TNT, Royal Mail and others).

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Q: What are your delivery options?
A: We deliver all local and international with courier companies. If you require any special arrangements such as urgent delivery please contact us.

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Q: What is your delivery time?
A: Delivery times may vary depends on the volume of order and distance. We normally dispatch all orders on the same or next business days after payment has been received. Please allow 2-7 business days for delivery.

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Q: Do you ship to Europe, Africa, Middle East, Asia, Pacific?
A: Yes, we ship to Europe, Africa, Middle East, Asia, Pacific.

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Scanners

Q: What is the difference between ScanShell xxx scanner and ScanShell xxxN scanner, and why there is such a difference in their prices?
A: CSS offers two series of scanners, one with OCR licence and one with out (signed with the letter "N") these scanners are sold as Hardware only for image capturing purpose. Our ScanShell scanner's model include a special licence that allow the use of our OCR software and therefore are more expensive.

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Q: Does your scanner scan in color?
A: All our scanners provide up to 24bit/pixel color scheme as a default, and can also be configured to scan in grayscale or in black & white.

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Q: What is the scanning speed of your scanners?
A: We supply fast and reliable scanning device where each scanner has a different scanning speed and was design for different volume of scans. For more information please refer to the scanner's datasheet or contact us for further advice.

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Q: Does your scanner have a USB connection?
A: All our scanners are connected to the computer via USB connection. In most cases the scanner is also powered by the USB and no external power required.

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Q: What type of documents can be scanned by your sheet fed scanners?
A: Our sheet fed (pass-through) scanners such as ScanShell 800/800DX/2000/3000D etc. are capable of scanning business cards, receipts, photos, checks, small documents and ID cards, Scanshell 3000D can scan passports as well as up to A4 size Paper.

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Scan2Outlook

Q: Does Scan2Outlook scan colored business cards?
A: Yes, Scan2Outlook is bundled with ScanShell 800NR, which is an A6 portable, USB 2.0, color scanner.

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Q: Does Scan2Outlook scan business cards from both sides?
A: No, Scan2Outlook is capable of extracting information from one side of the business card only.

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Q: Does Scan2Outlook compliant with Outlook Express?
A: No, Scan2Outlook does not compatible with Outlook Express.

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Q: Will Scan2Outlook work with a network version of Outlook?
A: Scan2Outlook does work with Microsoft Exchange so that you can select public folders to scan the cards to.

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Q: Can Scan2Outlook extract information from all kinds of business cards?
A: Scan2Outlook was design to collect information from UK/US business cards and with English characters only. Other cards may read but with reduced accuracy of the extracted information and with no non-English accents.

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Q: What is included in Scan2Outlook package?
A: Scan2Outlook is a complete package of a scanner and software which is ready to install and run.

 

Post Sale Questions

Scan2Outlook

Q: After some time of smooth operation Scan2Outlook's toolbar (the green icons) has disappeared and I can no longer make the scanner work.
A: In some cases Outlook disables various add-on components such as Scan2Outlook, to enable it please open your Outlook, go to HELP menu, ABOUT OUTLOOK, DISABLED ITEMS, and mark and enable Scan2Contacts.

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Q: The green icon of Scan2Outlook shown in gray and the scanner is not working.
A: The gray icon indicates that the system is disabled. Click ONCE (one time only) with your mouse on the gray icon to enable it. The icon should becomes green and the system is now ready to work (if it is RED - your scanner is not connected or installed properly)

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Q: The software has been installed and the scanner has been connected. It has also been calibrated. But after the business card was scanned the Outlook screen freezes while "Processing" appears on the screen and locks the system.
A: Make sure the image on the business card faces down while scanning. The latest version of Scan2contact should also be applied. Please contact us for the latest version.

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Q: Microsoft Outlook freezes after installing the Scan2Outlook Software.
A: Make sure you have the latest version of Scan2Outlook software. If not, uninstall your current software by removing the download program from "Add/remove program" located on c:\program files\card scanning solution. Restart your computer then install the newest version.

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Q: Can I manually set the location where Scan2Outlook will store the business card images?
A: : The location of the image files could be set in the configuration screen. Open the configuration screen by click on the left icon in Scan2Contacts toolbar.

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Q: Can I use Scan2Outlook in Outlook 2007? Is there a Driver Update?
A: : Yes, Scan2Outlook is compatible with Outlook 2007, the latest version is in our website :
http://www.card-reader.com/support_downloads.htm

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Q: After installing Scan2Outlook the green icon DOES NOT appear in Outlook itself.
A: : Please disconnect any active sync such as Palm Pilot, Treo, PDA phones, and restart Outlook.

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Scanners

Q: The image quality is poor and I can see lines on every scan.
A: This is normally caused by a non-calibrated scanner, please re-calibrate your scanner (make sure the black area of the calibration sheets is facing down).

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Q: After scanning the OCR fields are not populating. I have calibrated and have been able to scan the card but no text in the fields.
A: Make sure you scan the cards with the text facing down.

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Q: The scanner is not working and I could not see it in Windows Device Manager under imaging devices.
A: Unplug the scanner, restart Windows, plug the scanner to a different USB port and reinstall the driver upon Windows request. The scanner should now be located under Imaging devices.

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Q: My Windows cannot detect the scanner.
A: Some scanners are unable to be detected by Windows while connected via USB Hub. Try to plug the scanner to a different USB port, directly to your PC or via a USB Hub with external power added. If the problem persists try to install the scanner on a different PC. If it still failed to install please contact us to arrange a replacement.

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Q: The system does not does not work on my Windows 7, or my PC does not recognize the scanner?
A: As default Windows 7 comes in 64 bit format, this require special scanner's driver which could be downloaded from the Download section on our website. To verify your Windows version go to Control Panel -> System (General Tab)

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Q: I have two different scanners, one is the Scanshell 800 and the other is the Scanshell 1000 but one of the scanners doesn't work with IDScan because the light is red in the scanner icon.
A: IDscan, Scan2Contacts and other application could only detect one scanner. Please ensure that only one scanner is connected to your PC at a time. Make sure that the configuration setting is set to the specific scanner or to auto-detect scanner.

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Calibration

Q: What does the calibration sheet look like?
A: Calibration sheets come with the scanner in the box. They include Black and White squares to determine the levels of the scanner's white and black balance.

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Q: The image quality is poor and there are lines on the image after calibration.
A: Delete the calibration file manually from C:\Documents and Settings\All Users\Application Data\Card Scanning Solutions and go to the scanner folder and delete everything in there, then re-calibrate the scanner.

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Duplex scanning

Q: I cannot do a duplex scan on the scanshell800DX scanner with IDScan.
A: Make sure the duplex option is configured in the configuration setting.

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SDK

Q: Which files of the SDK do I have to include in my redistributed application
A: Please refer to Appendix B in the ScanW.PDF document which is included in the SDK installation. Normally ALL the files in this installation are require for redistribution.

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SnapShell

Q: My computer doesn´t detect the snapshell camera.
A: Unplug SnapShell, Re-install IDScan and make sure to include the snapshell camera driver on the installation wizard. After the installation, plug in the snapshell camera. The camera light should turn on.