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Hello,
We have a client with a fresh install of Quickbooks Premier Contractor Edition 2020 on top of a fresh install of Windows 10 1909, both downloaded last week. We've moved everything over for this client, but when they attempt to attach, or even scan from the document center, the Quickbooks Scan Manager is showing that the profiles have Red Xs, and the scan button is grayed out. We can select this printer in the scanner list via TWAIN or Windows Image Acquisition (WIA) and run through the configuration steps, to no avail. This scanner is able to scan with the Brother Control Center software, the Brother iScan&Print software, and through Windows 10 directly though Windows Fax & Scan. The client was using this particular printer on Windows 7 with QB Premier Contractor Edition 2017 for years without issue. No other changes were made to the LAN connected printer, however the client is on a brand new workstation. Can anyone provide troubleshooting steps for this? For what it's worth, I did already open up a support case with Quickbooks support level 2, and they were supposed to get back to me. This must be a setting or a tweak that wasn't replicated with the new computer, but I'm not sure where to start. I've never seen this with our other clients, but they're using HP MFPs. We have uninstalled and reinstalled Quickbooks, repaired the installation, run the installation diagnostics with nothing fixing it for this client. Thank you for any help you can provide!
For the QB Employees that read these threads, the support case ID I was provided is: 5 4 6 9 4 0 0 4 0.
Thanks,
John@LCS
Thank you for the number of details you've included in your post, along with the steps you've taken so far.
You mentioned that you already contacted our Technical Support team for this concern, and it was already escalated to our Tier 2 Support. That means you've already gone through troubleshooting steps intended to resolve your concern. With that said, I suggest you keep your line open and await their callback.
If you have other questions in mind, place them in the comments below. I'll get back to you.
Super helpful @Ryan_M! I will keep my line clear and await their call!
To the rest of you, can anyone help me? I really appreciate the consideration by Tier 4 (the community). Cheers.
Reserved.
I have the exact same problem. Can you please let me know if you have a solution?
Thanks,
Judy
Thank you for posting here in Community, @jldejong.
Please double-check if your QuickBooks Scan Manager was set up properly, refer to this article for the process: QuickBooks Scan Manager: Scan and attach documents to transactions.
Once done making sure that everything was set up correctly and still does not work. I recommend contacting our support team to further assist you.
To contact our support team, here's how:
Also, check our support hours and contact us at the time most convenient for you.
Let me know if you have additional questions by posting here in the Community. I'm always here to help, have a great day.
Thanks, I'm concerned that my printer might not be one of the printers that works with quickbooks? I have an MFC-L8900CDW . Can you confirm that there are no possible drivers that may make it work?
Hello again, @jldejong.
There are several printers that are compatible with QuickBooks. As long as the driver is Twain compliant, then, you're printer is supported. If you have no idea if it's Twain compliant, I recommend reaching out to our Customer Support Team. They can help assist on verifying your printer.
To reach them, here's how:
Additionally, I want you to get the most out of QuickBooks for your business. You can check some articles that are designed to help you get acclimated to the software. They can be accessed at the following link: QuickBooks Tutorials.
If you have any other questions about this, get back to me by commenting below. I'd be more than happy to answer it for you. Have a wonderful day ahead!
RE: Scan Manager Desktop not working? Here is the solution:
Short answer: download and install the updated paperport scanner connection tool. https://knowledge.kofax.com/MFD_Productivity/PaperPort/Troubleshooting/PaperPort_Scan_button_is_gray... .
Long answer: too long. it goes back to Win8. Nuance is now Kofax. short answer again: Quickbooks doesn't really care and relies on the community to fix their s***. Sad..
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