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 •
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.
My Receipts Are Missing
If you use FileCenter Receipts and your receipts are suddenly missing, see Missing Receipts in the Knowledge Base.
Norton False Positives
Norton Data Protector is raising two false positives with FileCenter. It raises the first one during installation. After installation, it falsely flags FileCenterThumbs.exe every time you run FileCenter.
While we work with Norton on a solution, it is safe for you to simply pause Data Protector during the install and to whitelist FileCenterThumbs.exe. (instructions)
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 |