Check Scanner Troubleshooting Guide

This guide provides an overview of common issues reported by ALIS users. See below for simple steps to troubleshoot these issues as well as direct links to support resources found on the Digital Check website.

The Digital Check Product Support page which provides bite-sized training videos and covers a wide range of topics related device maintenance and troubleshooting based on your check scanner model. 

• Click here to open the CheXpress^® CX35 Support page.
• Click here to open the TellerScan^® TS250 Support page. 

View the full training video per scanner model here:

Check scanner LED light status codes 

The LED light colors found on your check scanner model indicate different operational functions and processing. It is important to become familiar with the most common light codes to understand the status of your scanner, as knowing what the light code on your device means at any given moment can often be the first step to resolving an issue. 

Refer to the detailed User Manual from the Digital Check website for your check scanner model. Click the applicable link below to open a new tab:

• CheXpress^® CX35 User Manual, page 11

• TellerScan^® TS250 User Manual, page 8

Scanner searching for connection

Issue Description: When you go to scan checks, the "Searching for scanner..." message appears and stays for some time. The check scanner does not seem to be connected to ALIS. 

Important Note: If you have unplugged your scanner from one device and plugged it into another, you must establish or reestablish the 192 connection. For steps on how to establish the connection, refer to this Configure Check Scanner for ALIS Pay guide.

Troubleshooting steps: 

1. Open a new tab in the same browser in which ALIS is open. 

2. Navigate to https://192.168.2.1/

3. Click on Advanced, and then click Proceed. The purpose of this step is for your computer to accept the scanner's digital certificate.

4. Once you see the check scanner setup page, your check scanner should be connected. Return to the Payment Center in ALIS and attempt to scan checks again.

Web browser blocks scanner connection 

Issue Description: You attempt to scan checks in ALIS, but the status remains stuck on "Searching for scanner...". You attempt the above troubleshooting steps by nagivating to https://192.168.2.1/ to ensure connectivity, and the scanner's page loads successfully—proving the device is online—but ALIS still cannot "see" it.

• This can happen even if your scanner is turned on and you have successfully scanned checks in the past.

• Modern web browsers (like Chrome and Edge) have recently updated their security policies. They may block secure websites (like ALIS) from communicating with devices on your local network (LAN) unless you explicitly grant permission. This setting is unique to each website. 

Troubleshooting steps: 

Manually allow ALIS to access your local devices by updating your browser's site permissions. Note that the below troubleshooting steps are specific to Google Chrome, which is the recommended browser for ALIS users.

1. While on the ALIS page, look at the URL bar at the top of your browser. Click the site information icon (looks like two lines with dots/sliders) located immediately to the left of the website address.

2. In the dropdown menu that appears, move the toggle to the right to the status of this setting from Block or Ask (gray) to Allow (blue).

3. Refresh the ALIS page. 

4. Attempt to scan a check again. ALIS should now be able to detect the scanner. 

Note: You only need to do this once as your browser will remember this permission for the ALIS website moving forward.

https://192.168.2.1/ "Page Not Found" error 

Issue Description: You receive a "Page Not Found" error message when navigating to https://192.168.2.1/ to ensure connectivity. This "not found" error indicates that your computer does not recognize that your scanner is plugged in. 

Troubleshooting steps: 

1. Reset the Scanner:

   1. Unplug the scanner's USB cable from your computer.

   2. Wait 5 seconds, then plug it back in.

   3. Refresh the page. If the error persists, proceed to Step 2.

2. Verify Scanner Mode (RNDIS vs. USB): For the scanner to communicate with ALIS, it must be in RNDIS Mode (Network Mode). If it is stuck in basic USB Mode, the page will not load.

   • How to Check: Power off the scanner and turn it back on. 

     • Watch the LED light immediately upon startup: 

       • Purple Flash: RNDIS Mode (Correct) 

       • Blue Flash: USB Mode (Incorrect) 

   • Device Manager Check: On your computer, open Device Manager.

     • If the scanner is listed under Network Adapters, it is in the correct mode. 

     • If it is listed under Other Devices, it is in the incorrect mode.

3. Switch Scanner Mode (if applicable): If your scanner flashed blue or is listed under "Other Devices," follow these steps to switch it to RNDIS mode:

   1. Ensure the scanner is powered ON, then disconnect the USB cable from the computer (leave the power cable plugged in).

   2. Press and hold the power button.

   3. Continue holding until the scanner chirps twice and the LED changes color (from Blue to Purple).

   4. Release the power button. Once the light stabilizes, plug the USB cable back into the computer.

   5. Reload https://192.168.2.1/ to confirm the connection page now appears.

Scanner Error Detected 

Issue Description: When you go to scan checks, the "Scanner Error Detected" pop-up message appears.

Troubleshooting steps: 

1. First click the Stop Scanning button to close the message. Then, try to scan your checks again.
2. If the same error message appears, click the Reset Scanner link displayed in the pop-up. You may need to unplug and reconnect your scanner again.
3. If the first two steps do not resolve the issue, click the Need help? link displayed in the pop-up. This will take you to the Digital Check Product Support page for more in-depth device troubleshooting support. 

Unable to read - check orientation invalid error

Issue Description: You receive this "Unable to read - check orientation invalid" error message in ALIS. 

Troubleshooting steps: 

1. Click the far right pencil icon to see the check details. 
2. This opens a pane where you can further review the error that occurred. Most likely, this error is due to the check being inserted backwards:
3. Click the 'X' at the top left to close the pane. 
4. On the Check Scanning page, click the trash can icon to delete the check from the batch. 
5. Change the orientation of the check and scan again. 

Check jammed in scanner

Issue Description: A check or checks become stuck or jammed inside of your scanner.

Troubleshooting steps:

1. Leave the check in the scanner.

2. First try to use the device's built in eject or check clearing button (the button will be dependent on your scanner model). 

3. Press and hold the power button for 2 seconds, then release it. 

4. The scanner will make a noise and eject the check, which will clear the error. The light will also turn green, and you will be able to scan more checks. 

5. If the check is successfully ejected, remove the cover and open the door in the back of the scanner to physically remove the check and attempt a new scan. Follow the below Repeated check jams (CheXpress^® CX35) troubleshooting steps if the check repeatedly jams after a few scan attempts. 

Refer to the below "Clearing Jams" training videos that can also found on the Digital Check website:

Repeated check jams (CheXpress^® CX35)

Issue Description: A check or checks continue to get stuck or jammed inside of your CheXpress^® CX35 scanner preventing a successful scan. 

Troubleshooting steps: 

1. After the initial jam is cleared and before attempting to scan again, open the back door (as described in the above section) and leave it open. 

2. Scan the check again. This will run the check but eject it out of the back to prevent it from going further into the machine and jamming again. 

Important Note: If a check is creased or damaged in some capacity, it may still jam with just cause. 

Scanner feeder error

Issue: The scanner displays a "Feeder Error."

Troubleshooting steps:

1. Press and hold the power button for 1-2 seconds.

2. The scanner will make a noise and the error will clear. Once cleared, the check scanner light will turn green. 

Related Articles:

• Configure Check Scanner for ALIS Pay
• ALIS Pay: Check Scanning Reference Guide

For more assistance with Check Scanning,

Contact our ALIS Customer Success Team:

 888.404.ALIS (2547) or support@go-alis.com