Why isn't the Doxie app recognizing the scanner when it's connected via USB?
If you've connected Doxie to your computer via USB and launched the Doxie app, but the software isn't recognizing the scanner, there are two very common reasons why:
- You haven't turned on your scanner. Doxie doesn't turn itself on when you connect it -- the circular amber light merely indicates the scanner is charging. Hold the power button for a moment: the rectangular light will turn solid green when Doxie is on.
- Doxie Go is not connecting to your computer. When Doxie Go is on and you plug in the USB cable, the rectangular LED should start flashing for a few seconds - this indicates that your computer and Doxie are connecting. If your Doxie Go doesn’t start flashing the rectangular LED for a few seconds, see the troubleshooting steps below.
Less common things to try if Doxie still isn't recognized
- You’re using a USB cable that only supports charging (not data transfer) or the cable is faulty. Try another mini USB cable.
- There might something physically broken about Doxie's USB connector -- take a look at it and contact us for help if something doesn't look right!
- Try restarting the computer.
- When Doxie Go is connected by USB, it should show up on the desktop (Mac: Finder; PC: My Computer) as a connected drive, like a flash drive. Does it? That might help troubleshoot.
- Try another USB port on your computer -- there might be something going on with the USB port you're using.
- Try a different computer. If Doxie Go shows up as a connected drive on another computer, this would indicate a issue with the original computer.