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 three very common reasons why:
You haven't turned on your scanner. Doxie doesn't automatically turn itself on when you connect it. Press and hold the power button for a couple seconds to turn Doxie Go SE on - the LED on the power button will turn green or orange to show that Doxie is on, and now you’re ready to transfer.
Take note: A red light on the scanner means the scanner is charging and off – and it won't be seen by your computer. If Doxie is charging and you want to turn your scanner, turn it on.
You have Wi-Fi turned on. If you have Wi-Fi turned on, you won’t be able to access Doxie’ via USB – when Wi-Fi is on, the SD card is locked so your computer won’t be able to connect to it too, creating a conflict. So make sure you’ve turned off Wi-Fi before connecting via USB to transfer.
Doxie doesn't have any scans on it. Doxie might not be recognized by your computer if there isn't at least one scan in memory. Scan something, then try importing again.
Doxie is in Tethered Mode. If Doxie's light is solid white, the scanner is in Tethered Mode – a special mode that disabled memory-based access. To download scans, turn off this mode by pushing the back button.
Less common things to try if Doxie still isn't recognized
- Shouldn’t Doxie’s disk appear on my desktop? If you're expecting to see Doxie's disk appear on your desktop (like earlier Doxie models and software versions), it won't appear if connected scanning is enabled. Disable it for your Doxie's drive in Preferences > General > Connected Scanning Settings… if you do want Doxie to appear on your desktop.
- If your Doxie's light is white, the scanner is in Tethered Mode. Tethered Mode is a special mode that disabled memory-based access.
- Try another USB port on your computer -- there might be something going on with the USB port you're using.
- Try another micro USB cable. Often, we find that a USB cable can become damaged and using another cable fixes it. If there's something wrong with your Doxie's cable, contact us and we'll get you a replacement!
- 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!