Why isn’t the Doxie app recognizing the scanner when it’s connected?
If you've launched the Doxie app and connected Doxie to your computer, but the software isn't recognizing the scanner, there are two common reasons why:
- You haven't turned on your scanner. Doxie doesn't turn itself on when you connect it. Hold the power button for a moment: the rectangular light will turn solid green when Doxie is on.
- Doxie One is not connecting to your computer. When Doxie One is on and you plug in the USB cable, the green rectangular LED should start flashing for a few seconds - this indicates that your computer and Doxie are connecting. If your Doxie One doesn’t start flashing the rectangular LED for a few seconds, see the troubleshooting steps below.
Less common reasons why Doxie might not be 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's something physically broken on Doxie's USB connector -- if you see this, please contact us for help!
- Try restarting your computer.
- When Doxie One is connected by USB and turned on, 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 One shows up as a connected drive on another computer, this would indicate a issue with the original computer.