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:
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You haven't turned on your scanner. Doxie doesn't turn itself on when you connect it -- the green LED on the control panel merely indicates the scanner is charging. Flip the power switch on the side to “ON” - the control panel will show Doxie’s status and now you’re ready to transfer.
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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. Disconnect, scan something, then reconnect.
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You have Wi-Fi turned on. If you have Wi-Fi turned on, you won’t be able to access Doxie’s SD card via USB (when Wi-Fi is on, the SD card is locked so your computer won’t be able to connect to it too). So make sure you’ve turned off Wi-Fi before connecting via USB to transfer.
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.
- Try another micro USB cable. Often, we find that a USB cable can become damaged and using another cable fixes it.
- Try another USB port on your computer -- there might be something going on with the USB port you're using.
- 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!