I'm hoping someone here might have come across this issue before. I purchased a DocuMate 250 high-volume ADF scanner from a closing business. It has 80k page scans(which I'm told is not a lot for this sort of purpose-built device). Here's the issue: the scanner starts up and completes its diagnostic checks just fine ... solid green LED. I then load a paper into the ADF and it moves into position for scanning. However, when I attempt to initiate a scan, the software indicates "DM250: Hardware Internal Fault". No other information is given. I've tried the various 'stupid' ideas on the visioneer tech support page like changing cables or USB ports to no avail. The same issue persists on different computers running different operating systems, so I'm pretty sure it's an internal problem. I found the service manual and disassembled it looking for something obviously wrong but found nothing. I've called tech support and spoken with them, but they have no further troubleshooting steps and suggest I buy a new one - what a shock. Anyway ... do you have any experience with this issue? (it's not a flatbed scanner, so the whole 'unlock the scanhead' fix doesn't apply). Thanks for any help you can offer!
Thank you for using the Xerox forum.
I have looked for other solved cases of this error on the device without the flatbed top and the Connecting cable has been an issue in more than 1 instance.
I would suggest that you review the following solution and inspect the indicated cable very carefully. Additionally if a cable is suspect and can cause the symptom, then we can assume that there can be a communications type issue, especially since it passes the power on sequence. So I would not rule out a software reset if available but would leave that as a last resort.
Solution 2 - Verify the ADF cable is fully connected (scanners with a flatbed and automatic document feeder only)
Note: This step only applies to scanners with a flatbed and automatic document feeder (ADF).
The ADF cable is a short cable that connects the automatic document feeder to the body (flatbed) portion of the scanner. On new scanners, this cable may need to be disconnected and reconnected several times to make a proper connection.
If the cable is not the cause then the actual document feeding may be another cause so following the above I would perform whatever maintenance is somewhat related and can be found in this linked manual
Thank you for your reply. I have performed the maintenance suggested on the ADF (cleaning), replaced the cable and still have the same issue on both my Windows XP and Vista machines. Any other suggestions would be much appreciated!
Hi again voongmc,
Thank you again for using the Xerox forum.
I'd like to see if I can find someone that has personal experience with this but need the serial number to do that.
Can you find and provide the serial number for this unit.
There is a web site with support information for these scanners and after checking with them, we believe they can help.