NOTE: If you are using Google Chrome v142 or newer, please consult the following article before attempting the other steps in this guide:
Scanner/Sig Pad Troubleshooting Steps after Google Chrome v142 Update
Does the Scanner Have a Twain Driver?
Denticon requires only that the scanner has a TWAIN driver. Denticon does not recommend a specific scanner product. In order to maximize the office’s ability to scan directly into a patient’s chart, the TWAIN driver is the only important feature for a scanner. Scanners with a Twain driver will have a TW or TWAIN in their name.
If your scanner does not indicate there is a TWAIN driver search (the make and model of the printer +TWAIN driver) online and download the necessary driver.
Is Dynamsoft Installed?
Click the scanner icon in Denticon. If the Dynamsoft driver (what allows the scanner to function in Denticon) is not installed you will be prompted to install.
What to Do if Scanner Doesn't Work After Installing Dynamsoft
Check to make sure there are no old TWAIN drivers on the computer.
The office should consider removing all unnecessary TWAIN drivers and old scanner setups in every computer.
- Open Windows Explorer to view the computer’s files
- Access the computer’s hard drive, usually C:\Windows\twain_32
- Access the “Windows” folder
- Access the “Twain_32” folder
Here you will see folders in abbreviated form; examples are:
- Hewlett Packard will be hpsj
- Brother will be Br598
- Epson will be Epjp234
- etc
If the office identifies unused scanners, the office should remove the files from the applicable scanner’s “Twain_32” folder.
NOTE: The office may wish to consult the services of a local IT group for assistance
Troubleshoot the Dynamsoft Web TWAIN Interface
1. Make sure Dynamic Service is installed - Even if it looks like it already is from Denticon Scanner Icon. It will not work if this is not specifically listed under Apps & Features
2. If it is not installed and you are not being prompted to install it, close all browser windows and then check under C:\Windows\ for a "TWAIN_64" folder. Remove this folder if it exists.
3. Return to Denticon and select the Scanner button again - It should prompt to download. Follow prompts to install.
4. Reboot.
5. Attempt to Scan again. Without Twain_64 folder and with the Dynamsoft Dynamic Web TWAIN installed properly it should work.
***Needs further testing but initially it would appear EPSON is adding the TWAIN_64 to the C:\Windows folder as part of their installation process.
Test Scanner Outside of Denticon
Please test here: Scan and upload documents in browsers | Dynamic Web TWAIN Online Demo (dynamsoft.com) to test if Dynamsoft is installed properly or not.
If it does not work outside of Denticon Dynamsoft is not installed properly.
If not installed properly, please do the following:
- Uninstall Dynamsoft software
- Disable the Antivirus
- Restart the PC
- Install Dynamsoft software
- Start Denticon and try scanning.
Enable Antivirus if scanning works
If you completed these steps and are still unable to scan into Denticon, please submit a ticket to Denticon Customer Care. If you receive this article in your support ticket, please attempt these steps and reply to your ticket for additional support.
Reasons Scans May Fail
The top reasons why a direct scan may fail:
- filename has a forbidden character such as ~ ` ! @ # $ % ^ & * + ? /
- the filename has additional periods (.) within the filename [example: SmithXray1.25.2012.jpg]
- filename is too long; it has more than 25 characters
- filename has invalid extension; only .gif, .jpg, .jpeg, .png and .pdf are allowed
- file is larger than 10MB
- scanner does not have Twain driver, so cannot scan directly into Denticon
- scanner is not connected to the computer via wired cable, wireless, or USB port
- scanner is not turned on
Article Version 1.1 2025.11.05