If you cannot acquire an x-ray within Cloud 9, or a document from the scanner, or if you click the blue plus for acquire and the name of your C9 Agent does not show up, there are some troubleshooting steps you can try to help solve the issue.
Step 1: Check that the C9 Agent is open and running on the computer. There will be an icon in the lower right that you can click open on and it should open to a connected C9 Agent. If the C9 Agent is not on and connected, you will not be able to acquire.
Step 2: If you have confirmed C9 Agent is running and connected, the next step would be to re-register the C9 Agent. In the upper left of the C9 Agent, click the re-register button, and then when it says are you sure you want to print defaults will be lost, click yes or okay to continue. Then it will have you re-enter the username and password to re-register the C9 Agent. After re-registering, it is important to clear the cache and cookies in your web browser and check for an update, (steps below.)
Step 3: In Chrome, click the three dots in the upper right, then click clear browsing data. You will want to make sure to clear cached files and cookies for all time. Once it finishes that, on the bottom left click about chrome and let it check for an update. After it does, whether it updates or not, close out of the web browser and then relaunch it, this is the final step after clearing the cache and cookies. Then you will log into Cloud 9 again and try to acquire. This time it should show the name of your agent in the drop down, and allow you to acquire, this is a very common fix.
Step 4: If the above steps do not work, you can try to uninstall and reinstall the C9 Agent.
- First, make sure to click exit on the icon for C9 Agent in the lower right corner to close it out.
- Next, go into add/remove programs on your computer and uninstall the C9 Agent.
- Next, we want to remove any peripheral C9 Agent files by going into the C Drive on the computer where your files are, then clicking View, Show, Hidden Items.
- Then in the C: Drive, go to the folder called Program Data and delete the folder called Cloud 9 Agent.
- Next, go into the folder in the C: Drive called Program Files (x86), into the Cloud 9 Software Folder, and delete the C9 Agent Folder.
Another common problem is going to acquire and then receiving an error once you do within the x-ray software. When this happens, we want to verify there is not an issue with the Twain driver and it can acquire outside of the C9 Agent. We do that by using the Twack 32 testing tool, which can be found in the attachments on this page. Below you will find steps on how to use this tool.
First, download and run the Twack_32.exe found as an attachment on this page. Once you have the Twack 32 tool open, Select the Source first - this is going to be the name of the TWAIN driver for the device you are testing, (can see in C9 Agent under Select TWAIN Device.)
After you Select the Source, go back to the file menu and select "Acquire". If you are able to open the x-ray software after clicking Acquire, please contact us and let us know, we would be happy to assist. If you are still not able to acquire here, or receive another error, that would indicate a problem with the TWAIN driver or X-ray Software and you would want to contact your X-ray Software Provider to troubleshoot this further.
If you still have any questions or concerns, please reach out to Cloud 9 Support by emailing cloud9support@planetdds.com, using the chat bubble here, or calling us at 1.800.394.6050 option #2 during business hours. (8:00 AM EST to 8:00 PM EST.)