ScanSnap Home and iX500 - fails to connect to wifi (when working fine before)

mpu-vw · December 12, 2018, 1:18am

Before updating to ScanSnap Home 1.0.20 (ScanSnap Online Update 3.0.13) the ScanSnap iX500 was connected by WiFi. Using macOS 10.14.2.

After the update to the ScanSnap Home app, the ScanSnap Home app refuses to recognise the iX500 via WiFi. ScanSnap Home works fine when the iX500 is connected with the USB cable.

I have run the WiFi setup (ScanSnap Home / Preferences). The procedure recognises that the iX500 is already configured for WiFi, if I choose not to reconfigure the ScanSnap Home app indicates that WiFi is correctly configured. If I choose to reconfigure, and after so doing so again the ScanSnap app again indicates that WiFI is configured.

However going into the scan part the iX500 is showing as not connected.

I have tried rebooting the Mac, deleting the iX500 in ScanSnap Home / Preferences / Scanner tab and adding back in etc, but nothing will make the iX500 work on WiFi.

I also installed the iOS app, and there was no problem scanning via WiFi from the iOS. I read the instructions that if the iOS app is running than I cannot connect the Mac via WiFi and I both first closed the app on the iOS device and uninstalled it from the iOS - but neither made a difference.

I installed ScanSnap Home on another Mac (which never had any installation of ScanSnap software), but all of the above equally apply.

Would another person have any suggestions?

joshua · December 20, 2018, 9:18pm

I’m having the exact same issues here. Wishing I hadn’t “upgraded”.

masonworld · January 3, 2019, 3:14pm

Did you guys ever solve this? I just “upgraded” last night and cannot scan at all now.

[RANT_MODE = TRUE]

The very first thing I would do if I owned Fujitsu would be to fire there entire scanner software team. Kind of like when Jobs famously screamed at the MobleMe team. The ScanSnap software has always been horrible from a design standpoint. It looks like bad PC software that was directly ported from the PC. Now it simply doesn’t work. What a mess.

[RANT_MODE = FALSE]

Sigh. Any help appreciated. Software simply does not recognize the scanner (USB or otherwise)

Thanks,
Mark

mpu-vw · January 3, 2019, 6:49pm

I made the original post.

I contacted Fujitsu support. They ran through a number of things, mainly connected with the options under the “Wireless setup…” under Preferences / Scanner.

Despite completely uninstalling the software, uninstalling and starting afresh with configuring the wireless settings, I was unable still to connect.

Fujistu support were able to determine that the ScanSnap was connecting wirelessly, but did not or were not able to help further.

But the problem remained.

It was just by chance that I was able to connect but it was nothing to do with any of things I did in installing and uninstalling and reinstalling etc.

The occasion when I realised I was able to connect came about as follows:

I opened the ScanSnap app and saw that the ScanSnap was not connecting:

I changed the tab from Auto Scan to the ‘Manage Business Card’ tab and the app showed that the ScanSnap was connected:

.

Subsequently the ScanSnap has connected, except on a few occasions. The only solution I found when this occurred was to exit the app and load it again.

For me the most irritating thing is that every time I click on Preferences / Account I am told I have to sign-in - if I do not do so I cannot use the software (and cannot scan) - I can no longer use the software without signing in and because the software does not retain the setting - I have to keep doing this - this is annoying.

.

The option “A ScanSnap account is not used” does not allow me to scan. Everything is greyed out.

The only other information I can pass along is that there is a newer version of the app: 1.0.20 to 1.0.30. I was able to connect with 1.0.20.

i can see that one of the posters is unable to connect via USB. I had no problem scanning via USB. Also at one point I uninstalled this new version and returned to the older version, again without problem.

muzhen · January 4, 2019, 7:47am

Thanks David, I followed your advice & seeing it’s holidays I thought a quick software update might bring some new features… Well, I’m having this problem ALSO.

Anyone have another fix? The option to switch scanning profiles hasn’t worked in my case :::0(

Lars · January 4, 2019, 4:24pm

Had those issues. Removed the scanner from ScanSnap Home and added it again as a new scanner. Now seems to work.

Lars · January 7, 2019, 6:34pm

Reply to myself: not solved. Scanner gone from the network again. Dear Fujitsu: get this fixed or the iX500 will get thrown out of the window for being useless. It only has one simple job: scan stuff over WiFi to a PDF. Only that needs to work.

dknapp · January 25, 2019, 6:34am

I’m commiserating with you all…

When I first upgraded to Mohave, I downloaded Scansnap Home, took one look at the infantile user interface, immediately uninstalled it and reinstalled the old SS Manager apps.

After receiving daily warnings about the imminent demise of 32-bit apps on Mohave, I finally bit the bullet and installed SS Home for good. I am having precisely the same issue with Wi-Fi that you all are. My SS Home refuses to recognise Wi-Fi at all on both my iMac and my MacBook…

I spent hours on the phone, emailing and WhatsApping with Fujitsu help desk folks here in Singapore. They tried to help but they are all clearly hardware and PC people. They don’t get that it is clearly a SS Home software problem. I proved this again and again to them, first by showing that the ScanSnap was definitely on my Wi-Fi network (it wasn’t enough to send the screenshots of the connected devices on my router; they made me ping the scanner IP address from the iMac and send them the log file). I reinstalled SS Manager and showed it was able to scan over Wi-Fi. I even downloaded the iPhone app and successfully scanned via Wi-Fi from that.

Now, they want me to bring in my computer and scanner so they can pull them apart. Fat chance. I was actually considering it until I read this blog. Thank you for saving me the trouble.

If anyone come across a real solution to this, you can add my name to the appreciative masses.

One bit of good news: I was a frequent user of ScanSnap Receipts. It was a little awkward but simple enough and I got used to it. When I realised I would soon be without it, I started doing some research and found a really nice receipt management app for mac called, simply and appropriately, “Receipts.” It costs about fifty bucks but after only a few days, I’m totally hooked. It’s well worth it and the German fellow who built/sells is very responsive to questions and suggestions.

Best,
dk

Mike_Bush · January 31, 2019, 10:26pm

You can re-install the old ScanSnap Manager and it works like a charm. I’ve wrestled with ScanSnap Home for several hours to no avail. I deleted all traces of ScanSnap Home and reinstalled ScanSnap Manager and everything is back to normal. I love when companies release software that is obviously not ready for prime time. I hope they resolve the issue. But - in the meantime I’m back in business with the old software.

dknapp · February 22, 2019, 6:01am

Hi,

Spent a few weeks going back and forth with the customer support folks here in Singapore but I refused to give up. Finally, we realised that ScanSnap has a new firmware version (0T00). The Mac version of ScanSnap Home app does not give us the option to update the firmware. So, they sent me a link:

http://origin.pfultd.com/downloads/ss/sshinst/m-tool/PfuSsFirmwareUpdate.zip

After updating the firmware, I went through the Wireless setup wizard and Wi-Fi is now working.

Hope this works for you all.

dk

myst3k · February 25, 2019, 10:22pm

Have been struggling with this after upgrading to ScanSnap home on my ix500, the firmware upgrade did the trick.

jmuscato · March 3, 2019, 7:15pm

Thank you!! The firmware upgrade fixed the WiFi problem. For those who want to go back to ScanSnap Manager, the WiFi there was really flaky, so I don’t know if the firmware would have fixed that. Eventually, one will need the 64-bit software.

xycmu · May 22, 2019, 11:07pm

Like others here, USB connectivity works fine, but my Mac (Mojave) does not reliably connect to the scanner via WiFi. The scanner itself joins the WiFi network and works perfectly. I tried many software troubleshooting suggestions without success.

I decided to observe network traffic between my Mac and the scanner and witnessed the scanner announcing itself to my Mac via UDP (on the correct port number), but my Mac sends no reply packets. ScanSnap Home never indicates communication from the ix500 scanner, and remains in the unavailable state.

More interestingly, the scanner does not attempt further announcements beyond the initial few which occur between 5-10 seconds after opening the lid.

I did verify that my Mac is listening on UDP port 53220:

$ netstat -l -n
Active Internet connections
Proto Recv-Q Send-Q  Local Address          Foreign Address        (state)
udp4       0      0  *.53220                *.*

Here are the packets observed from tcpdump within 15 seconds after opening the scanner lid where:
10.10.2.44 = ix500 scanner on 0N00 firmware
10.10.77.7 = Mac running Mojave

tcpdump -vvv -i bond0 -n -s0 -X host 10.10.2.44
tcpdump: listening on bond0, link-type EN10MB (Ethernet), capture size 262144 bytes
15:24:33.235938 IP (tos 0x0, ttl 64, id 0, offset 0, flags [DF], proto UDP (17), length 76)
    10.10.2.44.46592 > 10.10.255.255.53220: [udp sum ok] UDP, length 48
	0x0000:  4500 004c 0000 4000 4011 23bf 0a0a 02cf  E..L..@.@.#.....
	0x0010:  0a0a ffff b600 cfe4 0038 c979 0000 0030  .........8.y...0
	0x0020:  5645 4e53 0000 0021 0000 0000 0100 0000  VENS...!........
	0x0030:  0a0a 02cf 0080 9255 53a4 0000 0000 0000  .......US.......
	0x0040:  0000 0000 0000 0000 0000 0000            ............
15:24:33.236017 ARP, Ethernet (len 6), IPv4 (len 4), Request who-has 10.10.77.7 tell 10.10.2.44, length 46
	0x0000:  0001 0800 0604 0001 0080 9255 53a4 0a0a  ...........US...
	0x0010:  02cf 0000 0000 0000 0a0a 1819 0000 0000  ................
	0x0020:  0000 0000 0000 0000 0000 0000 0000       ..............
15:24:33.236029 ARP, Ethernet (len 6), IPv4 (len 4), Reply 10.10.77.7 is-at 9c:eb:e8:99:79:0b, length 28
	0x0000:  0001 0800 0604 0002 9ceb e818 1a0b 0a0a  ................
	0x0010:  1819 0080 9255 53a4 0a0a 02cf            .....US.....
15:24:33.238054 IP (tos 0x0, ttl 64, id 0, offset 0, flags [DF], proto UDP (17), length 76)
    10.10.2.44.58443 > 10.10.77.7.53220: [udp sum ok] UDP, length 48
	0x0000:  4500 004c 0000 4000 4011 0ba6 0a0a 02cf  E..L..@.@.......
	0x0010:  0a0a 1819 e44b cfe4 0038 8315 0000 0030  .....K...8.....0
	0x0020:  5645 4e53 0000 0021 0000 0000 0100 0000  VENS...!........
	0x0030:  0a0a 02cf 0080 9255 53a4 0000 0000 0000  .......US.......
	0x0040:  0000 0000 0000 0000 0000 0000            ............
15:24:33.741210 IP (tos 0x0, ttl 64, id 0, offset 0, flags [DF], proto UDP (17), length 76)
    10.10.2.44.58443 > 10.10.77.7.53220: [udp sum ok] UDP, length 48
	0x0000:  4500 004c 0000 4000 4011 0ba6 0a0a 02cf  E..L..@.@.......
	0x0010:  0a0a 1819 e44b cfe4 0038 8315 0000 0030  .....K...8.....0
	0x0020:  5645 4e53 0000 0021 0000 0000 0100 0000  VENS...!........
	0x0030:  0a0a 02cf 0080 9255 53a4 0000 0000 0000  .......US.......
	0x0040:  0000 0000 0000 0000 0000 0000            ............
15:24:33.741260 IP (tos 0x0, ttl 64, id 0, offset 0, flags [DF], proto UDP (17), length 76)
    10.10.2.44.46592 > 10.10.255.255.53220: [udp sum ok] UDP, length 48
	0x0000:  4500 004c 0000 4000 4011 23bf 0a0a 02cf  E..L..@.@.#.....
	0x0010:  0a0a ffff b600 cfe4 0038 c979 0000 0030  .........8.y...0
	0x0020:  5645 4e53 0000 0021 0000 0000 0100 0000  VENS...!........
	0x0030:  0a0a 02cf 0080 9255 53a4 0000 0000 0000  .......US.......
	0x0040:  0000 0000 0000 0000 0000 0000            ............
15:24:34.246054 IP (tos 0x0, ttl 64, id 0, offset 0, flags [DF], proto UDP (17), length 76)
    10.10.2.44.58443 > 10.10.77.7.53220: [udp sum ok] UDP, length 48
	0x0000:  4500 004c 0000 4000 4011 0ba6 0a0a 02cf  E..L..@.@.......
	0x0010:  0a0a 1819 e44b cfe4 0038 8315 0000 0030  .....K...8.....0
	0x0020:  5645 4e53 0000 0021 0000 0000 0100 0000  VENS...!........
	0x0030:  0a0a 02cf 0080 9255 53a4 0000 0000 0000  .......US.......
	0x0040:  0000 0000 0000 0000 0000 0000            ............
15:24:34.246105 IP (tos 0x0, ttl 64, id 0, offset 0, flags [DF], proto UDP (17), length 76)
    10.10.2.44.46592 > 10.10.255.255.53220: [udp sum ok] UDP, length 48
	0x0000:  4500 004c 0000 4000 4011 23bf 0a0a 02cf  E..L..@.@.#.....
	0x0010:  0a0a ffff b600 cfe4 0038 c979 0000 0030  .........8.y...0
	0x0020:  5645 4e53 0000 0021 0000 0000 0100 0000  VENS...!........
	0x0030:  0a0a 02cf 0080 9255 53a4 0000 0000 0000  .......US.......
	0x0040:  0000 0000 0000 0000 0000 0000            ............
15:24:34.354723 ARP, Ethernet (len 6), IPv4 (len 4), Request who-has 10.10.2.44 (ff:ff:ff:ff:ff:ff) tell 0.0.0.0, length 46
	0x0000:  0001 0800 0604 0001 0080 9255 53a4 0000  ...........US...
	0x0010:  0000 ffff ffff ffff 0a0a 02cf 0000 0000  ................
	0x0020:  0000 0000 0000 0000 0000 0000 0000       ..............

I will attempt to upgrade to firmware 0T00 in hopes of fixing this issue

Cookster · September 16, 2019, 4:10pm

I was going nuts with this problem and was relieved to hear that others were experiencing the same thing. I thought it would be worth mentioning that the updated firmware link (version 0T00) provided by @dknapp solved the problem for me and hopefully for all others as well. One interesting thing to note… on my computer, after opening the iX500 up, ScanSnap Home takes at least a good minute to load and be ready to scan. On ScanSnap Manager this only took me 10-15 seconds. I’m using a 5K iMac w/32 GB running Mojave version 10.14.6.

One last note of interest… looks like iX500 support ends January 31, 2024 as per https://www.fujitsu.com/global/products/computing/peripheral/scanners/scansnap/discontinued/

Thanks to all!

skipper · October 3, 2019, 9:57am

Just another hint from my side, that fixed the wireless connection problem from ix500 and macos:

problem: the wireless setup tool from scansnap was not able to find the ix500 device. Strange: ix500 was connected and had an ip assigned - you can check it in the setup tool.

solution: on my wifi setup I had to disable the following checkbox on my unifi ubnt ubiquity cloud key
Multicast and Broadcast Filtering Block LAN to WLAN Multicast and Broadcast Data

that fixed that issue -perhaps that helps someone

Regards
Robert

nlavitt · October 3, 2019, 12:11pm

I’m so glad I avoided the Fujitsu nightmare. These ScanSnaps are pushed so much on Relay yet they simply are not the best choice these days.

I just bought a Brother ADS 2800W. Cheaper and a proper network scanner that can be programmed and run without a computer. No more nightmares with tragic computer based software!

fredbillie · October 22, 2019, 6:18pm

I tried the Version 0t00 software but no luck. Here is something I did when I was on the ScanSnap site: there seemed to be a NEW registration with some new restrictions. Although I was already registered for the older ScanSnap when I re-registered again I was able to get my unit to scan. Apparently ScanSnap wants you to sign up for there new restrictions before they will let you scan (at least in my case).

uncompressed · October 24, 2019, 2:13am

Glad I found this forum as I was having the same issues. Fujitsu support was no help.

I did the firmware upgrade to version 0T00 but also have no luck. iX500 is still not recognised via wifi but works when connected directly via USB. Strangely, it still works when scanning wireless to my iPhone app.

DC_Bill · January 21, 2020, 4:16pm

I’m having the same issues. The firmware upgrade didn’t work either. Like the user above I can scan to my phone or scan when USB is plugged in. The newer Fujitsu Snapscan has terrible reviews. This used to be my go to scanner. Wondering what to use instead.

Mercedes_Iveson · March 8, 2020, 1:57pm

Thank you so much dknapp. I downloaded the firmware upgrade from the link you provided and my ix500 is now scanning wireless. My problems started when my MacBook updated to macOS Catalina. Thanks again.