We are requesting Development/Engineering assistance with direct scanner acquisition inside Dentrix Document Center.
This request is not regarding Auto File Acquire / folder-based importing. We are aware that functionality exists and that it can be used as an alternative workflow. The client has specifically chosen not to use that workflow and would like their existing direct-scanning workflow in Document Center restored and supported.
The affected workstation uses an HP Color LaserJet Pro MFP M283fdw.
The scanner previously worked normally through Document Center. The original scanner source stopped functioning, so the HP scanning software/driver was updated. After the driver update, direct scanning began working again through a different source inside Document Center.
At present:
One HP acquisition source does not work.
A second HP acquisition source successfully scans directly into Document Center.
Several additional HP scanner sources are now appearing in the Document Center source-selection list.
There is only one physical HP M283fdw scanner involved.
The current Document Center source list includes entries such as:
HP LJ M282M285 TWAIN
HP TWAIN USB
WIA-HP LJ M282M285 (NET) #2
WIA-NPI275749 (HP Color LaserJet...)
WIA-HP LJ M282M285 (NET)
According to the office staff, these additional scanner-source entries were not previously present.
The important distinction is that direct scanner acquisition is working. The scanner hardware is operational, and Dentrix can successfully acquire a document directly through one of the listed scanner sources.
Therefore, we are not requesting an alternative method of importing documents. We are requesting assistance resolving the scanner-source enumeration and source-selection problem within the direct Document Center acquisition workflow.
Specifically, we need Development to determine:
Why Document Center is displaying multiple acquisition sources associated with the same physical HP scanner.
Whether previously installed or obsolete WIA/TWAIN sources are being retained or re-enumerated by Document Center after scanner-driver updates.
Whether Document Center maintains any cached scanner-source information that can be cleared or rebuilt.
Whether there is a supported method to remove or hide obsolete/nonfunctional acquisition sources without uninstalling the currently functioning scanner.
Whether the known-working scanner source can be configured as the permanent/default direct acquisition source for Document Center.
Whether Document Center can identify and de-duplicate multiple WIA/TWAIN entries that ultimately reference the same physical scanner.
Whether Dentrix provides a standardized direct-scanner acquisition interface or supported generic WIA/TWAIN configuration that can prevent this problem when manufacturer scanner drivers are updated.
If no standardized direct-scanning interface exists, what scanner-driver configuration Dentrix specifically recommends for reliable direct scanning from network multifunction devices into Document Center.
We have previously observed similar excessive scanner-source entries on another Dentrix workstation using a Brother MFC-L8900CDW, which suggests this may not be isolated to a particular HP model.
Again, Auto File Acquire is not the requested solution for this ticket. We understand that it is available and can serve as a fallback when direct acquisition is unavailable. In this case, however, direct acquisition is already functional through one of the HP sources. The issue is the presence of multiple additional/nonfunctional scanner sources and the inability to reliably manage which direct-acquisition source Document Center uses.
Requested resolution:
We need the normal Document Center direct-scanning workflow restored so staff can select or use one known-good scanner source without navigating multiple obsolete or duplicate entries.
Ideally, we are requesting one or more of the following:
A supported procedure to reset/rebuild the Document Center scanner-source list.
A way to remove or suppress obsolete acquisition sources.
A way to permanently designate the working scanner source as the default.
Improved source de-duplication inside Document Center.
A standardized direct WIA/TWAIN acquisition option, if Dentrix provides one.
Please escalate this to the Document Center Development/Engineering team rather than redirecting the office to Auto File Acquire, as that alternative workflow does not address the direct-scanner source-management issue being reported.
We can provide the screenshot showing the current acquisition-source list as well as additional workstation, Windows, HP driver, or scanner information needed for troubleshooting.
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