Text search isn't finding a document I know is there
VersaIMAGE-GOLD, OCR Monitor
Newly scanned or imported pages can't be found by text until they have been OCR'd. If you use OCR Monitor, check that it is running and has caught up with the database you are searching.
Try a shorter search term or a different word from the page. Fuzzy search tolerates small recognition errors, but very poor-quality scans may need to be rescanned.
If records still don't appear, open a ticket with the database name and an example record so we can check it.
An index search returns "No hits"
VersaCAR, VersaIMAGE 32, VersaIMAGE Titanium, VersaIMAGE-GOLD
Confirm you have the right database open. Each database is searched separately.
If the records came from an import, compare the number of records in the source file with the number imported. A mismatch usually means some lines in the source file weren't in the expected format.
Open a ticket and attach a small sample of the import file (with sensitive values removed) so we can check the layout.
The VersaIMAGE printer for eDocArchiver doesn't appear
eDocArchiver
eDocArchiver installs two printers named "VersaIMAGE": one black-and-white and one color. If they're missing, the install likely didn't finish with administrator rights.
64-bit PCs need the 64-bit installation steps. Open a ticket and we'll send you the right instructions for your Windows version.
VersaIMAGE says my license has expired or needs a code
VersaIMAGE Titanium, VersaIMAGE-GOLD, VersaIMAGE 32
License codes are issued by our support team for customers with a current support and maintenance agreement.
Open a ticket with the product selected and include the code or message shown on screen (a screenshot is best). We'll reply with a new code.
We're moving VersaIMAGE to a new server or PC
VersaIMAGE Titanium, VersaIMAGE-GOLD, VersaIMAGE 32, VersaVIEW .NET
Please open a ticket a week or two before the move so we can schedule time with your IT staff.
Network installations keep their databases and images on a shared folder that every workstation points to, so moving the share means updating each workstation as well. We'll walk you through it.
VersaIMAGE can't find my scanner
VersaIMAGE Titanium, VersaIMAGE-GOLD, VersaIMAGE 32, MicroDAX 6
Make sure the scanner is powered on and that the manufacturer's TWAIN (or ISIS, for VersaIMAGE 32) driver is installed. Most scanners include a test utility; confirm it can scan first.
If the scanner was recently updated or replaced, reselect it in VersaIMAGE's scanner settings.
Still stuck? Open a ticket with the scanner make and model.
How remote support sessions work
All products
Most issues are fixed in a remote session. We'll send you a link to start the session; you can see everything we do and end the session at any time.
VersaIMAGE Titanium (pre-release) also has a remote support option on its Help menu.
How do I get the latest version?
VersaIMAGE Titanium, VersaIMAGE-GOLD
Customers with a current support and maintenance agreement get updates as part of that agreement. Open a ticket with the product and the version shown in Help, About, and we'll send you the update and instructions.
Manuals and guides are on the Downloads page.
Can my staff search documents from home or another office?
VersaVIEW .NET, VersaIMAGE-GOLD
Yes. VersaVIEW .NET gives browser access to your VersaIMAGE databases, either hosted by us (Versa WEB) or on your own server, with Active Directory security.
Sending us files safely
All products
Screenshots and log files help us fix problems faster. Please don't attach document images that contain patient information, Social Security numbers or other sensitive data unless we ask for them.
If we need a database or sensitive files, we'll arrange a secure way to transfer them.
