Technical Support

We're here to help you make the most of your FileCenter software.

Step 1:  Are You Running the Latest?

We frequently update our software with the latest bug fixes. If you're experiencing a problem, try updating first.

Step 2:  Is Windows Up to Date?

Make sure that you're running the latest version of Windows, or that you have automatic updates enabled.

IMPORTANT: We cannot provide techinical support for versions of Windows older than Windows 10.

Step 3:  Self-Help

Our User Guide, Knowledge Base, and tutorial videos provide no-nonsense explanations to help you get up and running.

Step 4:  Contact Technical Support

We have a strict policy that all support cases begin with a ticket. We require tickets so that we can more closely track each case.

Start a Ticket

Support Policies:

  • Support is for technical problems ONLY. For training and setup help, please request a consultation from Professional Services.
  • Phone support will be scheduled by your support representative
  • Issues are normally responded to within one business day. (There will be limited support on weekends and days surrounding major holidays)
  • Hours: 9:00am to 5:00pm, Mountain Time

• Support Advisories •


We have reports that MalwareBytes is interfering with FileCenter on multiple levels. Whitelisting FileCenter does not make a difference. For now, the only solution is to disable MalwareBytes.

My Receipts Are Missing

If you use FileCenter Receipts and your receipts are suddenly missing, see Missing Receipts in the Knowledge Base.

Norton False Positives

Norton Data Protector is raising two false positives with FileCenter. It raises the first one during installation. After installation, it falsely flags FileCenterThumbs.exe every time you run FileCenter.

While we work with Norton on a solution, it is safe for you to simply pause Data Protector during the install and to whitelist FileCenterThumbs.exe. (instructions)

Common Problems & Solutions

Ninety percent of our support inquiries deal with a few common problems. These articles and videos will get you to a solution quickly.

Scanning doesn't work read watch
I'm blocked from changing my PDF read  
How do I erase in a PDF? read watch
I still get watermarks on my PDFs read  
PDF searching doesn't work read  
I can't search network files read  
I can't highlight text in my scan read watch
How do I change the font on the typewriter? read watch
Drag-and-drop isn't working read  
How do I share a cabinet on the network? read watch
How do I move FileCenter to a new computer? read watch
I get an error that the file is already in use read  
The Outlook Add-in doesn't show up or work read  
Can I use a ScanSnap with FileCenter? read  
The Email button doesn't work read  
Wrong product key when I update read  
Can I upgrade from Standard to Professional? read  
After I paid for FileCenter, the feature I love disappeared! read