Technical Support

Helping you get the most out 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:  Self-Help

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

Step 3:  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

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