Posted Mon, 04 Feb 2019 13:22:36 GMT by Aaron Dale


We have a user that has a scanned document that is stuck in the Docuware Desktop Apps scan window. It has the circle in the middle just spinning. It has been doing this for days. She is still able to scan in new stuff but we cannot get this to go away. The server and her computer has been restarted. I have tried reseting her browser settings too. Any help would be appreciated.



Posted Mon, 04 Feb 2019 14:33:17 GMT by Craig Williams President/ CEO

If scanning has worked in the past try a suggestion from Trey Holst

This is something that comes up from time to time.  If you are having this issue, go to C:\Users\<username>\AppData\Local\DocuWare\Desktop\DWScannerTemp

Delete all files in this folder (one of them is stuck which is why the scan is not processing).  Rescan your documents and it will process the documents (you will see them populate in the above folder when they get scanned).


If scanning never has worked then try this:

The Docuware Desktop works thru a service. IF the user running the service does not have the proper permissions it will hang.
Control Panal\Administrative Tools\Service\DWDesktopService is the service in question.....I would test it by using an ADMIN name/password then restart the service and try again..



Posted Mon, 04 Feb 2019 15:13:08 GMT by Chris Haines Professional Services Engineer

Good Morning Aaron,

To resolve this behavior, on the end user's machine, please open file explorer and go the following location *%LOCALAPPDATA%\DocuWare\Desktop\DWScannerTemp*. This is the temp location where the scan files are stored before they are uploaded to DocuWare. Please delete all the files in this location. Once that is done please click the start button in Windows and type services, click on the app then navigate to the DocuWare Desktop Service, right click the service and select Restart. 

You should now be able to rescan your documents that failed. 

One of the main causes of this issue is AntiVirus. Please include the Scanner Temp location in your list of Anti Virus exceptions.


Posted Mon, 04 Feb 2019 16:28:35 GMT by Aaron Dale

Thank you! That worked!

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