Scanner/Printer/Fax Not working – TCN Helpdesk Support

1)Have the TCA check to see if all the cables are fully plugged in to the printer/scanner/fax. Check to see if it is working

2)Restart the Printer/Scanner/Fax. Check to see if it's working now

3) If following steps did not work, consult tier 2 (FOR PAN Proctor Scanner issue follow Dynamsoft installation procedure below).

NOTE: IF Hardware issue:

FOR Owned and Operated: Consult Tier 2.

For 3rd Party sites: Inform TCA to consult their local IT for a possible replacement.

For PAN Proctor Scanner issue (if steps 1 and 2 above does not work):

1) Check to see if Dynamsoft is installed.

If proctor machine has no dynamsoft properly installed, it will show a popup as below:

2) If Dynamsoft is not installed, please follow installation process: (For 3rd party sites, if the proctor station is admin locked, advised to contact their local IT to install Dynamsoft. Provide steps for installation)

On the popup window press download button, it will download a software with name "DynamsoftServiceSetup.msi"
Double click this .msi file to start the installation. The screens are as shown below
click "Yes"

click "Close"

3) Verify the installation:

Once the software has been installed, click on the following link to verify if the installation is successful.

https://devdevicehub.apec.psiexams.com/devicehub/HRN4AMUA?firstName=Indu&lastName=G&systemName=dv&docType=schoolId&docCategory=identificationdocument&deviceType=test&candidateId=123459111

Below page will be shown where "Select Source" drop down will be automatically filled up with the available scanner options as highlighted below in yellow. If you can see any such option in the dropdown, this indicates the successful installation.

4) If issue still persists consult tier 2.

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