Troubleshooting

Could not open file

Are you seeing an error when opening a file in Scan2CAD? Please consider emailing this file to Scan2CAD support so we can fix any potential issues.

Please ensure you are attempting to open a valid image, PDF, or vector file.

You may also see a warning if you’re attempting to open a file containing 3D information. Scan2CAD is a 2D conversion solution. In this case, Scan2CAD will ignore all 3D data, keeping 2D data only.

Sending Log Files

When sending a message to support through the Scan2CAD application you have the option of attaching your log file to your message.

How to send your log file to Scan2CAD

In the free trial welcome screen click the text link labelled ‘Need help? Contact us‘
Complete the contact form and ensure that you keep the option enabled ‘Attach my log file to my message‘ and click ‘Send‘.
That’s it! The log file will be automatically generated and attached to your message. We will respond as soon as possible.

What information is contained in the log file?

The following information might be included in your log file:

Paths of files that have been loaded into the application
Some general information about the system upon which you are running Scan2CAD
Scan2CAD’s license user identifier.

Note: Log files are encrypted when they are sent to our server.

Why would I choose to send the log file?

The log file is intended to help us quickly troubleshoot issues related to your installation. If you’re experiencing a problem with the software it may be beneficial to choose to send us the log file with your message.

My attempt to send a log file failed

If your office network is blocking connections or if you do not have internet connection you may not be able to automatically send your log file.

In which case you can save your log file and email it to Scan2CAD support.

Manually Send Your Log File

At times, we may request your Scan2CAD log file so we can assist you in troubleshooting an issue you may be experiencing.

Why would I need to manually send a log file?

Scan2CAD allows users to message support through the application and automatically attach the log file for troubleshooting purposes.

However, in some circumstances, you may be unable to send your message through the application due to blocking on corporate networks or internet connectivity issues.

In which case you can attach your log file to an email following the below instructions.

How do I manually send my log file?

In the free trial welcome screen click the text link labelled ‘Need help? Contact us‘
Complete the contact form and ensure that you keep the option enabled ‘Attach my log file to my message‘ and click ‘Send‘.
If Scan2CAD is not able to automatically send your log file through the software, the application will ask you to save the file to your computer instead.
Save the file to your computer and email Scan2CAD support with your log file attached.

What happens after I send my log file?

After emailing Scan2CAD Support with your log file we will respond within 24 hours to help you.

What if I can’t launch the app?

In the unlikely event that you are unable to launch the app to access the splash screen you can find the log files in the following locations:

On Windows

Navigate to %appdata%..\Local\Temp\Scan2CAD
Send us the contents of this folder.

Note: If you’re not sure how to find the %appdata% folder, you can click Start, or the Cortana search icon in Windows 10 and type %appdata% in the search box.

On MacOS

Please navigate to the folder located at ~/Library/Application Support/Scan2CAD
Send us the contents of this folder

Note: If you don’t know how to locate the folder you can: Go to Finder click Go > Connect to Folder > paste the above file path in the field.

Connecting Through a Proxy Server

By default, Scan2CAD requires an internet connection to activate the software, unless you are using an Offline License which is available on the Scan2CAD Business tier.

Some companies connect to the internet via a proxy server. In most cases, Scan2CAD will automatically obtain the proxy server connection details and activate without interruption.

However, in some circumstances, Scan2CAD may not be able to obtain your proxy server connection details. In this situation, Scan2CAD will ask the user to enter the proxy server credentials.

How to change your proxy settings

If you are on the free trial welcome screen you can click the ‘Connection Settings’ link in the lower right corner.

If you are in the main software interface you can click Help > Connection Settings.

Useful information

Your proxy login details are not the same as your Windows user login details. If you do not know your proxy server credentials, please ask your Network Administrator.
You should ensure that HTTPS connections to license.scan2cad.com are whitelisted (if your network requires such connection rules).
The server ‘listens’ on port 443.
PAC files are not supported in the Address field. You should manually enter all details. More details on why PAC files are not supported here

Connectivity for Activating Scan2CAD

By default, Scan2CAD requires internet access to validate the free trial and licensed version.

We do, however offer an offline licensing solution for users who are in an environment in which internet connectivity is not possible. Offline licensing is on the Scan2CAD Business tier.

If you are having problems connecting to Scan2CAD’s server during activation, we suggest working through these troubleshooting steps:

1. Check your internet connection

Are you connected to the internet? The easiest way to test your internet connection is by loading a webpage with your browser. If this works you’re probably connected.

2. Check your anti-virus software settings

It is common for anti-virus software to block connections made by applications. AVG and Avast are the most common culprits of this. You will need to check the settings of your anti-virus software to allow connections made by the Scan2CAD software.

Here’s our recommended steps to resolve the issue:

Antivirus setting – Disable HTTPS Scanning

HTTPS scanning commonly causes issues with software connections. We recommend disabling this setting in your antivirus software.

The way in which you disable HTTPS scanning will depend on the antivirus software you use, here are the instructions for disabling HTTPS scanning in Avast/AVG.

Antivirus setting – Add an exception

We also recommend adding Scan2CAD.exe (or Scan2CAD.app on MacOS) as an exception in your antivirus software to ensure that it does not block any future connections.

Please ensure that HTTPS connections to license.scan2cad.com are allowed.

The way in which you add an exception will depend on the antivirus software you use, here are the instructions for adding an exception in Avast/AVG.

3. Check your firewall/network settings

Scan2CAD uses HTTPS calls to connect to the server, you should ensure that HTTPS calls by Scan2CAD are not being blocked.

If you can add exceptions to your settings, please ensure that HTTPS connections to license.scan2cad.com are allowed. You should also ensure that connections from Scan2CAD.exe (or Scan2CAD.app on MacOS) are allowed.

4. Connecting to the internet through a proxy

If your network connects to the internet through a proxy Scan2CAD will detect this setting and prompt the user to enter their proxy login details. If you do not know your proxy login details your IT Administrator will.

If you continue to experience problems with activating Scan2CAD please contact us. We would strongly recommend emailing over your Scan2CAD log file which will help us troubleshoot the issue.

Installation on Windows Server

This article relates to all Windows server versions.

If you are installing software on Windows Server you may find that you receive an error stating that a .DLL is missing.

Windows Server does not commonly come prepackaged with the DLLs commonly installed on standard Windows operating systems which are required by applications to run successfully.

Step 1: Install Desktop Experience

The majority of issues related to missing DLLs can be solved by installing ‘Desktop Experience’

How to install Desktop Experience.

Although it may not be required – After installing Desktop Experience, you can also install Windows Media Player using the following command:

dism /online /enable-feature /featurename:MediaPlayback

Step 2: Miscellaneous missing DLLs

Only continue to this step if the first step does not resolve the issue.

If you see a report that a .DLL is missing, we recommend installing the Visual Studio 2015 redistributable. This is a package that contains all of the required DLLs to run common software such as Scan2CAD.

Head to this Microsoft download page
Click the Download button
You will be asked which version you wish to download. Choose to download both versions ‘ vc_redist.x86.exe’ and ‘vc_redist.x64.exe’
Wait for the download to complete and install both packages.
Reinstall Scan2CAD.

You will now be able to successfully run Scan2CAD without this warning message.

Locked license

If Scan2CAD has notified you that your license is locked, this is most likely because you have cancelled your Scan2CAD subscription or you have missed a subscription payment resulting in your subscription being paused.

If you have cancelled your subscription you can start a new subscription via the pricing page.

If your subscription has been paused due to failed payments, you will have received email notifications regarding this. You can easily edit your payment details to restart your subscription via your Scan2CAD Account.

About Maximum Allowed Installs

Each license allows for one concurrent install.

You may install the software on as many computers as you wish, the only limitation is regarding the number of active concurrent installs.

If you have reached the maximum number of concurrent installs, you can easily deactivate your Scan2CAD license on a previously activated computer.

Please see how to deactivate your license.

If you wish to run Scan2CAD on more than one computer you may purchase additional licenses.

Windows Warning: Bad Image – MSVCP140.dll not designed to run on Windows

This help article is for users who see the ‘Bad Image’ warning message for the MSVCP140.dll

The message reads:

C:\WINDOWS\SYSTEM32\MSVCP140.dll is either not designed to run on Windows or it contains an error. Try installing the program again using the original installation media or contact your system administrator or the software vendor support. Error status 0xc000012f.

This DLL is required by Scan2CAD and many other software applications to run successfully.

The error suggests that the DLL was already installed on your PC but it was somehow corrupt.

Solution

To resolve, you can simply download and install the package from Microsoft.

Head to this Microsoft download page
Click the Download button
You will be asked which version you wish to download. Choose to download both versions ‘ vc_redist.x86.exe’ and ‘vc_redist.x64.exe’
Wait for the download to complete and install both packages.
Reinstall Scan2CAD.

You will now be able to successfully run Scan2CAD without this warning message.

Error Message ‘STI.DLL is Missing’

This article is for users who have encountered the following error message:

The program can’t start because STI.DLL is missing from your computer. Try reinstalling the program to fix this problem.

Why are you seeing this error?

The STI.DLL is a library the for Windows’ Still Imaging. During installation, Scan2CAD will check your PC to ensure that this required .DLL is installed.

Most Windows PCs will have this .DLL installed by default. We have only known of this error occurring with Windows Server editions. You can learn more on this handy Windows forum thread.

How to resolve this error

The solution is simply to install the STI.DLL on your computer. This is a Windows Library. Since we have only heard of this error existing on Windows Server editions, we have provided step-by-step instructions for resolving this error on Windows Server.

Click Start, click Administrative Tools, and then double-click Server Manager.
In Server Manager, click Add Features under Features Summary.
In the Add Features Wizard dialog box, make sure that the Desktop Experience option is selected.
Click Next, and then click Install.
After the installation process is complete, click Close, and then close Server Manager.

After installing this DLL you will not see this error from Scan2CAD again