Keywords: C9 Agent, troubleshooting, x-ray error, xray error, missing C9 Agent, can't acquire x-ray, TWAIN driver, Twack 32, scanner, acquire
Summary
This article walks through how to troubleshoot the C9 Agent in Cloud 9 when you are unable to acquire an x-ray or scanned document. It covers steps to verify, re-register, clear cache, reinstall the C9 Agent, and test the TWAIN driver.
If you cannot acquire an x-ray or scanned document within Cloud 9, or if the C9 Agent name does not appear when clicking the blue plus to acquire, follow the steps below to troubleshoot. If these steps do not resolve the issue, reach out to Cloud 9 Support for further assistance.
Step 1: Verify the C9 Agent is Open and Running
Check the lower right corner of the computer's taskbar for the C9 Agent icon. Click it to confirm it is open and showing as connected. If the C9 Agent is not running or not connected, you will not be able to acquire.
Step 2: Re-Register the C9 Agent
If the C9 Agent is confirmed running and connected, the next step is to re-register it.
- In the upper left of the C9 Agent, click the Re-Register button.
- When prompted with "Are you sure you want to re-register? Print defaults will be lost," click Yes to continue.
- Re-enter your username and password to complete the re-registration.
- After re-registering, proceed to Step 3 to clear the cache and check for a browser update.
Step 3: Clear Cache, Cookies, and Update Chrome
- In Chrome, click the three dots in the upper right and select Clear Browsing Data.
- Make sure cached files and cookies are selected, set the time range to All Time, and clear the data.
- Once complete, click About Chrome in the bottom left and allow it to check for an update. Whether it updates or not, close Chrome completely and relaunch it.
- Log back into Cloud 9 and attempt to acquire. The C9 Agent name should now appear in the dropdown. This is one of the most common fixes for this issue.
Step 4: Uninstall and Reinstall the C9 Agent
If the steps above did not resolve the issue, uninstall and reinstall the C9 Agent by following the steps below.
Close the C9 Agent:
- Right-click the C9 Agent icon in the lower right taskbar and select Exit to fully close it.
Uninstall the C9 Agent:
- Go to Add/Remove Programs on the computer and uninstall the C9 Agent.
Remove remaining C9 Agent files:
- Navigate to the C: Drive and click View > Show > Hidden Items.
- Open the ProgramData folder and delete the folder named Cloud 9 Agent.
- Navigate to C: Drive > Program Files (x86) > Cloud 9 Software and delete the C9 Agent folder.
After completing these steps, reinstall the C9 Agent and attempt to acquire again. You may need to clear the cache and cookies and re-register the agent again after installing the new version and nuking the data from your pc.
Troubleshooting X-Ray Errors: Testing the TWAIN Driver
If you are able to get to the acquire step but receive an error inside the x-ray software, the issue may be with the TWAIN driver rather than the C9 Agent. Use the Twack 32 testing tool, (available at THIS LINK), to test whether the device can acquire outside of the C9 Agent.
- Download and run Twack_32.exe from THIS LINK.
- Once open, click Select Source and choose the name of the TWAIN driver for the device you are testing. (This can be found in the C9 Agent under Select TWAIN Device.)
- After selecting the source, go to File > Acquire.
- If the x-ray software opens successfully the issue is not the TWAIN driver. Contact Cloud 9 Support and we will be happy to assist.
- If you are still unable to acquire or receive another error, this indicates a problem with the TWAIN driver or x-ray software. Contact your x-ray software provider to troubleshoot further.
C9 Agent Installed but Not Showing for a User Profile
If the C9 Agent is installed on the machine but is not appearing for a specific user profile, create a shortcut for that user by following the steps below.
- Navigate to C:\Program Files (x86)\Cloud9Software\c9Agent
- Right-click on C9Agent.exe
- Select Send To > Desktop (Shortcut.)
This will place a shortcut on the desktop for that user to access the C9 Agent going forward.
As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.