Cloud 9: C9 Agent Known Compatibility Problems – Cloud 9

Keywords: TWAIN driver, x-ray, iTero, Fujitsu ScanSnap, Acteon XMind, Owandy, NewTom, ScanX, Use TWAIN Cap, Twack 32, troubleshooting
Summary
This article covers known x-ray and scanner compatibility issues with the C9 Agent in Cloud 9. It explains the Use TWAIN Cap fix, how to test with the Twack 32 tool, and identifies devices that cannot be used with the C9 Agent.

Overview
The C9 Agent supports 2D imaging only, with a maximum image size of 5MB per image in JPG format. Several x-ray machines and scanners have known compatibility issues with the C9 Agent. Most of these devices have 3D capabilities, which the C9 Agent does not support to acquire directly. There is no 3D viewer in Cloud 9 either, so these devices would need to be used with 2D via C9 Agent.

For most of the devices listed in this article, our development team has built a fix directly into the C9 Agent. When selecting your TWAIN device in the C9 Agent, enabling the Use TWAIN Cap option after choosing your device type (TWAIN Device, Ceph Device, or Pan Device) will resolve the compatibility issue in most cases.

Important: No x-ray machine or scanner without a TWAIN driver can be used with the C9 Agent. If a device does not have a TWAIN driver, it is not compatible. A helpful resource for finding TWAIN drivers can be found at https://twain.org/find-drivers/

The Use TWAIN Cap Fix
If your device is listed below and you are experiencing compatibility issues, follow these steps after completing the standard C9 Agent setup:

In the C9 Agent, click Select TWAIN Device.
Choose the appropriate device type: TWAIN Device (scanners), Ceph Device (Ceph/image series), or Pan Device (Panoramic x-ray).
After selecting your TWAIN driver, enable the Use TWAIN Cap checkbox.
Save your settings and attempt to acquire again.

This setting resolves compatibility issues for most of the devices listed below. The one exception is the Fujitsu ScanSnap, which does not have a TWAIN driver and cannot be used with the C9 Agent at all.

Still Having Issues After Enabling Use TWAIN Cap?
If Use TWAIN Cap does not resolve the issue, the next step is to test whether the TWAIN driver can acquire outside of the C9 Agent using the Twack 32 testing tool. For full instructions on how to use this tool, see the C9 Agent Troubleshooting Guide HERE.

If the Twack 32 tool is able to acquire from the device successfully but the C9 Agent still cannot acquire even with Use TWAIN Cap enabled, this confirms the device is not compatible with the C9 Agent. In this case, images will need to be imported manually from the x-ray software directly into Cloud 9. When importing manually, make sure images do not exceed the maximum size requirement of 5MB per image in JPG format.

Known Compatibility Issues by Device
Acteon XMind Prime and CareStream
The Acteon XMind Prime has 3D capabilities and may display a TWAIN-related error when attempting to acquire. If you see an error referencing the TWAIN Data Source Manager not being installed, check that the TWAIN DSM is installed on the computer. You can also check the log files for security and permissions issues, as access to the TWAIN log path may be denied on some systems.

iTero Intraoral Scanners
iTero scanners have known compatibility issues with the C9 Agent due to their imaging architecture.

NewTom Giano HR
The NewTom Giano HR has 3D capabilities and is not fully compatible with the C9 Agent's 2D imaging support. Images taken on this machine may need to be imported manually into Cloud 9.

Owandy Capture Opteo
The Owandy Capture Opteo has known compatibility issues and may display a TWAIN error when attempting to acquire.

Fix: Enable Use TWAIN Cap when selecting your TWAIN device in the C9 Agent. If this does not resolve the issue, test with the Twack 32 tool per the C9 Agent Troubleshooting Guide. If Twack 32 can acquire but C9 Agent still cannot, images will likely need to be imported and exported manually into Cloud 9. However, if this occurs, feel free to contact Support and we would be happy to double check this for you.

Fujitsu ScanSnap: No TWAIN Driver, Not Compatible
The Fujitsu ScanSnap is not compatible with the C9 Agent and there is no fix available. Fujitsu ScanSnap scanners operate using the ScanSnap Manager driver, which does not support TWAIN or ISIS. Because of this, it will not appear as a source in the C9 Agent and cannot be used to acquire documents in Cloud 9.

If your office uses a Fujitsu ScanSnap, you will need to use a different scanner that has a TWAIN driver installed.

ScanX: Air Techniques
ScanX devices have a known issue where images will not load into Cloud 9 after acquiring. This appears to be a Windows 11 permissions issue. TWAIN requires permission for both connection and image transfer, and some Windows 11 PC profiles block the image transfer step even when the connection succeeds.

Steps to try:

Create a new Windows user profile with full admin permissions and test acquiring from that profile.
If the issue persists, it may be related to older ScanX drivers (F3155 Rev G) not being fully compatible with Windows 11. Newer network-based ScanX scanners running more modern drivers may work better, but TWAIN permissions can still be a factor.

Note: Cloud 9 does not offer driver support. If the steps above do not resolve the issue, please contact your x-ray software provider or Local IT for further assistance.

Related Articles:
C9 Agent Overview
C9 Agent Installation Guide
C9 Agent Troubleshooting Guide

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.

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