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DS-620

FAQs & Troubleshooting

FAQs & Troubleshooting

Cannot find the scanner (Error Code 2019: Initialization Failed)

  1. Check the following:
     
    • Make sure the scanner is connected to your PC with a USB cable that is supplied with your scanner.
    • Make sure you wait at least 10 seconds before using scan applications, after the scanner is connected to your PC.
    • Disconnect the USB cable from the scanner and connect it to the scanner again.
    • Connect the USB cable to other working USB ports.
    • Make sure you log in to your PC and install drivers and software with administrator rights.
    • Make sure you log in to your PC and scan documents with administrator rights.
    • (macOS 13 or later)
       
      • Check the blocked developers list.
        1. Reboot the Mac.
        2. Within 30 minutes, Open System Settings > Privacy & Security.
        3. Scroll and make sure under Security.
          If blocked developer message with "Brother Industries, LTD" or "avision" appear, click Allow. If you allowed once, the blocked developers list does not appear.
      • Make sure "DSmobileCapture" permissions.
        1. From the Apple menu, click System Settings > Privacy & Security.
        2. Scroll and select Accessibility.
        3. Make sure "DSmobileCapture" permission is on. To turn permission on, enter your admin password to unlock Privacy & Security settings.
          If "DSmobileCapture" does not appear on the list, click +, and then select the DSmobileCapture file from the Desktop.
    • (macOS 10.13 - macOS 12)
       
      • Check the blocked developers list.
        1. Reboot the Mac.
        2. Within 30 minutes, Open System Preferences > Security & Privacy > General.
        3. If blocked developer message with "Brother Industries, LTD" or "avision" appear, click Allow. If you allowed once, the blocked developers list does not appear.
      • Make sure you select "DSmobileCapture" in System Preferences > Security & Privacy > Privacy > Accessibility. Click Click the lock to make changes. When prompted, enter your admin password to unlock Security & Privacy preferences. If "DSmobileCapture" does not appear on the list, click +, and then select the DSmobileCapture file from the Desktop.
  2. If you still cannot find the scanner, follow the steps applicable for your Operating System.
     
    (Windows)
    1. Click here to uninstall the Scanner Driver.
    2. Click here to uninstall the Button Manager.
    3. Reinstall the Scanner Driver and Button Manager by clicking the following links.
       
    (macOS)
    1. Click here to uninstall the Scanner Driver.
    2. Click here to reinstall the Scanner Driver.

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