DocuMem Support

Contact Support
If you need DocuMem support, please contact your vendor first, as they may provide additional support services. If you cannot resolve your issues with your vendor's help, please contact us at the following email address. You will receive a response from one of our tech-support staff within 24 hours. Be sure to include your name, your company's name, and your contact information so that we may assist you as quickly as possible.

Email support at support@documem.com

Support Frequently Asked Questions (FAQ)

Q. I cannot login to DM View or DM Scan.
A. Make sure you have set your server url properly. The server url should be in the standard url format, for example, http://192.168.1.134/Documem. A trailing slash is optional, and don't forget that if you are using a secured DocuMem server, you will have to use https instead of http at the front of the url.

Q.  I setup my server url correctly, but still cannot login.
A. Have your network administrator check your computer to make sure it has access to the network or Internet.

Q. What if I am using a firewall, so I have to do anything special?
A. Probably not. The DocuMem server works natively over standard HTTP and HTTPS protocols. Most personal and corporate firewalls are factory set to allow your computer to communicate over these protocols. However, if your network administrator has opted to prevent communications over port 80 or 443, you will not be able to use DocuMem. Again, most firewalls allow port 80 and 443 communications by default.

Q. Can I use a VPN from my home computer to connect to the DocuMem server at my workplace?
A. Yes. If your workplace has a DocuMem server that resides only on a private network and is not publicly accessible, you may connect to your workplace's VPN and use DocuMem fully. Keep in mind that if your workplace's DocuMem server is on a publicly exposed server, you don't have to be connected to the VPN to use DocuMem. In that case, as long as your home computer can access the Internet, you can connect to your DocuMem server and use it just as you would at the workplace.

Q. I have AOL, can I connect to a DocuMem server?
A. Yes. Just connect to the AOL network first, then use DocuMem as you normally would.

Q. Can I use DocuMem on Windows 95, 98, or ME?
A. Yes and no. DM Scan and DM View require Windows 2000 or XP, or above. However, if you are using a Windows 95, 98, or ME system that has the latest version of Microsoft Internet Explorer installed, you can use DM Web.

Q. On DM Scan, I am using separator sheets, but the barcodes don't seem to be read properly.
A. DM Scan separator sheets are known to give near 100% accuracy. However, if the separator sheets you are using are old, wrinkled, stained, or printed from a low resolution printer, you may have less than perfect results. For best results, print a master set of separator sheets on a high-quality laser printer, then print copies on a high-quality copier. Once the copies begin to show wear, make new copies from original laser masters again. Of course, you could print all of your separator sheets on laser printers as well.

Q. I want to acquire images from a network drive, but I don't see the drive when browsing for the images.
A. You can type unc pathnames directly into the acquire from image file browser, but it may be easier to map a drive to the network location. See your administrator or Windows Help for information on how to do this. Mapped drives are available in the file browser window.

Q. Can I use my <some scanner brand here> scanner with DocuMem?
A. The current version of DocuMem officially supports the Fujitsu Fi-4120C ScanPartner scanner. While DocuMem uses the industry-standard TWAIN interface to communicate with scanners and therefore can work with many available scanners, it has been the optimized and thoroughly tested with the 4120 line. We are constantly testing and verifying other scanner brands and models with DocuMem, and future versions of the product will support a wide range of scanners. The 4120 was chosen as the first officially supported scanner because of its good value and rich feature set.