Knowledgebase: Cloud Access Support
MVE Cloud crashes when trying to scan
Posted by Chris Calvaresi on 22 Jun 2016 12:06 PM

Some MVE Cloud users that were able to scan without issues previously may suddenly experience an error message at times when trying to scan. The error forces the user to close the application and relaunch it to get back in. It is due to TSScan not being the selected scanner. (If you do not already have TSScan installed, please refer to this article "Why am I getting an error when trying to scan on the Cloud?" for instructions on how to install TSScan.)

If you are receiving this error message when attempting to scan, follow this guide to resolve the issue. 


  1. Log in to MVE Cloud

  2. Open any patient. This can be the patient that you were attempting to scan to when you received the error message, a test patient, or any other patient.

  3. On the main patient profile page, click the “Camera” button.

  4. Select “TSScan” and then click Select.

  5. Click on the Insurance tab, and click Scan

  6. Click the Scanner button

  7. Select “TSScan” and then click Select.

  8. Click on the Files tab, then add a new line

  9. At the scan window, select “Scanner”

  10. Select “TSScan” and then click Select.


You will now be able to scan without any error messages or getting kicked out of the software.

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