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Troubleshooting the Check Scanner

Step-by-step guide to troubleshoot Property Matrix check scanner issues, including installation, connection checks, system tray status, driver setup, and what to do when the scanner is not detected.

Theodore Lau avatar
Written by Theodore Lau
Updated over a month ago

This guide walks you through the steps to diagnose and resolve issues with the check scanner.

1. Open the Check Scanning Page

Navigate to Accounting > Check Scanning. This page will indicate whether a scanner is detected.

2. If You See “No scanner detected”

You must install the check scanner software.

Install the Scanner Software

  1. Click Download / Authenticate.

  2. Run the downloaded program and follow all on-screen steps.

  3. When you see the pop-up message “Installation successful”, return to Accounting > Check Scanning (reload the page if needed).

  4. After installation, the check scanner app should automatically load. You should hear a click from your physical scanner (for the TS240 model).

If the page now shows “Ready to scan”, continue to the next section.

3. If You See "Ready to scan"

Try to run a scan by clicking the Scan button on either the middle of the screen or on the top-right.

  • If a pop-up appears with any message other than “No scanner could be detected.”, your scanner is connected. Follow the instructions in the pop-up.

  • If the pop-up does say “No scanner could be detected.”, continue to the next section.

4. Verify the Scanner App in the System Tray

  1. Open the system tray in your Windows task bar at the bottom-right of your screen.

  2. Look for the Property Matrix icon.

    • When hovering over the icon, it should read: “Property Matrix Check Scanner (Connected)”.

If the Property Matrix Icon Is Missing

  • Restart your computer. This should automatically relaunch the scanner program if it is installed correctly.

  • If you still do not see it after restarting your computer, try reinstalling the program by opening the 3-dot menu on Accounting > Check Scanning, choosing Download Check Scanner, running the program, and following the prompts.

  • If you still do not see it, contact Property Matrix Support—there may be a deeper technical issue.

If the Icon Appears but Does NOT Say “(Connected)”

  • Verify Windows Firewall and antivirus settings to ensure that property_matrix_check_scanner.exe has network access and is allowed to connect to https://app.propertymatrix.com. Contact Property Matrix Support if you need assistance with this.

  • Restart your computer again so changes apply.

    • Listen for the scanner click sound.

    • Check the tray icon status.

If the icon still does not show (Connected), contact Property Matrix Support.

5. Try Scanning Again

Once the tray icon shows (Connected):

  1. Return to Accounting > Check Scanning.

  2. Refresh the page if necessary.

  3. Click Scan.

Scan Pop-Up Results

  • If you again see “No scanner could be detected.”, the scanner is still not connected. Contact Property Matrix Support.

  • If you see any other pop-up message, the scanner is connected. Follow the instructions provided.

Need Help?

If issues persist after following this guide, reach out to Property Matrix Support for further assistance.

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