CardScan support


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The information in this section is for users of the following CardScan for CRM products:

CardScan for ACT! Premium
CardScan for Microsoft CRM
CardScan for Salesforce
CardScan for SalesLogix

This section will refer to all of these products generically as CardScan for CRM.

Frequently Asked Questions (FAQ)

Installation
Q:    I don’t have the CD to install the software. How can I get the software?
A:    If you have your software serial number or product key Click Here to download the software.

If you or your system administrator cannot locate the serial number/product key, contact CardScan customer service at 1.800.640.6944
Monday - Thursday, 8:30am to 8:00pm EST, Friday, 9:00am to 5:30 pm EST

Updates and Upgrades
Q:    I use CardScan for CRM 4.0. How do I update my software to version 4.1?
A:    Follow this process:

1. Write down your twelve-digit Product Key from the Help -> About section. Store this in a safe place for proof of ownership.
2. Install the new software from the CD or download file.

Q:    I use CardScan for CRM 3.1 (or earlier). How do I upgrade my software to version 4.1?
A:    For users CardScan for CRM version 3.x or prior. Call CardScan Sales at 866-828-4621

Q:    Do I need to update or upgrade my software?
A:    CardScan for CRM 4.1 is the latest release of these products. We encourage all users to update or upgrade to this version to take advantage of the latest features and capabilities.

• Free Updates for CardScan for CRM version 4.0 users. Click here to visit the Software Downloads page.
• Discounted Upgrades for users CardScan for CRM version 3.x or prior. Call CardScan Sales at 866-828-4621
• Free Trial of current version. Current versions of CardScan for CRM applications are available for a free 30-day evaluation.

Specific to CardScan for Microsoft CRM 4.0
Q: I installed the software, but I can’t get the application to work. I get a message that says SOAP Server Application Faulted. What do I do?
A: Upgrade to Cardscan for Microsoft CRM 4.1. Click Here to download the software.

Software Activation

CardScan for CRM software allows for a free 30 day evaluation of most, but not all of the features of the software. To unlock the complete feature set, and to enable the software after the evaluation period, users must Activate the software.

Q:    How can I tell if my software is activated?
A:    Go to Help>About Cardscan under "This Product is licensed to:". If this section is blank you will need to Activate the software.
Q:    What is the Product Key?
A:    The Product Key is a twelve-digit number that identifies your company as the valid user of this software. The same twelve-digit Product Key will be used by all licensed users when the software is installed. The Product Key will only allow activations equal to the number of software user licenses purchased. E.g. If your company purchased a 5 User License of CardScan for CRM software, the 6th person to try to install the software using that Product Key will not be allowed to activate their version of the software.

Q:    I get a message that says (Your product key is already fully activated. Please contact CardScan Technical Support.") I have not installed all of my users, how can I correct this?
A:    Contact technical support 1-866-900-6902 or support@cardscan.com.

Q:    Error message "The product key you entered is not valid". If you are in an office environment you will need an IT Administrator for the following steps.
A:    On Machines that don't have enough privileges on the CommonAppData folder (i.e. C:\Documents and Settings\All Users\Application Data) the application fails to activate. The reason is that in order to activate the application needs to update the license file which is located under
C:\Documents and Settings\All Users\Application Data\CardScan\CardScanPro\<%CRM%>
and it fails to do so if the user doesn't have write/modify privileges on the file.

1.    Install CardScan for CRM as an Admin
2.    Change permission on the AllUsers Folder for users to Read & List Folder Contents only
3.    Log in as a user (part of the users group)
4.    Try to activate

Q: I get a message that says CardScan is not activated, There are x day(s) remaining on your grace period… What is this grace period?
A: This refers to the 30 day evaluation period automatically included in all CardScan for CRM software.

• If you own the software, you need to activate it using your Product Key.
• If you are evaluating it, we encourage you to take advantage of the grace period so you’ll learn how valuable and useful the software is. Call CardScan Sales to purchase the product and you’ll receive the Product Key to Activate the software.

Cardscan Sales 1-800-942-6739 or sales@cardscan.com

Administrator Tool

Q: What is the CardScan for CRM - Administrator tool?
A: The CardScan for CRM - Administrator is a software program that allows users (or administrators) to customize their CardScan for CRM application. There are 5 features that this tool addresses:

• Required Fields – Select fields that must be present – e.g. First Name, Country, etc. – before a record can be transferred from CardScan for CRM to your CRM system.
• Fields Mapping – If your CRM contact fields were customized, use this feature to map fields to match that customization.
• Additional Fields – Show your commonly used CRM fields in the CardScan interface to further simplifies entry of extra data. E.g. If you want to assign a fields such as Lead Source to every new Lead captured with CardScan for CRM, this feature makes it easy.
• Users – This feature enables a user who captures contact data to assign ownership of the record to another CRM user. This is common after an event or trade show.
• Duplicate Rules – Allows you to select the criteria to identify duplicates in your CRM system.

Q:    I’m not a system administrator, nor am I very technical. Would I want to use the CardScan for CRM - Administrator software?
A:    In many cases, yes. The Administrator tool was designed for utmost simplicity. If any of the features shown above will be useful to you, consider installing the CardScan for CRM - Administrator program. CAUTION: Of course you should consult your CRM or system administrator before installing this program or making changes. They may choose to make such changes themselves, or they might restrict such customizations.

Q:    How do I know if I have the CardScan for CRM – Administrator software program installed?
A:    You will typically see it listed under START -> All Programs -> CardScan

Q:    How do I map fields from CardScan for CRM to my CRM fields?
A:    Open the CardScan for CRM - Administrator software. Select Field Mapping and follow the instructions shown.

1.    In the Main window, select Field Mapping to open the Field Mapping window.
2.    Select the tab where you want to map fields.
3.    Select a CardScan field and the CRM field you wish to map.
4.    Click Map. The fields are mapped and added as a row to the Mapped fields list.
5.    Click Apply or OK to save the changes. OK will also close the window.

Q: How can I add additional fields from my CRM system to CardScan for CRM?
A: Open the CardScan for CRM - Administrator software. Select Fields and follow the instructions shown.

1.    In the Main window, click Fields to open the Fields window.
2.    Select a field from the Available Fields list.
3.    Click Add Selected Field to display the Add Field window. This window displays the name of the field you selected. Note that this value cannot be changed. If the name's length exceeds 30 characters, the first 30 characters and an ellipsis (...) is displayed.
4.    By default, the display name in CRM is shown in the text box. Change the display name to reflect how you want it to appear in the UI.
NOTE: If you enter a display name already in use, you receive the message, "The name you entered is already used by another field. Please enter a different name."
5.    Enter or select the default value depending on the data type of the selected field. For example, if the data type is "picklist" you can select the default value from the drop-down list.
6.    Check the Required box if the selected field is required. The Required option will be automatically checked if the field is required in CRM.
7.    Click OK to close the Add Field window and add the field to the list.
8.    Click OK or Apply to save your changes. OK will also closes the window.

User Topics

Q:    How can I synchronize records to other applications like Microsoft Outlook?
A:    CardScan for CRM products simplify contact data entry for CRM systems. The application is designed to capture, then transfer data to the CRM system. Since CardScan for CRM doesn’t store the data, it doesn’t synchronize with other applications such as Outlook. However, other CardScan software products such as CardScan Team, capture and store contact records in CardScan database (CDB) files. That software can synchronize these CDB files with Outlook and other applications. CardScan for CRM can Import records from these CDB files created in other CardScan products.

Q:    I want to assign ownership of a lead/contact to another user. Why I can’t see their name in the Owner pull-down box?
A:    Use the CardScan for CRM – Administrator

Q:    I need to reinstall CardScan for CRM on a new/different computer. How can I transfer my valid installation from one machine to another?
A:    Record your Product Key. You’ll need it when you install the software on the new machine.

• If the original computer is still functional and has access to the internet, uninstall the software. Select START -> Control Panel -> Add or Remove Programs, CardScan for CRM
• If the original computer is not available, contact CardScan Technical Support.

Q: If you get any error message that has not been covered in this article please email the CRM log file to our Technical support department. This will help expedite your issue.
A: We need the log files from the user’s folder (both ICRM.log and CardScanPro.log). You can find these files here:
C:\Documents and Settings\User Name\Application Data\CardScan\CardScanPro\.
Attach these two files to an email and send them to Support@cardscan.com