Help & FAQ

If you are running into problems or have any questions, please don't hesitate to reach out to the VotingWorks Team by emailing help@vx.support or calling (510) 426-9991.

Scan New Batch will not scan ballots

If the scanner does not initiate scanning, first ensure that the scanner is on and connected. When loading ballots, ensure that the scanner feed illuminates on the underside of the tray and then click Scan New Batch again.

If the scanner continues to be unresponsive, you can turn off and on the physical scanner as well as restart the Ballot Scanner if that also doesn't solve the problem.

The scanner is frozen

If the physical scanner becomes unresponsive in a Scanning...state, first remove all ballots from the input and output tray then set these ballots aside for re-scanning. Delete the most recently scanned batch and re-load the scanner to continue scanning.

To delete a single scanned batch, click Delete next to a scanned batch and confirm deletion.

Delete Scanned Batch

Next, turn off and on the scanner and then re-load the batch into the input tray to re-scan the ballots.

The computer froze or is unresponsive

If a VotingWorks Paper component stops responding for any reason, it is safe to shut it off by pressing the power button firmly for half a second, letting the machine shut down fully, and then powering it back on again.

What marks does Ballot Scanner not detect?

Ballot Scanner filters out red ink and will also not detect other light colored markers/highlighters. If marked as such, these ballots will be flagged as blank ballots for adjudication.