VxScan Error Messages
VxScan is programmed to intuitively explain to a voter or poll worker problems that may occur with a ballot or the VxScan. The following is a list of potential error messages and the actions a voter or a poll worker should take to remedy the error.
Ballots Already Scanned
Ask a poll worker for help.
Contact your election administrator, the ballot count is not zero at polls open.
eventId: polls-opened disposition: failure
Ballot Not Counted
Remove ballot and scan again.
eventId: scanner-state-machine-transition message: Will include "rejecting" Preceding scanner-state-machine-event log will contain details in its message
Ballot Not Counted - The scanner is in test mode and an official ballot was detected.
Ask a poll worker for help.
Contact your election administrator, scanner is in test mode.
Same as above
Ballot Not Counted - Multiple sheets detected. Remove your ballot and insert one sheet at a time.
Remove the ballot sheets and insert one sheet at a time.
If the error repeats, contact your election administrator to review double sheet detection settings.
Same as above
Ballot Not Counted - Remove ballot to continue.
Remove the ballot and scan again.
Same as above
Ballot Not Counted - The scanner is in official mode and a test ballot was detected.
Ask a poll worker for help.
Issue the voter an official ballot. Contact your election administrator if you do not have official ballots.
Same as above
Ballot Not Counted - The ballot does not match the election this scanner is configured for.
Ask a poll worker for help.
Verify the correct ballot was issued to the voter. Contact your election administrator for the correct ballots.
Same as above
Ballot Not Counted - The ballot does not match the precinct this scanner is configured for.
Ask a poll worker for help.
Contact your election administrator for the correct ballots or to change the precinct on the VxScan.
Same as above
Ballot Not Counted - There was a problem scanning your ballot. Please scan it again.
Remove the ballot and scan again.
If the ballot continues to be unread, spoil the ballot and issue a new one to the voter.
Same as above
Ballot Not Counted - The scanner needs to be cleaned.
Ask a poll worker for help.
Unseal and open the poll worker door, the access panel, and the scanner. Clean the glass and rollers with a microfiber cloth wetted with isopropyl alcohol. Close the scanner and all panels and reseal.
Same as above
Ballot Not Counted - The ballot is jammed in the scanner.
Ask a poll worker for help.
Clear the ballot jam from inside the ballot box and have the voter reinsert their ballot.
eventId: scanner-state-machine-transition message: Will include "jammed"
Remove Your Ballot - Another ballot is being scanned.
Remove the ballot and wait for the previous ballot to be counted.
eventId: scanner-state-machine-transition message: Will include "accepting.paperInFront" or "acceptingAfterReview.paperInFront"
Card is Backwards
Remove the smart card, turn it around, and insert it again.
eventId: auth-login disposition: failure reason: card_error
Invalid Card - Remove the card to continue.
Contact your election administrator for a new poll worker card.
eventId: auth-login disposition: failure reason: Many possible values
CVR Sync Required
Ask a poll worker for help.
Insert a poll worker card and then select Sync CVRs to sync CVRs to the USB drive.
eventId: export-cast-vote-records-init message: "Exporting cast vote records that failed to sync..."
Internal Connection Problem
Ask a poll worker for help.
Reboot the scanner - insert the poll worker card, select Menu, and Power Down, then unplug and replug the scanner.
If the error continues to display, contact your election administrator.
eventId: scanner-state-machine-transition message: Will include "disconnected" OR eventId: printer-status-changed disposition: failure
Something went wrong - Ask a poll worker to restart the scanner.
Ask a poll worker for help.
Reboot the scanner - insert the poll worker card, select Menu, and Power Down, then unplug and replug the scanner.
The scanner will reboot and scanning can resume.
eventId: unknown-error
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