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.

Error Message
Voter Action
Poll Worker Action
Log File Entry

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 Scan Failed - 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.

eventId: scanner-state-machine-transition message: Will include "rejecting" Preceding scanner-state-machine-event log will contain details in its message

Official Ballot - The scanner is in test ballot mode. Official ballots may not be scanned.

Ask a poll worker for help.

Contact your election administrator, scanner is in test mode.

Same as above

Test Ballot - The scanner is in official mode. Test ballots may not be scanned.

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

Wrong Election - The scanner is configured for an election that does not match the ballot.

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

Wrong Precinct - The scanner is configured for a precinct that does not match the ballot.

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

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

Scanner Needs Cleaning - The ballot was not counted. Scan it again after cleaning.

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 Scale Error - The ballot is printed at the wrong scale. Ballots must be printed full-scale.

Ask a poll worker for help.

Contact your election administrator for properly printed ballots.

Same as above

Scanner Error - The ballot was not counted. Please remove the ballot to continue.

Remove the ballot and scan again.

Same as above

Ballot Jammed - The ballot was not counted.

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"

Ballot Box Opening Blocked

Ask a poll worker for help.

Clear the ballot jam from inside the ballot. The jammed ballot was already counted and should not be rescanned.

eventId: scanner-state-machine-transition message: Will include "jammed"

Preceding scanner-state-machine-event log will contain "outfeed_blocked"

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"

Scanner Error - The ballot was not counted. 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: scanner-state-machine-transition message: Will include "unrecoverableError"

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

VxScan's ballot box capacity is 3000 ballot sheets. If the ballot box reaches capacity, ballots should be removed and secured according to state law and rule.

Last updated