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.
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 include "unknown" or "unreadable" 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.
eventId: scanner-state-machine-transition message: Will include "rejecting" Preceding scanner-state-machine-event log will include "invalid_test_mode" in its message
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.
eventId: scanner-state-machine-transition message: Will include "rejecting" Preceding scanner-state-machine-event log will include "invalid_test_mode" in its message
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.
eventId: scanner-state-machine-transition message: Will include "rejecting" Preceding scanner-state-machine-event log will include "invalid_ballot_hash" in its message
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.
eventId: scanner-state-machine-transition message: Will include "rejecting" Preceding scanner-state-machine-event log will include "invalid_precinct" in its message
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.
eventId: scanner-state-machine-transition message: Will include "rejecting" Preceding scanner-state-machine-event log will include "vertical_streaks_detected" in its message
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.
eventId: scanner-state-machine-transition message: Will include "rejecting" Preceding scanner-state-machine-event log will include "invalid_scale" in its message
BMD Ballot
Ask a poll worker for help.
Secure BMD ballot for tabulation on VxCentralScan.
eventId: scanner-state-machine-transition message: Will include "rejecting" Preceding scanner-state-machine-event log will include "bmd_ballot_scanning_disabled" in its message
Scanner Error - The ballot was not counted. Please remove the ballot to continue.
Remove the ballot and scan again.
eventId: scanner-state-machine-transition message: Will include "rejecting" Preceding scanner-state-machine-event log will include details in its message
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.
eventId: scanner-state-machine-transition message: Will include "double_feed_detected"
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. If problems persist after restarting, ask your election official to contact VotingWorks support.
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. If problems persist after restarting, ask your election official to contact VotingWorks support.
eventId: unknown-error
*Error messages with an asterisk next to them correspond to unexpected error states where the cause is not immediately known. VotingWorks will likely ask for logs after the election to identify the cause and improve the product for future elections.
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