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 [email protected] 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 scanner. If that doesn't solve the problem, restart the Ballot Scanner laptop.

Shows "Scanning..." but not scanning

If the Ballot Scanner laptop shows Scanning... but the scanner itself is unresponsive, 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 Election Manager or Ballot Scanner laptop froze

If either the Election Manager or Ballot Scanner laptop 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.