Original size not recognized error message

Issue description

When users scan an ID Card onto the scanner glass, the device is not able to detect the paper size and scan. Instead, it always throws the intrusive red dialogue saying, "Original size not recognized."

This error is functioning as designed. Card Copy tells the scanner to use A5 media as the input paper size while the actual paper size is an ID card.

Solution

A workaround to this error message is to enable Multi Card Scan, even if scanning only one ID card. This option can be found on the printer EWS configuration page or on the control panel.

• Using EWS


1. Access the printer EWS by typing the printer IP address into the URL field of your browser (e.g., Internet Explorer, Mozilla Firefox, Google Chrome, Safari). For example, enter http://MFP_IP_Address, where MFP_IP_Address is the IP address of the printer.



2. Click Apps, then select Card Copy.



3. Under Card Copy, select Configure.



4. On the newly opened tab, scroll to the bottom of the page to check the box for the Multi Card Scan option.



5. Click Apply to save changes.

• Using the Control Panel
• Another workaround is to use “Use Multiple Cards” option on the control panel as shown in the image below.

If the issue persists, search for more information related to this issue or contact support for further assistance.