Error Troubleshooting

General Troubleshooting Steps

Before contacting support, complete the following steps:

1. Try the Dynamic Web TWAIN online demo to check whether the issue is reproducible outside your own application.
2. Open the browser developer tools (F12) and check the Console and Network tabs for errors. Note any error messages.
3. Enable verbose logging and collect the log files as described below.

Enable and Collect Verbose Logs

1. Remove old log files in the log folder under the service’s installation folder.
2. Set the log level using one of the options below:
   • Option A (recommended) — Single client machine (no coding required): Use the Dynamic Web TWAIN Service information page.
     1. Open http://127.0.0.1:18625/ in a browser on the client machine.
     2. Under Detailed information, locate the Log row.
     3. Click (change) to enable verbose logging.

        If (change) is not available, enable Web Setup by setting EnableWebSetup=TRUE in DSConfiguration.ini (admin privileges required), then restart the Dynamic Web TWAIN Service. See Web Setup.

     

   • Option B — Single client machine: Add the line LogLevel=14 to DSConfiguration.ini on the machine. The DSConfiguration.ini file is in the parent directory of the log folder.

   • Option C — All client machines (application-wide): Set LogLevel to 1 in your application code. This should be set as early as possible when the WebTwain instance is created — for example, in the Dynamsoft_OnReady event:

     function Dynamsoft_OnReady() {
       DWTObject = Dynamsoft.DWT.GetWebTwain("dwtcontrolContainer");
       DWTObject.LogLevel = 1;
     }
     

3. Perform a hard refresh (Ctrl + F5) on the application page and reproduce the issue.
4. Optionally, create a .txt file noting the exact time the issue occurred and place it in the same log folder — this helps pinpoint the relevant log entries faster.
5. Zip the log folder and share it with the Dynamsoft Support Team.

After collecting the logs, disable verbose logging — leaving it enabled will affect scanning performance.

• Option A: Click (change) again on the service page.
• Option B: Remove the LogLevel line from DSConfiguration.ini.
• Option C: Set DWTObject.LogLevel back to 0 in your application code.

Original post creation date: Dec 03, 2021

Last modified date: Jun 15, 2026