Digital Check scanners and teller equipment

“An error occurred initializing web scan hub” – Support Tips

Or: My scanner won’t work after upgrading from Windows 10 to Windows 11

Since the release of Windows 11 last October, an increasing number of users have reported their scanners not working after an update, often accompanied by the message “An error occurred initializing web scan hub.” Fortunately, this is not a serious problem and is easy to fix.


What does the error mean?

Basically, that the scanner is trying to communicate with the bank’s electronic check processing service, but something is preventing it from doing so. This is not an error with your scanner drivers. All Digital Check and SmartSource drivers for Windows 10 have also been qualified for Windows 11.

Occasionally, this could be caused by a legitimate connection issue, such as the bank’s website being down, but this is rare. More often, it means your browser is missing a security exception for the website the bank uses to process checks, so your PC is being blocked from communicating with it.


How do I fix it?

Trusted sites windowOption 1 (recommended): For businesses using a remote deposit capture application, uninstalling and reinstalling the bank’s deposit software often solves the problem. Most deposit programs automatically add the necessary browser exceptions when they are first installed. This is usually the easiest way to resolve the issue.

Option 2: If you know the URL of the website your bank uses to process checks, you can re-enter a security exception manually. The process varies from browser to browser.

Please contact your bank’s help desk to obtain the correct URL to add to your trusted sites list. This should not be attempted unless you are familiar with web security settings, and Digital Check assumes no responsibility for any issues that may occur if done incorrectly.


Why does this error happen after upgrading from Windows 10 to Windows 11?

Upgrading from one version of Windows to another doesn’t affect your programs, but it will clear your cache of trusted sites, which will need to be restored. Since your banking software only adds security exceptions when it is first installed, it doesn’t know to add them back after a Windows upgrade. So, you either have to do it yourself, or reinstall the program. We also saw a flurry of these cases after the release of Windows 7, Windows 8, Windows 10, etc.

You should NOT encounter this error when you are reinstalling a “clean” copy of Windows from scratch. In that case, you’ll wind up installing your banking program again anyway, so it’ll add the security exceptions automatically.


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Digital Check Corp.
630 Dundee Rd. Suite 210
Northbrook, IL 60062