If you experience a problem with your scanner, please take these actions;
Consult the User Guide
Your Kodak Scanner comes with a detailed User Guide offering guidance and instructions on set-up, scanning photos, achieving high quality, maintenance, and troubleshooting. Often, the answer to a problem is located in this guide.
Can't locate the resolution to the problem after consulting the user guide? It may be time to initiate a support request using E-Z Photo Scan's online support request tool.
Simply provide your contact information and describe the issue you are having. Please remember to include as much detail as necessary to explain the problem. Also, be sure to include the Kodak Scanner model number, software used to scan photos, and your computer's operating system. An E-Z Photo Scan team member will research the problem and then reach out to you to help resolve the issue.
The online support request tool is available 24/7/365. Requests are monitored on standard business days from 6:00 AM - 6:00 PM (EST). When possible, the On-Call Administrator assigned to after-hours duty on Monday-Friday, weekends, and holidays will attempt to acknowledge any requests for support submitted outside of standard business hours.
Alternatively, you can call E-Z Photo Scan or Kodak Alaris and speak with a support representative by telephone.
E-Z Photo Scan - 800.739.6919 M-F (excluding E-Z Photo Scan holidays) | 8 AM - 5 PM (EST) / After-Hours 1.866.562.4660
Kodak Alaris Support Response Center - 800.822.1414 M-F (excluding Kodak Alaris holidays) | 8 AM - 5 PM (Local Time)
You may be asked to run some simple, self-diagnostic tests and report the resulting status and error code messages. This process will assist in determining if the problem is the Kodak Scanner or another component and if the problem can be resolved over the phone.
Advanced Unit Replacement (AUR)
If it is determined a hardware problem exists that is covered either under the Limited Warranty or a purchased Maintenance Agreement, a Return Material Authorization Number (RMA) will be assigned as needed, and a service request initiated. Repair or replacement procedures will follow.
AUR may be one of the easiest and most comprehensive service offerings in the industry. In the unlikely event of a product defect, for eligible purchasers of certain Kodak Scanners, Kodak will replace that product within two business days.
Refer to your scanner's User Guide for full details of how the AUR procedure works.
Having an Issue with your Kodak Photo Scanner?