Mac High Sierra: Scanner is in Use by Other Application

Please note that the information provided on this page is related to products and/or services which are no longer supported and agent support is no longer available. This information is provided as a courtesy for users who may still need troubleshooting or FAQ information on end-of-life products.

Help! I am on Mac OS High Sierra (10.13) and now when I try to scan using my Neat scanner, I get a message stating 'Scanner is in use by other application'.


Please follow the steps below to resolve this issue:

  1. Disconnect your scanner from your Mac and start or re-start the Mac.
  2. Got to: Macintosh HD/Library/Image Capture/Devices
  3. Move NeatScannersICDriver into Trash.
  4. Next go back to the Go To Folder window to open the directory: /Library/Application Support.
  5. Look for the Neat folder and delete it. 
  6. Install the updated driver which works in Mac OS High Sierra.
  7. Once downloaded, locate the new NeatScannersICDriver from your downloads. Copy it and place the copy in Macintosh HD/Library/Image Capture/Devices
  8. Select Authenticate to modify your devices.
  9. Once copied to your devices folder, right click on the new driver and choose 'open'.
  10. Launch Neat.
  11. Plug in your scanner and begin scanning again.

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