| Symptom | Likely cause | First safe fix |
|---|---|---|
| RDC page not accessible | Gateway SSO or user permission issue | Confirm Gateway access and RDC entitlements |
| Scanner not detected | Driver, WebScan, USB, or browser issue | Check scanner connection and required components |
| Deposit function missing | Role or service not assigned | Ask admin to verify RDC permissions |
Gateway and RDC relationship
RDC access can depend on Synovus Gateway single sign-on and user setup. If Gateway access is missing, RDC may not open even if the scanner works.
- Confirm the user has Gateway access.
- Confirm RDC service access.
- Check company administrator settings.
Scanner and WebScan checks
Scanner problems are often local-device issues: drivers, WebScan components, browser permissions, USB ports, or operating system policy.
- Restart scanner and computer.
- Check cables and USB port.
- Confirm required scanning software is installed.
- Try an approved browser.
When to involve IT
RDC setup often requires company IT because drivers, permissions, browser components, and endpoint protection can affect scanner detection.
- Document scanner model.
- Record browser and OS.
- Avoid installing drivers from unofficial sources.
Use official Synovus help for account-specific issues
For login access, account-specific changes, locked users, payment services, fraud concerns, or confidential banking questions, use official Synovus channels. Start at the official Synovus website, review the official Synovus Gateway information page, or use the official Synovus contact page.
Do not share codes or passwords
No help guide, phone caller, email sender, text message, or “support agent” should ask you to share your banking password, one-time access code, full account number, card number, or remote computer access. Stop and verify through official channels.
FAQ
Why can I log into Gateway but not RDC?
Your user may not have RDC permissions or the RDC service may require additional setup.
Why is the scanner not detected?
Drivers, WebScan, USB, browser permissions, or security software may be blocking detection.
Should I download scanner drivers from random sites?
No. Use official or approved sources only.
Last reviewed: May 15, 2026. This page is written as independent troubleshooting guidance and is not a substitute for official Synovus support.