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1. In the tavern, two heroes of the same class will never appear. This can be a problem – if Pasis is in the right slot, Moner won't appear in the left! This is just an example. You either need to dig in the right slot, or (the excavator often refuses to dig in the right slot) change the hero in the right slot and continue digging in the left.
2. Check in the editor to make sure the desired hero isn't disabled.
3. If the map author changed the hero's portrait, you need to dig based on the portrait, not the name – that's how the excavator searches for heroes.
4. It's best to avoid using scan programs, just to be safe. :)