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  • Kevin Taheny
    Paperport hangs after scanning HELP!!
    Topic posted November 11, 2014 by Kevin Taheny, tagged Troubleshooting 
    Paperport hangs after scanning HELP!!

    My computer has PP 14.5 pro and the computer runs win 7 64 bit and scans are made with a Brother MFC 8950. PP hangs with larger scan jobs 20+ pages. No indication that it will hang until its done scanning and I click "cancel" on the PP setup screen. Then, it fails to "process" and convert scans to a pdf file. There's a little blue box for the scanmgr on the desktop which is nonresponsive, its hung up, and then the program can't be closed b/c it says its scanning. So I use task mgr to kill PP and the scanmgr process...usually I reboot the computer to use PP.  

    I called customer support and tried uninstalling etc and still no improvement.

    PP14 all of the sudden crashes 100% of the time1
    Topic posted October 30, 2014 by JOSEPH CAMPOS 
    PP14 all of the sudden crashes 100% of the time

    I've been Using PP14 since 2013 with no problems. All of the sudden PP14 crashes when ever I try to use it.I've uninstalled and re-installed it at least 4 times. I've used the removal tool several times to no avail. It started when I would scan a doc and when I got to the dialouge box and hit finish it would crash. Now it crashes all the time, for instance when I go to help >get updates it crashes. I can't do anything with this program not even open a document. Any help would be greatly appreciated.



  • Adam Morey
    Paperport will not activate1
    Topic posted October 19, 2014 by Adam Morey 
    Paperport will not activate

    Anyone have any ideas on how to get Nuance to support paying customers that wish to reinstall their software?  I understand that you need to uninstall which deactivates the serial number, but if you don't do this then is the only resort to open up a ticket and beg to have your software reactivated?


  • Jack Jackson
    Paperport Crashing/Freezing Issue - This Might Help2
    Topic posted October 17, 2014 by Jack Jackson 
    Paperport Crashing/Freezing Issue - This Might Help

    I have been using Paperport since the mid or late 1990s. It is truly a great piece of software but Ver 14 continuously freezes or just crashes to an extent that productivity is consequentially effected. It is an extremely annoying program to use now and I am even considering the painful step of moving to different software. Nevertheless, I think I have some information that might help as this is obviously a very widespread issue (at least by the amount of information out there about it).

    First, regardless of what Nuance might say, it is not the faulty of the machine it is installed on. I have installed it over the past year or two immediately after a number of clean installs (W7, 64 bit) and the problem is always there.

    In my searches I found a few references to memory timings being important with respect to this problem. There is a post I found on some forum where someone stated by taking his memory timings in the bios to exactly that specified for his memory he was able to solve the problem. So, I experimented and found memory timing do indeed influence how often the freezes and crashes occur. I was not able to eliminate the problem but I certainly was able to consequentially minimize it.

    I also experimented with some very fast (and expensive) DDR3-2400 memory with what appears to be positive but not perfect results. The memory appropriate for my CPU is DDR3-1600. I replaced the DDR3-1600 memory with DDR3-2400 sticks and then slowed them down to the DDR3-1600 speed. That helped somewhat but not a lot. Then, I reduced the timings to the DDR3-1600 timings (10-12-12-31 to 9-9-9-24) and that helped even more. However, again, the crashes, and especially the frequnet freezing, still occured. By accident the timings for the DDR3-2400 memory, running at DDR3-1600 bus speeds, was reduced slightly more (to 8-8-8-??) and the problems became less frequent.

    In other words, I get the distinct impression that Ver 14 does not very gracefully handle memory activities. I also noticed that immediately after a reboot, the problems are infrequent but suddenly become much more frequent after scanning for a while.

    I sure wish Nuance would address this real problem because it is so annoying I am almost at the point of giving up on Paperport. Their offshore tech support with people that might speak fluent English but have terrible ability to communicate in English also does not help endear me to Nuance and their otherwise excellent products.


  • Tom Combs
    PP14 Standard ed. Does not link to Microsoft Office Products
    Topic posted October 12, 2014 by Tom Combs, tagged Installation and Configuration Topics, Troubleshooting 
    PP14 Standard ed. Does not link to Microsoft Office Products

    With PP14 standard When dragging a PDF file onto any of the Microsoft Office Icons for conversion, you get the "Something went wrong we couldn't start your program."  Nuance Support will probably remove this post but I have received some almost unreadable text advise, some of which was incorrect on basic issues. They admit there is a problem, and apparently they don't have a solution. After complaining to corporate office about the terrible support service, someone called me and after an hour on the phone she was unable to fix but promised to call me the next day with an update. Never happened. Customer service is way at the bottom of the list of priorities. Over a month later and no word, no fix.

  • Trip
    Uninstalling and reinstalling Paperport 11 on Win 7/642
    Topic posted October 12, 2014 by Trip, tagged Installation and Configuration Topics 
    Uninstalling and reinstalling Paperport 11 on Win 7/64


    I am running Windows 7 Ultimate/64 and have run into trouble installing the version of Paperport 11 that came bundled with my Brother MFC-7840W printer.

    Although I was able to install Paperport on this computer initially, I recently had to reinstall windows, and since then I have been unable to get Paperport working.

    I am receiving the following message: "Error 1722. There is a problem with this Windows installer package. A program run as part of the set up did not finish as expected. Contact your support personnel or package vendor".

    I should point out that Paperport did not install as part of the normal Brother installation routine because there was a problem with the Brother printer drivers, which caused their setup routine to terminate.

    I was able to download the correct drivers from the Brother website but the problem of installing Paperport remained. Tech support at Brother supplied me with the following instructions ('H' is my CD drive):

    1) Install Paperport by running setup.exe in H:\ppport\PaperPort.

    2) Install the Microsoft Visual C++ 2005 Redistributable Package by running vcredist_x86.exe in H:\ppport\PaperPort\Utilities

    3) Then run vcredist_x64.exe in H:\ppport\PaperPort\Utilities\System64

    4) Install the PaperPort Image Printer by running Setup.exe in H:\ppport\PaperPort\PrinterDriver\system64


    As I mentioned, these instructions worked when I first installed Paperport on this machine but for some reason they failed after the reinstall and now I cannot get paperport working. I tried uninstalling Paperport (including running remover.exe in H:\ppport\PaperPort\Utilities\Remover) but am now completely stuck.

    Any help you could provide would be greatly appreciated.



  • Jonathan Leslie
    Unable to open pdf in PaperPort ImageView1
    Topic posted October 7, 2014 by Jonathan Leslie, tagged Troubleshooting 
    Unable to open pdf in PaperPort ImageView

    I have a customer who got a new PC. Both old and new have Windows 7 Pro. The PC is domain-joined and up to date. PaperPort 14 is installed on both old and new.

    On the old PC he was able to open PP and then double-click on a PDF and it would open in ImageView. But now ImageView opens but it's blank where the document should be. No document displays. If he right-clicks the PDF in PP and chooses Open With and selects either type of ImageView that is in the list, he gets the IV window opening but no document displaying. He can open JPG images but not PDF.

    The PDF documents will open just fine in Adobe Reader.

    He called PP Support and he did find that if he logs in to the PC with a local admin account, everything works fine. But with logged in with his domain account which has local admin rights, he gets the above symptoms.

    Also, on the old computer when in PP and right-clicking on a PDF he used to be able to do a Save As and save the PDF with a different filename. Now on the new computer when he tries to do a Save As, he gets the error "this operation is not allowed by pdf security settings".

    He's tried changing all settings he can find but nothing has helped yet. His domain account has FC of the folder storing the PDF files and all the files in it.

    Also on the old PC when viewing the list of PDF files in PP they appeared as small thumbnails, now there is just a generic pdf placeholder icon.

    I am not familiar with PP at all so I am hoping someone here can provide some help.

  • Geoffrey Beresford Hartwell
    Update Paperport 11SE - Windows 71
    Topic posted October 1, 2014 by Geoffrey Beresford Hartwell, tagged Installation and Configuration Topics, Troubleshooting 
    Update Paperport 11SE - Windows 7

    I cannot obtain an update for PP 11SE.  Internet Explorer opens - and I use Chrome - I have Java but the page says it cannot proceed without it. Nothing appears unless I expose the page source.  How do I check for updates?

  • Chris Feasby
    PP14 stopped printing to PDF (Error -10)3
    Topic posted September 15, 2014 by Chris Feasby, tagged Installation and Configuration Topics, Troubleshooting 
    PP14 stopped printing to PDF (Error -10)

    We have a use on Windows 8 who can no longer print into PP14. Regardless of the program used PP open but they get "Error in image file reading and writing software (Error -10).

    If I log into the machine with a different profile I am able to use the software without issue.

    Have tried clearing temp file under ->app->local->temp

    Would like to avoid a removal and re-install as the user would lose all their settings.



  • Brittnay Ramsey
    Paperport via Digital Download1
    Topic posted September 14, 2014 by Brittnay Ramsey, tagged Installation and Configuration Topics 
    Paperport via Digital Download

    I recently purchased a VuPoint Magic InstaScan that was bundled with PaperPort 14. I installed the PaperPort software via a digital download. The computer then became infected and was wiped. My question is, how to I reinstall software that was a digital download? The link I was given no longer works. The "download" button is just unresponsive...

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