PaperPort Troubleshooting

Following installation, PaperPort searches for programs on the computer and automatically adds icons for supported programs to the Send To Bar. If a program exists on the computer and is not shown on the Send To Bar, it can be added to the Send To Bar by using the "New Program Link" wizard.
To add a program link to the Send To Bar:
1. Display the PaperPort desktop.
2. On the Send To Bar, right-click on a blank area of the bar, and then on the shortcut menu click "Send To Bar > New Program Link". (Or click "Tools > New Program Link".)
3. Follow the steps in the New Program Link wizard and then click "Finish" to complete the wizard.

Note: To refresh the Send To Bar click "Tools > Refresh Send To Bar". This instructs PaperPort to check for new supported programs on the computer and to update the Send To Bar accordingly.

Programs that can be added to the PaperPort Send To Bar must fall into one of the following categories:
• Programs that receive image files.
• Programs that receive text files.
• Fax applications that allow to other programs to print to it.

When attempting to print multiple “Pages per Sheet” under File > Print Setup, the resulting printout contains a single page per sheet.

Instead of setting the “Pages per Sheet” option under “Print Setup” in the PaperPort menu, set the number of “Pages per Sheet” in the printer properties:

1. Leave the “Pages per Sheet” option under File > Print Setup set to 1.
2. Select the desired documents to be printed.
3. Click “File > Print”.
4. Click “Properties” in the “Print” dialog box.
5. Under the “Layout” tab, increase the number of “Pages per Sheet” to the desired number.
6. Click “OK” to print, and the multiple pages will be laid out correctly on the printout.

Note: Not all printers will support the “Pages per Sheet” feature.

The following scenarios may cause PaperPort to close or PageView not to respond:

Adding Blank Folder Notes:

PageView may not respond when viewing a multi-page PDF file that was scanned into PaperPort with the “Automatically add keywords from Folder Notes” option selected. This is caused by trying to add folder notes to a new document from a folder that does not already contain any folder notes.

Suggestions to avoid PageView from not responding:
• Uncheck the “Automatically add keywords from folder notes” option under the Scanning “Profile > Output Tab” if there are no existing folder notes.
• If using the “Automatically add keywords from folder notes” option, add folder notes to that folder before scanning PDF files to it.
• If scanning multi-page PDF files with the Scanner Capture Assistant, do not select “Modify document name and notes”.

Not allowing the thumbnails enough time to generate:

If the document is multiple pages long and has many thumbnails to generate, it is possible that PageView will not respond immediately. Nuance recommends waiting to switch pages or to make modifications before all the thumbnails have fully generated. If attempting to change pages or make edits prior to the thumbnails loading, it is possible that PageView may not respond.

PaperPort may freeze when saving added notations or edits:

When adding annotations to a multi-page document, PaperPort may freeze when attempting to close and save the modified document. When making edits to a file in PageView, Nuance recommends waiting until the thumbnails finish loading prior to saving the document or closing PageView.

Note: Prior to installing the fax program, there were no printing issues with PaperPort 11.

Some faxing programs use Black Ice drivers which may conflict with the BlackIce driver (version 8.61) that PaperPort 11 uses. One program that is known to conflict is RelayFax 6 from Alt-n.

It is not recommended to have both PaperPort and the fax program installed on the same system, however it may be possible to reinstall one of the programs to resolve the conflict.

RelayFax 6 is an exception, as it is not possible to have both programs installed on the same system. However, it is acceptable to use RelayFax 5 on the same system as PaperPort 11, because RelayFax 5 does not use the same BlackIce printer drivers.

When a non-scanned PDF is saved using "Save As" from either the “File” menu or by right-clicking on a PDF and leaving the “Color” and “Resolution” properties set to “Original”, the resulting PDF file size may be larger than the original. This happens regardless of which PDF “Save as type” is selected.

Many PDF files do not contain “Color” or “Resolution” information. PaperPort will assign the default “Color” and Resolution” settings of 200 DPI and 24-bit color for these files which can result in a larger file size.

Choosing a “Color” and “Resolution” setting that is less than the default when using “Save As” will allow the user to control the PDF file size.

Please review the tips below before installing PaperPort 11:

• The PaperPort 11 User's Guide, located on the installation CD, provides additional information about installing and setting up PaperPort. Please refer to it for complete installation instructions.
• Install the scanner to be used before installing PaperPort. The scanner must be working independently of PaperPort 11 prior to connecting it to PaperPort. Scanners that use PaperPort should be installed according to the scanner manufacturer’s specifications.
Please consult the documentation that came with the scanner for information.
• It is recommended to turn on the scanner before turning on the PC.
• Close all other applications, especially anti-virus programs. Anti-virus and other programs may cause the PaperPort installation to fail.
• Log onto the computer with administrator privileges if installing on Windows 2000 or XP.
• Please note that PaperPort is not supported on any server operating systems and must be installed and run locally.

Note: Upgrading from a previous version of PaperPort will remove the previous version and all files in the Program folder. It is important to backup data before installing so that data files are not removed. Copying data to a CD or a network drive before installing is recommended.

When using certain PDF viewers, such as Foxit Reader or Adobe Reader LE, to view PDF files created by scanning to PDF (any format) in PaperPort 11 the resulting document is blank.

The following workarounds will allow the user to view files scanned into PaperPort in these PDF viewers:

Solution #1:
1. Open the “Scan or Get Photo” pane.
2. Select a scanner profile.
3. Select “Settings”.
4. From the “File Type” list choose a file type other than PDF (i.e.: JPEG, TIFF, MAX).
5. Next, scan a document.
6. Following the scan, highlight the file on the PaperPort Desktop.
7. Right click and select "Duplicate as PDF Item".
8. PDF files will now be viewable in Foxit Reader or Adobe Reader LE.

Solution #2:
1. Open the unreadable PDF in PageView.
2. From the “File” menu select "Save As".
3. Next, select "PDF Image (*.pdf) from the “Save as type” list.
4. PDF’s will now be viewable in Foxit Reader or Adobe Reader LE.

This may occur when an item on the PaperPort Desktop had been selected or clicked on, causing the selection to have the red halo around it, a right click on the desktop does not give you the PaperPort “Desktop” context menu, rather the “File” context menu.

To avoid this issue, left click on the PaperPort Desktop to bring focus to the Desktop before right clicking for the PaperPort
“Desktop” context menu. The correct context menu will appear if no items on the PaperPort Desktop are selected.

PaperPort 11 is not supported on FAT32 file systems. PaperPort 11 was designed to run only on Windows 2000 and XP, to fully take advantage of the NTFS security settings. Running PaperPort 11 on FAT32 systems can cause undesirable results and is therefore not recommended.

Starting with PaperPort 10, the Microsoft Windows “My Documents” folder became the top level folder. Previously, “My PaperPort Documents” was the top level folder and was added on install. This folder is still added on install but is now added as a sub-folder of “My Documents.”

The top level folder can be changed within PaperPort from the Folder Manager or during the installation by choosing “Custom” install.

1. To change the top level folder after install, follow the steps below:
2. Right click in the Folder Pane and select “Folder Manager” or click “Tools > Folder Manager”
3. Highlight the desired folder or click “Add” to browse to the location of the folder.
4. Select “Move Up” to make the desired folder the top level folder.
5. When the folder is moved up click “Close” to finish.

Note: To remove a top level folder, simply highlight the desired folder and select "Remove” from the Folder Manager. Folders that were added to previous versions of PaperPort may not be retained when upgrading. These folders may need to be added back into the PaperPort 10 folder view manually.

This can occur if the wrong information was used to activate the product. For example the serial number could have been entered incorrectly. This can also occur if the product was not activated because of no internet connection, or because something is blocking it from connecting to the internet (for example a firewall application).

If there is an internet connection on the computer, please use the following steps:
1. Launch PaperPort.
2. When the activation prompt appears choose "Activate Now" and then "Activate Manually".
3. Once in the manual activation dialog take note of the serial number. Very carefully compare this serial number to the serial number that appears on the back of the product’s CD sleeve or the e-mail confirmation received when the product was downloaded. Make sure that the serial number includes all zeros and no O’s. Also confirm that the characters are not reversed and that it matches exactly what it says on the back of the CD sleeve.
4. Once it is confirmed that the serial number is entered correctly, click the link at the top of the Manual Activation page to complete the activation. If there is no internet connection, use the information in the manual activation page to go to another computer with internet access to complete activation.
Note: A web connection is a system requirement to use these software packages.

When upgrading operating systems (Example: Windows 98 to Windows XP), PaperPort will prompt to activate upon first use after upgrading. This will decrease the number of activations by one. To make sure the activation count remains the same, Nuance recommends un-installing the software before upgrading the operating system.

In certain circumstances, you may see a message box appear when launching PaperPort. The message will be one of the following:
• "The feature you are trying to use is on a network resource that is not available."
• "The feature you are trying to use is on a CD-ROM or other removable disk that is not available."
• "Please wait while Windows configures…"
This issue may appear if the initial installation of the product did not complete successfully.

Other causes may include, a deleted or altered registry setting or removal of a shared system resource, such as a *.DLL or redistributable. When a user receives this message, Nuance recommends inserting the installation media or locating the extracted download and navigating to the appropriate .MSI. For example: PaperPort 11.msi. This will initiate a repair of PaperPort and the missing or altered component that is generating the message will be resolved.

To prevent these messages from appearing in the future, copy the installation CD to a folder on the hard drive and install from that location. This will allow the installer to locate the appropriate *.MSI file without prompting the user to specify the location or insert the CD.

PaperPort has been tested on Windows XP Home and Professional. It has not been tested with the Windows XP Media Center Edition operating system. Even though PaperPort may function and install properly, Nuance does not officially support using the Windows XP Media Center Edition operating system.

When used in Vista, PaperPort 11 can be repaired to resolve any installation errors. However when the User Account Control is turned on in Windows Vista, it may determine that you aren’t operating with enough privileges to operate the repair function. There are two recommended solutions:
Solution #1:
Instead of using the repair function, Nuance recommends uninstalling and then re-installing the product. The original serial number will be required.
Solution #2:
The repair function will work properly when User Access Control (UAC) is off. To turn off User Account Control (UAC), please use the following steps:
1. Close all applications.
2. Click "Start > Control Panel".
3. Click "Classic View".
4. Click "User Accounts".
5. Click "Turn User Account Control on or off".
6. Clear the "Use User Account Control (UAC) to help protect your computer" checkbox.
7. Click "OK" to apply the changes.
8. Restart the system.

PaperPort has registration reminder functions. However, if your web browser has high security settings enabled, the Nuance webpage may not be able to disable the registration reminder.
There are two recommended solutions for this problem:
Solution #1:
Select “Do not remind me again” from the registration dialog box. The registration prompt should no longer appear.
Solution #2:
Follow these steps to remove the registration reminder from a Windows XP system’s startup settings:
1. Click on “Start”.
2. Click on “Run”.
3. Type the word “MSCONFIG” without the quotes.
4. Click “OK”.
5. Click on the “Startup” Tab.
6. Uncheck the box next to “ereg”.
7. Click on “Apply”.
8. Click “OK”.
9. Reboot the computer.

PaperPort 11.1 (Vista) are supported on 64-bit Windows XP/Vista operating systems with full functionality. PaperPort 10 may work under 64-bit Windows operating systems but with limited features and is not supported at this time.

When opening encrypted PDF files created by Adobe Policy Server, Adobe Reader Lifecycle or Adobe Reader Extensions, PaperPort may show the following error:

“PaperPort has encountered a problem and needs to close. We are sorry for the inconvenience.”

This is caused by the method of security implemented when creating the PDF file. PDF files secured by Adobe Policy Server are not supported by PaperPort.

PaperPort and PDF Converter Professional both contain FormTyper functionality. FormTyper works similarly in each product in that it automatically analyzes the form, recognizes the blank areas in which data can be entered, and creates blank fields for the data. However, the intended use of FormTyper in each application differs in the following ways:

The FormTyper functionality in PaperPort enables the user to quickly fill forms from the PaperPort Desktop by dragging a black and white PaperPort Image (.max) to the FormTyper program on the Send To Bar. The document is then opened in the FormTyper window where the user can fill the form or quickly reposition fields, insert new fields, and remove fields to enter data. After the user has completed filling the form they can then print the form or save as a PDF file or PaperPort Image (.max) file to the PaperPort desktop. Once the FormTyper window is closed, the form is no longer fill-able.

The FormTyper functionality in PDF Converter Professional allows users to convert static PDF forms into fill-able PDF forms for sharing or distribution. Additionally, PDF Converter Professional allows the user to add standard PDF form elements including buttons, text fields, check-boxes, radio buttons and dropdown lists to the PDF form. Once the PDF form is saved, it remains fill-able.

The methods for creating a PDF file in Microsoft Excel use the print driver functionality. Microsoft Excel does not allow printing of blank workbooks.

When needing to create a PDF using a “blank” workbook, select a cell and insert a “space” character. Nothing will show visibly, but Excel will treat the file as non-blank and allow it to be printed to PDF.