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PaperPort 14 - Free Upgrade to Version 14.5

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Joe Winograd, Fellow&MVE
50+ years in computer industry. Everything from development to sales. CIO. Document imaging. EE MVE 2015, EE MVE 2016, EE FELLOW 2017.
I. Introduction

In a previous article (now deprecated), I discussed how to upgrade — at no cost for licensed users — Nuance's PaperPort Version 11 (hereafter, PP11) and PaperPort Version 12 (PP12) to the latest "point" releases, namely, 11.2 and 12.1. At the time of that article's publication, PP11 and PP12 were the two latest versions. Now the latest version is PP14 (yes, Nuance was superstitious and skipped 13), and its latest "point" release is 14.5.

I decided that adding PP14 to the previous article would result in a long, unwieldy article. In addition, a user of one version is not going to be concerned about the other two versions, so I decided to create three separate articles for PP11, PP12, and PP14 users. This is the PP14 one.

The earlier point releases of PP14 — 14.0, 14.1, 14.2 (there was not a public release for either 14.3 or 14.4) — are known to have bugs that were fixed in 14.5. This article provides links to 14.5, as well as other useful information on upgrading.

II. Comparison of Standard and Professional Editions

For PP14, there are two consumer editions – Standard and Professional. The feature comparison matrix is available in the Files section of this PaperPort wiki:
http://sites.google.com/site/wikipaperport/files

Here is a direct link to the PDF:
Comparison Matrix of PP14 Standard and PP14 Professional

III. Links to Downloads

The links are to a direct download of the upgrades for PP14.5 Standard and Professional. Beware the size — both are very large:

PP14.5 Standard (420,440,392 bytes)
http://supportcontent.nuance.com/paperport/14/PaperPort%2014.5%20Standard.exe

PP14.5 Professional (663,415,112 bytes)
http://supportcontent.nuance.com/paperport/14/PaperPort_14.5_Professional.exe

IV. Uninstallation Procedure

IMPORTANT: Make sure you are connected to the Internet during this entire process so the Nuance Activation Server can do its thing, thereby retaining your activation.

For PP14.5, there have been numerous improvements in the installer, one of which is to detect the existence of an earlier PP14 version and automatically uninstall it before installing PP14.5:

PP14.5-installer-detected-previous-versi
So Nuance intended manual uninstall procedures not to be needed for PP14.5. However, there's a bug in the PP14.5 installer — it does not uninstall the PaperPort Image Printer — so you must do that one manually. If you don't uninstall the PaperPort Image Printer manually, the PP14.5 installer will not install the new one — it will leave the old one installed:


PP14.5-old-PP-Image-Printer.jpg
You should use the standard Windows manual procedure to uninstall the PaperPort Image Printer, that is, via Control Panel>Add or Remove Programs in XP and Control Panel>Programs and Features in Vista, W7, W8. If you have PDF Converter, that should also be uninstalled before installing the upgrade (and it requires a separate uninstall).

Another improvement in the PP14.5 installer is that it detects your scanning profiles and offers to keep them:


PP14.5-save-scanning-profiles.jpg
If you select No, the installer will overwrite your customized scanning profiles file with a standard file. You will lose all of the work that you put into creating your custom scanning profiles. So be sure to select Yes if you've created/edited scanning profiles.

For further information, here is the Nuance PaperPort knowledge base article regarding uninstallation:
Manual uninstall instructions for PaperPort 14

However, that article was written before PP14.5 was released, and with the improvements in the PP14.5 installer, much of that article is obsolete.

V. Remover Tool

Nuance recommends the standard Windows uninstallation procedure, as described in the section above (which is what the PP14.5 installer does first). However, if your uninstallation is problematic, Nuance provides a free Remover Tool that does a more thorough job of removing all traces of a PP14 installation. Here is the link:
PP14 Remover tool

VI. Installation Procedure

IMPORTANT: As with uninstallation, make sure you are connected to the Internet during the installation process so the Nuance Activation Server can do its thing.

After proper uninstallation, the next step is to install the upgrade. Each PP14.5 link is to a self-extracting ZIP file (an EXE). There is a check-box that defaults to running "AUTORUN.exe" after unzipping — leave it checked, so that running the downloaded EXE file will result in running the installer.

The PP14.5 installer will install PP14.5, PDF Create, PDF Viewer Plus, and PP Image Printer. Also, it gives the option of installing the Nuance Cloud Connector:


PP14.5-Nuance-Cloud-Connector-option.jpg
You will need to reinstall PDF Converter separately (if you have it and you uninstalled it).

VII. Flexera's FlexNet Connect Common Software Manager

Nuance uses a Flexera product called FlexNet Connect Common Software Manager to manage updates/upgrades. Many, if not all, Nuance software installations also install this product. I do not like it, as I find it to be an invasive product that does not work well and has some undesirable side-effects.

If you like FlexNet Connect, skip to the next section in this article. If you don't like it, but haven't been able to figure out how to uninstall it, keep reading. It intentionally does not create an uninstaller, so you can't uninstall it from Programs and Features. To uninstall it, you need to download their uninstaller, which is here:
http://support.installshield.com/kb/files/Q112918/SoftwareManagerUninstall.exe

I keep this handy. Every time I see it come onto my system from some software installation, I uninstall it.

VIII. Scanning Problems

If you have scanning problems after updating to PP14.5, then you should install the free PP14 Scanner Connection Tool. Please see this EE article that explains how to do it:
PaperPort 14 Scanner Connection Tool - Fix Scanning Problems in PaperPort 14

Although Nuance developed the software for Windows 8, users have reported that it fixes PP14 scanning problems in other versions of Windows. I personally use it in Windows 7 and Windows 10.

That's it – happy upgrading to PaperPort 14.5! 

Article Update: Subsequent to the publication of this article, Nuance released Patch 1 for PaperPort 14.5. Here is another EE article that explains how to get Patch 1 at no cost:
How to install the Patch 1 update for PaperPort 14.5

This is an important patch, as PP14.5/Patch1 is currently the only version of PaperPort that is "Windows 10-compliant" (Nuance's term). So if you are having any problems with PP14.5 in W10, Patch 1 should be your first step (but I also recommend Patch 1 even if you are not running W10). Other Tips for fixing issues with PaperPort in W10 are discussed in another EE article:
PaperPort 14 in Windows 10 - A First Look

If you find this article to be helpful, please click the thumbs-up icon below. This lets me know what is valuable for EE members and provides direction for future articles. Thanks very much! Regards, Joe
 
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Expert Comment

by:Theo
Thank you Joe. I did as you said and it worked. But now I have PP 14.5 up and running I would like to know  what's new. The Release Notes have no info on that. Do you?

Thanks

Theo Richel
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by:Joe Winograd, Fellow&MVE
Hi Theo,

You're welcome. I'm glad the free upgrade to PP14.5 worked for you.

As far as I know, 14.5 was largely a bug-fix release. I'm aware of only two features/functions changes — and one of them is actually removal of a feature:

(1) PP14.5 has a new context menu entry when right-clicking on a Desktop item. It is called Save Thumbnail:

PP14.5 Save Thumbnail
Prior PP14 releases had Refresh Thumbnail, but not Save Thumbnail, which will save a thumbnail image as a separate image file (BMP, JPEG, PNG, TIFF).

(2) PaperPort Anywhere was a new cloud storage feature that had been added to 14.0:

PP14.0 PaperPort Anywhere
This feature no longer exists in 14.5. However, the Nuance Cloud Connector is still in 14.5, allowing connection to other cloud storage facilities. Also, the Evernote Connector is still in 14.5, allowing connection to the Evernote cloud service.


I have a message into one of my contacts at Nuance to see if I missed anything, but to the best of my knowledge, those are the only only two changes in features/functions (bug fixes were everything else). I'll post back here if I learn anything from Nuance. Regards, Joe
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by:Joe Winograd, Fellow&MVE
Hi Theo,
I heard back from Nuance. The other new feature in PP14.5 is official support for W8.1. Regards, Joe
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Expert Comment

by:Theo
Thanks very much Joe
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by:Joe Winograd, Fellow&MVE
Theo,
You're very welcome. Cheers, Joe
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Expert Comment

by:LMASTER
Hi Joe,
I installed papeport 14 on a new Surface Pro 3, all worked well for a week but things slowed down to a crawl.  I followed your instructions to remove and reinstall, but now the 64 bit image printer will not install, I cleaned up the registry of all nuance and paperport entries, removed the 64.bit from control panel, and restarted many times, no firewall no defender etc.
Is there any way to install the printer, its a major part of papeport to be able to print to the desktop.
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by:Joe Winograd, Fellow&MVE
Hi LMASTER,

A few questions to begin the troubleshooting:

> Surface Pro 3

W8 or 8.1?

> I cleaned up the registry of all nuance and paperport entries

How did you do that?

> removed the 64.bit from control panel

To be clear, do you mean that you uninstalled PaperPort Image Printer 64-bit via Control Panel>Programs and Features? In other words, this entry:

PP Image Printer 64-bit Uninstall
One more question: Did you run the PP14 Remover tool?

Regards, Joe
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Expert Comment

by:LMASTER
8.1,searched for nuance and paperport... deleted all entries. Yes I unistalled the 64bit from the control panel like you suggested and used the removal tool.
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by:Joe Winograd, Fellow&MVE
Are you installing 14.5 from the link in my article? Standard or Professional?
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Expert Comment

by:LMASTER
Yes
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Expert Comment

by:LMASTER
Standard
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Author Comment

by:Joe Winograd, Fellow&MVE
OK, when you install PP14.5 Standard, you should get PaperPort (which includes numerous components, but only one entry in Programs and Features for all of those components), PDF Viewer Plus (a separate entry in Programs and Features — but it will not be installed if you have PDF Converter Pro or Power PDF installed), and the PP Image Printer (also a separate entry in Programs and Features). If I'm understanding you right, PaperPort and PDF Viewer Plus are being installed, but not the PP Image Printer. This, of course, should not be happening, as the standard installer should install the PP Image Printer. Btw, are you getting an error message when it tries to install the PP Image Printer or is it simply not even trying to install it?

In any case, I don't know why the installer is not installing it, but one idea you may want to try is to install it manually. To do this, unpack the downloaded install file. In other words, do not run the EXE file (which is a self-extracting archive). Instead, use a zip utility, like WinZip, to extract all of the files. If you don't have a zip utility, 7-Zip is an excellent one (and it's free). After unzipping the EXE, you will see a folder called PPImgPrinter, with two subfolders — System32 and System64. Since your OS is 64-bit, go into the System64 folder and run the setup.exe file in there. That should install the 64-bit PP Image Printer. If you get any error codes/messages when you do this, please let me know what they are. If it seems to install correctly, look at the entry in Programs and Features — it should look like the screenshot I posted earlier. If it's there, it should work. Remember that the resulting file type is determined by the setting inside PaperPort, i.e., Desktop Options>Item — set it to either PDF Image or PDF Searchable Image. Regards, Joe
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Expert Comment

by:LMASTER
Thanks Joe
I does start the installer of the 64 bit image printer, it actualy shows up as a removable program in the control panel and I have to remove it to try to install it again. What I did wrong was to remove it when I removed Paperport, as I said before it was working ok the first time I installed it but later when paperport became incredibly slow I followed your steps to remove it, and also removed the printer (maybe if I had left it there it would still be working)
I have tried installing directly from unzipped folders, it goes 10% of the way in then flicers the scroll bar blanks out and the process stays without progress untill I restart or terminate it, then it shows up in the programs list but no printer is added to my devices & printers group. At this point I am hoping there is a registry edit that will permit the additin of the printer somehow.
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Expert Comment

by:LMASTER
screen shot of full install hang moment on a clean new userscreen shot of unzipped setup exe hangthey always show in the control panel
Here are some screen shots, the box looks diferent on direct vs full install, the flicker I mentioned is that it seems 3 wizard screens pop up but the 3rd one is the one that hangs, If I start a shut down and cancel it the final message that installatin was successful shows up but there is still no printer in devices and printers.
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by:Joe Winograd, Fellow&MVE
> What I did wrong was to remove it when I removed Paperport

That wasn't wrong. It's fine to uninstall all three items (PaperPort, PDF Viewer Plus, PP Image Printer).

> searched for nuance and paperport... deleted all entries.

This is worrisome. It's easy to make a mistake when performing mass deletions of entries in the registry.

Two more ideas:

(1) Run the PP14 Remover Tool again. Look in Programs and Features after it runs — are all three programs (PaperPort, PDF Viewer Plus, PP Image Printer) gone from the list of installed programs? If not, what's still there? If so, then run the PP14.5 Standard full installer. I know you've done this before, but I think it's worth another try, especially with the in-between step of making sure that all three programs no longer appear in Programs and Features.

(2) Go to a Restore Point from before you made the registry deletions. That should get you back to the point in time where the PP Image Printer was working, although you said, "things slowed down to a crawl." If you get back to that point, are things still at a crawl? If so, is it just PaperPort that's at a crawl or other programs, too?

Regards, Joe
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Expert Comment

by:LMASTER
Thanks Again Joe,
The restore trick brought back the printer and for now it seems to be working at normal speed. Thanks!
Some interesting issues remain with the Surface Pro 3 and Paperport, let me list them below...
1 Right click doesn't bring up the regular context menu, unless you first left click the item and then right click and drag 1/8th below the item. But if you use any choices in the context menu you can no longer select anything in the paperport desktop if you dont first click outside the program, also the right clicking leaves paperport unstable and slow, you can no longer edit an item unless you first restart paperport.
Workaround.... To get paperport to work on the Surface pro 3 you need to avoid right clicking and make all selections by using the top menu adding any commands there instead.

I talked to microsoft about this but they insist its paperport's fault, the funny thing is that if you use a mouse intead of the stylus it works normally.

I believe my useless attempts to use the right click are what eventually slowed down papeport (only) to a crawl, and by the way on the Surface pro 3 you can only install the printer driver once so be carefull never to remove it.
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by:Joe Winograd, Fellow&MVE
You're welcome. I'm glad to hear that the Restore worked. I believe that the other problems you're seeing may (and I emphasize may) be caused by Flexera's FlexNet Connect Common Software Manager, which PaperPort installs. My very strong recommendation — remove it! Download the uninstaller from here...
http://support.installshield.com/kb/files/Q112918/SoftwareManagerUninstall.exe

...and run it. Uninstalling this product solved some real mysteries I was having, including left and right mouse-click problems similar to what you've described. Regards, Joe
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Expert Comment

by:LMASTER
Did the remover of the flex net but no diference on the stylus right click, maybe someone will come up with a fix for that as more get the Surface pro 3
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Author Comment

by:Joe Winograd, Fellow&MVE
It could be as simple as replacing the AAAA battery in the pen. If that doesn't do the trick, I suggest a web search for "surface pro 3 right click not working" — will give you plenty of food for thought. Here's one interesting link from that search:
http://www.microsoft.com/surface/en-us/support/touch-mouse-and-search/troubleshoot-surface-pen

It's also possible that PaperPort is not handling the right-click correctly. I'll ask my technical support contact at Nuance if there are any reports of right-click in PP14.5 not working on the Surface Pro 3. If I learn anything, I'll post back here. Regards, Joe
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Expert Comment

by:LMASTER
Here is the funny part, the right click works on office, the browsers and file manager... it also works in paperport but not if I right click an item, and it leaves the paperport desktop unstable. To right click on the paperport desktop I have to right click 1/8 of an inch below the item.
To add insult to the weirdness, if I plug a regular usb mouse or use the track pad on the keyboard, you can right click paperport items without problems. I took the Surface to a Microsoft Store and they tried several other Stylus pens with the same results, but since the problem only occurs with paperport they blame Nuance.
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by:Joe Winograd, Fellow&MVE
> if I plug a regular usb mouse or use the track pad on the keyboard, you can right click paperport items without problems.

I was going to suggest that as a troubleshooting step — I'm glad you thought of it first. Certainly indicates that PaperPort is handling the Pen right-click differently from the Mouse right-click. That doesn't indicate any weirdness — it indicates a possible bug in PaperPort, because the system sends both Pen events and Mouse messages to an app. So an app is responsible for distinguishing between Pen and Mouse input by making a function call (GetMessageExtraInfo) that tells it whether the input is from a Pen or Mouse. The MSDN doc at the Windows Dev Center, System Events and Mouse Messages, provides the details. Based on the results of your experiment, it appears that PaperPort is handling a Mouse right-click fine, but not a Pen right-click. Seems that the Microsoft Store may be correct in its assessment. I'll report this to the Nuance folks and will let you know if I hear anything back. Regards, Joe
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Expert Comment

by:LMASTER
On windows Vista and Windows 7 there is no difference between mouse and pen, at least not as far as paperport is concerned.  The other App having a problem with Windows 8+ is Quickbooks, when you make a selection from a drop down box using the pen the drop box remains open until you click or hover outside the application (like over the Windows desktop) but if you use a regular mouse there is no such problem.
I was looking at the paperport desktop and the effects of a right click on the pen (when you drag a bit outside the paperport item and get the context menu to appear) You can no longer make a selection on the desktop unless you hover the cursor over the Windows desktop, and when you do this two circular ripples appear on the paperport desktop at the location where you tried to select an item (the ripples are 1/4 inch from each other) after the ripples appear and go away you can select an item from the desktop, but paperport is now unstable and at least 60% slower until you restart the program.
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Author Comment

by:Joe Winograd, Fellow&MVE
Fascinating stuff! I'll pass it along to Nuance. Thanks for the feedback. Regards, Joe
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Expert Comment

by:LMASTER
Is there a way to send a video? The guys at Nuance asked m to make one and I sent it to them but I would like you to see them
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Author Comment

by:Joe Winograd, Fellow&MVE
What are the file type and file size?
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Expert Comment

by:LMASTER
3 video MOV files one 4.36mb, the other 5.05mb and the third 1.60mb
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Author Comment

by:Joe Winograd, Fellow&MVE
The file size limit for attached files is 50MB, so we're good there, but MOV is not on the list of allowed extensions. I will put in a request to add MOV to the list of allowed extensions, but in the meantime, I've been told by EE Admins that it's permitted to change the file extension to an allowed type. So, change the three MOV files to have an extension of FLV (also a video file, but FLV is on the list of allowed extensions, so the upload will work). After downloading them, I'll change the extension from FLV to MOV. If you've never attached a file to a post before, just click the Attach File link under the Post a Comment box:

Post a Comment - Attach File
Regards, Joe
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Expert Comment

by:LMASTER
Videos 1 and 2 show how the paperport desktop becomes unstable after a right click with the surface pro 3 stylus, it also shows how you can't right click an item and have to right click below the item
Video 3 shows how paperport is ok after restart as long as you avoid right clicking
C--Users-lmast-000-Documents-nuance-vide
C--Users-lmast-000-Documents-nuance-vide
C--Users-lmast-000-Documents-nuance-vide
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Author Comment

by:Joe Winograd, Fellow&MVE
I downloaded the three videos and made their file extension MOV — all three played fine with VLC. Thanks for taking the time to create them. I'll send them along to Nuance and will let you know when I hear back. Regards, Joe
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by:Joe Winograd, Fellow&MVE
Here are some comments from the Nuance folks (I distilled and paraphrased them):

(1) PP14.5 is not a Pen-aware app. This means that a right-click from a Pen should behave the same as a right-click from a Mouse, since PP doesn't even attempt to distinguish the difference — it simply runs its right-click logic. This also means that since a Mouse right-click works fine, the problem is likely that the Pen is not sending a proper right-click.

(2) Up to and including the Surface Pro 2, Microsoft used a Wacom touch sensor. In the Surface Pro 3, they changed to an N-trig touch sensor. There are some discussions on the web indicating that the implementation inside the Surface Pro 3 does not include Wintab support out-of-the-box and, therefore, doesn’t work with many older applications (Wintab is an API for pens before Windows added native support, so that Windows programs could use pens back then).

(3) Even though PP has no direct support for pens (i.e., is not programmed directly for Wintab API calls), given that it is an older application, PP could be suffering from lack of Wintab support for the N-trig sensor (could also be the case for QuickBooks). So one idea is to download the Wintab driver from the N-trig site:

http://www.n-trig.com/downloads-drivers/

Be sure to select Microsoft>Surface Pro 3>Windows 8.1 64-bit:

N-trig Wintab
Nuance asked me to mention that this suggestion is based on a theoretical analysis and has not been tested. So my advice is to make sure you have a restore point to go back to, just in case the new driver doesn't work well. Looking forward to hearing your results. I wish I could try it, too, but a Surface Pro 3 is not in my technology repertoire. Regards, Joe
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Expert Comment

by:LMASTER
No diference, I tried Wintab earlier, but uninstalled and reinstalled just in case an update was out there...
Well you would asume a graphical program like paperport would be compatible with the Stylus. Not sure if this issue is Microsoft or Nuance's fault, but one thing is certain, Paperport 14.5 is not compatible with Windows 8.1 Please ket me know if a fix comes up.
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by:Joe Winograd, Fellow&MVE
> No difference, I tried Wintab earlier, but uninstalled and reinstalled just in case an update was out there

Are you saying that you tried V1.0.0.17 (18-Sep-2014) that I posted above?

> Well you would assume a graphical program like paperport would be compatible with the Stylus

To be clear, it is compatible with a pen/stylus, to the extent that the pen/stylus sends mouse-compatible events, such as left-click and right-click. However, like many programs that have been around for a long time (prior to the existence of pens), it has not yet been updated for direct support of pen-specific events. I suspect that this is on the PaperPort roadmap, but I don't know that for a fact.

> Not sure if this issue is Microsoft or Nuance's fault, but one thing is certain, Paperport 14.5 is not compatible with Windows 8.1

Once again, to be clear, PP14.5 works fine with W8.1, as you've proven yourself by using a mouse. The culprit seems to be the pen/stylus implementation on the Surface Pro 3, so it appears to me that the problem lies with Microsoft (its hardware and/or software). This is bolstered by the fact that your legacy (non-Nuance) QuickBooks app is also having problems with the pen on the Surface Pro 3. I suspect other legacy apps will also have problems on it.

> Please let me know if a fix comes up.

I'll let you know if Nuance releases anything, but I suggest that you keep an eye out for Microsoft and N-trig updates.

Regards, Joe
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Expert Comment

by:LMASTER
Windows 8.1 is all about touch and the pen on their Flagship (surface pro 3) if anyone buys this equipment and installs paperport 14.5 thinking they are compatible they are in for a surprise if the try to right click and item and the resulting instability will keep support sites busy with reinstallations that go nowhere.
My advice to Nuance is to at least disable the right click context menu for now and maybe enhance the Quick Access toolbar with larger icons and description tool tips to make it easier to tell one from the other. Yes I agree Microsoft pulled a fast one with the pen change, and I guess they can get away with it, but if Nuance wants to sell more paperport they need to keep up.
I run an industry specific Software Company that services the automobile industry with the program they need to type their contracts and documents called leasemaster.com we have recommended the paperport desktop to over 800 clients as a way to store scanned documents as well as the new paperless sign on the screen type documents. We where shocked by the conversion from the old max files to pdf, but adapted to the change. We are exited about the new Surface pro 3 because of the ability to finger in choices and then use the pen to sign on the screen itself. But if we should continue to recommend paperport is up to Nuance.
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by:Joe Winograd, Fellow&MVE
> Windows 8.1 is all about touch and the pen on their Flagship (surface pro 3)

I don't have data on this, but I can say anecdotally that my clients do not have any Surface Pro 3 tablets, or even any touchscreen W8.1 computers. This is also true of my own computers, which number more than a dozen.

Based on web research, it seems that Microsoft sold only one million Surface Pro 3 tablets in Q4, whereas something like 80 million PCs were sold in Q4, along with approximately 200 million Android devices and around 100 million iOS devices. So if you're a software developer, where do you expend your limited dev resources?

For example, my standard production environment (where I run PaperPort every day) contains three 27", 1920x1200 LCD monitors, with a full-size keyboard, as well as a mouse with a wheel. I'd like to see Nuance spend their limited dev resources on improving PaperPort in that type of environment rather than worrying about a system with a 12" screen and a pen. You have the opposite view. In an ideal world, with unlimited resources, Nuance could do it all. But it's not an ideal world — it's a real world where decisions and tradeoffs have to be made.

> enhance the Quick Access toolbar with larger icons and description tool tips

First, description tool tips are already there. I don't know how one hovers with a pen, but if you hover over the QAT icons with a mouse, you'll get a tool tip. Here's an example of hovering over the Folder Manager icon on the QAT:

hovering over a QAT icon
Second, I, too, would like to see larger QAT icons, even on my 27" displays! :)  I submitted this enhancement request to Nuance in 2012:
One of the features that makes the ribbon interface more palatable is the Quick Access Toolbar (QAT). Problem is, the icons on the QAT are very tiny. My suggestion is, ideally, to offer the user a choice of QAT icon sizes (perhaps small, medium, large, extra large) or, short of that, at least to make the icons larger than they are now (I'd say double the size both horizontally and vertically).
> but if Nuance wants to sell more paperport they need to keep up

But there's a much larger market for PaperPort on other devices than on the Surface Pro 3 (or even other W8.1 touchscreen devices).

> I run an industry specific Software Company that services the automobile industry with the program they need to type their contracts and documents called leasemaster.com

Did you enhance all of your software with calls to the pen/touch APIs?

> we have recommended the paperport desktop to over 800 clients as a way to store scanned documents

Of those 800, how many are using PP on conventional computers (desktops or laptops)? How many on pen/touch devices?

> We were shocked by the conversion from the old max files to pdf, but adapted to the change.

That's a great example of where Nuance (at the time, ScanSoft) decided to spend its limited resources — on the move to PDF, which required a large dev effort. They concluded that PDF had become ubiquitous and it was time to retire their proprietary MAX format.

> We are excited about the new Surface pro 3 because of the ability to finger in choices and then use the pen to sign on the screen itself.

I wonder how many other folks are as excited as you are about it, especially in the Windows world. I suspect there may be more excitement about that in the Android and iOS worlds than in the Windows world.

> But if we should continue to recommend paperport is up to Nuance.

I don't know what's on the PaperPort roadmap, but it will be interesting to see how they move forward. Your call, of course, on whether or not you continue to recommend PaperPort — if not, what will you recommend? Regards, Joe
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Expert Comment

by:LMASTER
I don't have data on this, but I can say anecdotally that my clients do not have any Surface Pro 3 tablets... that may change sooner than you think
it's a real world where decisions and tradeoffs have to be made.That is where we are, the real world where documents get signed and money transfered, the signing of documents on the screen also saves trees
Here's an example of hovering over the Folder Manager icon on the QAT: Thanks found it in the general options tab
But there's a much larger market for PaperPort on other devices than on the Surface Pro 3 (or even other W8.1 touchscreen devices).Servicing both markets is not impossible, it just takes a little effort
Did you enhance all of your software with calls to the pen/touch APIs?Yes
Of those 800, how many are using PP on conventional computers (desktops or laptops)? How many on pen/touch devices?Probably 50% but it's good to know they can go from one type to the other
That's a great example of where Nuance (at the time, ScanSoft) decided to spend its limited resources — on the move to PDF, which required a large dev effort. They concluded that PDF had become ubiquitous and it was time to retire their proprietary MAX format.Also a good example of how they could be wrong again by ignoring the pen
I wonder how many other folks are as excited as you are about it, especially in the Windows world. I suspect there may be more excitement about that in the Android and iOS worlds than in the Windows world.
In my humble opinion, we all live in the same world and trying to separate it causes most of the problems
if not, what will you recommend? One note, maybe, there are many options out there that can handle pdf's
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Author Comment

by:Joe Winograd, Fellow&MVE
> it just takes a little effort

It takes more than a little effort. Lots of users want lots of enhancements. Take a look at the results of the 2012 and 2013 Suggested Improvements project at this PaperPort wiki:
https://sites.google.com/site/wikipaperport/suggested-improvements

The two reports total 19 pages of Suggested Improvements for Nuance to consider (btw, not a single mention of pen/tablet support). As Against The Wind asks, "What to leave in, what to leave out"?

> Also a good example of how they could be wrong again by ignoring the pen

Maybe, but I'd venture to say that embracing PDF as a format for scanned documents was a much safer bet than Windows tablets with a pen.

> In my humble opinion, we all live in the same world and trying to separate it causes most of the problems

It comes down to resources, even for the largest of companies.

> One note, maybe, there are many options out there that can handle pdf's

Yes, there are tons of options out there for handling PDFs. Even Nuance has several products, including its excellent OmniPage product and its new Power PDF product, which comes in both Standard and Advanced editions. The Advanced edition has features like Bates Stamping/Numbering, conversion of PDF image-only files to PDF Searchable Image files via a Watched Folder, conversion of PDF and TIFF files via a Command Line Interface, etc.

Of course, there are many other software companies with excellent PDF products, such as ABBYY, Adobe, Foxit, Nitro, Tracker, and lots more. But when you pick some other product besides PaperPort, I suspect you'll find shortcomings, too. Regards, Joe
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Expert Comment

by:LMASTER
I have no time for this back and forth, I joined Experts Exchange to get help, I found the problem and Nuance refuses to fix it, you sent me on a Wild Goose Chase with uninstalls and re-installs that never worked, and your last entries sound defensive of Nuance's blunders as if you acualy work for them.
I'm not going to say Microsoft is not at fault for making changes to their pen interface but I do see fault in Nuance's inhability to keep up with operating systems it claims to be compatible with.
Thank you!
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Author Comment

by:Joe Winograd, Fellow&MVE
> I joined Experts Exchange to get help

And I've tried my very best to help you.

> I found the problem and Nuance refuses to fix it

I doubt that it's Nuance's problem to fix.

> you sent me on a Wild Goose Chase with uninstalls and re-installs that never worked

I call it troubleshooting and trying to help, not "a Wild Goose Chase". I'm sorry you feel that way.

> your last entries sound defensive of Nuance's blunders as if you actually work for them

I do not work for Nuance and never have. I have no affiliation with the company and no financial interest in it whatsoever — don't even own a single share of stock. I am simply a happy user/customer.

> but I do see fault in Nuance's inability to keep up with operating systems it claims to be compatible with.

I see it differently. It's compatible with W8.1. It's compatible with proper mouse messages. But it does not have specific support for pen events.

> Thank you!

You're welcome. I was happy to try to help you. Regards, Joe
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Expert Comment

by:real estate tchung
Dear Joe,

i had already installed the PP14.5 Professional followed the instruction.
PP14.5-Nuance-Cloud-Connector-option.jpgafter that i had been waiting for the installation of all these microsoft visual C++ to be done.
microsoft-visual-c---installed.jpgthen now it shows this as followed for the serial number, what should i do with this?
License.jpgyour assistance is much appreciated, hope to hear from you very soon.
Thank you, Regards, tchung
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi tchung,
You should enter your PaperPort 14.0 (or 14.1 or 14.2) serial number. The upgrade to PP14.5 is free of charge for any prior point release of PP14, but you do need to enter your serial number from that prior release.
Regards, Joe
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Expert Comment

by:real estate tchung
Dear Joe,

Thanks for your advice, actually i just bought this new pc. so yeah, ok now i had already installed successfully and also follow your instruction by uninstall the paparport image printer 64-bit. now how do i connect my paperport to the scanner? my scanner is a gestetner c2030 connected through IP address by the way.

Regards, tchung
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by:Joe Winograd, Fellow&MVE
> now how do i connect my paperport to the scanner? my scanner is a gestetner c2030 connected through IP address by the way.

PP14 supports scanners via ISIS, TWAIN, and WIA drivers. I've never had a Gestetner MP C2030, but based on some quick web research, it appears to have TWAIN drivers. So all you need to do is install the Gestetner MP C2030 TWAIN driver on your new PC, being careful to select the right driver for your new PC's version of Windows (including bit level — 32 or 64). I prefer to download the latest drivers from the websites of scanner manufacturers.

PP14 automatically detects the existence of scanning drivers. Click the Desktop menu and then the Scan Settings button on the ribbon, which will display the Scan or Get Photo pane. Then click the Select... button and PP14 will display a Select Scanner dialog with all of the scanning drivers that it finds on the system. Mine looks like this:

PP14 Select Scanner
You should see your Gestetner MP C2030 TWAIN driver in there. Select it, click the Setup... button, and run through the Scanner Setup Wizard. That should do it — your scanner should now work in PP14.5. Btw, I prefer static IP addresses for all of my networked scanners, but, of course, a DHCP-assigned IP address is fine, too. PaperPort doesn't care — it simply works through the scanning driver — a static vs. dynamic IP address is a driver installation issue. Regards, Joe
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Expert Comment

by:real estate tchung
Hi Joe, i tried.

Select-Scanner.jpg
Nuance-Scanner-Setup.jpg
Nuance-Scanner-Setup-no-found.jpg
no-response.jpg
i did downloaded the TWAIN and followed your instructions, i can print but can't scan, i just don't know why it doesn't detect that scanner and end up no response from the scaner.
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi tchung,

Four things:

(1) The error dialog is coming from the RICOH Scanner Driver. I suspect than any other TWAIN compatible software will produce the same dialog when scanning — you may want to try the free IrfanView software to find out.

(2) Instead of Safe Mode, tick Custom Mode, and leave Perform Tests ticked. With those settings, PaperPort will determine the capabilities of the scanner by running tests in the Wizard. Follow all of the prompts from the Wizard until it completes. When the scanner is set up, un-tick the Display scanner dialog box and Show Capture Assistant box in the Scan or Get Photo pane:

Scan or Get Photo checkboxes
Try scanning now and let me know what happens.

(3) In your third screenshot, "technical details and important notes" seems to be a link about STI. What does it show when you click on it? If it's a web address, let me know what it is. If it shows you some help in PaperPort, please post a screenshot of it.

(4) What is the IP address of the C2030?

Regards, Joe
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Expert Comment

by:real estate tchung
Hi Joe, thanks for your reply,

Nuance-Scanner-Setup.jpg
Nuance-Scanner-Setup-no-found.jpg
Technical-details-and-important-notes.jp
Available-STI-Devices.jpg
Scan-or-Get-Photo.jpg
this are all the screenshots, the IP address 192.168.100.250 are shown below

Printer-IP-Address.jpg
TWAIN-IP.jpg
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Expert Comment

by:real estate tchung
i also did tried the IrfanView
Irfanview-no-response.jpg
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi tchung,

As I expected, IrfanView also cannot perform a scan, so PaperPort is not the problem — it has something to do with your scanner or its TWAIN driver or its network connection or something in Windows. Two ideas:

(1) Make sure that the correct IP address (192.168.100.250) is in the Network Setting tab of your scanner's Properties. The way to check this is in the Scanners and Cameras applet. If you don't see that in Control Panel, this EE article explains how to access it:
Scanners and Cameras Applet in Windows 7 and Windows 8

When you're in Scanners and Cameras, click your scanner, then the Properties button, then the Network Setting tab, and you should see this:

Scanners and Cameras IP Address
Make sure that the IP address is correct — if not, enter it there, click OK, and see if that fixes it.

(2) Windows Firewall (or whatever firewall you're using) could be blocking the scanner. Do these steps (for Windows Firewall — the steps will be different if you're using another firewall):

Control Panel
Windows Firewall
Allow a program or feature through Windows Firewall

Make sure your scanner has the Home/Work box ticked. Mine looks like this:

scanner allowed through firewall
Regards, Joe
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Expert Comment

by:Jerry Richardson
Hi Joe,
I installed 14.5 with no problems but Nuance will not verify my old registration number for version 12. Did I miss something?
Thanks, Jerry
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Jerry,
First, welcome to Experts Exchange! Thanks for joining today and reading my article. Now, to your issue.

A PP12 license is not valid for PP14. You must purchase a license for PP14. Once you have a PP14 license, you may use its serial number to upgrade to PP14.5 at no charge, and then you may install Patch 1 at no charge. But using your PP12 serial number for a PP14 installation will not work.

My suggestion is to purchase PP14 at Amazon — it is inexpensive these days. The Standard Edition is $22:
https://www.amazon.com/Nuance-Communications-Inc-6809A-G00-140-Paperport/dp/B005CELKLM

The Professional Edition is $37:
https://www.amazon.com/Nuance-Communications-Inc-F309A-G00-140-Professional/dp/B005CELL1G

Both of those are for 14.0, but then use the instructions in this article to upgrade for free to 14.5. Actually, since you already installed 14.5, you may be able simply to use the serial number from the 14.0 purchase to register the installed 14.5. In either case, install Patch 1 after that, as described in this other EE article:
How to install the Patch 1 update for PaperPort 14.5

I also recommend installing the PP14 Scanner Connection Tool, as described in yet another EE article:
PaperPort 14 Scanner Connection Tool - Fix Scanning Problems in PaperPort 14

Regards, Joe
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Expert Comment

by:jim sorensen
Re ppport :  Did everything on your list and my pp 14.5 still takes a long time to load.  Also scans to PP are no longer in PDF.  I recall that in my previous version I could select the file type.  I can convert to pdf on desktop.
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Jim,
First, thanks for joining Experts Exchange today and reading my article — welcome aboard! I'll try to address all of your issues.

> Did everything on your list

To make sure nothing was missed, please confirm that you installed Patch 1 and the Scanner Connection Tool, as discussed in these EE articles:
How to install the Patch 1 update for PaperPort 14.5
PaperPort 14 Scanner Connection Tool - Fix Scanning Problems in PaperPort 14

> my pp 14.5 still takes a long time to load

Sometimes that's because of corrupt metadata. I suggest trying the ideas in this EE 5-minute video Micro Tutorial:
What to do when PaperPort crashes, hangs, or fails to start

> scans to PP are no longer in PDF. I recall that in my previous version I could select the file type.

You can still do that in PP14.5. Click the Desktop menu, then the Scan Settings button on the ribbon. That brings up the Scan or Get Photo pane. Now select a profile, click the Settings button, then the Output tab, and you'll have the File type drop-down:

scanning profile file type choices
As you can see, there are numerous selections for various PDF file types. Regards, Joe
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Expert Comment

by:npercival
solved the slow launching issue.  PP does not like custom scaling.  Just set it to 125 percent and PP opens quickly.  Found suggestion on Google.
My PDF issue was solved by changing the file type on my scanner which is in my HP all in one 8600.

down to slow launching of Fax from HP when I drag a doc to the send to bar.

JIm
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Author Comment

by:Joe Winograd, Fellow&MVE
> solved the slow launching issue

Good to know that solved it in your case, and it may certainly work for some other folks, but keep in mind that there are many reasons for it, and a solution in one case may not work in another case (the classic "YMMV" principle).

> PP does not like custom scaling. Just set it to 125 percent and PP opens quickly.

Do you mean the scaling in Windows, i.e., Control Panel>Display, where the choices are Smaller (100%), Medium (125%), Larger (150%)? Or do you mean the Custom Resolution feature in PP's Options>PDF Rendering Resolution? Or do you mean something else?

> My PDF issue was solved by changing the file type on my scanner which is in my HP all in one 8600.

I take that to mean you use the native TWAIN scanner dialog of the 8600, i.e., you ticked the "Display scanner dialog box" in PP's Scan or Get Photo pane. That brings up the scanner's TWAIN dialog where you can set the output file type (e.g., PDF) along with other options. I'm glad that works for you, but I much prefer to set all of the scanning options in PP's scanning profiles so that I get one-click scanning. I have the "Display scanner dialog box" un-ticked, so I don't have to change the file type (or any other options) in the scanner's native dialog. A single click on the Scan button in PP results in scanning with all of the presets in the profile, such as file type (e.g., PDF Searchable Image), resolution (e.g., 300), mode (e.g., B&W), source (e.g., duplex ADF), etc.

> slow launching of Fax from HP when I drag a doc to the send to bar

Probably an HP Fax issue, as the PP14 Send to Bar launches apps quickly (at least, that's been my experience, for both standard apps and custom apps). Regards, Joe
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Expert Comment

by:SD Brown
I bought the retail version of PP Pro 14, updated it to 14.5 and patched it and everything was fine.  Then got a new printer but rather than waiting till I installed it, my kids did it.  I didn't realize that the printer software disk included Paperport SE version and it looks like they uninstalled the PP Pro and replaced it with the SE version.  
I have the product S/N from the original purchase and I had burnt a copy to disk when I downloaded it.  What is the best way to get rid of PP SE completely and reinstall PP Pro 14.5 w/patch?   Uninstall SE & run the remover first then install 14, up it to 14.5 then patch or ?

Any guidance?
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi SD,
Thanks for joining Experts Exchange yesterday and reading my article — Welcome Aboard!

Yes, Brother bundles PaperPort with their devices, but it is always the SE version and often a release behind the current retail product.

You should not need to do anything out of the ordinary to uninstall PaperPort SE. Make sure that PaperPort is not running, then go into Control Panel>Programs and Features. The SE versions are customized, so I don't know exactly what programs you'll have in there, but look for these:

Nuance PaperPort 14 (or it could be Nuance PaperPort 12 or even ScanSoft PaperPort 11, depending on how old it is)
Nuance PDF Viewer Plus
Nuance (or ScanSoft) PDF Create
PaperPort Image Printer or PaperPort Image Printer 64-bit

If you have no other Nuance/ScanSoft software except PaperPort, then the simpler instruction is to uninstall all programs with Nuance or ScanSoft or PaperPort in the name.

After doing all the uninstalls, reinstall PaperPort Pro 14.5 as described in this article, using your PP14 S/N. Then install Patch 1, as explained in another one of my EE articles:
How to install the Patch 1 update for PaperPort 14.5

This should all go smoothly, but if you run into any problems, let me know. Regards, Joe
1

Expert Comment

by:SD Brown
Hey Joe -

Thanks for responding!  I got SE removed and 14.5 re-installed and patched & everything was fine until I tried to print docs I needed for a meeting and had no connectivity with the printer.   Ended up emailing the docs to the laptop so I could print what I needed.  Then I tried to scan & fax the signed docs to no avail, but haven't got that part re-set up yet.  [Sigh] Getting one thing to work the way I want it to work means four other things don't work at all.  I didn't consider anything other than changing up the programs.  My bad.  Guess I know what I'm doing this weekend?

As an accountant, I thought PC's were the coolest thing EVER, now they are the bane of my existence.  Every technological "improvement" has me wishing to go back to columnar pads and adding machines, well, maybe not.  I am; however, eternally grateful to technology experts like you, willing to share your knowledge with the rest of us mortals.      

Seriously tho, thanks so much for pointing me in the right direction.
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi SD,
I'm glad to hear that you were able to uninstall SE and reinstall 14.5/Patch1. Sorry to hear about the lack of connectivity with the device, but that's almost surely not a PaperPort issue...very likely a driver issue. I suggest downloading the latest software for your Brother device from their website, making sure that you select the right device and the right file for your version of Windows, including bit level. Download the "Full Driver & Software Package", which contains just Brother software, not PaperPort. The options may be slightly different for your particular device, but here's what it looks like for one of mine:

Brother MFC full package install options
As you can see, I install only the printer and scanner drivers, but you can select anything that you want from that list...none of it will negatively affect PaperPort.

Come on...there's no way you'd ever go back to columnar pads and adding machines, as tempting as that may seem at times. :)

You're very welcome...glad to (try to) help. Let me know how things go during your bound-to-be-happy weekend. Regards, Joe
1

Expert Comment

by:Robert Hanson
Dude, you saved my life. I had almost given up getting Paperport back up and running on Windows 10. Your procedure and tools worked!!

Thank you so much.
1
LVL 62

Author Comment

by:Joe Winograd, Fellow&MVE
You're very welcome, Robert, and my thanks back to you for joining Experts Exchange today, reading my article, and providing such great feedback. I'm glad to hear that you now have PaperPort running in W10 . If you take a moment to endorse the article by clicking the thumbs-up icon at the end of the article (not the one underneath this comment), I'll appreciate it. Regards, Joe
0

Expert Comment

by:bruce faust
Paper Port 14.5 does not recognize my Paper port 14 Serial number.  What do I do now?
0

Expert Comment

by:bruce faust
When I put Paper Port 14 on my old W7 machine it automatically changed it to 14.5.  The Serial number I have is from this 14.5.  I am now trying to install Paper Port on my new W10 machine.  It does not recognize  the S/N I got from the W7 computer (that is now 14.5 not 14) when I try to install the version 14.5 upgrade given here.
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Bruce,
Thank you for joining Experts Exchange today and reading my article — welcome aboard! To your questions:

(1) "PaperPort 14.5 does not recognize PaperPort 14 serial number": That may mean that your PP14 is a bundled version, perhaps one that was included with a scanner or all-in-one device. If it is a retail version of PP14, then PP14.5 should honor the serial number — I've never seen that fail.

(2) "When I put PaperPort 14 on my old W7 machine it automatically changed it to 14.5": I'm probably not understanding you right, as that cannot happen (if my interpretation is correct). The only way that PP14 can "change" to PP14.5 is to install PP14.5. An "automatic change" from PP14 to PP14.5 cannot occur.

(3) "It does not recognize the S/N I got from the W7 computer (that is now 14.5 not 14) when I try to install the version 14.5 upgrade given here": Perhaps you downloaded the wrong edition, i.e., Standard instead of Professional or vice versa. What are the Version and BUILDID of PaperPort on your W7 computer? You'll find them in Help>About.

Regards, Joe
0

Expert Comment

by:bruce faust
You are right it was supposed to be professional.  Now I have a too many activations problem.  I hope Nuance will give me more even tho PP came with a scanner.  Thanks for the help.
0
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Bruce,

> You are right it was supposed to be professional.

OK, that clears up one mystery.

> Now I have a too many activations problem.

That should not be a problem. Ask Nuance to reset your activation count. I have been told this by Nuance's Tier 3 Technical Support
Nuance in general is very lenient on activations and will in almost all cases increase activation limits unless there is clear indication of piracy.
Note that only Technical Support (not Customer Support) can increase activations.

> I hope Nuance will give me more even tho PP came with a scanner.

They're not trying to cause grief for legitimate users...they're simply trying to stop software piracy. I know that they grant more activations when it is a retail copy, but I don't know what they do when it is a bundled copy, such as one that came with a scanner. You should try two avenues: Nuance Technical Support and the scanner manufacturer's support. If neither of those pans out, let me know and I'll reach out to my Nuance Tier 3 Technical Support contacts, but no guarantees on that front...I have no affiliation with Nuance...I am simply a happy user/customer. Regards, Joe
0

Expert Comment

by:bruce faust
Joe Thanks for the help.  Nuance refers me back to Visoneer (the bundle company) who says they can't help me on this.  I am not going to pursue it further.   Paperport does not really improve my workflow since I still have the other apps in the bundle that do what I really need.  I think we can score this as an almost.  Again I appreciate your effort.  BTW I found something my PP14, a check box that said it would update PaperPort as new versions become available.
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Author Comment

by:Joe Winograd, Fellow&MVE
> Nuance refers me back to Visoneer

You're welcome, Bruce. Sorry to hear that you ran into the Nuance-Visioneer OEM roadblock...I was afraid of that. I can understand not wanting to pursue it further.

> I found something my PP14, a check box that said it would update PaperPort as new versions become available.

That's probably what Nuance calls the Common Software Manager (which is Flexera's FlexNet Connect product). Sometimes it works, sometimes it doesn't (as discussed in my PaperPort Patch1 article). More often than not, its "updates" are actually advertisements suggesting that you purchase more Nuance software. I always uninstall it whenever it comes onto my system (as discussed in my PaperPort 14.5 upgrade article). Regards, Joe
0

Expert Comment

by:Jim Benson
Microsoft updated Windows Defender file on 7/4/18. After this PaperPort will not load. I displays the "splash" screen then disappears. I have backup software that "images" the disk and, luckley, I had just made a backup. After installing the old image PP loaded just fine. Except that a short time later MS reloaded their Defender file and PP would not load. At this point PP is useless.

I have PP 14.5 although can't remember if the patch you refer to is loaded. I had trouble with the scanner feature but your instructions solved that but have no idea how to solve this.

T hanks for your help.
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Jim,
First, welcome to Experts Exchange! Thanks for joining today and reading my article. I'm confident that you've run into a PaperPort problem that has reached epidemic proportions. The solution is in another one of my Experts Exchange articles:

What to do when PaperPort crashes, hangs, or fails to start - with a popular fix for Mozilla Firefox users

Start with the last issue in that article — the BrowserSelected/Mozilla Firefox one. That's almost surely your problem. If not, try the other ideas in that article. If none of those fixes it, you may have corrupt metadata. The solution to that is in my EE 5-minute video Micro Tutorial about CheckPPFolders:

What to do when PaperPort crashes, hangs, or fails to start

If that doesn't fix it, try the Tips in this other EE article (if you're on W10):

PaperPort 14 in Windows 10 - A First Look

Since you're not sure about having Patch 1, read this other EE article:

How to install the Patch 1 update for PaperPort 14.5

It's important to note that PP14.5/Patch1 is the only W10-compliant version of PaperPort.

It sounds as if you've already solved your scanning problem with my PaperPort 14 Scanner Connection Tool article.

All of that said, I'm nearly certain that the BrowserSelected/Mozilla Firefox fix will get your PP14 running again. Regards, Joe
0

Expert Comment

by:Candice Buchanan
I kept getting an error so I uninstalled PaperPort 14. Now when I try to install 14.5 it won't accept my serial number from PaperPort 14. Please help.
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Candice,

Thanks for joining Experts Exchange today and reading my article — Welcome Aboard!

Some questions to begin the troubleshooting process:

(1) Was your copy of PaperPort 14 included with a scanner (or all-in-one device)?

(2) If the answer to (1) is yes, does the edition say PaperPort SE? I realize that you can't run PaperPort now to see the edition, but I'm hoping that you remember. If not, don't worry about it.

(3) If the answer to (1) is yes, who is the manufacturer and what is the model number?

(4) If the answer to (1) is no, is your PP14 the Standard or Professional edition?

(5) Do you have the original PP installation media, presumably either a download or CD/DVD?

(6) What is your version of Windows, including bit level?

Answers to those questions will get us started. Regards, Joe
0

Expert Comment

by:Candice Buchanan
Hi Joe,

Thanks very much!

1) No. I bought the software stand-alone and have the CD with original stickers giving serial numbers.
4) The CD does not specify. I thought it was professional, but since it does not say so, I tried both the standard and pro installations. Neither worked.
5) Yes I have the original CD and packet.
6) Windows 10, 64-bit

Thank you,
Candice
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Candice,
Sounds as if you have the Standard edition, which says just PaperPort 14, whereas the Pro edition says PaperPort Professional 14. To be sure, look at the contents of the CD. You'll have folders called PaperPort and PDFViewer, among others. Is there a PDFCreate folder? If yes, you have Pro; if no, you have Std. Let me know. Regards, Joe
0

Expert Comment

by:Candice Buchanan
Thank you. No PDFCreate.
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Author Comment

by:Joe Winograd, Fellow&MVE
OK, then you have the Standard edition for sure. I've never seen the 14.5 installer not accept a 14.0 SN, so please try again with the Standard version installer:
http://supportcontent.nuance.com/paperport/14/PaperPort%2014.5%20Standard.exe

Let me know exactly what happens when you run that. Thanks, Joe
0

Expert Comment

by:Candice Buchanan
Thank you! I was able to complete the installation; however, I am having the same problem that caused me to look for the patch initially. I click the icon to open the program. It acts like it will open, but then it just disappears. Never actually opens. I had used my program on Windows 10 for months until today, when it started to do this.
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Candice,
Based on your description of the problem, I'm nearly certain that the fix for you is in another one of my Experts Exchange articles:

What to do when PaperPort crashes, hangs, or fails to start - popular fix for Mozilla Firefox users

Let me know if that does it for you. If not, we'll try some other stuff. Regards, Joe
0

Expert Comment

by:Candice Buchanan
Thank you! I'm finally able to open it! Much, much appreciation for the assist!
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Author Comment

by:Joe Winograd, Fellow&MVE
You're welcome, Candice, I'm very glad that you're now able to open PaperPort. If you take a moment to endorse this article by clicking the thumbs-up icon at the end of the article (not the one underneath this comment), I'll appreciate it. Will also be grateful if you endorse the other article, too, by clicking the thumbs-up icon there. Thanks, Joe

Update: Thanks for the endorsements, Candice — much appreciated!
0

Expert Comment

by:Jim Goodwin
It worked just fine. But first I had to enter the registry after attempting to open PP14.5 and just got the opening screen and then nothing. I had to change the default browser to "Internet Explorer." It wouldn't come up without that intervention.

Thank you so much. PP finally works well on WIN 10. :-))
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Jim,
You're very welcome, and my thanks to you for joining Experts Exchange today, reading my article, and letting me know that this worked fine for you. I'm really glad to hear that your PaperPort is now working well on W10. Regarding the registry fix, I explained that thoroughly in another EE article:

What to do when PaperPort crashes, hangs, or fails to start - popular fix for Mozilla Firefox users

I'll appreciate it if you take a moment to endorse this article by clicking the thumbs-up icon at the end of the article (not the one underneath this comment). Regards, Joe
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