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How to fix: PaperPort appears to be running Windows XP Compatibility Mode, see Technote 6629

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Editors:
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.
Nuance's PaperPort may display this error message:

PaperPort appears to be running Windows XP Compatibility Mode which may result in errors. We recommend disabling Compatibility Mode for the PaprPort.exe program, see Technote 6629.

This article provides a possible solution to the problem.

You are reading this article because you attempted to run Nuance's PaperPort program, but received the error dialog box shown above. This is the infamous Compatibility Mode problem, very well-known in PaperPort circles. To rub salt in the wound, when you try to find TechNote 6629, it isn't there, as Nuance took it down, although the similar TechNote 6330 remains:


http://nuance.custhelp.com/app/answers/detail/a_id/6330


More salt in the wound occurs when you try to go to the link in the dialog box:


http://www.nuance.com/imaging/support/


That results in a 404 - File or directory not found error message — "The resource you are looking for might have been removed, had its name changed, or is temporarily unavailable."

Turns out that even if you could find TechNote 6629, it is almost surely not the solution in this case, even though the error message referred you to it. The far more likely solution is the so-called "AppCompatFlags\Layers" registry hack, which is described in this Nuance Dragon NaturallySpeaking knowledge base entry, and which folks have using been using for PaperPort, too:

http://nuance.custhelp.com/app/answers/detail/a_id/6122/~/naturally-speaking-appears-to-be-running-windows-compatibility-mode-message


That article says to find the following registry keys:

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\CurrentVersion\AppCompatFlags\Layers

HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\AppCompatFlags\Layers

It then says to delete them, but that is a seriously flawed solution because it will delete entries that belong to programs other than PaperPort, likely causing problems. So, you want to delete only the entries in those keys that belong to PaperPort. This is described in the two most recent Nuance KB articles on the matter (Answer ID 17383 and 18359):


https://nuanceimaging.custhelp.com/app/answers/detail/a_id/17383
https://nuanceimaging.custhelp.com/app/answers/detail/a_id/18359


They add a third key to look for:


HKEY_LOCAL_MACHINE\Software\Wow6432Node\Microsoft\Windows NT\Current Version\AppCompatFlags\Layers


Also, they correctly point out that you should delete only the "value on the right with PaprPort.exe" in it — not the whole key! Here's an example of an entry in one of those keys for another program:



Deleting the entire Layers key would likely cause real grief for the spjr.exe program.


Warning: Modifying the registry requires great care and carries an element of risk. If you are not comfortable doing it, get the assistance of a person who is knowledgeable with it.


N.B.: If you search in the registry (or the file system) for the PaperPort program, note that the executable is PaprPort.exe, not PaperPort.exe — that is, no letter "e" in the file name portion. This is because PaperPort was first released back in the 8.3 file-naming stone age and hasn't been changed.


With some luck, the method presented in this article will solve your problem. Please let me know if it does (or doesn't) by providing a comment below.

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

4
20 Comments

Expert Comment

by:Marte Cooksey
Concur Joe, found the same alleged solution from a different source when a client had this issue but only deleted the key for PaperPort and it corrected the error. Good stuff!
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Marte,
Thanks for joining Experts Exchange today, reading my article, and endorsing it — much appreciated! Thanks, too, for the feedback that the solution worked for you — great to know! I'm glad to hear that you didn't make the mistake of deleting the entire key, and doubly glad to hear that deleting only the PaperPort entries did the trick. Welcome aboard to EE!
Regards, Joe
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Expert Comment

by:Jerry Chiplinski
Joe thank you for your input. I have gone over the I formation in your article and preformed the suggested steps. Unfortunately this did not change anything. Paperport is still giving the comparability error. The one thing that is different in my registry and do not know why is part of one key is missing \Layers

HKEY_LOCAL_MACHINE\Software\Wow6432Node\Microsoft\Windows NT\Current Version\AppCompatFlags

I did not remove this and do not know how to get it back.

I have been using paperport 14.5 for quite some time and the compatibility error suddenly appeared out of the blue.

Any help would be appreciated.

Thanks
Jerry
0
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Jerry,
We now have this same discussion going on in three different places...this article, my Patch1 article, and your question.

I suggest that we consolidate the three threads at your question:
https://www.experts-exchange.com/questions/29088421/Paporport-14-5-and-Windows-10.html

See you there! Regards, Joe
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Expert Comment

by:Walter Boomsma
It took me a while (not a true expert) to sort through and make sure I understood this... interestingly, I did not find all the keys listed, only one. Deleting that one did, however, fix the problem. Thank you!

It's also worthy of note that while the two knowledge base articles mention the keys, they do not say what to do with them!

Thanks for this solution... it worked for me!
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LVL 62

Author Comment

by:Joe Winograd, Fellow&MVE
You're welcome, Walter, and thanks back at you for joining Experts Exchange today, reading my article, and letting me know that the solution worked for you — I'm very glad to hear that! If you take a moment to click the thumbs-up icon at the bottom of the article, I'll be grateful. Welcome aboard to EE! Regards, Joe

Update: Walter, thanks for coming back and making the endorsement — much appreciated!
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Expert Comment

by:Walter Boomsma
Well... it's back. I do not have a clue what changed... the only thing I'm aware of is there were some updates to MS Office. But I can't find any one of the three keys that originally caused this. And of course this happened the day I'm on a deadline that requires scanning.
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Walter,
Three ideas for you:

(1) Since none of the three keys is there, I recommend doing an uninstall and reinstall, but to make sure that the uninstall is thorough, use the "official" PaperPort 14 Remover Tool, which is documented in my PaperPort 14.5 upgrade article, and may be downloaded (free) from here:
PP14 Remover Tool

(2) Since you're on a deadline that requires scanning, I suggest downloading and installing Nuance's Power PDF Advanced, which I discuss in this EE article:
Batch Conversion of PDF, TIFF, and Other Image Formats via Command Line Interface to PDF, PDF Searchable, and TIFF with Power PDF Advanced

There's a link at the top of that article for a free 30-day trial, also embedded in this sentence...just click on that link. That should get you scanning, including OCR to create searchable PDF files (it uses the same Nuance OmniPage OCR engine under the covers as PaperPort does).

(3) Download and install Foxit Reader (free):
https://www.foxitsoftware.com/pdf-reader/

In addition to being an excellent PDF viewer, it supports scanning to PDF with TWAIN and WIA compatible scanners, although the free version doesn't perform OCR. There is a free PDF product that does OCR, as I show in this 5-minute EE video Micro Tutorial:
How to OCR pages in a PDF with free software

Unfortunately, neither free version does both, i.e., Foxit Reader scans but does not OCR, while PDF-XChange Editor performs OCR but does not scan.
Regards, Joe
1

Expert Comment

by:Walter Boomsma
Thanks for the speedy reply... I found a printer utility that came with my AIO and is saving my bacon. I have Power PDF Standard, never thought to use that, probably because these Nuance programs seem to fairly consistently become problematic! As I recall, after removing the keys last time, I did have to do the uninstall and reinstall using the process you are suggesting. I appreciate the quick response, you get another thumb's up! It may be a few days before I can try the uninstall/reinstall... will let you know if that solves the problem.
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Author Comment

by:Joe Winograd, Fellow&MVE
You're very welcome, Walter. Glad to hear that your bundled AIO utility did the trick. Also glad to hear that you have Power PDF Standard...that will definitely do scanning and will also create PDF searchable files via the built-in OmniPage OCR engine. Great news that your deadline is not in jeopardy! Looking forward to hearing how the PaperPort uninstall/reinstall goes when you have the time for it. Regards, Joe
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Expert Comment

by:Walter Boomsma
Well... things are actually getting worse. This morning I uninstalled PaperPort 14.5 using the remover tool, then reinstalled it. PaperPort still doesn't work, I'm getting the compatibility error. (I did check the registry, the offending keys are still not present.)

Now, however, Power PDF won't scan. When I attempt to scan I get an error message "DLL not found." Since the program opens and appears to work otherwise, this would seem to be a scanner/printer error... but it only started since the uninstall/reinstall of Paper Port. (The scanner still works with the printer utility, but that doesn't give me the option of using the ADF, so I'm severely handicapped.

I'm tempted to try the Foxit Reader but I've invested a lot in Nuance programs... and also don't want to complicate things.
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Walter,

Re PaperPort, I'm out of ideas, but will do some research on it with my contacts at Nuance and will post back here if I learn anything that may be helpful.

Re Power PDF, I suggest trying a Repair first. You do that via Control Panel>Programs and Features, then select Power PDF and click the Repair option at the top. If that doesn't fix it, try an uninstall/reinstall. Both of those approaches should install all required DLLs.

A few questions for you: (1) What version of Windows, including bit level? (2) What AIO, both manufacturer and model? (3) Which scanner drivers? ISIS? TWAIN? WIA? WIA2? (4) What version of MS Office, including bit level? (5) What version of Power PDF Standard?

Regards, Joe
1

Expert Comment

by:Walter Boomsma
Joe...

I tried repairing then uninstalling, reinstalling Power PDF Standard. Still getting "DLL not found" when I attempt scanning.

To your other questions:
  • Windows 10 Home, Version1709, 64 bit
  • Brother MFC-J6710DW Printer (AIO) TWAIN_32
  • Power PDF Standard Version 2.1
  • Microsoft Office Version 1803 (Build 9126.2116) 32 bit

I've considered opening a ticket with Nuance--my last experience with that was less than stellar because they initially tried to blame everything on the scanner, then on Windows. They did ultimately recommend a "remote" session in real time during which it took them several hours to fix the problem. I'm willing (begrudgingly) to pay the $ and go that route because I'm losing so much time on this. I'm now at the point where none of my Nuance Software is functioning.
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Expert Comment

by:Andrew Leniart
@Walter
I tried repairing then uninstalling, reinstalling Power PDF Standard. Still getting "DLL not found" when I attempt scanning.

I don't mean to interject here, but I recently had this *exact* problem, albeit when trying to re-install a free PDF writing utility for a client of mine. Whenever he tried to create a PDF, same thing - "DLL not found". After much frustration (and a couple of uninstalls/re-installs) I tracked the problem down to a Windows registry corruption, whereby even uninstalling the app completely and reinstalling it didn't resolve the issue.

I ended up installing the PDF writer on one of my own VM's where it worked correctly, tracked and exported the registry entries from my working VM and imported them into my client's machine. All DLL related problems instantly dissapeared because I'd already verified of course that the necessary DLL's were where they were supposed to be. Your issue may be totally different, but I just thought I'd throw that in as a possible cause.

@Joe - I hope you don't mind me chiming in here, just thought it may be another scenario you may like to consider.

Regards, Andrew
1
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Author Comment

by:Joe Winograd, Fellow&MVE
Walter,
A few more thoughts:

(1) Since you're on W10, make sure you install Patch 1 after installing PP14.5, as PP14.5/Patch1 is the only W10-compliant version of PaperPort. Also, see if any of the Tips in my PaperPort 14 in Windows 10 - A First Look article are things that you haven't tried yet.

(2) Maybe there's a corruption in your user profile that is causing the grief to PaperPort and/or Power PDF. Try creating a new user profile.

(3) This is certainly not the DLL problem, but it would be a good idea to get the latest W10/64-bit drivers from the Brother site for your MFC-J6710DW.

(4) I sent an email to my contacts at Nuance with a link to this thread. They may not want to post publicly about it, but, with their permission, I'll share whatever they say here.

Regards, Joe

Edit: Hi Andrew,
I saw your post after hitting Submit on mine. I don't mind your chiming in here...indeed, I encourage it! Colloaboration with the many bright folks here at Experts Exchange often leads to a solution that eludes an individual. In this case, your idea is certainly a good one... thanks for chiming in! Regards, Joe
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Expert Comment

by:Christophe BRASSEUR
Thanks a lot, worked for me !
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Expert Comment

by:Walter Boomsma
I actually gave up and forgot to come back and update. Because of the tight spot I was in, I downloaded FoxIt (free version) and have been using it ever since! Admittedly it has fewer features (can only scan to pdf, must then convert to jpg), but it works consistently and efficiently! I try not to think of the money (and time) I've wasted with Nuance. I certainly appreciate the help here... some of it was a bit over my head but thanks!
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Walter,
Thanks for the update. The free version of Foxit is a great product. I recently did a five-minute EE video Micro Tutorial on its scan-to-PDF capability:
How to scan to a PDF file with free software

Another great product is the free version of PDF-XChange Editor, which has some features that the free version of Foxit does not have. I did three other five-minute EE video Micro Tutorials on three excellent features in the free version of PDF-XChange Editor:
How to rotate pages in a PDF with free software
How to OCR pages in a PDF with free software
How to password-protect a PDF with free software

By combining the features in both products, you get the capability to scan your paper and create searchable PDFs (aka PDF Searchable Image files), password-protected or not, with free software.

Regarding your comment about needing to convert from PDF to JPG, the free version of PDF-XChange Editor can do that, too, via File>Export>Export to Images(s):

PDF-XChange Editor Export Images
As you can see in the dialog, it has a very nice feature that converts each page of a multi-page PDF to separate images files, each one automatically named with a number to make the file names unique. It offers many image file formats besides JPG:

PDF-XChange Editor Export image file formats
I hope you find those videos helpful. In any case, thanks for coming back and sharing your update. Regards, Joe
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Christophe,
You're very welcome...and thanks to you for joining Experts Exchange today, reading my article, and letting me know that it worked for you...I'm glad to hear that! If you take a moment to endorse the article by clicking the thumbs-up icon at the bottom of the article (not the one under this comment), I'll be grateful. Welcome aboard to EE! Regards, Joe
0
LVL 62

Author Comment

by:Joe Winograd, Fellow&MVE
Thanks for endorsing the article, Christophe — much appreciated! Regards, Joe
0

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