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How to fix: PaperPort shows the splash screen then immediately closes - cannot run PaperPort

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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.
Sometimes PaperPort will not even open. It displays the splash screen (above) and exits, or it may show an "Application Crash" dialog before exiting. There are many reasons for this, but a recent cause that has reached epidemic levels is due to an issue with Firefox. This article offers a solution.

The former name of this article was, "What to do when PaperPort crashes, hangs, or fails to start - popular fix for Mozilla Firefox users". However, there are now reports from folks who are not using Firefox, but are still experiencing the problem. In addition, while the symptoms are occasionally a crash or hang, the most common symptom by far is the appearance of the splash screen, followed by an immediate exit, that is, PaperPort never opens. Thus, I changed the name of the article accordingly.


In a previously published five-minute video Micro Tutorial here at Experts Exchange, I present one way to solve the problem of Nuance's PaperPort product not opening, namely, using the CheckPPFolders utility that is provided as part of a normal PaperPort installation. Also, in a previously published article here at Experts Exchange, I discuss another scenario in which PaperPort fails to open, namely, the so-called "Windows XP Compatibility Mode" problem, also known as the "AppCompatFlags Layers" problem, due to its solution (see Nuance's "Technote 6629" error message in the article referenced above). In another EE article, I discuss other possible solutions to the problem of PaperPort not opening, typically crashing right after the splash screen appears (sometimes with a dump, sometimes not).

The purpose of this new article is to document a recent problem that has reached epidemic levels. The first time that I became aware of this issue is when Experts Exchange member Andrea Carli reported it in a comment on 26-May-2018 at my PaperPort 14 in Windows 10 article. Fasten your seat belt — this is a really strange one!

PaperPort has the following key in the registry:

HKEY_CURRENT_USER\Software\ScanSoft\PaperPort\PaperPort User Preferences

It contains many values (fields), one of which is BrowserSelected (a string, i.e., REG_SZ). What Andrea reported is this: when the data in BrowserSelected is Mozilla Firefox, PaperPort crashes! He changed Mozilla Firefox to Internet Explorer and PaperPort no longer crashed! We exchanged several posts there and discovered that any data in BrowserSelected other than Mozilla Firefox will cause PaperPort to open properly. It doesn't even have to be an actual browser name — e.g., it can be xxx.

I know, hard to believe! But another Experts Exchange member, Frank Schabel, reported in a comment on 29-Jun-2018 at my PP14 Scanner Connection Tool article that the fix also worked for him ("I changed it and like magic paperport opened and worked"). I was still a bit skeptical, but, that same day, it happened to me! I am running PaperPort Professional 14.5 with both Patch 1 and the PP14 Scanner Connection Tool installed. I started PaperPort, which I typically do several times every day, and received this Application Crash dialog right after the splash screen:



(The application 'PaperPort' has encountered a fatal error and will be terminated. A crash dump file was generated, which may contain technical information about the nature of the problem.)


I tried a few fixes first (from my own published articles/videos here at EE), but nothing worked. I then tried Andrea's fix and, voilà, success! I first changed Mozilla Firefox to Internet Explorer and it worked. I then changed it to xxx, and that worked. So, a huge Thank You to Andrea for the idea, and to Frank for confirming — magic, indeed!

Note that the problem occurred shortly after I upgraded Firefox to Version 61.0 (32-bit). I don't know if that's what causes the problem, but I'm not a big believer in coincidences. :) Furthermore, soon after the initial publication of this article, I received a message from another Experts Exchange member who said that she experienced the same problem shortly after upgrading Firefox to Version 61.0 (64-bit). She changed BrowserSelected to xxx and that immediately solved the problem — PaperPort opened successfully!

There is no doubt that we now have a widespread problem on our hands, with PaperPort 14.5 and Firefox 61.0 having a serious compatibility issue. The occurrences of the problem may escalate as users upgrade to Firefox 61.0, which is the latest release at the time this article was published. I don't know if the problem lies more with Mozilla or Nuance, and I don't know if either organization will address it. In the meantime, this fix at least makes it possible to use PaperPort.

As some users are reluctant to edit the registry manually (with good reason), I created a .REG file to change the BrowserSelected entry. I don't know what PaperPort does with that value (if anything) — it is undocumented, as far as I know. Thus, this "solution" is simply based on the experience of several PaperPort users — a "where the rubber meets the road" approach. While xxx has worked in practice for a few of us, I decided that having a legitimate browser name in there is the better way to go. Hence, the .REG file attached to this article places Microsoft Internet Explorer in it rather than xxx. Here is the entire content of the attached .REG file:


Windows Registry Editor Version 5.00
[HKEY_CURRENT_USER\Software\ScanSoft\PaperPort\PaperPort User Preferences]
"BrowserSelected"="Microsoft Internet Explorer"


For users who are not comfortable with manually editing the registry, simply download the file attached to this article (FixPaperPortBrowserSelected.reg) and then double-click it. You will get a warning like this:



After clicking Yes, you'll get a dialog like this:



PaperPort should now open!

Some members have reported that the REG file attached to this article turns into a TXT file when it is downloaded. When that happens, double-clicking it opens the file in the program that is associated with the TXT file extension (such as Notepad or Notepad++) rather than running it as a REG file to modify the registry. Three ideas for solving that problem:

(1) When you do the right-click/Save Link As in Firefox, make sure that the file name says FixPaperPortBrowserSelected.reg (not FixPaperPortBrowserSelected.reg.txt or FixPaperPortBrowserSelected.txt).

(2) If it still shows as a TXT file in Windows/File Explorer (or whatever file manager you use) after downloading it, manually change the file extension to REG. You can do this by right-clicking the file and then left-clicking Rename. Hit the End key, which will go to the end of the TXT file extension. Use the backspace key to delete TXT and then make the file extension REG. If you don't see the file extension (.TXT) when you hit Rename, this means that you have the View option of "Hide extensions for known file types" enabled. Instead of walking you through how to change that, which is a bit complicated, proceed to idea (3) below.

(3) Run Notepad (or whatever text editor you prefer) and create a new file (File>New in Notepad, but it should already be in a new window when you run it). Select the three lines of code shown above by clicking "Select all" underneath the three lines on the right side. Then press Ctrl+C (which is Copy), click inside the Notepad window, then press Ctrl+V (which is Paste). You will now have those three lines in the Notepad window. Click the File menu, then Save As, and here's the important step: type in a file name that includes a .REG file extension. For example, type this in the "File name" box:

FixPaperPort.reg

That will save it as a .REG file, not a .TXT file. Now double-click it in Windows/File Explorer (or whatever file manager you use) and you'll get the two "Registry Editor" dialog boxes shown above. Click Yes, then OK. PaperPort should now open!


Article update on 9-July-2018: Nuance has finally addressed this problem in their Knowledge Base article (copied here under "Fair Use", although I took the liberty of correcting a typo — "editory"):

----- Begin Nuance knowledge base article -----
PaperPort 14.5 will not launch after Windows 10 update
Answer ID 27558 | Published 07/06/2018 08:04 AM | Updated 07/09/2018 02:44 PM

Problem statement
PaperPort 14.5 won't launch after an update of Windows 10 to version 1803

Cause
After the windows update, if the default browser is not set to Internet Explorer, issues may result.


Resolution
The following steps require changes to the Windows registry. Before making any changes to the registry, open the registry, click "File > Export" and store the exported registry to a safe location.

If there are no problems, the backup file can be removed after a couple of days.

To fix this, please use the following steps:

1. Launch the Windows registry editor.
2. Click 'File > Export' and make a safety copy of the registry on the desktop for disaster recovery purposes.
3. Find this key in the registry: [HKEY_CURRENT_USER\Software\ScanSoft\PaperPort\PaperPort User Preferences] "BrowserSelected"="Mozilla Firefox"
4. Change the value of the key to "Internet Explorer"
5. Close out of the registry editor

Note: some users may see "BrowserSelected"="Google Chrome" when they use that web browser instead of Mozilla Firefox
----- End Nuance knowledge base article -----


End Article update on 9-July-2018


Article update on 12-July-2018: There are several items in the Nuance KB article shown above that we know are incorrect or misleading:

(1) Regarding the Problem statement, we know that the update of Windows 10 to Version 1803 is not the only time that the problem occurs. In fact, it even happens on non-W10 systems. There are numerous reports (including mine) of the problem happening on Windows 7 (it is 100% reproducible on my W7 system).

(2) Regarding the Cause, we know that (a) it is not only after the Windows update that it happens and (b) it is NOT because it isn't set to "Internet Explorer" — it happens because it IS set to "Mozilla Firefox".

(3) The Resolution says to change it to "Internet Explorer". That's fine, but "Microsoft Internet Explorer" is also fine, as is any value (apparently) other than "Mozilla Firefox". In fact, it works if "Mozilla" is in there; it works if "Firefox" is in there; it works if "MozillaFirefox" (no space between them) is in there; just not "Mozilla Firefox". Weird stuff!


End Article update on 12-July-2018


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


FixPaperPortBrowserSelected.reg

34
104 Comments

Expert Comment

by:Rob Kurtz
The Mozilla Firefox thing worked for me too!  Changed to Google Chrome and Paperport 14.5 started right up.  Thanks for the tip!
1
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Rob,
You're very welcome, and thanks to you for joining Experts Exchange today, reading my article, and endorsing it — much appreciated! Thanks, too, for confirming that the fix works for you. You're the first one I'm aware of who put Google Chrome in there, so it's great to know that it works. Welcome to EE! Regards, Joe
0

Expert Comment

by:T Sayyed
Thanks for the Regedit.  I am using PP14.0 on Win 10.  It stopped working a few days back.  Luckily I found your blog and fix!  Works like a charm again.
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by:Joe Winograd, Fellow&MVE
You're welcome, T Sayyed, I'm glad to hear that it did the trick for you and that you now have PaperPort working again. Thanks for joining Experts Exchange today to read my article. I'll appreciate it if you take a moment to endorse it by clicking the thumbs-up icon right underneath the end of the article. Regards, Joe
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi T Sayyed,
Thank you for endorsing my previous comment, but to endorse the article itself, you need to click the thumbs-up icon at the end of the article (has a 4 next to the icon right now...might be a bigger number by the time you click it). Thanks again, Joe
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Expert Comment

by:Stephen Berman
Hi,
The potential fix by changing the browser preferences sounds promising. I would like to use your reg file but it does not seem to download. When I click on the link the only thing that happens is that the text of it gets displayed in the browser.  Nothing downloads.  If I right click and try to use "save as", this does not work either. Maybe the proper link is elsewhere on the page but I cannot find it.

Thanks,

Steve
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Expert Comment

by:Stephen Berman
Hello again,

I figured out how to download your reg file. "Save as" a link does work but it put a txt exension on the end. So I changed the name to remove the .txt and then it ran when I double clicked. And....to my amazement (having worked on fixing this @@@##%%^^^&'in thing for hours, Paperport 14.5 will load.

I have chrome as my actual chosen browser. So it apparently does not have to match that. But for some reason it did the trick.

Thanks.

Steve
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Steve,
First, welcome to Experts Exchange! Thanks for joining today and reading my article. Re the download issue, it must be a setting in your browser. I just tried it in Firefox 61...no problem...did a right-click on the link, then Save Link As. It defaulted to a name of FixPaperPortBrowserSelected.reg and downloaded it to that file name. Then I did a left-click on it, which opened the text in a new tab, and then did a File>Save Page As. That also defaulted to a file name of FixPaperPortBrowserSelected.reg and downloaded it to that file name.

But if neither of those methods works for you, simply select and copy the four lines shown in the article and then paste it into a text file with a file type of .REG — use Notepad, Notepad++, or whatever text editor you prefer, but make sure the extension is REG, not TXT. Then double-click it. Regards, Joe
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Expert Comment

by:T Sayyed
HI S. Berman,

 For some reason i was not able to rename the *.txt file.  The way I did it was to type regedit in search (Win10) and run it, and once open use the file import option from the drop down menu.

More than one way to skin a cat, I guess!

Thanks.
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Steve,
Our messages crossed in cyberspace.

> I figured out how to download your reg file.

Glad to hear it.

> to my amazement (having worked on fixing this @@@##%%^^^&'in thing for hours, Paperport 14.5 will load

Excellent news!

> So it apparently does not have to match that.

Correct. As my article says, you can put "xxx" in there and it works! You can even put "Firefox" in there and it works...just not "Mozilla Firefox". It's a strange one!

> But for some reason it did the trick.

I can't tell you the reason...I can only say that it has worked for many frustrated PaperPort users. :)

I'll appreciate it if you take a moment to click the thumbs-up icon under the article, which endorses it (not the icon at this comment, but the one under the article...currently has a 5 in it...hopefully, you'll be #6). Regards, Joe
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by:Joe Winograd, Fellow&MVE
Hi T Sayyed,
Thanks for letting us know how you were able to download and install it. And thanks for coming back to endorse the article — much appreciated! Regards, Joe
0

Expert Comment

by:Les Namrib
The registry change fix worked for me on a PC running W10 Pro-64 and having had Firefox auto-updated by Mozilla. Originally found mention of your terrific article on the Google Paperport group!
Thanks for taking the time to provide this information!
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Les,
Thanks for joining Experts Exchange today, reading and endorsing my article, and letting us know that the fix worked for you — that's great news! Thanks, too, for participating in the Google PaperPort Group — lots of PaperPort knowledge there! Regards, Joe
0

Expert Comment

by:kenbeck56 .
Thank you!!!   My PaperPort quit working yesterday. I tried many of the remedies turned up with a google search.  came across your firefox solution and BAM!, PP working again.  I checked my firefox, it is also version 61.0 but 64 bit.
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Author Comment

by:Joe Winograd, Fellow&MVE
You're welcome, Ken, and thanks to you for joining Experts Exchange today, reading my article, and endorsing it. I'm glad to hear that your PaperPort is working again with Firefox 61 64-bit. Regards, Joe
0

Expert Comment

by:Gerald Main
Thanks for the info. I changed my registry entry to "Pale Moon" (without the quotes) and cured my PaperPort crash problem.
Thanks Again!
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Author Comment

by:Joe Winograd, Fellow&MVE
You're welcome, Gerald. I'm glad "Pale Moon" worked for you. :) And thanks to you for joining Experts Exchange to read my article. If you take a moment to endorse it by clicking the thumbs-up icon right underneath the end of the article, I'll appreciate it (has an 8 in it now...I'm hoping for double digits soon). Regards, Joe
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Author Comment

by:Joe Winograd, Fellow&MVE
Thanks for the endorsement, Gerald — much appreciated!
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Expert Comment

by:Stephen Berman
Dear Joe,

I now clicked the "thumb-up" at the end of your article. It was #11.
(The best part is that my wife now thinks I'm a genius even though I told her
I  got the solution from your article).

Best,

Steve
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Steve,
Thanks for endorsing the article...I really appreciate it! Hey, it's always good when the spouse thinks that something you did is an act of genius...it serves as somewhat of a counter-balance for the times when you gave it a try yourself, but really should have called the plumber. Have a nice weekend! Regards, Joe
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Expert Comment

by:caterpillar
Joe,

Thanks for the browser preference fix. Paperport 14.5 started to crash on open and the only change to my system had been the Firefox upgrade to 61.0. Thanks also to Andrea Carli who may have been one of the first to propose the fix. Personally I changed the registry value to Microsoft Internet Explorer and Paperport resumed normal operation. I had tried the metadata clean-up earlier and it did not work.

It is unclear what side effects, if any, this reg edit may have. I looked for any browser calls in the interface and there are a few. For example Help/Upgrade Now or Tools/Web Bookmarks (this latter one is puzzling why Nuance bothered to have it) - in all cases Firefox continues to launch as it is my default browser for Windows 7. It seems side effects, if any, should not be serious. Not sure for your installation but on my end Help/Product Information and Help/Product Support already go to 404 dead ends - not critical, obviously.

Nuance is generally slow with updates but if their support lines start getting lots of calls they may address this.
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Author Comment

by:Joe Winograd, Fellow&MVE
You're welcome, caterpillar, and thanks to you for the feedback, and for endorsing the article — much appreciated! Like you, I've been wondering about the side effects of the change and looked for ways that PaperPort uses a browser. My first thought was opening an HTML file on the PP Desktop, but that worked fine, even with "xxx" in BrowserSelected. Next idea was Help>Nuance Home Page — also worked.

> Not sure for your installation but on my end Help/Product Information and Help/Product Support already go to 404 dead ends

Same here.

> Nuance is generally slow with updates but if their support lines start getting lots of calls they may address this.

My guess is they're getting inundated with it. In just a little over a week, this article has almost 500 views. Also, I manage a PaperPort Google Group and a PaperPort Yahoo Group — both have had a lot of activity on this issue. But I have no idea if Nuance will address the problem. It's certainly an ideal time for a Patch2, or even a PP14.6, that fixes it, along with some other desperately needed fixes, such as support for Office 2016, which was released almost three years ago! In the meantime, fortunately, the registry fix at least lets us use PaperPort. Regards, Joe
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Expert Comment

by:Tom Buckley
Hi Joe, I wanted to also thank you for the 'Browser Selected' trick. Like others, my PP started crashing a week or so ago. It wasn't until I read your article that I realized that my Firefox had just upgraded to ver 61. I changed the Browser Selected to 'xxx' and all is now well. Thanks!
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Tom,
Thanks for letting me know that the fix worked for you — very glad to hear it! You're another data point in the bucket where the upgrade to Firefox 61 was the trigger. 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. Btw, I just upgraded from Firefox 61.0 to 61.0.1 and BrowserSelected stayed at "xxx" — and PaperPort opened fine! Regards, Joe
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Expert Comment

by:Dawn Penrod
Joe - YOU ARE THE BEST!  I am almost crying, I am just that relieved.  I spent hours trying to find a solution, even reinstalled the program.  I woke up this morning and tried searching again and stumbled upon this article.  I had to read all the comments to find out how to download the fix since I also kept getting the text file.  I had to open this page in Explorer (ICK!) and use Save As to get it to not be a txt file.  And then it took almost 10 seconds to be up and running again!  You are a GOD!  Hopefully, Nuance will get their act together and put this fix on their support page - or just send out a patch.  I was not looking forward to calling support tomorrow.
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Dawn,
Thanks for joining Experts Exchange today, reading my article, and endorsing it. I'm very glad to know that your PaperPort is running again — great news! Thanks, too, for letting me know about the difficulties with the TXT file vs. a REG file. It doesn't happen here for me, but now that several people have reported it, I'll work on some instructions for it to include in the article.

Re Nuance getting its act together on this issue, I don't have any info yet. I sent an email to the contacts I have at Nuance, but, at the end of the day, I'm not a Nuance employee or insider — just a customer/user. If anything comes of my message to Nuance, I'll post here whatever they give me permission to share in public.

Thanks for your feedback — and Welcome Aboard to EE! Regards, Joe
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Expert Comment

by:Jerri Nall
I have spent most of three days trying to figure out why my PaperPort kept crashing. You are a life saver (well at least a sanity saver). Thank you so much!!
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Author Comment

by:Joe Winograd, Fellow&MVE
You're welcome, Jerri, and thanks to you for joining Experts Exchange today, reading my article, and letting me know that the fix worked for you...I'm very glad to hear that! 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 (there's a 16 in there now...you'll be #17). Welcome Aboard to EE! Regards, Joe
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Expert Comment

by:Stephen Porter
Thanks for the Paperport 14 / Firefox fix.  But now when I scan in a document (using Visioneer Road Warrior scanner) I get an "Invoke Link Failed" message followed by a crash.  I guess there is more to this problem.  Any help appreciated.
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Author Comment

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

Some questions to begin the troubleshooting process:

(1) What string did you put in the BrowserSelected field?

(2) Was your copy of PP14 included (bundled) with the Visioneer Road Warrior scanner or is it a retail version of PaperPort?

(3) If the answer to (2) is that it's a retail version, is it Standard or Professional?

(4) What is the decimal point on your PP14 — 14.0? 14.1? 14.2? 14.5?

(5) If the answer to (4) is 14.5, do you have Patch 1 installed, as discussed in my EE article:
How to install the Patch 1 update for PaperPort 14.5

(5) Do you have the PP14 Scanner Connection Tool installed, as discussed in my EE article:
PaperPort 14 Scanner Connection Tool - Fix Scanning Problems in PaperPort 14

(6) Did you install the latest drivers for your scanner from the Visioneer website?

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

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

by:Robbie N.
Joe

Like the others it started last week and I was searching for a PP replacement. As a last ditch effort, I did one more Google search and there you were. Thank you for "preserving" my PP program.
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Author Comment

by:Joe Winograd, Fellow&MVE
You're welcome, Robbie, and thanks to you for joining Experts Exchange today and reading my article. I'm glad to hear that a Google search turned it up for you and that the fix works. 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
1

Expert Comment

by:Stephen Porter
Joe,

Here are my answers to your questions:

1) String entered in Browserselected:  Internet Explorer   (I don't have Internet Explorer on my computer - it was replaced by Microsoft Edge)

2) PP 14 came bundled with VIsioneer Road Warrior  (PaperPort 14 Professional, or so it says)

3) Bundled, not retail - but says Professional

4) 14.5

5)  I am not aware of having installed Patch 1.  PP 14 is version 14.5 (14.5.14326.1220)  Build PP-1413-856-14326.1614

5)  Scanner connection tool not installed.  I did not know about it until now.  Before this problem the scanner worked OK.

6)  No, I was not aware of scanner driver updates.  Again, the scanner worked OK before the Firefox problem.

7)  I have Windows 10 Home edition:  Version 1709, OS Build 16299.547
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Expert Comment

by:Stephen Porter
Joe,

Here are my answers to your questions:

1) String entered in Browserselected:  Internet Explorer   (I don't have Internet Explorer on my computer - it was replaced by Microsoft Edge)

2) PP 14 came bundled with VIsioneer Road Warrior  (PaperPort 14 Professional, or so it says)

3) Bundled, not retail - but says Professional

4) 14.5

5)  I am not aware of having installed Patch 1.  PP 14 is version 14.5 (14.5.14326.1220)  Build PP-1413-856-14326.1614

5)  Scanner connection tool not installed.  I did not know about it until now.  Before this problem the scanner worked OK.

6)  No, I was not aware of scanner driver updates.  Again, the scanner worked OK before the Firefox problem.

7)  I have Windows 10 Home edition:  Version 1709, OS Build 16299.547
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Author Comment

by:Joe Winograd, Fellow&MVE
Stephen,
What is the exact model of your RoadWarrior, such as 3, 3g, 4D, Lite, X3, etc.?
2
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Robbie,
I see that you endorsed a couple of posts here in the Comments section, but in order to endorse the article, you have to click the thumbs-up icon right underneath the article (currently has the number 21 in it...will turn to 22 when you click it...of course, it could be a little higher when you get there). Thanks, Joe
0

Expert Comment

by:Stephen Porter
Thanks, Joe.  My Road Warrior is a model 4D.  Sure appreciate your help.
0

Expert Comment

by:Robbie N.
Joe - Corrected now 22 and hopefully growing.
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Robbie,
Thank you for #22! Regards, Joe
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Author Comment

by:Joe Winograd, Fellow&MVE
Hi Stephen,

> No, I was not aware of scanner driver updates.

I have found PaperPort to be very sensitive to the scanning drivers (ISIS, TWAIN, WIA/WIA2) — more so than other imaging/scanning software. So my first recommendation on scanning problems with PaperPort is always to install the latest drivers from the manufacturer's website. It's important to make sure that you download the right driver file for your version and bit level of Windows. For your RoadWarrior 4D, the download page is here:
https://support.visioneer.com/products/RW4D/downloads.asp

The driver file is this:
https://support.visioneer.com/downloads/drivers/RW4D/RW4D_5.1.15.6173.EN.exe

It does say that it is for W10, but it doesn't mention bit level, so I'm sure it's fine for both 32-bit and 64-bit W10. Install that driver and try PaperPort again.

Some comments on your other comments:

> Again, the scanner worked OK before the Firefox problem.

I doubt that the Firefox problem would affect scanning, but I suppose it's possible. In any case, I can't explain why it worked before and doesn't now. All I can do is try to help you to get it working again.

> I am not aware of having installed Patch 1.

You won't be able to install Patch 1 on your PaperPort because it is a bundled/OEM version. Patch 1 works only with the retail versions of PaperPort and the version that Nuance bundled with its own OmniPage Ultimate package.

> Scanner connection tool not installed. I did not know about it until now.

It's unlikely that the PP14 Scanner Connection Tool would work (or even install) with the Visioneer bundled/OEM copy of PaperPort. I do not recommend trying to install it in your case.

Regards, Joe
1

Expert Comment

by:Juan Tyson
Thank you, thank you, thank you Joe

 I have been trying to fix this problem for over two weeks and I can not thank you enough for the solution. I just made "Mozilla Firefox"
 "MozillaFirefox" and it worked. I did learn something new today, PP14 has "Check Folders" command that I did not find out about until eight hours ago, that's how long it took to run on my system.

Again I thank you very, very much for the info.
JTyson
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Author Comment

by:Joe Winograd, Fellow&MVE
You're very welcome, Juan, and thanks to you for joining EE today, reading and endorsing my article, and letting me know know that changing "Mozilla Firefox" to "MozillaFirefox" worked for you. I'm also glad to hear that you learned about CheckPPFolders from my EE five-minute video Micro Tutorial on it. Welcome to Experts Exchange! Regards, Joe
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Expert Comment

by:Stephen Porter
Joe,

Thanks for your advise on installing the Road Warrior 4D driver.  Unfortunately it didn't solve the "Invoke Link Failed ..." message when the scanner passed the scanned image to PaperPort.  Paperport just shows a box filled with diagonal lines labeled "session" where the scanned document normally would be.  There is also a small box to the left containing a white question mark on a blue background labeled "rescue".  Nothing happens when I click on the question mark box.

Any other ideas?
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by:Joe Winograd, Fellow&MVE
> Any other ideas?

Let's try to determine if it's a PaperPort problem or a scanner/driver problem. A good test is to try scanning with other software that supports TWAIN, such as IrfanView:
https://www.irfanview.com/

After downloading and installing it, do this:

File
Select Scan/TWAIN Source...
Pick the RoadWarrior TWAIN source and click the Select button
File
Acquire/Batch scanning...
(Obviously, you can select the TWAIN source here, too)

Perform a scan with that dialog — does it work?

Regards, Joe
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Expert Comment

by:Stephen Porter
Joe,

Now I'm really miffed.  I installed Irfanview as you suggested.  When I get to the Acquire/Batch screen after having selected the RoadWarior scanner, I get a really strange message when I click on OK:  Unable to find "Intel Play QX3 Microscope" in Control Panel.  Please check if its enabled and the drivers are installed correctly.

I have no idea what this is about.  Hope you can shed some light on this.
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by:Joe Winograd, Fellow&MVE
Strange, indeed! Intel Play QX3 Microscope?! That obviously makes no sense and indicates that the problem is likely with the scanner and/or the driver and/or Windows, not with PaperPort. I've never had that scanner and know nothing about it, so my ability to help you is limited. One thought is corrupt Windows user profile, so you may want to create a new user profile to see if you can scan from that. Btw, do IrfanView and PaperPort show a WIA driver? The Visioneer website says that the RoadWarrior 4D bundle includes TWAIN and WIA drivers, so a proper installation of their DriverPLUS (RW4D_5.1.15.6173.EN.exe) should install both TWAIN and WIA. We know that TWAIN isn't working for you, but if a WIA driver shows up, select that and see if IrfanView and PaperPort can scan with it. Another idea is to try it on a different computer. Beyond that, I suggest contacting Visioneer technical support. Regards, Joe
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Expert Comment

by:Stephen Porter
Joe,

Thanks again.  I know this has taken you very far afield.  I'm wondering if re-installing PaperPort might help.  My concern with doing that is whether the linkages to the documents might be lost.  Besides accessing the documents, PaperPort maintains a database of all the words in the documents which allows searching by words.  I have found this very useful and I would rather not lose that capability.

If all else fails, I do have image backups that I can load.  That takes several hours, but if things work from a backup perhaps I can walk my way forward to find where the failure occurs.  Any thoughts appreciated.
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by:Joe Winograd, Fellow&MVE
Hi Stephen,

> I'm wondering if re-installing PaperPort might help.

I doubt it, because I don't think the problem has anything to do with PaperPort. Apps like IrfanView and PaperPort scan by utilizing industry standard scanning drivers that are provided by the device manufacturers. PaperPort supports ISIS, TWAIN, and WIA/WIA2 drivers; IrfanView supports TWAIN and WIA. Since you can't scan with IrfanView, that tells me that PaperPort is not the culprit — and reinstalling PaperPort will not do anything with scanning drivers (or with Windows), which is where the problem probably lies. If you'd like to try a third test, run the built-in Paint app. Click the File menu, then From scanner or camera, then click the RoadWarrior icon in the Select Device dialog. Can you scan with that?

Did you try any of the ideas in my previous post, i.e., (1) new user profile? (2) PaperPort with WIA driver instead of TWAIN? (3) IrfanView with WIA driver instead of TWAIN? (4) a different computer? (5) Visioneer technical support?

> My concern with doing that is whether the linkages to the documents might be lost.

There are no "linkages" to documents. The PaperPort Folder Manager simply exposes whatever folders you specify to the PaperPort Desktop. PaperPort in this way is, in essence, a file manager, but it shows only those folders that you tell it to show via the Folder Manager configuration dialog (Tools>Folder Manager>Add).

> Besides accessing the documents, PaperPort maintains a database of all the words in the documents which allows searching by words.

You're talking about All-in-One Search. The indexes for it are stored in SearchVerity folders. Uninstalling PaperPort will not delete those folders. Even if they are deleted, All-in-One Search can rebuild them. In fact, when the indexes get corrupt, as happens occasionally, the fix is to delete them and let All-in-One Search rebuild them. Nuance even provides a utility with PaperPort that can delete the All-in-One Search indexes (the SearchVerity folders), as well as other metadata. I discuss this in one of my five-minute EE video Micro Tutorials:

What to do when PaperPort crashes, hangs, or fails to start - delete metadata with CheckPPFolders

Regards, Joe
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Expert Comment

by:evtse
Thanks for the tip Joe. Worked like a charm. Saved me reinstalling. Perfect.
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by:Joe Winograd, Fellow&MVE
You're welcome, evtse, and thanks to you for joining Experts Exchange today and reading my article. I'm glad to hear that it worked a charm for you...doing a reinstall is never fun. I'll be grateful if you take a moment to endorse the article by clicking the thumbs-up icon right underneath the end of it...as it stands right now, you'll be #25! Thanks, Joe
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Expert Comment

by:Stephen Porter
Joe,

I contacted Visioneer.  They took down my info and created a support ticket.  No response after 2 days.  So I finally caved in, ran another disk backup, deleted all the Visioneer and Paperport software, and reloaded it all from the Visioneer RoadWarrior disk.  I then patched the Paperport reg entry and loaded the latest Visioneer driver.  I checked and paperport is rev 14.5.  Everything now appers to work correctly.

I have no idea what caused the "Invoke Link Failed.." error, but it is gone.  Perhaps I made a mistake with Regedit.

Thanks again for your support and patience!!
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by:Joe Winograd, Fellow&MVE
You're welcome, Stephen, and thanks to you for stopping back to post your results...much appreciated! Great news that everything is looking good now, although it would be nice to understand where that "Invoke Link Failed" error came from...and the really weird "Intel Play QX3 Microscope" message. But sometimes there's simply no explaining the tech mysteries. :) Regards, Joe
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Expert Comment

by:Frank Booth
Thank you so much. I've hair-tearing for almost two weeks. I really do need to learn to turn to the network community sooner!
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by:Joe Winograd, Fellow&MVE
Hi Frank,
You're very welcome...and thanks to you for joining Experts Exchange today and reading my article. Two weeks is a long time for hair-tearing...I'm glad that my article was able to put an end to that. :) I'll appreciate it if you endorse the article by clicking the thumbs-up icon right underneath the end of it (not the thumbs-up next to this comment). Regards, Joe
1

Expert Comment

by:RobertLaPointe
Tried to fix this over a month by using over 50 websites differing advice. Your solution to edit the registry and change browser from Firefox to IE worked like a charm and was easy to implement. It is noteworthy that  as of July 31 2018, Scansoft still has no solution for this problem on their website. I would have to give the an F grade in the customer support category. Thank you for your help at solving this annoying problem
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by:Joe Winograd, Fellow&MVE
You're welcome, Robert, and thanks to you for letting me know that this solved your problem. Very sorry to hear that you've been trying to fix it for more than a month, but glad to hear that my article did the trick for you. If you take a moment to endorse the article by clicking the thumbs-up icon at the end of the article, I'll appreciate it.

Nuance did finally post a solution on their website (published 6-Jul, updated 9-Jul and 27-Jul), but it has numerous shortcomings, as documented above in my 9-Jul update to this article. Regards, Joe
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Expert Comment

by:Michaela Kähne
Whow, incredible!
It works.
I would have never thought of a Mozilla Firefox update, as at the same time I had a couple of Windows 7 updates ...
Thank u all a lot for publishing and sharing, I got really stuck in despair trying to find the reason for the closedown of the programm
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by:Joe Winograd, Fellow&MVE
Hi Michaela,
You're very welcome...and thanks to you for joining Experts Exchange today, reading my article, and letting me know that it works for you...I'm happy to hear that! Yes, this is a strange one...still don't know why the presence of "Mozilla Firefox" in that field makes PaperPort close down, but it does. I'm glad that your despair is over. :) Welcome aboard to Experts Exchange! Cheers, Joe
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Expert Comment

by:William Collins
I have been trying to solve this problem for three months and now I find that it was simply changing the browser entry in the registry! The odd thing is, Mozilla Firefox is not my default browser, but Paperport was treating it that way. This all started when one of the Windows 10 updates completed.
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by:Joe Winograd, Fellow&MVE
Hi William,
Thanks for joining Experts Exchange today and reading my article. I'm sorry to hear that you've been without PaperPort for three months, but very happy to hear that this article has you back up-and-running again. As you've discovered, it doesn't matter what your default browser is. Btw, PaperPort is not actually treating Mozilla Firefox as your default browser...it's simply that it crashes when that registry field has "Mozilla Firefox" in it...for reasons that I do not understand...other than...it's a bug! In any case, I'm glad it's fixed for you. I'll appreciate it if you endorse the article by clicking the thumbs-up icon right underneath the end of it (not the thumbs-up next to this comment). Welcome aboard to Experts Exchange! Regards, Joe
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Expert Comment

by:Dierk Dierkdk
Ended up doing a Clean Install of Windows 10 ver1803 - pulling what little is left of my hair out trying to resolve PP Crashing after opening its Splash Screen.
Changing the BrowserSelected key to "xxx" did the trick (without even requiring a reboot!).

Thank-you!

In the FWIW department:
1)  Did remember to UNINSTALL OmniPage Ultimate & PP before the new install:  OmniPage reinstalled & Activated without problem. Ditto for PP - other than the Won't Actually Run glitch!   Was happy to not have to hassle with Nuance over licensing....

2)  Knew of 2 "Patch 1" updates for PP 14.5:  Patch1__PP14UPRO_13223__v3.exe is the one that was accepted by my system.  (OmniPage Ultimate, ver 19)
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by:Joe Winograd, Fellow&MVE
Hi Dierk,
You're welcome! And thanks to you for joining Experts Exchange today and reading my article. I'm glad I was able to save at least some of your hair. :) I'm also glad to hear that both OP and PP activated without a problem.

Yes, Patch1__PP14UPRO_13223__v3.exe is the correct one for the PP14.5 Pro that is bundled with OmniPage Ultimate. I documented this in another one of my EE articles:
How to install the Patch 1 update for PaperPort 14.5

If you take a moment to endorse this article by clicking the thumbs-up icon right underneath the end of it (not the thumbs-up next to this comment, I'll be grateful (and same for the Patch1 article, if you think it's worth it). Welcome aboard to Experts Exchange! Regards, Joe
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Expert Comment

by:James Gramm
This worked for me also, PP 14.5 stopped working about a month ago, same error, I changed the registory to Chrome and it now works again.
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Expert Comment

by:James Gramm
This worked for me also, PP 14.5 stopped working about a month ago, changed the registry to Chrome and it now opens again.
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by:Joe Winograd, Fellow&MVE
Hi James,
Thanks for joining Experts Exchange today and reading my article. I'm very glad to hear that, after a month of not being able to use PaperPort, it is now opening again — great news! Regards, Joe
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Expert Comment

by:Mark Blackburn
Thank you so much!   This registry edit getting rid of Mozilla Firefox got me up and running again!
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by:Joe Winograd, Fellow&MVE
Hi Mark,
You're very welcome! I'm glad to hear that this fix has your PaperPort up and running again. My thanks back to you for joining Experts Exchange today, reading my article, and providing feedback...very helpful for the EE community! If you take a moment to endorse this article by clicking the thumbs-up icon right underneath the end of it (not the thumbs-up next to this comment), I'll be grateful. Regards, Joe
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Expert Comment

by:Member_2_4599068
Wow
Thank you
It worked
What a bug!
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by:Joe Winograd, Fellow&MVE
You're welcome, Member_2_4599068. Thanks for letting me know that the fix worked for you and for endorsing the article...both much appreciated! Yes, this is definitely a weird bug! Regards, Joe
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Expert Comment

by:Ronny Powell
It worked as described. Thanks to all involved.
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by:Joe Winograd, Fellow&MVE
Hi Ronny,
Thanks for joining Experts Exchange today, reading my article, and letting us know that the fix worked for you...very glad to hear that. I'll appreciate it if you take a moment to endorse the article by clicking the thumbs-up icon at the end of it (has 30 in it now). Welcome to EE! Regards, Joe
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Expert Comment

by:Hoeksoft Hoek
Im so glad the fix worked for me also , thanks a lot :-)
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by:Joe Winograd, Fellow&MVE
You're welcome, Hoek, I'm very glad to hear that the fix worked for you. I'm also glad to see that you joined Experts Exchange today to read my article — Welcome Aboard! If you take a moment to endorse the article by clicking the thumbs-up icon at the end of it, I'll be grateful. Regards, Joe
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Expert Comment

by:Don Bartlett
Wow!  Worked for me after hours of following other instructions.  Thank you SO much.
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by:Joe Winograd, Fellow&MVE
You're very welcome, Don. I'm happy to hear that it worked for you. My thanks back at you for joining Experts Exchange today and reading my article. I'll appreciate it if you endorse the article by clicking the thumbs-up icon at the end of it (not the thumbs-up next to this comment). Regards, Joe
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by:Joe Winograd, Fellow&MVE
Hi Don,
Thanks for coming back to endorse the article...much appreciated! Regards, Joe
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Expert Comment

by:Don Bartlett
Hmm.  The solution worked fine. I installed another program and left my computer for a few hours.  When I returned, PaperPort wouldn't start -- same problem as before.  So I opened the registry and found that BrowserSelected had reverted to Mozilla Firefox.  So I changed the registry again, and PaperPort started just fine.  Does anyone have any ideas why the registry would have reverted?
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by:Joe Winograd, Fellow&MVE
Hi Don,
There have been many reports of what I'll call "external events" causing that value to become Mozilla Firefox. I don't know why it happens. One example is the W10 upgrade to 1803; another example is the upgrade to Firefox 61. I don't know why those upgrades cause the BrowserSelected value to become Mozilla Firefox, but, clearly, they do. There are obviously other "external events" that cause it, because users who have neither upgraded to W10/1803 nor upgraded to Firefox 61 have reported the problem. All I can say is, when the problem occurs, fix it again. Maybe someone else will jump in here with an explanation of why the BrowserSelected value becomes Mozilla Firefox, but I don't have a clue. Regards, Joe
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Expert Comment

by:Don Bartlett
Thanks, Joe.  I've noted the solution so I can easily find the key to reapply the fix.  Incidentally, the BrowserSelected fix works for me with PaperPort 14.  Turns out I didn't need to upgrade to 14.5; however, I'm sure Nuance appreciated the financial support!
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by:Joe Winograd, Fellow&MVE
I'm sure Nuance appreciated the financial support!
This may be too late for you, Don, but the upgrade from 14.0 to 14.5 is free, as long as your 14.0 was a retail version (not a version bundled with a scanner). I explain how to do it in another one of my Experts Exchange articles:
PaperPort 14 - Free Upgrade to Version 14.5

In addition, the Patch 1 update for 14.5 is also free, as I show in another EE article:
How to install the Patch 1 update for PaperPort 14.5

Regards, Joe
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Expert Comment

by:Jean-Luc Yseboodt
thank you very much  
your  solution is efficient +++
merci +++
Jean-Luc
Belgium
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by:Joe Winograd, Fellow&MVE
Hi Jean-Luc,
You're very welcome...and thanks to you for joining Experts Exchange today and reading my article. I'm glad to hear that the fix worked for you. If you take a moment to endorse the article by clicking the thumbs-up icon at the end of it (not the thumbs-up next to this comment), I'll appreciate it. Cheers, Joe
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Expert Comment

by:lenritz
I had the problem with the splash screen appearing, and then exiting.  I edited the registry to change it from firefox to explorer. Voila!  Opened fine.  closed PP, opened it again, all good.  That was yesterday.   Today though, PP again would exit after the splash screen.  When I checked the registry, i see that it had changed back to firefox.  So I edited the registry, again changing it to explorer.  And PP now again opens without trouble.   So, am I going to have to edit the registry every time?  Or is there a way to make the edits "stick"?  I am using Firefox 63.0.1
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by:Joe Winograd, Fellow&MVE
Hi Len,
I haven't had to fix it again since I first fixed it. I recently upgraded to Firefox 63.0.1 (64-bit) and PaperPort still opened fine. I did not even look at the registry entry since PaperPort was still working. But I just looked at the registry to be certain and its value is still "xxx" (which is what I set it to). So, I don't know why yours would keep changing...I don't have a clue what is changing it. If you can't figure it out, I would put the .REG file on your desktop or in your Start menu or pin it to the taskbar so that you have very fast access to it and can fix the problem quickly with a single or double mouse click. I'd like to provide you with better help, but I don't know why it's happening. Regards, Joe

P.S. Thanks for endorsing the article...much appreciated!
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Expert Comment

by:cushlomockree
My situation is slightly different.
I just installed a HP ScanJet Pro 3000 s3 on a system with Windows Server 2012R2 with Windows 8.1 drivers.
The HP scanner software works fine--it came on a separate CD.
An additional CD contained Nuance "bonus software pack" containing PaperPort 14.6. (I am using Firefox version is 64.0.2 (64-bit) as my default browser, but also have IE and Chrome).
The Nuance stuff installed without errors, however I am unable to get past the PaperPort splash screen without a Windows error: PaperPort has stopped working:
PaperPort Crash on opening after new installI changed the specified registry entry (HKEY_CURRENT_USER\Software\ScanSoft\PaperPort\PaperPort User Preferences\BrowserSelected) to IE from FF without any success.
I also tried running PaperPort.exe in several compatibility modes: Windows 8, 7, and Vista SP2.
All the other Nuance executables like PDF Viewer Plus, Image Viewer, etc. work fine. Only PaperPort crashes. I have looked at various scenarios where a clean up of old files was said to cure the problem, but since this is a new install, there is nothing to clean up.
I also examined the path in HKEY_CURRENT_USER\Software\ScanSoft\PaperPort Desktop Group\Desktops\Desktop0, and it is valid
I just looked at the BrowserSelected value after rebooting and it has reverted back to FF.
Any help would be appreciated.
Mike
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by:Joe Winograd, Fellow&MVE
Hi Mike,
A few comments:

(1) I have no experience with PP14.6. I became aware of it in 2015, but when I tried to get a copy from my Nuance contacts, I was told that it is an Asian-only release. When I pointed out that a public Nuance knowledge base article said that PP14.6 was the only Windows 10-compliant version of PaperPort, Nuance promptly changed the article to say that PP14.5 with Patch 1 is W10-compliant — and that I still could not get a copy of PP14.6 (I'm not in Asia). It's interesting that HP is now bundling it with its devices (I was unaware of that).

(2) I don't know why the BrowserSelected value is reverting back to FF for you. That does not usually happen. All I can suggest for that is to put a shortcut to the FixPaperPortBrowserSelected.reg file on your desktop or in your Start menu or pin it to the taskbar so that you have very fast access to it and can fix the problem quickly with a single or double mouse click.

(3) However, in your case, I don't think that the BrowserSelected field is the problem. With the crash occurring in BCGCBPRO1100u100.dll (BCGControlBar Professional), I'm guessing that the problem is display-related, maybe in the PaperPort code that Nuance OEM'ed from BCGSoft for the ribbons, toolbars, menus, etc. My suggestion is to head over to this other EE article:

What to do when PaperPort crashes, hangs, or fails to start - display settings and non-existent drives

Focus on the two ideas about the high contrast theme and custom DPI setting...I can see those being the sort of issue that would cause grief for BCGControlBar. But if neither of those fixes it, try the other ideas in that article. Let me know if none of that works (or if it does). Regards, Joe
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Expert Comment

by:cushlomockree
Thanks for getting back.
I changed the Reg entry back to IE (no reboot) and the fault module is now:
Problem signature:
  Problem Event Name:      APPCRASH
  Application Name:      PaprPort.exe
  Application Version:      14.6.16162.1117
  Application Timestamp:      56e3eea8
  Fault Module Name:      PaprPort.exe
  Fault Module Version:      14.6.16162.1117
  Fault Module Timestamp:      56e3eea8
  Exception Code:      c000041d
  Exception Offset:      0006da82
  OS Version:      6.3.9600.2.0.0.272.7
  Locale ID:      1033
  Additional Information 1:      fc7d
  Additional Information 2:      fc7d7b29b6834950d5e754e18757ad70
  Additional Information 3:      99e4
  Additional Information 4:      99e4a23ce169538f60328bd54019733a

1)Not using a High Contrast theme
2) Using native display resolution 2650x1600

Each time I change the BrowserSelected value to: "Microsoft Internet Explorer" or just "Internet Explorer" and attempt to run-->Described error occurs-->"Mozilla Firefox" reappears in BrowserSelected.
I also  tried turning off ClearType and "Smooth Edges of Screen Fonts" with all other customizations unchecked in the Control Panel/System/Advanced system settings/Performance Options/Visual Effects.
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by:Joe Winograd, Fellow&MVE
Hi Mike,
Thanks for the update, which leads to numerous thoughts:

(1) BrowserSelected may, indeed, be the issue, but maybe there's something wrong with PP14.6 that is causing the value you enter not to stick, which does not usually happen with PP14.5.

(2) Your comment #2 about using the native display resolution of 2650x1600 is not what I meant by DPI (btw, that's probably a typo...you likely meant 2560, not 2650). The DPI is in Control Panel>Display. It sometimes shows 100%, 125%, and 150%, in which case, pick 100%. It sometimes shows a slider from Smaller to Larger, in which case, pick Smaller (at the far left of the slider).

(3) There are many reports of PaperPort having problems with very high-res monitors. Test changing the resolution to 1920x1200 or 1920x1080 to see if that works. I realize that not using the best resolution of your monitor isn't a permanent solution...I'm simply suggesting it as a troubleshooting step.

(4) Try the so-called AppCompatFlags\Layers fix that I explain in this other EE article:

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

Even though you're not getting that dialog, it could still be the problem.

Let me know how all of this goes. Regards, Joe
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Expert Comment

by:cushlomockree
Hi Joe,
I checked out Control Panel\All Control Panel Items\Display--Magnifier slidebar set to "smaller" =100%.
Tried reducing to 1920x1200 res.--same error
RE: reg entry for AppCompatFlags\Layers:
HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\CurrentVersion\AppCompatFlags\Layers --does not exist (Layers)
HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\AppCompatFlags\Layers -- deleted entry for PaprPort.exe--still got same error
HKEY_LOCAL_MACHINE\Software\Wow6432Node\Microsoft\Windows NT\Current Version\AppCompatFlags\Layers (no entry for PaprPort.exe--only Roxio programs.

Installed on Hyper-V Windows 7 Ultra VM--NO ERROR at 2560x1600 (RDP) or native Hyper-V connect 1600x1200
Installed on Hyper-V Windows 8.1 Enterprise VM--NO ERROR at 2560x1600 (RDP)
Installed on Hyper-V Windows 10 Enterprise VM--NO ERROR at 2560x1600 (RDP)
Installed on this machine* booted to Windows Server 2016 on another SSD--same error occurs as in Server 2012 R2
Installed on this machine booted to Windows 8.1 on another SSD---NO ERROR at 2560x1600

Looks like PaprPort.exe has some incompatibility with Servers 2012 R2 and 2016.
At first I thought it was the display drivers (Intel HD Graphics 4600 and NVIDIA Quadro K3100M) that don't come in to play with VM's,
but the fact that it works on a bare machine Windows 8.1 boot with the same drivers as  Server 2012 R2, mean it has to be some other factor.
* Dell Precision M6800, 3 SSD's, 32GB RAM, Intel HD Graphics 4600 and NVIDIA Quadro K3100M, Intel Core i7MX CPU

Thanks,
Mike
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by:Joe Winograd, Fellow&MVE
Hi Mike,
My guess at this point is that PP14.6 is the culprit. I just installed PP14.5 on WS2012R2 and it works fine:

pp14.5 on WS2012R2
That was before installing Patch 1. I then installed Patch 1 and it still works fine.

Here's an idea. Download the PP14 Pro 15-day free trial from the Nuance website:
https://www.nuance.com/print-capture-and-pdf-solutions/optical-character-recognition/paperport-for-pc/trial-version.html

I just did that, unzipped the download, and see that the install files are dated October 2011, which means that it is PP14.0. I wouldn't want you to use that on a permanent basis, but as a troubleshooting step, it will be interesting to see if it works on your WS2012R2.

Another idea is to download PP14.5, as I explain in another one of my EE articles:
PaperPort 14 - Free Upgrade to Version 14.5

That's the version that I just installed on WS2012R2, along with the Patch 1 update, as I show in another one of my EE articles:
How to install the Patch 1 update for PaperPort 14.5

I don't know if your PP14.6 serial number will work with that download or if it is legal to do so...you're on your own to determine that. Regards, Joe
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Expert Comment

by:cushlomockree
Thanks Joe,
I've created an incident with Nuance using the serial number from one of the installations that worked. The HP CD supplied had no serial #'s, but the # was located in the Help/About dialog. Ironic, since I would never have been able to access it if I hadn't been able to open it on one of the VM's.
I'll let you know what happens (if anything).
Regards,
Mike
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by:Joe Winograd, Fellow&MVE
You're welcome, Mike, and thanks to you for the update. TIA for letting me know what Nuance says. Regards, Joe
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Expert Comment

by:cushlomockree
Hi Joe,
Nuance Tech support wanted to charge me $40 to ask a question while they are selling the product for $70 (reduced from $200).
They said I should call HP....; that the serial number on the product I just purchased had expired in 2017. I guess SN's have a short shelf life.
Since all the HP scanner software works fine, maybe I'll let the Nuance stuff go by the wayside.
Thanks again,
Mike
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by:Joe Winograd, Fellow&MVE
Hi Mike,

> Nuance Tech support wanted to charge me $40 to ask a question

Unfortunately, that's their business model these days.

> They said ... that the serial number on the product I just purchased had expired in 2017. I guess SN's have a short shelf life.

I think what they meant is that Technical Support for that serial number expired in 2017. I believe that all PaperPort serial numbers are perpetual, in terms of product usage.

> maybe I'll let the Nuance stuff go by the wayside

Before doing that, you may want to give the 15-day trial a spin (explained in my post on Monday). I still suspect that it's a 14.6 issue, and that 14.5 would likely work (although, as I mentioned in Monday's post, the trial download seems to be 14.0). Regards, Joe
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Expert Comment

by:cushlomockree
>>I think what they meant is that Technical Support for that serial number expired in 2017. I believe that all PaperPort serial numbers are perpetual, in terms of product usage.

No mechanism to synchronize registration as a user coupled with use of the S/N, and it does seem like old stuff. It installed run times for VS2005 and VS2008.
Maybe I'll give your method a try. I like old stuff.
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Expert Comment

by:cushlomockree
Uninstalled 14.6 and installed 14.5 (Standard) and the patch from the locations you indicated--exact same problem.
When you installed on Server 2012 R2, was it Professional or Standard?
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LVL 63

Author Comment

by:Joe Winograd, Fellow&MVE
PP14.5 Professional. At first, without Patch 1...worked fine. Next, with Patch 1...also worked fine.
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LVL 63

Author Comment

by:Joe Winograd, Fellow&MVE
Mike,
I'm leaving my office now for a few hours, I'll check back into the thread as soon as I return to see how you're doing. Regards, Joe
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Expert Comment

by:cushlomockree
Joe,
Just for the heck of it, I applied the registry fix to the newly downloaded+patched installation at
HKEY_CURRENT_USER\Software\ScanSoft\PaperPort\PaperPort User Preferences\BrowserSelected
This time it worked, and the value did not revert.
Thanks for all your help.
Mike
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LVL 63

Author Comment

by:Joe Winograd, Fellow&MVE
> I applied the registry fix

Ah, that's good thinking!

> newly downloaded+patched installation

Do you mean PP14.5 with Patch 1?

> This time it worked, and the value did not revert.

That is great news!

> Thanks for all your help.

You're very welcome. I'm glad that we finally got it worked out. 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...the right one currently has a 33 in it...hopefully, you'll be #34). Regards, Joe
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Expert Comment

by:cushlomockree
Yes.  PP14.5 with Patch 1. (Files: PaperPort 14.5 Standard.exe + Patch1__PP14USTD_13264__v4.exe--used 'Standard' since that is the version supplied by HP and to which the S/N applies. S/N was accepted as valid.)
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LVL 63

Author Comment

by:Joe Winograd, Fellow&MVE
> Yes. PP14.5 with Patch 1.

OK, looks like my suspicion about 14.6 being the culprit may be right.

> used 'Standard' since that is the version supplied by HP and to which the S/N applies. S/N was accepted as valid.

Ah, also good thinking! It's great news that the HP SN for 14.6 was accepted for 14.5.

This has been a very interesting issue, Mike...I learned some good stuff along the way. Thanks for your prompt, continued involvement in the thread...always a pleasure to help folks who do that. Thanks, too, for endorsing the article...much appreciated! Regards, Joe
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LVL 27

Expert Comment

by:Andrew Leniart
Hi Joe,

I went hunting through your PaperPort related articles because of my copy of PaperPort 14.5 started crashing in the way you describe here - the splash screen would pop up for about 10 seconds (from an SSD Drive) and then just disappear, yet no PaperPort. Frustrating!

I followed the steps in the article which gave instructions on using the CheckPPFolders utility (boy, did that take a long time - many hours in fact as I'm a heavy user of PaperPort folders) but no joy, so I returned back to this article.

In my case, I had Google Chrome set in the

HKEY_CURRENT_USER\Software\ScanSoft\PaperPort\PaperPort User Preferences\BrowserSelected

registry key, so initially dismissed that as a cause because it wasn't Firefox. Out of desperation, I renamed Google Chrome to xxx and lo-and-behold, PaperPort opened!

I then closed PaperPort again and changed the BrowserSelected Key to Microsoft Internet Explorer and sure enough, it opened again, albeit taking about 15 seconds to finally open.

So you can add "Google Chrome" as yet another browser entry that will cause PaperPort to exit and not open after displaying the splash screen :)

My system config:
Windows 10 Pro - Version 1809 (OS Build 17763.316)
Default Windows 10 Browser - Google Chrome

Hope that info helps a bit. Thanks again for this article - the problem was driving me crazy!
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LVL 63

Author Comment

by:Joe Winograd, Fellow&MVE
Hi Andrew,

Wow! That's a new one...haven't seen it before...you're the first...congratulations! :)

Thanks for posting to let the PaperPort community know about this...could help a lot of folks. Much appreciated, Joe
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