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

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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.

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

26
Comment
58 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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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
0
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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
0

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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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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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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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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Author Comment

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
1

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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Author Comment

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
1

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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Author Comment

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
1

Expert Comment

by:evtse
Thanks for the tip Joe. Worked like a charm. Saved me reinstalling. Perfect.
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Author Comment

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
0

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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Author Comment

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!
0
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Author Comment

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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Author Comment

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
1

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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Author Comment

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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