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Paperport 14 stopped working. I did nothing to cause this.

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Last Modified: 2018-07-15
Hello Randal,

Thanks for the email, however I don’t think I have joined your service.  An article by your Joe Winograd came up when I was searching for how to fix an issue with my scanner & Paperport 14.  Unfortunately, having followed his various suggestions I am no further along, other than now I have uninstalled the old Paperport so may be royally in a pickle.

I am not an IT professional so not eligible for membership of your community.  I am just someone who uses a PC and wishes we could go back to the olden days when you installed software from discs and the PC just happily went along until you decided to do something to it.  Nowadays I feel like I would be justified sending a monthly invoice to Microsoft for all the work they make me do trying to figure out how to sort the issues caused by their latest ‘helpful’ update.

Please give my best to Mr Winograd.   In case he’s still interested in Windows 10 and Paperport, here’s what happens when I try to installed 14.5 from the link provided in his article:

This runs:

 

Then I’m asked to select my language and this pops up (normally in English – must have accidentally clicked Deutsche this time!):

 

I’ve done a Windows uninstalled and the special Nuance uninstall, rebooted between each stage and still the same as above.

I did also download the patch (Patch 1) which he suggested but guess there’s not a lot I can do with the patch if I can’t get the .exe to run.

I am now going away to have a little cry.

How’s the weather in San Luis Obispo?  Small world you being based there. I have never visited but am coming in August as my best friend in the whole world in being married in Cayucos.

Kind regards,
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Joe WinogradDeveloper
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Commented:
Hi Ruth (and, please, call me Joe),

> I don’t think I have joined your service

You did, indeed, join Experts Exchange yesterday, so let me say — Welcome Aboard!

> An article by your Joe Winograd came up when I was searching for how to fix an issue with my scanner & Paperport 14.

I have published many articles and videos here at Experts Exchange about PaperPort, so I don't know which one you're talking about. Based on that comment, it's possible that you mean the article about the PP14 Scanner Connection Tool:

PaperPort 14 Scanner Connection Tool - Fix Scanning Problems in PaperPort 14

> Unfortunately, having followed his various suggestions I am no further along, other than now I have uninstalled the old Paperport so may be royally in a pickle.

If you uninstalled PaperPort, you may be talking about this article:

PaperPort 14 - Free Upgrade to Version 14.5

You're not in a pickle...yet. You should be able to install PP14.5 (with your PP14 serial number) by following the instructions in the article mentioned above. If not, we'll troubleshoot it.

> I am not an IT professional so not eligible for membership of your community.

You do not have to be an IT professional for membership in EE. Indeed, you are now a member!

> Please give my best to Mr Winograd.

You just did. :)

> In case he’s still interested in Windows 10 and Paperport

Yes, I'm still interested in PaperPort (in W10 or any version of Windows). In fact, I published two new articles here at EE about PaperPort in the last 10 days:

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

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

> here’s what happens when I try to installed 14.5 from the link provided in his article:

Nothing follows that comment. I presume you meant to embed a screenshot. Please try again. With your mention of W10, you may be talking about this other article:

PaperPort 14 in Windows 10 - A First Look

Please let me know which article(s) you're talking about.

> This runs:

Once again, nothing follows that comment.

> Then I’m asked to select my language and this pops up (normally in English – must have accidentally clicked Deutsche this time!):

One more time...nothing follows that comment.

> guess there’s not a lot I can do with the patch if I can’t get the .exe to run

In order to install Patch1, PP14.5 must be installed.

> I am now going away to have a little cry.

Chin up, wipe away the tears, and let's get to work.

Regards, Joe
Ruth France (nee Betts)Management Board Chair

Author

Commented:
Hello Joe!
Thanks for the cheery response.  I did wonder whether this platform would cull the pictures.  The text is from an email I sent to Randal in replying to his welcome email. I attach this email as a PDF so you may see the screen grabs.
Your articles which I have endeavoured to follow are:
https://www.experts-exchange.com/articles/17490/PaperPort-14-Free-Upgrade-to-Version-14-5.html
https://www.experts-exchange.com/articles/22419/How-to-install-the-Patch-1-update-for-PaperPort-14-5.html

I have the Paperport 14.5 .exe and the patch downloaded to my desk top but haven’t managed to get further than the dialogues shown in the attached PDF.  I have also uninstalled all scanner drivers (I have Xerox Documate 3220) and reinstalled latest which I downloaded from the Xerox site.

Kind regards from jolly old England.
EE.pdf
Joe WinogradDeveloper
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Commented:
Hi Ruth,
Thanks for the PDF — very helpful! In the future, to embed images in posts here at EE, another one of my articles should help you:

How To Embed Screenshots in Posts

I don't know German, but with the aid of Google Translate, it seems that the installer thinks that there is an earlier version of PaperPort on the system. I'm certain that the English version of your dialog is this:

PaperPort installer detected previous installation
Yes, I've gotten it myself. :)

Your original post says that you did a Windows uninstall and "the special Nuance uninstall", by which I presume you mean the PP14 Remover Tool, as documented in my PP14.5 upgrade article. As mentioned above, I've seen this before...where the installer thinks that a previous version is still there, even though a proper uninstall has been done. I've never found a way to get around the glitch in the installer on this, but I did find a way to get PaperPort installed. I need to leave my office right now for a few hours, but will provide you with the solution when I return. Hang in there! Cheers from the other side of the pond, Joe
Ruth France (nee Betts)Management Board Chair

Author

Commented:
Hi again Joe.

Yes...it was the PP 14 Remover Tool I was referring to as 'Nuance uninstaller. I located the Remover Tool via the  li k I  your article. I have run it though also have it saved to my desk top in case I need to run again. Likewise the patch you mentioned in the article.

And that is the English version of the msg from the installer which I included in German.

Thanks for your support so far. I should be able to respond to any further clarifications or directions tomorrow though pls bear with me if you don't hear back until Wednesday as I have a couple other things to sort tomorrow.

Best, Ruth
Joe WinogradDeveloper
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Commented:
> Yes...it was the PP 14 Remover Tool

OK, good to know.

> also have it saved to my desk top in case I need to run again

Good thinking!

> pls bear with me if you don't hear back until Wednesday

That's actually good for me, as I wasn't able to get to it today, and then I decided that it would make for a nice article, which will take more time to pull together properly. Wednesday is a good target for publication of the new article. Regards, Joe
Ruth France (nee Betts)Management Board Chair

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Commented:
Roger that. Thanks again.
Joe WinogradDeveloper
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Commented:
You're welcome. Made good progress on the article, but not done yet. Hope to finish it today, but will be very late your time (with our 6-hour time difference). Cheers, Joe
Joe WinogradDeveloper
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Commented:
Hi Ruth,
The new article is done:

PaperPort will not install - the installer detected a previous installation

I'm very confident that the method in it will allow you to get PaperPort installed, although I can't guarantee it. I'm sure you're familiar with the "YMMV" mantra. :)

I made the new article largely self-contained, but you should keep these other publications in your hip pocket:

(1) Article for getting the PP14.5 installer:
PaperPort 14 - Free Upgrade to Version 14.5

(2) Article for getting the Patch 1 update:
How to install the Patch 1 update for PaperPort 14.5

(3) Article to fix scanning problems (fine to install even if you don't have scanning problems):
PaperPort 14 Scanner Connection Tool - Fix Scanning Problems in PaperPort 14

(4) If you are a Firefox user, this article is crucial:
What to do when PaperPort crashes, hangs, or fails to start - popular fix for Mozilla Firefox users

(5) Since you're on Windows 10, the Tips in this article may come in handy:
PaperPort 14 in Windows 10 - A First Look

(6) If it won't start and everything else fails, try this article and video (try the video first, as corrupt metadata is a more common problem than the ones in the article):
What to do when PaperPort crashes, hangs, or fails to start - display settings and non-existent drives
What to do when PaperPort crashes, hangs, or fails to start - delete metadata with CheckPPFolders

With some luck, none of those auxiliary articles/video will be needed, and the new article by itself will get your PaperPort up-and-running. Regards, Joe
Ruth France (nee Betts)Management Board Chair

Author

Commented:
Hey Joe,

This is Ruth again, not Mr Hendrix.  Sorry I bet you get that all the time!

I have completed the first step and feel sooo proud of myself as I did this via the approach you describe as for the 'more experienced user who knows how to …...'

I've had a pretty heavy schedule these last two day so am trying to fit this into the free mins that come up thru the day.  For this reason I will leave executing the next critical steps until tomorrow (or maybe even the weekend...….) However I will work thru your work around and am sure will be sorted after that.  

Will report back as soon as I'm done.

That's all for now other than, many thank again for your help so far.  

Best regards,

Ruth
Joe WinogradDeveloper
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Commented:
Hi Ruth,

> feel sooo proud of myself as I did this via the approach you describe as for the 'more experienced user who knows how to …...'

Indeed, you should feel proud! It's better that you have them unzipped in a separate folder rather than jumbled in with all the other junk that's always in the \Temp\ folder.

> I've had a pretty heavy schedule these last two day so am trying to fit this into the free mins that come up thru the day.

I hear you on that!

> For this reason I will leave executing the next critical steps until tomorrow (or maybe even the weekend...….)

No rush on my end...I'll be here to help if and when you need it.

> Will report back as soon as I'm done.

Looking forward to your report.

> many thank again for your help so far

My pleasure. Cheers, Joe
Ruth France (nee Betts)Management Board Chair

Author

Commented:
Hello again Joe,

Now I really am getting very tired and emotional!

First, thought I had fallen at the first hurdle.  I launched the PaperPort.exe but don't have a serial number as PaperPort was bundled in with my scanner.  I'm 99% sure I didn't have a disc; just downloaded software from the Xerox support site. However I clicked thru and the InstallShield seemed to chug along quite happily.

I’ve then followed all your steps in main and associated articles, including running all the EXE and MSI files in prerequisites as hadn't got myself up and running after the patch. (DK if this is relevant, but I only saw a positive ‘update is complete’ after running ‘vcredist2010_x64’. )

I now have a PaperPort shortcut on my desk top and can see the programme on my start menu and in C:\Program Files (x86)\Nuance\PaperPort.  However, still can't get the blooming thing to launch.

What I don’t understand though is that the ‘date created’ and ‘date modified’ fields for PaprPort.exe within C:\.........\PaperPort are 2015 rather than 2018.  Does this mean I still have issues with the old version uninstalling properly?  Or is it simply that I can’t get anywhere without a serial number to prove I am a legitimate users of the software?

I will drop a line to Xerox to ask, but don't hold out much hope as I their 'support' function has proven to be something of a misnomer in my limited experience!

Best wishes,

Ruth
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Commented:
> PaperPort was bundled in with my scanner

Oh, that's very likely the problem. Nuance does many OEM deals with scanner and all-in-one device manufacturers, and it's possible that some of those bundled copies are treated like a retail version (depending on the deal), but I believe that most (probably, almost all) of them are identified as OEM/bundled copies, which means that you can't use those downloads with them...you can use them only with retail versions of PaperPort.

> However I clicked thru and the InstallShield seemed to chug along quite happily.

I never tried to install without an SN. I suppose that it may install, but it will be useless, as you won't be able to activate it. It will allow a few runs (five, as I recollect), but after that, you won't be able to run it.

> running all the EXE and MSI files in prerequisites

Probably not necessary, but shouldn't hurt. It's almost surely not the reason why it doesn't work.

> now have a PaperPort shortcut on my desk top

What happens when you run it?

> What I don’t understand though is that the ‘date created’ and ‘date modified’ fields for PaprPort.exe within C:\.........\PaperPort are 2015 rather than 2018.

Yes, that's correct. The ZIP archive contains the time stamps of the zipped files, not the date-time when you extracted them. My PaprPort.exe file has Created and Modified time stamps of 18-March-2015 16:24:36.

> Does this mean I still have issues with the old version uninstalling properly?

No! That's the latest version.

> Or is it simply that I can’t get anywhere without a serial number to prove I am a legitimate users of the software?

Correct!

> drop a line to Xerox to ask

I'm pretty sure Xerox won't be helpful. Your best bet at this point is to buy PaperPort 14.0, which is reasonably priced, but don't install it. Just use its serial number and follow all my steps to install PP14.5, Patch1, and the Scanner Connection Tool. PP14.0 Professional is £96.41 at Amazon UK, but I'm sure that the Standard edition will be fine for you, and it is only £49.99 at Amazon UK. One of my other Experts Exchange articles has a link to the comparison matrix of PP14 Standard and PP14 Professional, with a tip on how to overcome one of the shortcomings in the Standard edition:
PaperPort - How To Achieve More Than Five Scanning Profiles in the Standard Edition

I really think that Standard will be fine for you, unless you are using shared network folders...in that case, it's important to have the Pro edition. Regards, Joe
Ruth France (nee Betts)Management Board Chair

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Commented:
I was using a bundled in software and forgot there's no such thing as a free lunch.  As per Joe's suggestion I will invest in the 'real' software then I am sure I will be up and running again.
Ruth France (nee Betts)Management Board Chair

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Commented:
PS  Joe - I'm sorry I failed to mentioned that I was running on bundled in software.  That could have saved us both a bit of time.
Joe WinogradDeveloper
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Commented:
> I will invest in the 'real' software then I am sure I will be up and running again.

Good call, Ruth. If you have any trouble getting the retail version running, come back here and I'll help you through it.

> I'm sorry I failed to mentioned that I was running on bundled in software.

And I'm sorry that I didn't mention it in the article. This exchange has inspired me to update the PP14.5 article with a paragraph about bundled/OEM versions. Although it will come too late for us on this thread, it will hopefully save some time for other folks in the future.

Please post back here to let me know how it goes with your retail version. Cheers, Joe