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

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Experience Level: Beginner
5:22
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.
Please read the paragraph below before following the instructions in the video — there are important caveats in the paragraph that I did not mention in the video.

If your PaperPort 12 or PaperPort 14 is failing to start, or crashing, or hanging, it may be because of corrupt metadata (likely) or corrupt data files, such as bad PDFs (much less likely, but possible). This video Micro Tutorial shows how to use a utility called CheckPPFolders that ships with all releases of PaperPort 12 and PaperPort 14. CheckPPFolders is able to remove all PaperPort metadata, as well as identify problem files that may be causing PaperPort to crash, hang, or fail to start. PaperPort will rebuild the metadata, but there are two caveats. First, Folder Color and Folder Notes are in the MaxDesk.ini files, so you will lose those — and there's no easy way to retain the colors and notes. Thus, if you make heavy use of Folder Color and Folder Notes, you may want to uncheck them in the metadata cleaner dialog (see the third checkbox in the last screenshot in Step 2 below), especially since it's unlikely for those metadata files to be the culprit. Second, rebuilding all of the metadata is fast, except for the SearchVerity folders, which are the indexes for All-in-One Search. Rebuilding those can take a very long time, so you may want to try not removing them, at least the first time that you run CheckPPFolders (see the fourth checkbox in the last screenshot in Step 2 below).

Video Steps

1. Find the CheckPPFolders.exe file


Use Windows/File Explorer (or whatever file manager you prefer) to browse to this file on 64-bit Windows:

c:\Program Files (x86)\Nuance\PaperPort\CheckPPFolders.exe

or this file on 32-bit Windows:

c:\Program Files\Nuance\PaperPort\CheckPPFolders.exe

Step1
It's a good idea to make a shortcut to it via right-click/Create shortcut. Windows will say that it can't create a shortcut there and will offer to place it on the desktop instead.

2. Run CheckPPFolders.exe to remove the metadata


With PaperPort closed, run CheckPPFolders.exe and select the "Remove PaperPort meta-data..." button.

Step2
Check all of the metadata boxes (but see the two caveats to this in the opening paragraph above) and then click the Analyze button.

Step2a
Click the Clean button and when it is finished removing the metadata, see if PaperPort works.

If so, you're done; if not, proceed to the next step.

3. Run CheckPPFolders.exe to look for problem files


With PaperPort closed, run CheckPPFolders.exe and select the "Search my PaperPort folders for problem files..." button.

Step3
When it is finished identifying problem files and taking action on them, see if PaperPort works.

If so, you're done; if not, the problem goes beyond corrupt metadata or bad data files.

4. Look elsewhere for the problem


Sorry to say, but if you've reached this step, CheckPPFolders is not going to help in your case — you'll need to look elsewhere for the problem.

If you find this video to be helpful, please click the thumbs-up icon below. Thank you for watching and have a great day! Regards, Joe
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