Theme: Installation problems
Q:

How can I run the HP Scanjet 8300 driver installers on OSX 10.5 Leopard?

A:

(1) Mount the disk image containing the HP scanner software.
(2) Control-click to "show package contents."
(3) Navigate within the package to a folder called "sub installers."
There will be a series of installation apps in there, all of which work in Leopard.
Run those, one at a time, and then you should be set.



Q:

I have problems installing SilverFast on my Mac OSX system.
Which SilverFast versions are working on which Mac OSX systems?

A:

SilverFast 6.6 is running on Mac OSX 10.3-10.6.
SilverFast 6.6 or older is not running on Mac OSX 10.7 Lion.

SilverFast 8 is running on Mac OSX 10.5-10.7.
SilverFast 8 is natively running on Mac OSX. Therefore, it is not running on PowerPC Macs.


However, please check compatibility for your individual device here.



Q:

My SCSI scanner is not found by SilverFast.
I am using Windows. What do I do next?

A:

Most often this problem is caused by missing ASPI layer drivers. Simply install these and you scanner will be accessible.

You can get the necessary APSI drivers from our website menu > Download > Other.
First you want to check out the ASPI Drivers for Windows 98/ME/NT/2000/XP Version 4.72a2.

After downloading, please execute the self-extracting archive aspi_v472a2.exe.
As a result you shall get a folder C:\adaptec with the contents of the archive.
Next you want to open the Windows Explorer and navigate to that directory.
Launch the Adaptec ASPI Installer aspinit.exe. This program does install general ASPI layer drivers, compatible with most SCSI cards, not only Adaptec ones.

Finally please reboot your computer system.

If you like to check the installation, there's the utility aspichk.exe also to be found in that directory, which will give you something like:

All four components have to be listed.
Please note also the final result "ASPI is properly installed and fully operational".

In the unlikely case that this didn't improve the situation, you might want to try the ASPI drivers v. 4.6 and read the following article on SCSI IDs.



Q:

My SCSI scanner is still not found by SilverFast.

A:

Please check if the problem does also occur if you use a different free SCSI ID.

With most SCSI scanners you are able to select a SCSI ID from 0 (or 1) to 6 on the back of the device (where you plug in the power cord). After changing the ID it is necessary to reboot both, scanner and computer system.

After rebooting please check again, if scanner and SCSI controller are displayed as being properly installed in the Apple System Profiler (under Mac OS), respectively in the device manager and in the control panel item "scanners and cameras" (under Windows).

With many scanners the IDs 2 or 5 work best. The reason behind this lies in the algorithms used by SCSI controller cards and operating systems and resulting timing issues when addressing devices on the SCSI bus.



Q:

SilverFast crashes / causes kernel panic under OSX 10.3 or higher.
I have an Adaptec SCSI controller installed.

A:

Adaptec and Panther/Tiger do not go very well together. Adaptec even canceled support for all Mac OS.
While Adaptec chose to remove their knowledgebase entry Answer ID 11052, here's how it originally read.

Some customers claimed that de-installing Adaptec drivers they did install formerly to their OSX made their SCSI controllers work again, however, even under OSX Tiger - it might be worth a try.

SilverFast testing center experienced severe SCSI detection problems with OS X 10.3.0 and 10.3.1.

The update to 10.3.2 made Panther somewhat more compatible with some SCSI controllers, however, still not smooth as things have been in Jaguar 10.2.8 (cf.: IOSCSIDeviceInterface not supported under Panther).

Apple explicitely changed things that caused SCSI problems in 10.3.3 that should be rectified with an update to 10.3.4.
There is no notion concerning SCSI in the 10.3.5 release notes and beyond including 10.4.2.

We found SCSI controller cards by Acard to be very compliant with a wide range of SCSI scanners, especially the 6712TUM and 67160M /67162M (for G5) models.

Alternatively, you might be interested in SCSI-to-Firewire converters like the Ratoc FR1SX or the Belkin F5S451U. We had positive testing experience with both converters, too.

Also, there's a guide to reactivate the lost SCSI API from Jaguar in Panther and Tiger, if you'd like to try this at home.



Q:

It seems I can only use one USB or firewire (/IEEE1394) scanner at a time in Windows.
Why is this so?

A:

Please disconnect all non-essential USB and firewire devices, most importantly: other scanners, multi-purpose printers (with a scanning facility), webcams and digital cameras with webcam functionality, in some rare cases even graphic tablets from your computer and restart Windows.

Windows has got troubles when multiple devices are communicating with it using the virtual device driver USBSCAN.SYS.

For more information about this topic you might want to have a look at the article You Cannot Simultaneously Use Multiple USB Scanners in Windows XP (article ID 324756) in the Microsoft knowledge base).

The very same holds true for multiple firewire scanning devices:
Some Devices Are Not Recognized When You Use Multiple IEEE 1394 (FireWire) Devices
An IEEE 1394 device drive may stop working when you turn on another IEEE device in Windows XP
This time it is the 1394SCAN.SYS which cannot be loaded multiple times.

After a reboot, the drivers of the disconnected drivers won't get loaded and you might experience the problem is gone.
You then can try to - one device after another on a given system boot - to reconnect the devices until you catch the 'culprit'.



Q:

Scanner isn't found on an Apple Macintosh OSX system.
An Apple iSight web camera is connected to the Mac.

A:

Please disconnect the iSight web cam and restart your Macintosh.

The iSight's drivers don't seem to be programmed to be very cooperative with other imaging devices' drivers.



Q:

When I try to install SilverFast, the installation process breaks giving me an error message "error creating folder 1008:9,-61". What can I do?

A:

You want to download and install the latest update for your version of SilverFast from our website. This shall resolve your problem. Please note that you will need your original SilverFast CD in the optical drive when serializating the software.



Q:

My Plustek OpticFilm 7200 isn't found by SilverFast and/or Windows. How can I solve this problem?

A:

The reason probably is that the drivers distributed with your scanner and installed by the Presto PageManager software are outdated because the scanner has a more recent firmware.

Please download first the most recent device drivers for your Plustek Opticfilm 7200 scanner from Plustek's website.

Log-on as an administrator to your Windows system, if your aren't already.
Delete the installed SilverFast software and then install the downloaded drivers.

Please reboot your system now, again logging on as admin. You want to download the latest version of SilverFast for your scanner from our website and install it, too.

After another reboot, please check if your scanner is displayed in both, device manager (from control panel "system" > "hardware") and control panel (under "scanner and cameras").

If everything does look promising, please check if SilverFast can now connect to your scanner. In case the problem still exists, please contact the SilverFast support team a detailed description of how the scanner is connected to the computer (e.g. directly or using a hub, how long is the extension cable, USB 1.1 or 2.0 connection, etc.).



Q:

My PIE Primefilm 1800 isn't found by SilverFast and/or Windows. How can I solve this problem?

A:

Please download and expand this ZIP file. The resulting folder contains files that need to be copied to varying directories.

In the following guidelines, I suppose that you are using Windows XP or 98. For Windows 2000, please exchange /windows/ in the paths with /winnt/.

It may well be that you need to make some system folders visible to the Windows Explorer before you can copy said files into them:
Choose "Tools" > "Folder options" > "View" from the Explorer's menu bar. Then please apply:
- hide protected system files: disabled
- show contents of system folders: enabled
- show hidden files and folders: show all
I recommend also, you want to disable "hide known file extensions".

Then please copy:

usbscan.sys > c:\windows\system32\drivers
1394scan.inf > c:\windows\inf
all other files > c:\windows\system32

Now you are ready to update the driver again:

(1) Windows key + Pause (or: open "System" from the control panel)
(2) Hardware > Device Manager
(3) Imaging device > unknown device > right-clicking > Properties
(4) Driver > Update driver
(5) Don't let Windows choose the device automatically, but choose the appropriate device yourself.
(6) The INF file necessary for the driver is named "1394scan.inf" and is most probably already located in the directory c:\windows\inf
Please note: Even when the scanner is connected to USB (instead of firewire / IEEE1394) you need to use this INF file.
(7) How the scanner you want to choose is named, unfortunately depends on the exact model, and thus a single name can't unfortunately be given here. Please try in this order "USBScanner", "1800FilmScanner", "FilmScan 1800", "3600FilmScanner", "FilmScan3600", "PF1800AFL (USB)".
(8) To complete your driver installation, restart Windows.

Check in the device manager if the scanner can now be detected.



Q:

SF_Launcher How can I install SilverFast Stand-Alone when I do NOT have a copy of Adobe Photoshop?

A:

Although Photoshop is not installed on your system, simply run the SilverFast "Photoshop plugin" installation.
The SilverFast installer will (unsuccessfully) search for a Photoshop Plug-in folder and will then decide to only install SilverFast into the "SilverFast Application" folder inside the system's "Applications" folder.



Q:

Error 1931 Windows
Error message 1931"...could not update msmusd.dll..." during SilverFast installation.

A:

This error may occur on Windows 2000 systems. The reason for this is that the SilverFast Installer wants to install a different version of the 'msmusd.dll' file.
As this is a "Windows protected" file (WFP feature) this file can not be changed by the SilverFast installer and is therefore a fault in the installer.
Get a newer SilverFast 6 version off the web and this error will not occur.

If the update still produces the error, delete the MSUSD.DLL from c:\windows\system32 and run the SilverFast update installer again.



Q:

Message "Error loading USBmanagerlib" - I have looked in extensions, but there is no such file.
I cannot update my Macintosh OS to 9.2.2 due to technical problems and am stuck with OS 9.1.

A:

If your USB device or your USB device's driver is requesting a file called "USB Manager" and/or the "USBManagerLib" file, this means that

  • your USB device is incorrectly looking for these files or ...

  • In pre-release version of Apple's USB software, an extension called USBManagerLib was required to access any USB features. The release version of Apple's USB software, version 1.1 and later, includes the USBManagerLib extension's functionality however the USBManagerLib file is no longer a separate file.
  • Some USB devices and their software still request the USBManagerLib file even though this file does not exist. In most cases, getting an updated installer or software from your USB device's manufacturer is all that is needed to remedy this.
Solution to some of the problems sketch out above:
You might want to try http://docs.info.apple.com/article.html?artnum=31132 to get the missing file.

Sometimes the installer wouldn't let you install the files. A solution for this problem had been presented in Apple's OS 9 user forums.



Q:

SF_Launcher vs. Multi User SF_Launcher has no rights to open SilverFast! Why ?

A:

SF_Launcher is a little "plug-in launcher" that will be installed in the "applications" folder of your system.

Since Version 2.0.3 the SF_Launcher is Multi User Ready



Q:

SF_Launcher vs. Photoshop
If I am using Adobe Photoshop, do I also need to run the SF_Launcher?

A:

SF_Launcher is used to run SilverFast products when you either do not have Photoshop or you do not need the full functions of Photoshop.



Q:

There is a folder "Photoshop Plug-in" and a folder "TWAIN Plug-in" on my SilverFast CD. Both have a software installation file. Which one do I need to install ? Do I have to install both?

A:

Only one of the two installations is necessary. SilverFast exist - on every CD - in two variants: one is tailor-made to the application "Photoshop" - from Adobe, and the other one is a universal module that will communicate with all host-applications that support the TWAIN interface standard.

"TWAIN plug-in", communicating with your image processing software via the TWAIN interface standard. You need to install this one, if you DO NOT HAVE the image processing software "Adobe Photoshop".

If you DO HAVE the image processing software "Adobe Photoshop" (or Photoshop Elements) it is recommended to install SilverFast as a native Photoshop Plug-in module, which is the installer inside the "Photoshop plug-in" folder on the SilverFast CD. This software communicates only with "Adobe Photoshop" or "Photoshop Elements". Compatibility with other host applications cannot be guaranteed by us.



Q:

Is my SilverFast version compatible to Photoshop 7?

A:

SilverFast software for Macintosh is compatible with Adobe Photoshop 7 since SF version 6.0.1 or higher.



Q:

Is my SilverFast version compatible to Photoshop 6?

A:

SilverFast software for Macintosh is compatible with Adobe Photoshop 6 since SF version 5.2.0 or higher.



Q:

SilverFast does not find the Photoshop-plugin folder , or the installer does not display my Photoshop as an option to install SilverFast into.

A:

If you're using OS 9, please make sure you have the latest "carbon-libraries" installed. This is available as a download from Apple's website, or via the "software-update" control panel.
The SilverFast- installer looks for a file called "Twain", to locate the import-export folder of your Photoshop installation. If this file is missing , the installer won't recognize your Photoshop installation (please re-install Photoshop in this case). If this file is in the trash, SilverFast will also instal into the trashcan (Please move the file back and run the SilverFast- installer again)



Q:

Where can I find the SF_logfile where SilverFast logs system information for technical support?

A:

The "SF_logfile" text file from the SilverFast Photoshop plug-in module is stored in the same directory where the SilverFast program file is installed:

Windows = <"drive"> ...Adobe / Photoshop / Plugins / Import-Export /
newer SilverFast versions have a different place to store the logfile (Windows 2000 and XP only) :
Windows = <"drive">Documents and settings\username\aplication data\LaserSoft Imaging

Macintosh = <"drive">...Adobe / Photoshop / Plugins / Import-Export / "SilverFast()"
or: Macintosh = <"drive"> users/username/library/preferences/LaserSoft Imaging

The location of the "SF_logfile" of SilverFast TWAIN plug-in depends on the operating system.
on Macintosh (up to OS 9.2)( = <"drive"> / System folder/ Preferences / TWAIN / "SF_PPC(manufacturer)"
on Win2000:
<"drive">: > Documents and settings > (Username) > Local settings > Temp
on Win98:
<"drive">: > Windows > Temp

If you cannot find SilverFast's "SF_logfile" text file please let your computer search for it.
Windows = go through Start > Find > 'Folders or Files' and type in "SF_logfile.txt".
Macintosh = launch your Sherlock program from the finder - apple key + "F" key - and type the word "SF_logfile".



Q:

Installation of SilverFast web download (Windows) fails with error message "error -113" or "error -106" or any other number.

A:

Cause 1:
old version of SilverFast installer. These <"filename">.exe files may fail to execute on double-click.
Solution:
rename the downloaded SilverFast <"filename">.exe file to: <"filename">.zip; thene unpack that file and open the resulting directory. Double-click the "Setup.exe" dile inside that SilverFast direcory.

Caus 2: Move data error -113 caused by watchdog applications such as "Norton Cleansweep". SilverFast SE consistently crashed during installation, reporting "problem encountered whilst moving data -113". With the SmartSweep "monitor installation?" dialogue box set to "No".
Solution:
Disable "SmartSweep/InternetSweep" - from the Windows 98 system tray - prior to attempting installation, all will proceed smoothly.



Q:

After installing a downloaded version (upgrade) of SilverFast, the program prompts for an installation CD when being opened for the first time.

A:

We frequently get requests about this problem from users who just upgraded their SilverFast version via download from our website. The new version will ask for a installation CD, when being opened for the first time. This can be a version 5 , 5.5 or 6 CD- they'll all be accepted. Please make sure to insert the CD before you start SilverFast for the first time. The exact steps are: 1) Insert your SilverFast CD 2) Quit any autostart-popups that might open after inserting the CD 3) Launch the new SilverFast version either via Photoshop, the SilverFast stand-alone application or a Twain- compliant application 4) Enter your new serial number when being prompted 5) Remove the SilverFast CD This procedure is only necessary after upgrading or re-installing SilverFast. Once the serial number has been accepted by the program, it won't ask for it again. If your serial number is not being accepted, and/or you cancel out of the serial number dialog, the program will run in demo mode, and place watermarks over your final scan. It will also ask for the serial number when you launch SilverFast the next time. If you get the serial number dialog and forgot to insert the CD beforehand, please cancel out of this dialog and quit SilverFast, then insert the CD and lauch SilverFast again. If you have a problem with your serial number not being recognized, please contact technical support, using the "problem report" form in the "Support" menu on our website. Please include your serial number and the SilverFast version/ scanner model in your request. We'll try to process your request within one business day.



Q:

Troubleshooting problems easier by labeling your Macintosh system extentions

A:

- go into the Extension Manager (Apple menu > control panel)
- make a copy of your current settings.)
- give that copy a senseful name.)
- In this copy deactivate all extensions which you know that they are not really necessary.)
- also deaktivate all extensions that have <"manufacturer"> in its name.
- restart your Mac.
- go to: Start volume > Systemfolder > "Extentions" folder)
- label all existing extensions with a color of your choice (Main menu bar --> File --> Label)
If you now install any software (SilverFast or manufacturer software), you can easily see what new extention were installed at a later point (all non-colored).



Q:

Information on Windows 2000, which SilverFast software version can I use on Windows 2000?

A:

SilverFast is compatible with Windows 2000 under the following conditions:
- SF version must be 4.2.5 or higher.
- SCSI: latest miniport driver for SCSI controller must be installed. win 2000 ASPI layer driver must be installed (aspi32.sys) in "drivers" directory under "System32".

ASPI layer drivers for Windows NT systems are available for download at:
http://mrp.freeshell.org/aspi/index.htm Please note that support for SilverFast versions 5.5 or earlier has been discontinued.



Q:

SilverFast does not accept the serial number- Photoshop shows SilverFast as an option in file/import, but it can't be located on the hard drive.

A:

This is a problem with our non-carbon installers when being used in Photoshop 7. Since Photoshop 7 requires a different file format for its plugins, our non-OS X versions of SilverFast do not install correctly when being used in Mac OS 9 and Photoshop 7. Our new OS-X versions (5.5) and SilverFast 6 run in both OS 9 and X, and are fully Photoshop 7 compatible. To remove an older SilverFast version from Photoshop 7 please follow this procedure: To remove SilverFast, please open your import-export folder inside the plugins-folder of Photoshop. You'll see a file named "Twain" in there. Please click on the file once, hold the "control"- key on your keyboard, click again and select "show package contents". You'll find SilverFast under either under "contents"/ "Mac OS classic" or "contents/ Mac OS". . Please remove the SilverFast- file and the folder. After restarting, SilverFast is completely uninstalled. Then, please proceed to install either an OS-X version of SilverFast 5.5, or SilverFast 6.



Q:

Where does SilverFast software install on my system?

A:

Here are the possible SilverFast installation paths.
Macintosh
SilverFast as a Photoshop plug-in installs in
...Adobe / Photoshop / Plugins / Import-Export / "SilverFast(manufacturer)" inside the "SilverFast(manufacturer)" folder you'll find a file named "SilverFast(manufacturer)". If you click Command + I for this file, a new dialog appears displaying the version number of SilverFast (Photoshop plug-in).

SilverFast as TWAIN plug-in (only up to OS 9.2) installs in
<"drive"> / System folder/ Preferences / TWAIN / "SF_PPC(manufacturer)"
inside the "SF_PPC(manufacturer)" folder you'll find a file named "SF_PPC(manufacturer)". If you click Command + I for this file, a new dialog appears displaying the version number of SilverFast (TWAIN plug-in).

Windows
SilverFast as Photoshop plug-in installs in
...Adobe / Photoshop / Plugins / Import-Export /
inside the " Import-Export " folder you'll find a file named "SilverFast(manufacturer).8ba" or only "(manufacturer).8ba" . If you right-click this file and subsequently select the "properties" option, a new dialog appears where you can select the version-card and read the version of that SilverFast*.8ba (Photoshop plug-in).
NOTE: Older SilverFast versions (3.x and 4.x) on Windows sometimes install directly into "Plugins" folder

SilverFast as TWAIN Plug-in installs in
<"drive"> / windows (or winNT) / TWAIN_32 / LaserSoft /
inside the "LaserSoft" folder you'll find a file named "SilverFast(manufacturer).ds". If you right-click this file and subsequently select the "properties" option, a new dialog appears where you can select the version-card and read the version of that SilverFast*.ds (TWAIN plug-in).

when re-installing SF use the systemâÀÙs uninstall routine and subsequently search for remnants of SilverFast the installation folder (Import-Export) or in the next higher folder in the hierachy (Plug-ins).



Q:

SilverFast doesn't run on OSX with my Nikon Filmscanner LS40, LS4000, LS8000.
NikonScan works fine, what can I do?

A:

As a rule of thumb: if you install both programms (NikonScan and SilverFast ver. 6) on your OSX , make sure that SilverFast is installed last!

SilverFast only = o.k.
NikonScan only = o.k.
NikonScan then SilverFast = o.k.

SilverFast then NikonScan = problems!!



Q:

Error Message in OS-X, while installing SilverFast: This software requires 8092K of physical memory, which this system does not have.

A:

This was a problem with a certain type of installer we have been using. Please download an update from our website, the newer versions have an new installer that also runs on Macintoshes with large amounts of RAM.



Q:

I just upgraded to Photoshop CS, which installs in a different directory from the old 7. When I start CS up, it does not see SilverFast. What should I do?

A:

If you still have Photoshop 7 installed, you can just go to Program files\adobe\photoshop7\plugins\import-export And copy the SilverFast- folder and the plugin SilverFast (yourscannermodelhere).8ba or yourscannermodelhere.8ba To the corresponding folder of your Photoshop CS installation. Then, please restart.



Q:

SilverFast does not find my scanner on OSX release 10.2 (Jaguar). Why not??

A:

All SilverFast software prior to version 6.0.1r11 is NOT compatible to OSX 10.2.
Also, please make sure you're using Jaguar version 10.2.5 or higher.