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Theme: Contacting support staff
Q:

How do get a solution to my problem most quickly?

A:

It's easy: Please help us to help you!

  1. If case of troubles, please make sure you are using the most recent version of SilverFast. In most cases, your problem is already solved in the updated version.
  2. You also want to check, if there is a solution layed out in our FAQ.
    Thus you can help yourself most quickly.
  3. Even if you got a personal email address of a SilverFast support staff member, please do use the problem report formular on our website. Only when doing so, your question will be answered by "the next free supporter". Else, please imagine you emailed to someone on his or her holidays...
  4. Again: Please use the problem report forum, fill it out correctly and completely.
  5. It is a very good idea to add the SF_Logfile and SF Statistics to your support request (how to do this, pls s.b.).
  6. You shall get a confirmation email to your support request.
    If there a screenshots (s.b.) or (parts of) example scans which do illustrate the trouble you are experiencing, you might want to answer the confirmation email with these images attached.
Thank you very much indeed for perfect co-operation :)


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Q:

Where do I find the SF_Logfile?
And what is it, by the way?

A:

The "SF_Logfile" is necessary for our internal testing center for a first analysis of the problem.

It's a simple text file that helps us to identify certain common problems. It delivers detailed system information that enables us to check out the problem description on a computer system set up similarly.

You will find the SF_Logfile of recent versions in the folder:

Mac OS X:
/User/(your user name)/Library/Preferences/LaserSoft Imaging

Windows 2000 and XP:
/Documents and settings/(your user name)/Application data/LaserSoft Imaging
You might find that you need to make the system directory "Application data" visible first. To do so, please select "Tools" > "Folder options" in the Windows Explorer and set the options as follows:
# Hidden files and folders = show all files and folders

Earlier versions and under Mac OS 9 (or Windows 98) you will find the SF_Logfile in these directories:
/Applications/Photoshop/Plug-ins/Import-Export
/Program files/Adobe/Photoshop/Plug-ins/Import-Export

An older Stand-Alone-Version can save the SF_Logfile to:
/Applications/SilverFast Application
or
/Program files/LaserSoft

Of course you can also use the file search function of your operating system. Please make sure that hidden and system file as well as contents of sub folders are displayed.

The SF_Logfile is generated anew on every SilverFast start-up, regardless of whether a scanner could be found or not. Therefore it is very likely that you do have an SF_Logfile on your computer if you at least tried to start SilverFast once.


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Q:

How do I generate the file "SF Statistics"?
Why is this needed and what for?

A:

Sometimes support staff does not only need the SF_Logfile, but also the "SF Statistics", because this text file offers detailed information about the settings you got in SilverFast which might be relevant for problem analysis.

To generate the "SF Statistics", please enter the export dialogue (just click on the rightmost button in the horizontal button bar of the main dialogue (where you enter all the scan settings)).
There is an icon for "output statistics". Clicking on this icon lets you write the file "SF Statistics", e.g. to your desktop.

Please have a look on a screenshot illustrating the above said.

You might find it most easy to add the the "SF Statistics" to your problem report, if you write it to your desktop, and then copy-paste its contents to your problem description in the report form.
Thank you :)

The "SF Statistics" cannot be generated with SilverFast SE versions.


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Q:

How do I add the SF_Logfile or the SF Statistics to my problem report?

A:

In short: Using copy-paste.

Unfortunately you cannot (yet) attach files to your problem report directly. However, the SF_Logfile and the SF Statistics are text files, and this enables you to put these into your problem report via the classical method: "Select all" - "Copy" - "Paste".

To do so, you want to follow this guideline:

  • Open the SF_Logfile and/or SF Statistics by double-clicking the file icon in your system's text editor (e.g. Notepad or Textedit).
  • From the "Edit" menu, choose "Select all" or use the keyboard shortcut (Windows:) CTRL+A resp. (Mac:) CMD+A (= Apple key+A).
  • Choose from this menu "Copy" or use the shortcut (Windows:) CTRL+C resp. (Mac:) CMD+C.
  • Change to the problem report from, left click in the form to position the text cursor on the end of your trouble description and paste the contents of the SF_Logfile / SF Statistics into it by (Windows:) CTRL+V resp. (Mac:) CMD+V.


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Q:

How can I make a screenshot?
How do I attach it to the problem report form?

A:

How to make a screenshot:

Macintosh:

  • To hardcopy the full screen to a file as a screenshot, use the keyboard combination CMD+Shift+3 (CMD= the Apple key; Shift=the key to get capital letters).
    The screenshot will be saved to your desktop as "Picture 1", "Picture 2", etc.
  • If you only want to capture a part of your screen, press CMD+Shift+4 => the mouse cursor will change its appearance and become a cross-hairs.
    Move it to the upper left corner of the part to capture, and press the mouse button (and keep it pressed).
    Draw a frame to the lower right above the area you want to capture.
    When you let go of the mouse button, the area selected will appear as a file saved as "Picture 1", "Picture 2", etc. on your desktop.

Windows:

  • Press the key "Print" or "Printscr" on your keyboard. It is placed in the upper right between the function keys and the numeric block.
    Windows now has the screen copied to the clipboard.
  • Open a graphics program, e.g. MS Paint which is installed automatically in a standard Windows environment: Start > (All) Programs > Accessories > Paint or: press the Windows key and R (for: run) and enter "mspaint" (without the quotation marks) and press Return (or Enter).
    Paste the contents of the clipboard into MS Paint by selecting "Paste" from the "Edit" menu.
    If you want to sent the full screenshot, you may already save the image.
    To do so, choose "File" > "Save as..." and save the screenshot using a meaningful name. If JPEG (or GIF) is a file type available, you want to save your screenshot as such a file.
    To find the saved image quickly, we suggest you want to save to temporarily to your desktop.
  • If you only want to save a part of the full screen, please click on the "Selection tool" icon (uppermost row, right icon which looks like a marquee frame).
    You then are able to define the desired part of the image by left-clicking the upper left corner of the area you want to capture. Keep the mouse button pressed and draw a frame accordingly.
    After you released the mouse button, the area to capture is selected. Choose "Copy to..." from the "Edit" menu of MS Paint. Save your capture to the desktop using a meaningful name.
    Unfortunately does MS Paint not allow for to save this part directly as a JPEG (or GIF) file. Thus you might want to open the saved part ("File" > "Open") in Paint and then convert it by saving it again ("File" > "Save as...") as a JPEG (or GIF) file.
How to add a screenshot to a problem report:
As stated before, this is not possible directly. However, you shall get a confirmation email that your support request did reach us. Answer that email and attach your screenshot(s) to your email answer.

How to achieve this differs from email client to email client.
Using Apple's Macintosh OS X "Mail" application, you simply click on the "Attach" button (visible when you compose an email).
Using Microsoft's Outlook Express you click on the "Attach" button or choose "Insert" > "File attachment..." from the menu bar.
As in both these programs, many email clients do offer this function with a button icon in form of a paperclip.


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Q:

Is the a maximum file size for sample scans that I can send to SilverFast support staff?

A:

Yes, there is. Please refrain from sending emails with attachments greater than six megabytes.
Such emails will not enter our trouble ticket system.

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