Problem with scanning film

[Jan van Arkel]

Hi there,

I have a really frustrating problem that is driving me nuts.

Scanning a reflective works ok for me (using a G5, MacOS X 10.3.5, Epson 4870 scanner and Silverfast). Scanning a film (6x7 positive) gives unexpected results.

If I describe the scan, it has three horizontal white bars (where the scan of the film should be). The rest is an artistic impression with nice green and brown colors (probably the film holder).

If I scan a 35 mm dia the results are similar, the white bars turning into black. But no image.

I emailed support two weeks ago, but sofar I only got questions and no answers. Also no reaction on two emails I sent exactly a week ago.

Does this problem sound familiar to anyone?

Thanks,

Jan

[LSI_Noack]

Hi there,
[...]
I emailed support two weeks ago, but sofar I only got questions and no answers. Also no reaction on two emails I sent exactly a week ago.
Does this problem sound familiar to anyone?
Thanks,
Jan

Dear Jan

although that might not have been your intention, I don't feel your posting does account correctly what support you did receive from LaserSoft Imaging staff.

# Your request came in Aug, 4th 23:35 CET.
# I was assigned to your case on the 5th, 18:06 CET.
# You were asked by myself for further support info on the 6th, 17:06 CET.
# You kindly provided that info on the 9th, 00:22 CET.
# I informed you about bug in your version and how to get rid of it on the 10th, 12:09 CET.
# You performed the downgrading ritual, but without resolving your problem. Further email of you I received on the same day, 19:02 CET.
# I handed the case over to the testing center and as I got the results, informed you on 17th, 15:00 CET. Though I emailed you after this posting (GMT+1 hr = CET), the notion "only questions received" is not true and you didn't edit appropriately or deleted this post after getting my answer on the very same day.
# We had some more email exchange on that day (15:20, 15:26, 16:45, and 22:00).

With you last reply you seemingly agreed this issue perhaps being caused by a hardware problem with you scanner and declared to have opened a request ticket at Epson support.

I haven't heard from you since.
To recap: Testing center personnel couldn't verify the trouble, altthough they did try to reproduce it on a couple of systems with three scanners of that model.

I trust that Epson can somehow help you with this.

Regards,
Sonny Noack
- tech support, LSI AG -