LaserSoft Imaging

On 7Mar2005 I sent 2 requests for support to LaserSoft. As of now I have not received a reply. In both instances I received a confirming reply from LaserSoft. This was a surprise for me. In the past my reuests for support have always been answereed in 1 business day. Copies follow:



Request for support

Error message: An error occured at the start of the scanning process. Cannot calibrate scanner.
Problem:

Above error message occurs when I try to prescan. Sometimes I can get by
this but not often.


------------------------------------------------------------
OS: Mac OS X 10.2 Jaguar
Scanner: Microtek ArtixScan 4000tf
Connection type: USB
Host program: Photoshop 7
SilverFast type: Ai
Version: 6.4.1r3
Serial number: 0248E90A1EA0DA907591
Bundled: yes
------------------------------------------------------------
Name: Herman F. Woerner
Country: United States
Phone: 781 383-2855
Email: palladio@comcast.net



Request for support

Error message: Color patch sampling unacceptable. Please cancel and correct the current frame position.
Problem:

Please note: This also happens with 6.4.1.r.3 when on rare occaission
scanner works.Please see my other e-mail of this date.
Scanner was IT8 calibrated last year. When I try to recalibrate I get the
above message.


------------------------------------------------------------
OS: Mac OS X 10.2 Jaguar
Scanner: Microtek ArtixScan 4000tf
Connection type: USB
Host program: Photoshop 7
SilverFast type: Ai
Version: 6.0.2r5
Serial number: 0248E90A1EA0DA907591
Bundled: yes
------------------------------------------------------------
Name: Herman F. Woerner
Country: United States
Phone: 781 383-2855
Email: palladio@comcast.net

Dear Sir,

Unfortunately, we never received your 2 support requests. We did switch our domains over to a new provider, so on 3/7, we did have routing problems, which took 1 day to get resolved. We apologize for the inconvenience.

<sent request for logfile and more information per PM>