No answer for my support request

[iceman]

I have requested for support for the silverfast "Searching Devices" forever on 25-May-05. My ticket no is 2005052510000596.

Silverfast support asked me to supply the SF_Logfile. I sent to them on 26-May-2005. After that, no answer so far. I have asked them to give me an progress update, but no reply.

Anyway, I have fixed the problem myself by formatting the hard drive and reinstall the windows and applications. They work fine now.

Well, could silverfast improves the support quality?

[LSI_Noack]

Dear iceman

we can only work as fast as we can. As an Ai customer, you already enjoy a faster response time if your request originally came with by the support request formular.

Please keep in mind that answering postings / phone calls and emails like this is exactly what delays more effective support work.

However, you seem to have an Epson and a Nikon scanner attached simultaneously to your computer. Apart from general Windows problems with this configuration:
http://support.microsoft.com/default.as ... -us;324756
EpsonTWAIN and NikonMAID scanners drivers are conflicting each other.

You need to physically disconnect the scanner(s) not used in a session from the computer so that Windows doesn't load its drivers.

Regards
Sonny Noack
- tech support, LSI AG -

[iceman]

Dear Sonny

Thanks for your reply.

My nikon & epson scanners use IEEE 1394, not USB. I got two license of silverfast for them and both worked very good before. The nikon silverfast got the "Searching Devices" problem about two weeks ago, and both v**s**n, nikonscan, silverfast for epson worked happy.

I have fixed myself by reinstalling everything. The cause of the problem is still unknown.

Anyway, you may close my case.

Thanks

iceman

Dear iceman

we can only work as fast as we can. As an Ai customer, you already enjoy a faster response time if your request originally came with by the support request formular.

Please keep in mind that answering postings / phone calls and emails like this is exactly what delays more effective support work.

However, you seem to have an Epson and a Nikon scanner attached simultaneously to your computer. Apart from general Windows problems with this configuration:
http://support.microsoft.com/default.as ... -us;324756
EpsonTWAIN and NikonMAID scanners drivers are conflicting each other.

You need to physically disconnect the scanner(s) not used in a session from the computer so that Windows doesn't load its drivers.

Regards
Sonny Noack
- tech support, LSI AG -

[LSI_Noack]

Dear iceman

IEEE1394 scanners in Windows also use the USBSCAN.SYS VXD.
Nevertheless, thanks for your follow-up.

Have an inspired evening
Best regards
Sonny Noack
- tech support, LSI AG -