LaserSoft Imaging

Hi,

I realize that this isn't the place to post support requests, but I am hoping that someone might see this and take whatever action is necessary with the web server (if that's the root cause for this particular issue).

I purchased an upgrade from SilverFast Ai Studio 6.4.4r6 (with IT8) for Nikon LS 50/CoolScan V to the same product but for version 6.5. I followed the download link (which was the usual link for updates) and promptly received an error "ERROR! Webmaster will be automatically
informed." That was it. There was no download.

Needless to say, I was rather annoyed, as I shelled out $70 for what equated to nothing! Vaporware... I posted an inquiry to the web support page.

In the meantime, I figured that I would grab the demo copy for version 6.5. I was at least able to download something for the scanner. I installed it, wiping out the functional copy of 6.4.4r6 with the demo copy of 6.5.

When I launched the program, I received an error stating that the scanner was not found! I launched the Apple System Profiler, and it shows my CoolScan V scanner on the USB bus. I checked out the SF_LogFile from the non-functional copy of SilverFast and I didn't see anything out of the ordinary (I didn't save a copy of it before I trashed the installation) in the file. I uninstalled version 6.5 and proceeded to install the demo copy again. The same thing happened. I uninstalled this copy and installed version 6.4.4r6, which I am happy to report works as it should.

Why is version 6.4.4r6 working while version 6.5 isn't? This scanner is supported by the new version. I figure that maybe I'll fare better when I get my real copy of version 6.5. BTW, I read all the FAQs on troubleshooting USB problems. What gets me is that version 6.4.4r6 works, as does NikonScan. The demo version of SilverFast version 6.5 apparently does not work, at least with my configuration.

I am hoping that someone (read: webmaster) will see this before they see my plea for help!

I cannot help feeling aggravated here. Really aggravated. It's a good thing I didn't buy this outright (as I said, I upgraded from 6.4.4r6), or steam would be coming out from my ears!

Does anyone have any ideas?


Thank you,

Rocky

Rocky.....

Kudos for your well-written letter. I don't have any ideas but I had the nearly identical experiences you did this morning and am equally frustrated (using Nikon LS 50/Mac OS 10.4). Things were basically fine with version 6.4 and now I can't access the program. Good to know that reinstalling old version will repair the damage.

Was not aware that there was a cost to the upgrade??

Here's hoping SilverFast has some answers soon.

Russman

Hi,

It just goes to show that a good amount of frustration is a good motivator in writing a scathing post! BTW, the upgrade was $70. If you bought SilverFast very recently, there might be no charge for you to upgrade. I seem to remember early November being the cut-off date for the free upgrade.

BTW, they have fixed the problem. I laid out the ~$2/minute to speak with a live person and was informed that the issue (on the Mac platform) is due to incorrect permissions being applied to the /Macintosh HD/library/application support folder. Since I had some entries I needed to keep (namely Nikon View), I took the MAID Modules and Profiles folder LaserSoft sent me and replaced only these two folders. This got me up and running in no time. I don't know if the folders they sent contained any revised files or if it was just permissions that were fixed. In any event, email or call them and get the updated file. I don't know how the forum administrator would feel if I sent you the updated folder!


Regards,

Rocky

Thanks so much Rocky for blazing a trail for me. I will follow up just as you suggested. Glad everything is working fine for you now.

Regards,

Russman

Thanks. Best wishes to you!


Regards,

Rocky