LaserSoft Imaging

Hi, I posted a topic here critical of their 6.5.5r5 scanner driver which has so corrupted something in my computer that neither deleting the preferences, or even deleting anything to do with the program, will not allow any re installed version to work.. not even earlier versions.

I though forums were for users to seek help from other users.

Silverfast has proved that is is thin skinned and cant take criticism, and only wants "yes-men" positive replies.

they have written a faulty driver, and they dont want anyone to know, or even seek help. That is !@#$%!@#$%^&....

They would be better putting their efforts into writing good software, that trying to protect their now tarnished image...

Dear nurgle,

you are correct. This forum is for users to seek and offer help from / to other users. There are some very rare occasions in which we do delete a post in our forum, which has occured less than five times since the existence of this forum.

Your post was one of those since you used this forum not to post constructive criticism but to make generalized accusations (just like in this post).

For example, you forgot to mention that the post was not just deleted, but rather that I have contacted you offline via email and offered my help to get you back to work with SilverFast. For now I have received your reply and will help nonetheless.

I do have a proposal though: Please do post here in this forum and clarify your statements in regards to "corrupting soemthing in your computer" once we have the whole thing sorted out. Does that sound fair ?

Best,

JAN

yes I was contact off line. and told to delete the preferences.. Standard operating procedure...

why do you thing people haven't tried that...!! And more...

Oh.. and I am really sorry that you seem to be put to trouble helping an angry customer.. wouldnt life be great in support jobs if you could just ignore them..

but as for anything that actually helped... nil.. zip.. nada...

my post was asking other on the forum if they had any similar problems and seeking advise... that is why they deleted it.. they dont want to admit they have a problem that maybe another forum member may be able to solve that they cant.

Again, andy members out there who have had this problem, and any work arounds that got things going... cause you cant dare disturb the support staff asking such, they get so picky...

I live in photoshop I lecture on it and I demonstate it, and write articles...

If I knew what was wrong in the program I would be a programmer... Instead I am a photographer...

As I have said, I have deleted everything that I can find to do with silverfast from the hard disk, but when I re-install an earlier version than 6.5.5r5 even that wont run as before and has the same problem that they hid from the forum members by deleting my post on the problem... (nice on support.. lack of, i say)

clearly something else is being installed with the silverfast installer that I cant find... that stops earlier version from even working

Any forum members out there have a list of what it actually installs and where...

most other proper programs even gig you an installation report after they have installed to tell you what they put on your disk and where, so you can remover it... Silverfast does not...

if they cant take criticisim then take up knitting...

nurgle wrote:
clearly something else is being installed with the silverfast installer that I cant find... that stops earlier version from even working

Fact is: we do NOT install anything that stops earlier versions from working.

JAN

all the problems began when I downloaded the latest update, 6.5.5r5, and installed that. that has not worked since
Everything was fine under 6.5.5.r4.
NO after deleting everything to to with silverfast & 6.5.5r5, when I try and re install 6.5.5r4 it wont works either...
so what must the difference be... you tell me...
If n old one works and the new one does not, and then trying an old one again but doe snot work...
Logic dictaes that something inthe new installer had donesomething that stops the old version from working... or am is missing somethinmg here.

ADMIT there is a problem... as nothing much can progress till you realize that there is a problem..
otherwise I spent hours chasing myself, get my blood pressure to bursting by being fed support theories that get me now where... but ever decreasingly dissatisfied..

We have to stick to the facts in order to progress. Of course there is a problem, obviously. Whether it is related to SilverFast and/or our installer is yet to be verified.
Cut me some slack here, Sandy. As soon as I can get off the forum I will be back solving the problem.
A senior LSI developer and myself are working on a solution for your problem with top priority as we "speak". We have an approach that I will email you. If that works for you I will post the workaround here in the forum.

Best,

JAN

Dear nurgle,

please note that I will be travelling tomorrow may 9th and tuesday may 13th. I am not sure whether I will have internet access. Your ticket is transfered to my colleague and he will monitor for your reply.

Kind regards,

JAN

Since the last post by me I have heard nothing from Lasersoft and still have a corrupted scanner driver...

I dont really call that support would you....

Dear nurgle,

technically speaking SilverFast is NOT a scanner driver and since you stated that it runs when using the launcher, sorry the issue here is not a corrupt driver!
In order to get you back to work, we offered you live support via ichat and screensharing since you are using Leopard as well we figured it would be the most effective way to get you back to work, no matter whether the problem is SilverFast related or not.

You refused.

I then contacted you again making more suggestions how to start problem solving.

No reply.


Nurgle (I hope this nick is not related to this wikipedia entry) please allow me to draw a resumee based on the correspondence in our support ticket system:
- SilverFast works when using the Launcher (yes I know professionals want to use Photoshop but I am just sticking with the facts for now)
- we can not reproduce your problem in our testing lab at LSI office
- you deleted everything related to SilverFast
- you changed permissions on your system drive via the info panel (which is a huge NO-NO btw, please kids do not do this at home!!)
- you ran a tool which you downloaded from the internet and likely only this tool knows what it changed or "optimized" on your machine
- you repaired permissions via the disk utility
- you ran our installer back and forth

I am still dedicated to get you back to work with SilverFast but I need you to cooperate with me. My colleague (a senior SilverFast developer) and I are pretty positive that we are dealing with a system related problem here, probably the permissions for the temporary directory when scanning from Photoshop. In order to verify we would need to dig deep into the "Unix basement" of your system. if we were to do this by Email, this whole thing would go on for ever. Therefore we suggested the ichat live support.

Please reconsider our proposal.

Best,

JAN