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  • richell_huang
    replied
    Originally posted by Stephen View Post
    I started with the trial on my Windows 7 machine. Frequently when scanning multiple pages, the scan result would only recognize the first page. This happened on two different scanners: Brother & HP. I reported this to support. They could not duplicate the problem, so it was kicked upstairs. I thought that maybe Windows 7 or something in my system was causing the problem. So, I moved the trial over to my Vista machine. The problem went away. So, I bought the product. After several days of using the scan feature, the problem of recognizing only the first page returned--once. I installed an update today. Only the first page of a multi-page scan is recognized. I think I can rule out a problem with my computer, because it has happened on both W7 & Vista. I can rule out problem with the scanner, because it happens with two completely different scanners.

    My operating system is 64bit. For some reason the program installs in the 32bit Program Files directory.

    I am looking for a solution because I like the program. I especially like the small file size when using OCR.

    We do apologize for the trouble that our program has caused you. Our team take the issue seriously,and are working actively and hard to attempt to fix this issue for you. We have done a lot of investigations,but unfortunately find no way to reproduce it. Our team compiled a debug version with log to track the issue. May we ask your help to run this debug version and feedback us the log file? If you kindly accept it, please read below.


    1. Please download the correct package from the following links accordingly:

    http://exchange.foxitsoftware.com/Ti..._Setup_log.msi (32-bit)
    http://exchange.foxitsoftware.com/Ti..._Setup_log.msi (64-bit)

    2. After that, please uninstall your existing PhantomPDF version, and install the downloaded setup file.

    3. After finish the installing, please run PhantomPDF and try to scan any files as you did. Phantom will generate a log file on your desktop, named "Scanner.log".

    Thank you, you are almost done. Now, please email us with the "Scanner.log" to us.


    We much appreciate your help and cooperation. Thank you!

    Leave a comment:


  • richell_huang
    replied
    Normally, after you install Foxit PhantomPDF and scanner driver successfully, you can scan multiple pages into one PDF file.In your case, would you mind re-updating the scanner driver and try again?If still no lucks, may i know the detailed scanner model so we could forward to our QA team for a further testing(Your reported id:34163), thank you.

    BTW, which version of Foxit PhantomPDF do you use?We have just released the new 5.2, would you mind upgrading to it and give it a try?
    Last edited by richell_huang; 05-06-2012, 06:51 AM.

    Leave a comment:


  • Stephen
    started a topic Bug Scan recognizes only first page

    Scan recognizes only first page

    I started with the trial on my Windows 7 machine. Frequently when scanning multiple pages, the scan result would only recognize the first page. This happened on two different scanners: Brother & HP. I reported this to support. They could not duplicate the problem, so it was kicked upstairs. I thought that maybe Windows 7 or something in my system was causing the problem. So, I moved the trial over to my Vista machine. The problem went away. So, I bought the product. After several days of using the scan feature, the problem of recognizing only the first page returned--once. I installed an update today. Only the first page of a multi-page scan is recognized. I think I can rule out a problem with my computer, because it has happened on both W7 & Vista. I can rule out problem with the scanner, because it happens with two completely different scanners.

    My operating system is 64bit. For some reason the program installs in the 32bit Program Files directory.

    I am looking for a solution because I like the program. I especially like the small file size when using OCR.
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