The following is an email log of my "adventures" with UMax tech support.
Help this poor SPOON! with it's scanner.
From: Robert robert@Supportmail.UMAX.com Save Address - Block Sender
To: 'Ęther SPOON!' aetherspoon@hotmail.com Save Address
Subject: RE: UMax Astra 2000U Problems and Windows 2000
Date: Fri, 27 Apr 2001 10:45:11 -0600
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From robert@Supportmail.UMAX.com Fri Apr 27 09:54:10 2001
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Thanks for your email,
Unfortunately, to better solve your problem we need you to contact us by
phone. Your problem requires more direct attention than email support is
capable of providing.
Please call us when you are at your system this way we can most effectively
assist you.
Regards,
RB2
UMAX Technical Support
______________________________________________________________________
Web Address: http://www.umax.com
Support email: support@umax.com
Tech Support phone number for imaging products within phone support period:
208-552-7980
Customer Service or Parts: 208-552-7980
E-mails are not kept, please attach original message with all replies.
______________________________________________________________________
-----Original Message-----
From: Ęther SPOON! [mailto:aetherspoon@hotmail.com]
Sent: Friday, April 27, 2001 4:06 AM
To: support@umax.com
Subject: RE: UMax Astra 2000U Problems and Windows 2000
This did not work. I still cannot scanner test.
----Original Message Follows----
From: Margaret Margaret@Supportmail.UMAX.com
To: 'Ęther SPOON!' aetherspoon@hotmail.com
Subject: RE: UMax Astra 2000U Problems and Windows 2000
Date: Thu, 26 Apr 2001 19:20:45 -0600
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From Margaret@Supportmail.UMAX.com Thu Apr 26 18:30:40 2001
Message-ID: 700549906B8BD411B9F100508B55E71750BB2D@EXCHUMX01
X-Mailer: Internet Mail Service (5.5.2650.21)
Thanks for your email,
Installing VistaScan 3.55U Updater on Windows 2000
In order to use the VistaScan 3.55U Updater, you must have VistaScan 3.53U
installed. VistaScan 3.55U works with Windows 2000 for the Astra 2000U,
2100U, and 2200 (USB mode) only. If you're using the Astra 2100U, please
read a special note at the end of this document.
Installation Process:
Disconnect your scanner from the computer.
Install VistaScan 3.53U (if it's not installed).
Restart your computer.
Install VistaScan 3.55U Updater.
Restart your computer.
Reconnect your scanner to the computer.
Begin using the VistaScan Software.
Special Note:
The Astra 2100U works on Windows 2000 using the VistaScan 3.53U plus 3.55U
Updater, but the push buttons on the scanner will be disabled. There's a
workaround to not using the push buttons.
Workaround:
Scan Button
Open (launch) VistaScan.
Press Preview or Scan to start scanning.
Copy Button
Open (launch) Copy Utility.
Press Copy to make a copy of the image on the scanner.
Custom Button
All functions that could be used with this short cut must now be done
manually by opening VistaScan.
Win 2K Troubleshooting:
Supported Scanners in Windows 2000
Astra 1600U Astra 2100U AstraNET e3420/e3470
Astra 2000U Astra 2200 (USB) AstraNET 5420U/5470U
Astra 2010U Astra 3400U/3450 iA101
1. Is your USB chipset supported?
a. The first chipset to support USB devices was the INTEL82371SB. This
chipset has very basic USB support. It will support most low draw devices
such as mice and joysticks but high draw devices such as scanners might have
trouble functioning on the "SB" chipset. For this reason, UMAX does not
support the "SB" chipset (Microsoft does not either).
b. Most Intel, SIS, and ALI chipsets fully support USB devices.
c. To determine what chipset you have:
i. Right click on the "My Computer" icon.
ii. Left click on "Properties"
iii. Click on the 3rd tab of the "System Properties box", "Hardware".
iv. Click the button labeled "Device Manager".
v. The last listing in the "Device Manager" will be "Universal Serial Bus
Controllers"
vi. If you click on the "+" next to "Universal Serial Bus Controllers" it
will display two items:
1."[Your chipset] PCI to USB open host controller"
2. "Root Hub"
d. If either of these has a yellow exclamation point or if one or both of
them are not present you will need to contact your computer manufacturer (If
the "Universal Serial Bus Controller" section itself does not show up, you
will need to contact your computer manufacturer).
2. Make sure you have logged in as an administrator to install the software.
3. Isolate the scanner as the only USB device plugged into the computer,
remove hubs, printers, digital cameras, and etc. (Keyboard and mouse may be
left connected even if USB).
4. Plug the scanner power into the wall (not the surge protector the
computer is in).
5. Disable the need for digital signatures: To disable this feature:
a. Right click on the "My Computer" icon.
b. Left click on "Properties"
c. Click on the 3rd tab of the "System Properties box", "Hardware".
d. Click the button labeled "Driver Signing".
e. In the "Driver Signing Options" box, click "Ignore", and then click
"OK".
6. Remove and Refresh the Scanner: To properly perform this action in
Windows 2000 to make 100% sure the scanner will receive the proper driver:
This also is the number 1 solution if you are receiving a "Code 31 Error" in
the device manager for the scanner.
a. Delete the Oem0.inf, OEM1.inf, OEM 2.inf through OEM5.inf have been
seen
as well, there is one of these files for each USB port on your computer, the
numbers start with 0 not one. Delete all of these "OEM" files.
i. Click "Start"
ii. "Search"
iii. "For Files and Folders"
iv. Type in OEM*.inf, delete all files with a single numerical digit
after
"OEM" and before ".inf".
b. If you are unable to find anything labeled "OEM*.inf", you will need to
make sure that you can see all hidden files. *
c. Right click on the "My Computer" icon.
d. Left click on "Properties"
e. Click on the 3rd tab of the "System Properties box", "Hardware".
f. Click the button labeled "Device Manager".
g. In the device Manager look for anything labeled one of the following:
i. Unknown Device
ii. Unknown USB Device
iii. UMAX "XXXX"Scanner
iv. USB Scanner
h. Highlight any one of the devices above you see, use the right mouse
button to click on the item and then left click on "Uninstall" (from the
submenu that came up when you right clicked on the item). Repeat this step
until all of the
afore mentioned devices are removed.
i. When you have removed the scanner from the device manager you will need
to bring this back. To do so:
i. In the Device Manager, highlight "Computer"
ii. Pull down the "Action" menu to "Scan for Hardware Changes".
1. If you receive a error message "unable to find PV8630.sys", point
the installer to the "System32" folder under the "WinNT" folder. This is
where that file is located.
2. When prompted for the 1220U.inf folder this should be in the
_Inf_
folder under the "WinNT" folder.
7. Virtual IRQ's: These should not be an issue with these. This is Window's
new way to handle IRQ sharing. Sometimes however this causes issues with
connectivity. If nothing else in the above troubleshooting has fixed your
issue you will need to contact your OEM computer manufacturer and ask them
to help you disable virtual IRQ's.
* Note: How to show all files on your system:
a. Double click on "My computer".
b. Double click on your "C:" drive.
c. Pull down the "Tools" Menu to "Folder Options".
d. Under "Folder Options" click the "View" tab.
e. On the "View" tab click, "Show hidden files and folders", uncheck "Hide
file extensions for known file types".
f. Click "Apply" then "OK".
Regards,
MW1
UMAX Technical Support
______________________________________________________________________
Web Address: http://www.umax.com
Support email: support@umax.com
Tech Support phone number for imaging products within phone support period:
208-552-7980
Customer Service or Parts: 208-552-7980
E-mails are not kept, please attach original message with all replies.
______________________________________________________________________
-----Original Message-----
From: Ęther SPOON! [mailto:aetherspoon@hotmail.com]
Sent: Thursday, April 26, 2001 6:49 PM
To: Customer Support
Subject: UMax Astra 2000U Problems and Windows 2000
Okay, I have not been able to successfully use my scanner under Windows
2000. I can get Windows to see the scanner (goes to grab drivers), but the
drivers do not work... Scanner tests are always failing.
Any help?
CPU Stats:
P3-850
512M of RAM
Windows 2000 Professional
_________________________________________________________________
Get your FREE download of MSN Explorer at http://explorer.msn.com
_________________________________________________________________
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I hate phones, I don't want to call long distance :( Anyone want to give me some
help? :)
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