Comments for Spectare Products Support Blog http://spectareproducts.com/blog/site Get tips and find out more about your Spectare Product Tue, 09 Mar 2010 17:02:07 -0800 http://wordpress.org/?v=2.9.2 hourly 1 Comment on Providing information to us for Technical Support by Support Manager http://spectareproducts.com/blog/site/?p=278&cpage=1#comment-347 Support Manager Tue, 09 Mar 2010 17:02:07 +0000 http://spectareproducts.com/blog/site/?p=278#comment-347 Hi Pat I believe you purchased this model at JC Penney-- is this correct? For this model the software that was included is not the most recent version. if you install the updated software located on our website you may find better results: http://spectareproducts.com/support/PhotoSaver/PhotoSaver-drivers-PRINTS.html In addition we have a settings update that can improve the exposure on older slides-- read this article for more information: http://spectareproducts.com/blog/site/?p=369 We have added some manual control settings that should give you better results. The captured images should be as sharp as the original photograph, Slide or negative. If your images are not sharp then you can send us some of your sample captured images for us to look at. It is possible that the unit you have is not in good adjustment. You should send these to our e-mail at support@spectareproducts.com. Hope you can get better results. ...alex Product Support Hi Pat
I believe you purchased this model at JC Penney– is this correct? For this model the software that was included is not the most recent version.
if you install the updated software located on our website you may find better results: http://spectareproducts.com/support/PhotoSaver/PhotoSaver-drivers-PRINTS.html

In addition we have a settings update that can improve the exposure on older slides– read this article for more information: http://spectareproducts.com/blog/site/?p=369 We have added some manual control settings that should give you better results.

The captured images should be as sharp as the original photograph, Slide or negative. If your images are not sharp then you can send us some of your sample captured images for us to look at. It is possible that the unit you have is not in good adjustment. You should send these to our e-mail at support@spectareproducts.com.

Hope you can get better results.

…alex
Product Support

]]> Comment on Altering the holders for uncut negatives or microfilm by Support Manager http://spectareproducts.com/blog/site/?p=351&cpage=1#comment-345 Support Manager Wed, 17 Feb 2010 19:45:08 +0000 http://spectareproducts.com/blog/site/?p=351#comment-345 Hi Marge, Unfortunately the current version of our Photo2File and PhotoSaver products only handle a maximum film area the size of a 35mm frame. So your 2x2 negatives will not fit. It may be possible for you to place them into a modified negative holder but you could only capture a portion of your frame that would be the size of a 35mm frame. We have considered developing a product that will accommodate the larger negative sizes so you can check back with us later. Currently I believe the only choice for this larger size would be a more professional drum scanner. If you go to Google Shopping or other shopping sites and type in "Drum Scanner" you will be presented with many choices and a huge range of prices. Sorry we could not provide this to you at this time. Thanks for your interest. ..alex Hi Marge,
Unfortunately the current version of our Photo2File and PhotoSaver products only handle a maximum film area the size of a 35mm frame. So your 2×2 negatives will not fit. It may be possible for you to place them into a modified negative holder but you could only capture a portion of your frame that would be the size of a 35mm frame. We have considered developing a product that will accommodate the larger negative sizes so you can check back with us later. Currently I believe the only choice for this larger size would be a more professional drum scanner. If you go to Google Shopping or other shopping sites and type in “Drum Scanner” you will be presented with many choices and a huge range of prices. Sorry we could not provide this to you at this time. Thanks for your interest.

..alex

]]> Comment on Altering the holders for uncut negatives or microfilm by Marge Cundiff http://spectareproducts.com/blog/site/?p=351&cpage=1#comment-344 Marge Cundiff Wed, 17 Feb 2010 18:16:43 +0000 http://spectareproducts.com/blog/site/?p=351#comment-344 The spectare is great for 35mm negatives, however I have 100's of old negatives that are 2" X 2". Is there a way to alter the holder so that I may process these? I would appreciate any help. I will be waiting for your reply. Thank you! Marge Cundiff The spectare is great for 35mm negatives, however I have 100’s of old negatives that are 2″ X 2″. Is there a way to alter the holder so that I may process these? I would appreciate any help. I will be waiting for your reply. Thank you! Marge Cundiff

]]> Comment on Providing information to us for Technical Support by Support Manager http://spectareproducts.com/blog/site/?p=278&cpage=1#comment-343 Support Manager Wed, 17 Feb 2010 16:57:30 +0000 http://spectareproducts.com/blog/site/?p=278#comment-343 Hi Merlyn, Unfortunately the answer for Macs is still 'no'. This is something we hope to add in the future but we are currently still trying to justify the development expenses. There are 'stand alone' products that are available that do not need to be connected to a computer. These units capture the image and save to a memory card. Then you can take the memory card out of the unit and put it into a card reader on your Mac to access the images. This method will work for Mac users, however, as far as I know there are no units that can you can connect to the Mac to capture and save directly onto the Mac computer. You can check back with us in a few months and hopefully we will have something available- if you need something in the short term you may consider one of the stand-alone units with a memory card slot. Thanks for your interest and sorry we could not provide an ideal product for you at this time. ..alex Product Support Spectare Products Hi Merlyn,
Unfortunately the answer for Macs is still ‘no’. This is something we hope to add in the future but we are currently still trying to justify the development expenses. There are ’stand alone’ products that are available that do not need to be connected to a computer. These units capture the image and save to a memory card. Then you can take the memory card out of the unit and put it into a card reader on your Mac to access the images. This method will work for Mac users, however, as far as I know there are no units that can you can connect to the Mac to capture and save directly onto the Mac computer. You can check back with us in a few months and hopefully we will have something available- if you need something in the short term you may consider one of the stand-alone units with a memory card slot. Thanks for your interest and sorry we could not provide an ideal product for you at this time.

..alex
Product Support
Spectare Products

]]> Comment on Providing information to us for Technical Support by Merlyn Anderberg http://spectareproducts.com/blog/site/?p=278&cpage=1#comment-342 Merlyn Anderberg Tue, 16 Feb 2010 19:38:17 +0000 http://spectareproducts.com/blog/site/?p=278#comment-342 I am looking into purchasing the Photo2file, but does it work with an iMac (27") running snow leopard (10.6). If not do you know of any similar product that does. It would seem to me that this is a software and not a hardware solution. I will anxiously be awaiting your reply. Thanks, —Merlyn Anderberg I am looking into purchasing the Photo2file, but does it work with an iMac (27″) running snow leopard (10.6). If not do you know of any similar product that does. It would seem to me that this is a software and not a hardware solution. I will anxiously be awaiting your reply.

Thanks,

—Merlyn Anderberg

]]> Comment on Norton Security Suite may prevent proper installation. by Support Manager http://spectareproducts.com/blog/site/?p=361&cpage=1#comment-341 Support Manager Tue, 16 Feb 2010 19:19:10 +0000 http://spectareproducts.com/blog/site/?p=361#comment-341 CUSTOMER E-MAIL RESPONSE FROM NORTON COPIED BELOW: Alex, this is long but I thought I would give you the latest on my dealings with Norton. Norton tech yesterday took over my computer for about an hour and half and tried unsuccessfully to install OVT Driver even after he had removed Norton. He stated it must be a Spectare problem because OVT wouldn't even install after he had totally removed Norton. I asked him not to reinstall Norton so I could check it out some more after we disconnected. I checked and found quite a few Norton and Symantech files that the analyst's removal method did not delete. I tried deleting the file folders but would get the "read only cannot delete message". I went into each folder and individually removed every file that could be removed. There were probably 40-50 files . After I did that, the OVT scanner installed and worked fine. That proved to me, that something in Norton blocks it, and it stays in Program files even when Norton is uninstalled or removed. I only had one problem, I had deleted so much stuff I could not reinstall Norton for some reason. I did a system restore back to a good working point for both OVT Driver and Norton. This morning I contacted Norton again and showed them that this is a Norton issue. The new analyst removed Norton and Symantech manually then reinstalled it using the normal installation. The OVT Scanner then installed. I have tried several times installing uninstalling and reinstalling the OVT Driver with Norton already installed and it works fine. I am not sure what will happen if I ever have to reinstall Norton or do a system recovery in the future but it works now and here is what he did so I can do it if I ever have to. 1. Run the normal remove/uninstall Norton program. 2. Start, Run- %temp% and individually delete all files that I can delete. (some won't delete) 3. Start, Run- prefetch and delete everything I can. 4. Start, Run- regedit and delete all Norton and Symantech "Software" files in HKEY_CURRENT_USER and in HKEY_LOCAL_MACHINE In the above he didn't delete installer. 5. Reinstall Norton. 6.OVT shoul install (I will probably install OVT prior to #5 Norton Install just because I am gunshy). It is cumbersome for me, but it is better that a system recovery. Neither the analyst nor I have any idea which specific file is blocking OVT Driver from installing but I have so many hours invested in this now that I am exhausted and I think I will be able to handle it in the future. If I can't, I will call Norton and get them to install it. I believe this is a closed issue for Norton but hopefully this is helpful to you. CUSTOMER E-MAIL RESPONSE FROM NORTON COPIED BELOW:

Alex, this is long but I thought I would give you the latest on my dealings with Norton.
Norton tech yesterday took over my computer for about an hour and half and tried unsuccessfully to install OVT Driver even after he had removed Norton. He stated it must be a Spectare problem because OVT wouldn’t even install after he had totally removed Norton. I asked him not to reinstall Norton so I could check it out some more after we disconnected. I checked and found quite a few Norton and Symantech files that the analyst’s removal method did not delete. I tried deleting the file folders but would get the “read only cannot delete message”. I went into each folder and individually removed every file that could be removed. There were probably 40-50 files . After I did that, the OVT scanner installed and worked fine. That proved to me, that something in Norton blocks it, and it stays in Program files even when Norton is uninstalled or removed. I only had one problem, I had deleted so much stuff I could not reinstall Norton for some reason. I did a system restore back to a good working point for both OVT Driver and Norton.
This morning I contacted Norton again and showed them that this is a Norton issue.
The new analyst removed Norton and Symantech manually then reinstalled it using the normal installation. The OVT Scanner then installed. I have tried several times installing uninstalling and reinstalling the OVT Driver with Norton already installed and it works fine.
I am not sure what will happen if I ever have to reinstall Norton or do a system recovery in the future but it works now and here is what he did so I can do it if I ever have to.

1. Run the normal remove/uninstall Norton program.
2. Start, Run- %temp% and individually delete all files that I can delete. (some won’t
delete)
3. Start, Run- prefetch and delete everything I can.
4. Start, Run- regedit and delete all Norton and Symantech “Software” files in
HKEY_CURRENT_USER and in HKEY_LOCAL_MACHINE
In the above he didn’t delete installer.
5. Reinstall Norton.
6.OVT shoul install (I will probably install OVT prior to #5 Norton Install just because I am
gunshy).
It is cumbersome for me, but it is better that a system recovery. Neither the analyst nor I have any idea which specific file is blocking OVT Driver from installing but I have so many hours invested in this now that I am exhausted and I think I will be able to handle it in the future. If I can’t, I will call Norton and get them to install it.
I believe this is a closed issue for Norton but hopefully this is helpful to you.

]]> Comment on Welcome to our Support Guest Book by Sue http://spectareproducts.com/blog/site/?p=1&cpage=1#comment-340 Sue Thu, 04 Feb 2010 21:43:13 +0000 http://spectareproducts.com/blog/site/?p=1#comment-340 I borrowed the Photoscanner from a friend who had lost the CD for the software. I went on the Spectare website and was able to download the software. When I thought I was ready to begin scanning, I found out that my computer was not recognizing the photoscanner. I uninstalled and reinstalled numerous times, but still had a problem. I emailed the support team with my problem and they referred me to their BLOG site where I found others that had similar problems. I tried all those solutions and once again was not successful. I just needed to be a bit more knowledgeable about my computer I guess. A wonderful man named Alex called me and talked me through the whole thing. Within a few minutes I was up and running. He definitely knew what he was talking about and I had no problem understanding his directions. Thank you, Alex! I borrowed the Photoscanner from a friend who had lost the CD for the software. I went on the Spectare website and was able to download the software. When I thought I was ready to begin scanning, I found out that my computer was not recognizing the photoscanner. I uninstalled and reinstalled numerous times, but still had a problem. I emailed the support team with my problem and they referred me to their BLOG site where I found others that had similar problems. I tried all those solutions and once again was not successful. I just needed to be a bit more knowledgeable about my computer I guess. A wonderful man named Alex called me and talked me through the whole thing. Within a few minutes I was up and running. He definitely knew what he was talking about and I had no problem understanding his directions. Thank you, Alex!

]]> Comment on Apple Mac Compatibility by Bill Zakowski http://spectareproducts.com/blog/site/?p=15&cpage=1#comment-339 Bill Zakowski Sat, 23 Jan 2010 02:00:15 +0000 http://spectareproducts.com/wordpress/?p=15#comment-339 Any status on MAC drivers and software? thanks Any status on MAC drivers and software?

thanks

]]> Comment on PhotoSaver: Captured images have a BLACK Thumbnail by Support Manager http://spectareproducts.com/blog/site/?p=214&cpage=1#comment-312 Support Manager Wed, 06 Jan 2010 06:12:26 +0000 http://spectareproducts.com/blog/site/?p=214#comment-312 Ann, I assume that you have tried restarting your computer and trying to capture the images again. This situation can happen if you have too little RAM memory- you can check your available RAM by right clicking on the MY COMPUTER icon and selecting properties- you should have more than 700MB of RAM memory. Also try quitting out of any other applications that are open and running such as e-mail programs, instant messaging and Virus checking. Make sure that you are connected to a USB 2.0 connection- if it is an older computer with a USB 1.0 the connection will be too slow. If these things are still not the issue then it is possible there is some conflict with your video display card. If you can let us know the specs on your computer we can try to troubleshoot this further - operating system, type of display, make and model of computer and amount of RAM. Let us know more information and we will try to get this working for you. ..alex Ann, I assume that you have tried restarting your computer and trying to capture the images again. This situation can happen if you have too little RAM memory- you can check your available RAM by right clicking on the MY COMPUTER icon and selecting properties- you should have more than 700MB of RAM memory. Also try quitting out of any other applications that are open and running such as e-mail programs, instant messaging and Virus checking. Make sure that you are connected to a USB 2.0 connection- if it is an older computer with a USB 1.0 the connection will be too slow.

If these things are still not the issue then it is possible there is some conflict with your video display card. If you can let us know the specs on your computer we can try to troubleshoot this further – operating system, type of display, make and model of computer and amount of RAM. Let us know more information and we will try to get this working for you.

..alex

]]> Comment on PhotoSaver: Captured images have a BLACK Thumbnail by Ann Smith http://spectareproducts.com/blog/site/?p=214&cpage=1#comment-239 Ann Smith Sat, 02 Jan 2010 14:11:42 +0000 http://spectareproducts.com/blog/site/?p=214#comment-239 I reviewed the PhotoSaver: Captured images have a BLACK Thumbnail Blog. I checked and I have 132 GB free space. So that is not the reason. I have tried slides and photos. All I get is Black Please Help. I reviewed the PhotoSaver: Captured images have a BLACK Thumbnail Blog. I checked and I have 132 GB free space. So that is not the reason. I have tried slides and photos. All I get is Black Please Help.

]]>