My first email to them on this subject:

From: turbo@weasel.com
Posted At: 12:18:57.000 06/02/2004
Posted To: support@roxio.com
Subject: When I used my epson perfectio[KB=Pho]


When I used my epson perfection 3200 scanner, in b&w mode, I get 6 horiziontal lines across my image. When I scan in color, I don't get the lines. When I scan in 8 bit grey scale I do not get the lines. When I use photoshop 7 in b&w I do not get the lines. When I rotate the scanned object the 6 lines do not rotate. I have rebooted my computer to no avail. I have checked for updates with photosuite 5, and there are no updates. I contacted epson, and they said the problem didn't occur with photoshop or microsoft paint, or in 8 bit grey or 24 bit color, so the problem is likely with roxio photosuite, which they don't support. What is going on and how do I fix it?

thanks, turbo

Their reply:

Dear customer:

Please proceed through the following suggestion:

1. Uninstall the ROXIO PHOTOSUITE 5.0 software by going to START > CONTROL PANEL > ADD/REMOVE PROGRAMS.
2. Uninstall any other ROXIO products off the machine, via the same method. You will be able to reinstall this again, at the end of the troubleshooting steps.
Note: Uninstall "EASY CD CRETOR Version X" off the machine as well. This in fact, is a Roxio/Adaptec product. You will be able to install the software after proceeding through the steps in this article.
3. Click on the link below to download (and then double click to APPLY) the 'roxizap.exe' utility, which will remove any reminense of the ROXIO softwares off the machine:
http://softwareupdates.roxio.com/gm/support/tools/roxizap.exe
4. Refer to the steps below to make sure there is nothing running in the background before installing the software:
For Windows 98/98se/Me users:
1. Click on START on the bottom left hand side.
2. Click on RUN
3. Type in 'MSCONFIG' and click OK
4. Click on the STARTUP tab on top (amongst the other tab running across on top)
5. Uncheck everything you have in here, EXCEPT FOR SYSTEM TRAY.
6. Click on APPLY
7. Click on OK
8. Reboot the machine.

FOR WINDOWS XP:
a. Click on START on the bottom left hand side.
b. Click on RUN
c. Type in 'MSCONFIG' and click OK
d. Click on the STARTUP tab on top (amongst the other tab running across on top)
e. Click on the 'Disable All' button, towards the bottom of this list.
g. Click on the SERVICES tab.
g. Put a check mark in "HIDE ALL MICROSOFT SERVICES".
h. Uncheck all the remaining items in 'SERVICE' list.
i. Click on APPLY.
j. Click on Close
k. Reboot the machine.

5. Re-install the ROXIO PHOTOSUITE 5.0 software back into the machine. You can now, reinstall any other ROXIO products that you had previously uninstalled.

If you should need further assistance, please do not delete the previous email exchanges we've had, so that the next technician would know what the original problem was, and the suggestions that were made to you (just click on the REPLY button to include the previous email exchanges).

Thank you,

Roxio

My reply:

Posted At: 08:39:27.000 06/06/2004
Posted To: support@roxio.com

I did all that.
Program is still broken, that is there are black horizontal lines across my
scans. With a different scanner, i.e. memorex 6136u, in b&w mode, there are no black horizontal lines.
With the epson scanner, halftone also generates the bogus black lines.
but 8 bit greyscale does not.
Please advise.
turbo


Their reply:

Date: Thu Jun 17 11:28:00 2004
From: support@roxio.com
To: turbo

Dear customer:

The EPSON scanner, when you initially purchased it, came with a software. Attempt to scan into that software to see if you get the same artifact. From the sounds of it, when you change scanners the problem is resolve, and the problem seems to be exclusive to just the EPSON scanner. So again, attempt to use the software that was initally bunded with the scanner to see if you experience the same problem.

If you should need further assistance, please do not delete the previous email exchanges we've had, so that the next technician would know what the original problem was, and the suggestions that were made to you (just click on the REPLY button to include the previous email exchanges).

Thank you,

Roxio

My reply:

From: turbo
Posted At: 23:21:04.000 06/17/2004
Posted To: support@roxio.com

The scanner came with silverfast, which I have not had a chance to test.
It also came with photoshop, which works fine.
The epson folks also had me test the scanner using microsoft paint, which
also works fine. Only photosuite has a problem.
I mentioned all of this in my first email to your support, dated 6/02/2004
Perhaps you should read it.
Epson said that microsoft paint uses microsoft native drivers and that
silverfast uses the epson drivers. Both work fine. The say the problem is with
photosuite.
If you send me the newest version, I would be happy to see if the bug has
been fixed. I happen to like the simplicity of photosuite, despite its
limitations.
I would hope you folks would fix the lesser bugs it has like
sucking up 10's of cpu seconds to do simple things, or
the way it hangs while trying to print images, or the way
it installs 561mbytes of stuff. But I haven't reported those bugs as I can
work around them. Horizontal black lines on my black and white scans
is a really serious bug that I really need fixed.
I have written software professionally for over 20 years, and I would hope
you would have some ideas to deal with my problem beyond reading the
FAQ and uninstalling and reinstalling the software (and scrubbing the registry
of all roxio software in the middle).
Perhaps there is some debugging output, or some test images, or some
debug version, or whatever you folks have to really debug problems.
I have been waiting for over two weeks, and I have to use a second scanner,
which is a piece of junk compared to my epson scanner.
I hope you can resolve this mission critical bug.
Thanks,
Turbo


Their reply:

Date: Wed Jun 23 21:19:37 2004
From: support@roxio.com
To: turbo

Thank you for contacting Roxio Technical Support.

The information in this article applies to:
PhotoSuite 5
Applicable Operating Systems:
Windows - all versions
Issue:
PhotoSuite 5 cannot transfer from a twain device. The twain driver freezes, closes without transferring photos, reports an error, or provides sub-standard images

Cause:
An updated SupportTWAIN.dll file may be required and the memory transfer mode must be changed.
Resolution:
Installing an updated SupportTWAIN.DLL file is required.
1.Use the link below to download the updated file.
2.Save the file to the C:\Program Files\Common Files\Roxio Shared\SharedCom folder.
3.Overwrite the existing SupportTWAIN.dll file in that folder.
ftp://ftp.mgisoft.com/Download/photo/PS5/SupportTWAIN.dll

Try to transfer photos from the twain device again. If the problem persists, the memory transfer mode needs to be changed as shown below.

Three transfer modes are available in the Main Options menu.

1.File Transfer (recommended)
2.Memory Transfer
3.Native Transfer

Change the transfer mode and attempt to transfer photos from the twain device again.

If the information provided does not resolve your issue simply reply to this email. Please do not delete any of the existing text as it contains information to ensure your request is routed correctly.

Regards,

Roxio Technical Support

My reply:

From: turbo
Posted At: 12:07:44.000 06/24/2004
Posted To: support@roxio.com

Sounds good to me, but I cannot connect to the ftp site.
Is there any other place to find the file?
thanks,
turbo


Their reply:

Date: Wed Jun 30 12:23:08 2004
From: support@roxio.com
To: turbo

Dear customer:

I apologize for any inconvenience.
I have infact attached the necessary DLL file (as outlined in the article below) in a separate email (coming in from reza.salehoun@roxio.com). Simply proceed through the steps below once again, and when required refer to the DLL file that has been sent to you in the separate email.

If you should need further assistance, please do not delete the previous email exchanges we've had, so that the next technician would know what the original problem was, and the suggestions that were made to you (just click on the REPLY button to include the previous email exchanges).

Thank you,

Roxio


My reply:

From: turbo
Posted At: 22:19:47.000 07/13/2004
Posted To: support@roxio.com

I never got the attachment.
It is possible that my ISP blocks dll attachments.
I know they don't block zip files, so you could always zip it up.
I sent you an email about this at least 2 weeks ago, but I have heard nothing.
I would appreciate the correct dll.
thanks,
turbo


Their reply:

Date: Wed Jul 14 15:20:11 2004
From: support@roxio.com
To: turbo

Dear customer:

I have infact ZIPPED the DLL file , and have resent it to you.

If you should need further assistance, please do not delete the previous email exchanges we've had, so that the next technician would know what the original problem was, and the suggestions that were made to you (just click on the REPLY button to include the previous email exchanges).

Thank you,

Roxio


My reply:

Date: Mon Jul 19, 2004 I never got the dll file. Perhaps you could try to mail it again, or put it on
a real ftp server. I checked the mgi url, and there is still no file there.

thanks,
turbo


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