Finding vuescan.log
The main thing we use to diagnose problems is a file
called vuescan.log that's written by default when
you run VueScan. On Mac OS X, it's written to
"/Users/yourname/Library/Preferences/vuescan.log". On Windows,
it's normally written to "c:\vuescan\vuescan.log" or the default
folder when VueScan starts.
On Linux it's written to "~/.vuescan/vuescan.log".
On Windows, the .log extension isn't displayed by the finder - it
just says "vuescan - Text Document".
Type "c:\vuescan\vuescan.log" in your e-mail client to attach the file.
The vuescan.log file is always written to your hard drive,
even if VueScan hangs when you run it. If you've turned off the
log file in the Output tab, delete vuescan.ini and run VueScan again.
VueScan Problem Reports
The vast majority of VueScan problems can be
solved by running VueScan and choosing "File | Default options"
from the menu and then doing a scan with minimal options changes.
Be sure to try this before submitting a problem report, and be
sure you're using the latest version of VueScan.
Use the procedure below to submit problem reports and suggestions.
All problem reports and suggestions are carefully read, and
fixes and improvements are prioritized based on the
number of times a problem report or suggestion is received.
If you want to find out whether a given scanner works with
VueScan, the best way to find out is to consult the list of
supported scanners
and then
download VueScan and test it on your system.
If you've lost your serial number, or need a replacement
serial number, you can
get a new serial number online.
A problem report should contain:
- The model of scanner you're using
- A brief description of the problem
- Things you've already tried to solve the problem
- Make sure you attach vuescan.log to your e-mail, as an uncompressed, unmodified attachment (not .zip, .rar, .rtf, .doc)
- Make sure you attach the exact procedure used to
produce vuescan.log, and make sure this procedure is
comprehensive, detailed, and is the simplest
procedure needed to duplicate the problem
- If we've exchanged e-mails about this problem, please
be sure to attach them to the Problem Report.
The problem report should have a detailed, step by step
description of the procedure you use to reproduce a problem.
Each step of the procedure should itemize a single option
change, a single mouse action, or any other single action.
The procedure should have all of these steps:
- Turn off power to scanner and computer
- Turn on scanner, wait till scanner ready
- Turn on computer
- Run VueScan
- Use the "File | Default options" command
- (do the bare minimum number of steps to reproduce the problem)
- Exit VueScan
Please note that any e-mail larger than 5 MBytes is
automatically discarded by our e-mail server, so if you have
any large files, please upload them somewhere and send a URL
that points to these files in your problem report.
Please note also that the heavy volume of e-mail makes it
impractical to keep track of multiple e-mails about the same
problem, and that each problem report needs to be completely
contained in a single e-mail. Each e-mailed problem report
should only describe a single problem.
Warranty and Return Policy
If you're not satisfied, for any reason, just let us know within 30 days
of purchase and we'll give you a full refund.
All we ask is that you use VueScan with your scanner before you buy it.
Batch Scanning
If you plan to scan large numbers of prints,
slides or negatives, there are a number of