Printer driver

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jsjag1990
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Printer driver

Post by jsjag1990 » Mon Apr 13, 2015 1:51 am

I have Eschange Viewer Pro 2.5. My Canon all in one printer died and I bought an Epson 3620 to replace it. The problem is that when I go to scan I can't use the ADF because the Epson always defaults to flat bed scanner.

I believe, no I am very sure that there are two drivers installed one is a WIA and the other is a TWAIN. The TWAIN driver works in other programs but in PDF Exchange Viewer I don't have the optiion of different drivers, only the WIA driver is available.

How can I add the other driver?

I am running WIN 7 64 bit.

Not happy at the moment!

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Radi - Tracker Supp
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Re: Printer driver

Post by Radi - Tracker Supp » Mon Apr 13, 2015 9:50 am

Hello jsjag1990,

Thank you for the post. I believe that your TWAIN driver is a 32-bit one. Please note that true 64-bit applications cannot work with 32-bit drivers. Please look for a 64-bit TWAIN driver for your new printer and it should work fine.
You can find more information on this subject in this knowledge base article: I have a problem with accessing my scanner interface from PDF-Tools or PDF-XChange Viewer on a 64 bit version of Windows.

Regards,
Radi

jsjag1990
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Re: Printer driver

Post by jsjag1990 » Mon Apr 13, 2015 11:57 am

Are you telling me that the problem is with my PDX-Exchange Viewer program
or
The problem is with the Epson

I've had the PDF-XChange Viewer program for a while and maybe it isn't able to work with the newer equipment?

On all the other programs that I used to test the Epson 3620 there was a pop-up that gave two choices, one was the WIA and the other was an Epson program interface. The believe that the problem I am seeing is that PDX-Xchange Viewer only has one option the WIA.

The previous equipment was a Canon MX-700 and when PDF-Xchange Viewer choice of scanner popped up it was a Canon MX700 Type: WIA.


Radi - Tracker Supp wrote:Hello jsjag1990,

Thank you for the post. I believe that your TWAIN driver is a 32-bit one. Please note that true 64-bit applications cannot work with 32-bit drivers. Please look for a 64-bit TWAIN driver for your new printer and it should work fine.
You can find more information on this subject in this knowledge base article: I have a problem with accessing my scanner interface from PDF-Tools or PDF-XChange Viewer on a 64 bit version of Windows.

Regards,
Radi

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Radi - Tracker Supp
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Re: Printer driver

Post by Radi - Tracker Supp » Mon Apr 13, 2015 12:41 pm

Hello jsjag1990,

I believe the problem is with your printer's drivers. Please check if you have a 32 or 64-bit version installed. Most of the applications are 32-bit and that is why they can see and work with your 32-bit TWAIN drivers. The Viewer is a native 64-bit application and it simply cannot work with the 32bit driver. Please try looking for a 64-bit driver from your manufacturer's website.

Regards,
Radi

jsjag1990
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Re: Printer driver

Post by jsjag1990 » Mon Apr 13, 2015 2:38 pm

I called Epson tech support and inquired about the 64 bit driver. They instructed me to:

Visit our support site to download the latest Drivers and Utilities Combo package for your unit.


Turn off your printer.
Depending on your location, go to our U.S. or Canada Support Site.
Select your product category then click on Epson WorkForce WF-3620.
Click Drivers & Downloads.
Select the Drivers and Utilities Combo Package for your operating system and connection type (Network or USB).
When prompted to Run or Save, select Run and follow the on-screen instructions to install. Note: You can choose to Save the file for a later install, if you prefer.
When the installation process finishes, reboot your computer to finalize the installation.

The website verified that I was using Win7 64 bit and gave showed the files to download. I've done downloaded, I'll install and let you know how it goes. I like PDF-Xchange and don't want to have to find another program. I hope it works! :)

Radi - Tracker Supp wrote:Hello jsjag1990,

I believe the problem is with your printer's drivers. Please check if you have a 32 or 64-bit version installed. Most of the applications are 32-bit and that is why they can see and work with your 32-bit TWAIN drivers. The Viewer is a native 64-bit application and it simply cannot work with the 32bit driver. Please try looking for a 64-bit driver from your manufacturer's website.

Regards,
Radi

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Re: Printer driver

Post by Radi - Tracker Supp » Mon Apr 13, 2015 2:42 pm

Hi jsjag1990,

Glad to hear you got a reply from your scanner vendor!
I hope that the routine they recommended will install 64 bit TWAIN drivers, and this will solve your problem with scanning through the Viewer/Editor as well.

Looking forward to your feedback how it went!

Regards,
Radi

jsjag1990
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Re: Printer driver

Post by jsjag1990 » Mon Apr 13, 2015 3:23 pm

The install program installed both the 64 bit driver and the 32 bit driver. I am on the phone with Epson tech (15 minutes into the call) I am getting nowhere. The tech guy keeps leading me back to the Epson software / scan program.

I explained to him that it is a WIA interface problem. InFran and openoffice will scan BUT I have to choose the non-WIA driver and it has to call up the Epson interface.
Radi - Tracker Supp wrote:Hello jsjag1990,

I believe the problem is with your printer's drivers. Please check if you have a 32 or 64-bit version installed. Most of the applications are 32-bit and that is why they can see and work with your 32-bit TWAIN drivers. The Viewer is a native 64-bit application and it simply cannot work with the 32bit driver. Please try looking for a 64-bit driver from your manufacturer's website.

Regards,
Radi

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Will - Tracker Supp
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Re: Printer driver

Post by Will - Tracker Supp » Mon Apr 13, 2015 3:43 pm

Hi ,
I believe, no I am very sure that there are two drivers installed one is a WIA and the other is a TWAIN
This is almost certainly the case. Most scanners will install both the 32-bit and the 64-bit drivers. This is because 32-bit applications can only work with 32-bit scanner drivers and 64-bit applications can only work with 64-bit scanner drivers.

The only way to use your 32-bit TWAIN drivers with the Viewer, would be to use the 32-bit Portable Viewer, which is available here:
http://www.tracker-software.com/PDFX_Vwr_Port.zip

Alternately, you could ask for 64-bit TWAIN drivers, but these are extremely rare.
The problem is that when I go to scan I can't use the ADF because the Epson always defaults to flat bed scanner.
I'm not 100% sure what ADF means, here. Is this the document feeder? If so, could you please try using this option with MS Paint and see if it still defaults to the flatbed? If it does, then this is likely because the "ADF" utilizes only the 32-bit driver and so cannot be used with 64-bit applications.

Cheers,
If posting files to this forum, you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded.
Thank you.

Best regards

Will Travaglini
Tracker Support (Europe)
Tracker Software Products Ltd.
http://www.tracker-software.com

jsjag1990
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Re: Printer driver

Post by jsjag1990 » Mon Apr 13, 2015 3:54 pm

I don't have Paint installed nor do I have any MS imaging installed. I'm not a big MS guy and use minimal MS products. I have MS Word installed and when I use it to scan I don't even get to see a WIA driver as a choice but there are two choices. Neither choices scanned from the ADF.

ADF stands for Automatic Document Feeder.

SO I guess my old Canon MX 700 used a 64 bit driver. It was a WIA driver in the PDF-XChange choices of scanner devices. Too bad it dies. :(

I have a fear that this will be a problem with other printers.


Will - Tracker Supp wrote:Hi ,
I believe, no I am very sure that there are two drivers installed one is a WIA and the other is a TWAIN
This is almost certainly the case. Most scanners will install both the 32-bit and the 64-bit drivers. This is because 32-bit applications can only work with 32-bit scanner drivers and 64-bit applications can only work with 64-bit scanner drivers.

The only way to use your 32-bit TWAIN drivers with the Viewer, would be to use the 32-bit Portable Viewer, which is available here:
http://www.tracker-software.com/PDFX_Vwr_Port.zip

Alternately, you could ask for 64-bit TWAIN drivers, but these are extremely rare.
The problem is that when I go to scan I can't use the ADF because the Epson always defaults to flat bed scanner.
I'm not 100% sure what ADF means, here. Is this the document feeder? If so, could you please try using this option with MS Paint and see if it still defaults to the flatbed? If it does, then this is likely because the "ADF" utilizes only the 32-bit driver and so cannot be used with 64-bit applications.

Cheers,

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Will - Tracker Supp
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Re: Printer driver

Post by Will - Tracker Supp » Mon Apr 13, 2015 4:12 pm

Hi jsjag1990,

Do you have any other 64-bit applications that are capable of scanning? By default, MS Office installs as 32-bit, by default and it can be a little bit of a pain to install the 64-bit version.

At the moment, it really does sound like the issue is that your scanner uses only the 32-bit drivers for the document feeder. I would recommend that you ask Epson whether or not this is the case and, if it is, either ask them for 64-bit TWAIN drivers, or use the Portable Viewer 32-bit):
http://www.tracker-software.com/PDFX_Vwr_Port.zip

Cheers,
If posting files to this forum, you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded.
Thank you.

Best regards

Will Travaglini
Tracker Support (Europe)
Tracker Software Products Ltd.
http://www.tracker-software.com

jsjag1990
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Posts: 13
Joined: Thu Nov 10, 2011 11:04 pm

Re: Printer driver

Post by jsjag1990 » Mon Apr 13, 2015 5:02 pm

The program in that ZIP file did the trick. The first choice in line was a Twain driver, click on it and the Epson interface popped up. Scanned the doc from the document feeder and it appeared in PDFXc view.

Now the next questions is why does my Pro version only show the one driver and am I using the wrong program. Looking at the Tracker site the Pro version is an upgrade from the portable version. Going forward should I just use the portable and input my registration number from my pro version?



"Portable Version:

The portable version - it does not need installation, and does not make changes to your computer's registry (a special place where information for all installed applications is stored), so it is as it's name suggests; portable, and can be "carried" on a memory stick, for example, and allow you to bring your PDF Viewer with you, wherever you go. All configuration and settings are stored in a file in the same folder as the application.
It is also only available in a 32 bit variant, so can be used as a "workaround" when you have a 64 bit OS and 32 bit scanner drivers - our stand alone product can not recognize or work with those drivers while the portable version should do the trick."

Will - Tracker Supp wrote:Hi jsjag1990,

Do you have any other 64-bit applications that are capable of scanning? By default, MS Office installs as 32-bit, by default and it can be a little bit of a pain to install the 64-bit version.

At the moment, it really does sound like the issue is that your scanner uses only the 32-bit drivers for the document feeder. I would recommend that you ask Epson whether or not this is the case and, if it is, either ask them for 64-bit TWAIN drivers, or use the Portable Viewer 32-bit):
http://www.tracker-software.com/PDFX_Vwr_Port.zip

Cheers,

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Will - Tracker Supp
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Re: Printer driver

Post by Will - Tracker Supp » Mon Apr 13, 2015 5:24 pm

Hi jsjag1990,
Now the next questions is why does my Pro version only show the one driver and am I using the wrong program...
As mentioned previously, this is because TWAIN drivers are usually 32-bit. On a 64-bit installation of Windows, the Viewer will be installed as 64-bit and 64-bit applications cannot use 32-bit scanner drivers. The Portable Viewer is a 32-bit application and so is able to see your 32-bit TWAIN drivers.

Thanks,
If posting files to this forum, you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded.
Thank you.

Best regards

Will Travaglini
Tracker Support (Europe)
Tracker Software Products Ltd.
http://www.tracker-software.com

jsjag1990
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Re: Printer driver

Post by jsjag1990 » Mon Apr 13, 2015 5:39 pm

Epson technical support swears that 64 bit drivers came with the install package. I have no idea if that is true.

What I do know is that using the Portable Viewer shows two different drivers. One is a TWAIN and the other is a WIA. I am assuming that to the Epson Tech people, the WIA is the 64 bit driver but if it is --- that puppy isn't playing well.

I am thinking that having access to the zipped Portable Viewer isn't going to work forever (or maybe it will) and I need to find a solution.

I'm not going to call Epson again today, I've already spent an hour on the phone today with them. Plus they are not very knowledgeable and get me stressed.

Will - Tracker Supp wrote:Hi jsjag1990,
Now the next questions is why does my Pro version only show the one driver and am I using the wrong program...
As mentioned previously, this is because TWAIN drivers are usually 32-bit. On a 64-bit installation of Windows, the Viewer will be installed as 64-bit and 64-bit applications cannot use 32-bit scanner drivers. The Portable Viewer is a 32-bit application and so is able to see your 32-bit TWAIN drivers.

Thanks,

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Will - Tracker Supp
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Re: Printer driver

Post by Will - Tracker Supp » Mon Apr 13, 2015 6:22 pm

Hi jsjag1990,

I'm not sure that I was completely clear previously, so I've broken it down point by point, to make things clearer and hopefully avoid misunderstanding. If you do need further clarification, please do let me know.

- Most scanners do ship with 2 drivers. This is normally one 32-bit TWAIN driver and one 64-bit WIA driver, so they are very likely correct in this statement:
Epson technical support swears that 64 bit drivers came with the install package. I have no idea if that is true.
- In your case, it would seem that the document feeder only uses the 32-bit TWAIN driver, but the flatbed uses both TWAIN and WIA drivers.

- 64-bit applications cannot use 32-bit drivers.

- This is why 64-bit applications cannot use the document feeder: it uses 32-bit drivers.

- The Portable Viewer is 32-bit and so can use the 32-bit drivers that control the document feeder.
- In your case, it would seem that the document feeder only uses the 32-bit TWAIN driver, but the flatbed uses both TWAIN and WIA drivers.
When you can, please have Epson confirm whether or not this is true or, please test with any other 64-bit application and see whether or not it is able to use your document feeder. This is why I suggested testing with MS Paint - it is a 64-bit application on 64-bit operating systems and comes with all Windows 7, 8 and 8.1 OS's, possibly earlier versions of Windows too.

Thanks,
If posting files to this forum, you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded.
Thank you.

Best regards

Will Travaglini
Tracker Support (Europe)
Tracker Software Products Ltd.
http://www.tracker-software.com

jsjag1990
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Posts: 13
Joined: Thu Nov 10, 2011 11:04 pm

Re: Printer driver

Post by jsjag1990 » Tue Apr 14, 2015 3:08 pm

I found Paint. It will not scan from the auto document feeder.

Will - Tracker Supp wrote:Hi jsjag1990,

I'm not sure that I was completely clear previously, so I've broken it down point by point, to make things clearer and hopefully avoid misunderstanding. If you do need further clarification, please do let me know.

- Most scanners do ship with 2 drivers. This is normally one 32-bit TWAIN driver and one 64-bit WIA driver, so they are very likely correct in this statement:
Epson technical support swears that 64 bit drivers came with the install package. I have no idea if that is true.
- In your case, it would seem that the document feeder only uses the 32-bit TWAIN driver, but the flatbed uses both TWAIN and WIA drivers.

- 64-bit applications cannot use 32-bit drivers.

- This is why 64-bit applications cannot use the document feeder: it uses 32-bit drivers.

- The Portable Viewer is 32-bit and so can use the 32-bit drivers that control the document feeder.
- In your case, it would seem that the document feeder only uses the 32-bit TWAIN driver, but the flatbed uses both TWAIN and WIA drivers.
When you can, please have Epson confirm whether or not this is true or, please test with any other 64-bit application and see whether or not it is able to use your document feeder. This is why I suggested testing with MS Paint - it is a 64-bit application on 64-bit operating systems and comes with all Windows 7, 8 and 8.1 OS's, possibly earlier versions of Windows too.

Thanks,

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Will - Tracker Supp
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Re: Printer driver

Post by Will - Tracker Supp » Tue Apr 14, 2015 3:21 pm

Hi jsjag1990,
I found Paint. It will not scan from the auto document feeder.
If this is the case, then it would seem that the document feeder really does only use the 32-bit TWAIN driver.

I'm afraid that there's nothing we can really suggest other than to use the Portable Viewer, or to contact Epson and get their thoughts on a solution.

Cheers,
If posting files to this forum, you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded.
Thank you.

Best regards

Will Travaglini
Tracker Support (Europe)
Tracker Software Products Ltd.
http://www.tracker-software.com

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