FAQ

## Help file for Companion Suite Pro LL software

The aim of this file is to help you solve problems that you might run into when using the Companion Suite Pro LL.

### Description of the problems

- Under Windows XP only : Some applications keep on using more on more memory.

- Solution : This is a known issue of Windows XP. This issue will be fixed by Microsoft in Service Pack 3. To solve the issue, go to the Windows Display settings and select the "Classic Theme" to be used instead of the "Windows XP Theme" or you can download from Microsoft the patch fixing this issue. The patch can be found by searching for KB319740 on the Microsoft website.

- If you have connection issues with the USB cable :

- Solution : Check out the web site of the manufacturer of your PC or the manufacturer of the mother board of your PC to download the up-to-date drivers for the Host USB controller. If the problem is not fixed, check the BIOS version of your PC and check out the web site of the manufacturer of your PC to see if BIOS update needs to be done.

- PowerPoint Documents, if a text displayed in a light color on the screen of you computer and is printed in black on paper :

- Solution : In the print dialog of PowerPoint, select "Color" instead of "Black and White" (selected by default) then print the document.

- PowerPoint Documents, if you have characters printed one on top of the other and there is the hyphen (-) character :

- Solution : Download the patch from the Microsoft Website at the following address : http://support.microsoft.com/kb/306605/en-us.

- If you have PaperPort 10SE already installed on your PC and you are doing a "Full installation", you might have the following error message "Internal Error 2723. New Product Found" and setup does not continue.

- Solution : When the issue occurs, restart the PC. After the restart of the PC, if the Companion Software does not work, restart the setup procedure by double-clicking on the Setup.exe at the root of the CD (or by ejecting and reinserting the CD in the CD player), then select "Custom Installation" then "Companion Suite". When the PaperPort 10SE (or greater version) is already installed on the PC, you cannot install PaperPort 9SE (provided on CD Companion Suite Pro LL) on the PC. (Ref. #3068)

- If you print a PDF file that is in a paper format Double Card (or other format than A4 or Letter format) that might be printed, in some cases, incorrectly.:

- Solution : To solve the issue, click on Print in Acrobat Reader, in the print Window, uncheck option "Choose Paper Source by PDF page size" , then click on button "Properties" and make sure that A4 paper format is selected. In the print window of Acrobat Reader, relaunch the printing of the document. (Ref #3155)

- If you print 6 pages per sheet in Landscape mode in Acrobat Reader, on the printed sheet you might have the first page in the upper right corner and the sixth page in the lower left corner (when the sheet is held horizontally).

- Solution : To solve the issue (specific to Acrobat Reader), display the print window of Acrobat Reader and uncheck option "Auto-rotate and center" and launch again the printing of the document.(Ref #2970)

- If durint setup of Companion Suite, you have the following error "Library Companion.dll could not be loaded".

- Solution : Look for the file setupapi.dll on drive C:\ and its subdirectories. If the file setupapi.dll is in an another location than the Windows directory (C:\Windows on 98SE,Me,XP or C:\Winnt on Windows 2000) or in one of the sub folders of the Windows directory then rename the file(s) setupapi.dll that are not located in the Windows directory (or its subfolders) into setupapi.old and restart the installation of Companion. If the issue still continue to occur, name the file setupapi.old (that you previously renamed) back to setupapi.dll (Alpha #170).

- If you are installing in WiFi Ad-Hoc mode (point to point), it might occur that the setup application does not manage to discover automatically your device.

- Solution :

- Solution 1 : Check in the WiFi utility on your PC that the PC correctly connected in WiFi to your device, check the same SSID is used on both the PC and the device. Check that the WiFi Network board on your PC is also in DYNAMIC IP (DHCP). In the Ad-Hoc Mode, Windows might require several minutes (around 5 minutes) to fully initialize the WiFi network board. To check that the WiFi board is fully initialized, click on "Start" => "Run" => Type cmd (or command on W98SE/Me) and in the DOS window (black window) type IPCONFIG, check that the IP address of the WiFi board is non zero. If the IP address is zero (0.0.0.0), wait a few minutes and run again the IPCONFIG command until the IP address becomes non zero. When the IP address is non zero, start again the procedure of installation by using the Add-Printer Wizard.
- Solution 2 : Check in the WiFi utility on your PC that the PC correctly connected in WiFi to your device, check the same SSID is used on both the PC and the device. Configure your device to use static IP address, enter the following IP address 192.168.0.1 and the following subnet mask 255.255.255.0. On your PC, configure the network board in static IP mode, enter the following IP address 192.168.0.2 and the following subnet mask 255.255.255.0. Start again the procedure of installation by using the Add-Printer Wizard.

If issue persists, disable any firewall and restart the setup procedure.

- If you unconnect then connect a laptop PC from your docking station, then it may happen that the scan and fax function may not work after the PC connection to the docking station.

- Solution :

- Unplug then plug the USB cord #3521

- If you print several copies of a multi page document from Microsoft Office, it may happen that the copies be printed in the incorrect order

- Solution :

- This issue related to Microsoft Office and Windows ( Microsoft reference number of the issue : KB816738). Please update Windows and Office (updates are available on the Microsoft website) #3516

- If you print from Excel or Word with a document in the Letter format and you have A4 paper sheet in the device, if you select "Resize A4 document to Letter document" then a white page might be printed.

- Solution :

- Unselect option "Resize A4 document to Letter document" #2859

- If you encounter the following error message during installation: [ RunDLL Error loading C:\program~1\File~1\instal~1\profes~1RunTime\09\00\intel32\Ctor.dll The specified module could not be found. ]

- Solution :

- Please follow the following sequence to fix the issue: 1. Close all opened programs. 2. Rename the C:\Program Files\Common Files\InstallShield\Professional directory as: C:\Program Files\Common Files\InstallShield\Professional.old. 3. Run the setup.exe file that is located on the Companion directory of the Companion CD-ROM. Make sure you launch the setup.exe file in the Companion directory and not the one at the CD-Rom root.

- If during an update (ie. installation of a new version whereas an old one is already installed on the PC) the new version is not correctly installed

- Solution: leave the installation CD in the CD-ROM reader during all the stages of the update process which are:

- The first launch of the installer which uninstall the old version.
- Restart of the PC at the end of the uninstallation process.
- Automatic launch of the new version installation after the restart of the PC.
- A last restart of the PC.

- If you want to install the printer driver under a x64 Vista Operating System

- Solution : The Companion Suite Pro LL is not designed to be installed on a 64-bit system. However, the LFx printer drivers provided on the Companion Suite Pro LL CD-ROM are Vista compliant and Vista Logo certified for both x86 and x64.

- Here is the procedure to install LFx Printer Drivers using the Hardware-First method (without installing the Companion Suite):
- - Insert the Companion Suite Pro LL CD-ROM on the CD-ROM drive
- DO NOT RUN THE SETUP
- - Plug the USB cord
- -> The system searches for compatible drivers on the CD-ROM.
- - On the following message:
- Select “Don’t show this message again for this device”
- -> The User Account Control (UAC) needs your permission to continue
- - On the following message:
- Select “Don’t show this message again for this device”
- -> The User Account Control (UAC) needs your permission to continue
- => At the end of the installation, the Driver Software Installation says that Device driver software was not successfully installed but the Printer driver is correctly installed:
- Missing drivers are scanner, Fax and Companion Suite monitoring drivers.
- - Go in the Printers folder, a new printer has been created.