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05-17-2010 04:34 PM
Come on HP!!!! Your killing our business. We can't forward or e-sign our contracts because they are huge (34+x45+). I have installed 220.127.116.11 on Vista and XP machines with the same results. We try and scan to a PDF and a 10 page document yields a 16MB file. Not to mention the time it takes to scan/convert to a PDF.
Something is dreadfully wrong here. Please fix the problem before you put us out of business.
05-19-2010 04:32 PM
I just got off the phone with HP Level 2. They told me this is a know problem between HP and Adobe. They told me that the issues has "high priority" and that they are "working on it". I asked them to participate in this thread (we'll see) and to also let Level 1 know of the issue (not likely). Stay tuned.
05-30-2010 08:31 AM
2 weeks later and we don't even have the courtesy of an update from HP. I was told by the L2 case manager (Albert) that he would send me his personal email so that we could update HP with our testing results. I never heard from Albert again.
06-19-2010 09:11 AM - edited 06-19-2010 09:13 AM
I contacted the HP Case Manager yesterday since he hadn't contacted me in over a month. Turns out he closed my case the day I reported the problem and apparently left no notes in the case file. He was no longer available. He was promoted (by padding his stats I assume).
So I was assigned a new case manager (Lewis) who said he had never heard of the problem, so I started all over again. He suggested I go back to Level 1 where they could tell me how to reset the machine. I said NO! I explained about the extensive testing I had done, that the 6500 worked with other scanning software, and that I was sure it wasn't the 6500 hardware. He then tried to convince me that I needed to restore my PC. I pointed out that the 6500 was on a network and that all of the PCs on the network were having the same problem. I asked if he wanted me to recover all of the machines on our network? He said we could start with one. I asked what date/time he wanted me to recover to? He had no idea. The next deflection was an offer to send me Windows 7 drivers. I pointed out that none of our machines are Windows 7. He said it didn't matter. I said, OK, send me the drivers, knowing full well that the drivers contained in Solution Center 13 are the same drivers he is sending me on CD and available on line. A ploy to get me off the phone and waste more time?
I then asked to speak to a supervisor. He told me that supervisors don't take calls from customers. Nice! I offered to let them call me. No deal! I asked how I could communicate with a Solution Center Developer or Product Manager. They don't talk to customers either.
So, my somewhat bitter analysis is that the support organization's job is to busy out customers with resets, restores, and driver installs until the customer has reached the "good time after bad threshold" and stops calling. I'm assuming that people in the product area don't care or value customer information or that they are completely isolated from that information by the support organization. I have never had any indication that anyone wanted to analyze or trouble shoot the problem, they just want me to go away. Also, none of the people I've talked to so far have ever viewed or were even aware of this forum. Apparently, it is here just to keep us busy so we don't call HP Support.
By the way, I was asked on several occasion if they could "put me on hold for 3 minutes". I asked why he kept saying "3 minutes". I was told it was written in their procedure (script). Sheez...
After being a long time HP customer and being fulling cognizant of great HP hardware and prices, and horrible software, I'm in search of a new vendor. Hopefully one with less arrogance and disingenuous "support".
Good luck y'all
06-19-2010 10:34 AM
Just bite the bullet and buy Hamrick's VueScan and be done with it. Best purchase I ever made....with the exception of my HP 8500 all-in-one Premier.
08-10-2010 01:28 PM
Does anyone have any updates for this problem? I'm expierencing this issue and it is related to the searchable pdf format only. All other settings don't matter. I'm not getting anywhere with support. If anyone has an update please post. Thx.
08-10-2010 01:54 PM
INMO, the *only* solution is to purchase Hamrick's VueScan. No problems since getting it and it was money well spent.
Nope, I don't work for Hamrich....am just very grateful for his software.
10-07-2010 07:47 PM
Just thought I'd return to this thread once in awhile to see if there is any progress. Few (tech) things are more frustrating than a manufacturer who denies the existance of a problem that (at least) dozens of people are having. By now, I'm up to v. 14 of the software, which still cranks out out giant-sized B&W PDF scans of page-sized documents, just as did vs. 12 & 13.
A couple of work-arounds: First, another vote for ScanVue, basically now my default scanning software. But here's something new to contribute to the forum: An easy way to resize previously-scanned PDF's. If you have a lot of scans, especially multi-page ones, that you unsuspectingly scanned for archive purposes, not knowing that they were unprintable, there is an easy fix. PDFill's Free PDF Tools ( http://www.pdfill.com/pdf_tools_free.html ) contain (among other goodies) a function to "Reformat Multiple Pages." A couple of clicks and your HP-inflated PDF's are down to page size. This was a relief to discover, as I had scanned six years of multi-page tax returns before discovering the bug. Fixed them all in less than five minutes.
Back in six months.