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The professional, easy to use screen capture solution




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Frequently Asked QuestionsFAQ




Frequently Asked Questions

Where can I find information about how to use SmartCapture?

All information about how to use SmartCapture can be found in the online help, which is accessible by pressing "F1", by selecting the menu item "Help -> Help Topics" or by selecting the item "SmartCapture Manual" in the SmartCapture program group or by clicking the "Help" button on any program dialog.

I tried getting help with using the product, but all my emails remain unanswered.

As you can read everywhere with our contact details, you need to include the exact product name in the subject of your emails. Messages without a valid product name are automatically deleted by our spam filter. We answer all emails within a few days, so if you don't get an answer from us, please check if you included the correct product name in your email subject. If you did and there is still no answer from us, please check your spam folder and spam settings of your email provider, because there's a good chance our replies are blocked on your side. If everything seems fine on your side, please try contacting us using an alternative email address, because in rare cases, some ISPs or email providers block our emails due to incorrect spam server lists, etc.

I did not get my license email!

License emails are sent out directly after an order completes all security checks. If you do not receive the email, please check your spam folder or spam settings of your email provider. In most cases, this solves the problem. If not, please contact us using a different email address as you used when placing the order. It's possible that your ISP or email provider blocks our emails for some reason (see above) and in this case we are unable to contact you. With an alternative email address, it should work.

How can I purchase SmartCapture?

To purchase SmartCapture online, please follow the "Purchase" link to our secure order server. After purchasing the product, your personal license and detailed installation instructions will be sent to you per email.

The update check says my license is not valid for the new version. Why?

If you are within the 1 year free major upgrades period, please send us your license file and we will send you an updated license free of charge. If you are not eligible for a free major update, you can purchase the upgrade with a 50% discount. Please send us your license file so that we can issue the upgrade coupon.

The main dialog of SmartCapture does not disappear when I click "New" How can this be fixed?

You are probably using the Windows option to animate (fade out) windows when they are closed or minimized. That’s why the system is not fast enough to hide them before SmartCapture starts the capture. The easiest way to prevent that is by starting the capture with the Hot-Key. Simply close the SmartCapture dialog and press the Hot-Key whenever you want to capture anything. Alternatively, if you want to use the “New” button, simply set a capture delay (e.g. 500 ms) in the general options of SmartCapture. Another way to solve this issue is to switch off the window animation effects (in the advanced visual effects options of the operating system).

I don't know how to automatically save or print the image directly after capturing (the "Default Action" feature of HardCopy Pro seems to be missing in SmartCapture).

SmartCapture organizes all capture-related options in profiles. Please create a new profile that automatically saves or prints your captured image. You can create a profile by selecting "New Profile" from the menu. Further information about profiles and practical examples can be found in the online help of the program.

Immediately after assigning a Device Event to SmartCapture, I just get an error message when I press the assigned push button on my scanner.

If Device Events don't work directly after assigning them to SmartCapture, please open "Cameras and Scanners" in the Windows Control Panel and confirm the assignment of each Device Event to SmartCapture. Alternatively, you can also reboot your system to confirm the changes.

My scanner ignores the values for DPI, color mode or size I've set in the SmartCapture scanning options!

The Twain drivers of some scanners and other imaging devices do not support the automatic preselection of these parameters. Please try to use the standard Twain dialog for setting these parameters.

When I try to capture an image, the whole screen goes black and I can't capture anything!

Some security programs (like e.g. Webroot) actively block screen captures to protect the user from malicious software. Please try temporarily disabling your security program and try again to see if this fixes the problem. In e.g. Webroot, you can disable the "Identity Shield" (in the "Identity Protection" options) and the screen captures will work again. Some programs also allow unblocking specific programs, so you can add the screen capture program to the list of allowed programs.

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