Visioneer Knowledgebase
Visioneer Knowledgebase
Title: Windows Vista Manual Clean Uninstall
Article ID: VIS1385
Updated: 3/15/2007
Operating Systems: Windows XP
Scanner Models: Visioneer Flatbed: 9520, 9420, 7400, 9320, 9220, 9120, 9020, 9000, 8900, 8800, 8700, 8600, 8100, 7700, 7600, 7300, 7100, 6600, 6400, 7600, 6200, 6100, 6000, 5800, 5600, 5300, 4800, 4500, 4400, 3300, 3100, 3000, PaperPort OneTouch
  Visioneer Strobe: XP300, XP200, XP100, RoadWarrior (RW120, PRW120), StrobePro, StrobePro NT, PaperPort VX, MX and IX
  Visioneer ADF: XP470, XP450, 9750, 9650i, 9450, 8650, PT430, PT470, PT680, PT780
  Xerox : X6400, X7600, X4800, X2400DM250, DM250L, DM252, DM262, DM262i, DM272, DM150, DM152, DM162, DM510, DM515, DM520, DM632, DM3640, DM752
 
Symptom:
 
This document describes how to manually clean your system of any Visioneer or Xerox and PaperPort software. This procedure is recommended by the Technical Support group when normal uninstall procedures do not resolve conflicts and errors such as "Fatal Error" on uninstall and "scanner not found", or files that have become corrupted during improper installation.
 
Solution:
 
In Step 7 of these instructions you will be asked to modify your Windows system registry during this removal process. If you are a novice user of Windows or unfamiliar with the system registry, please take a look at these articles by clicking on them, and print them if needed, so you can reference them as you are going through the uninstall. It is recommended that you back up your system registry.
VIS1034 - Import or Export Windows System Registry
VIS1176 - Navigating the Windows Registry
VIS1384 - Check Bundled Software for Vista Compatibility

Please be sure to follow these instructions precisely, you will be deleting files and folders as well as registry keys. Delete only the folders and files specified.
 
You must be logged in as a user with Administrative privledges on the computer. If you work for a company with an IT department please contact your support personnel to complete this process. If you purchased or built your own computer you should already have sufficient privledges to perform these instructions. To set permissions please click VIS1160 - Administrator Rights Issues for details on how to set these rights.
 
First unplug all cables from the scanner and the scanner's USB cable from the computer.
 
Step 1: Download Remover Utilities to your Windows Desktop for easy access

Follow these instructions to download each of the utilities listed below:
  1. Click on the utility name.
  2. Click on the "Save" button when prompted.
  3. In the Save-As window click on the "Browse Folders".
  4. Under the "Favorites" column click on "Desktop".
  5. Click on the "Save" button.
  6. After you have finished downloading each of these utlities, print these directions and close all other open windows so you are looking at your Windows desktop.
 
Step 2: Change your Windows file view options to prepare for the rest of this removal process.
  1. Open "My Computer".
  2. Click on the Views button and choose "Details".
  3. Click on "Tools" on the file menu bar then choose "Folder Options" from the list.
  4. Click on the "View" tab and set the view options as follows:
    • Select "Display contents of system folders" so there is a check mark in the box.
    • Select "Show hidden files and folders" so there is a check mark in the box.
    • Deselect "Hide file extensions of known file types" so there is no check mark in the box.
    • Deselect "Hide protected operating system files" so there is no check mark in the boxl. (Note: you will be prompted to verify that you want to make this change, please accept the change.)
  5. Click on "Apply" to apply these changes.
  6. Click on "Apply to all folders" to apply these changes to all folders on your computer.
  7. Click on "OK" to close the Folder Options window.
  8. Close "My Computer".
 
Step 3: Stop all processes running applicable to the PaperPort software and the scanner driver.
  1. Right-click the task bar at the bottom of your monitor, then click Task Manager.
  2. Select the Processes tab.
  3. Look in the Image Name column list for the following files. Click the file name if it exists, then click "End Process" at the lower right-hand part of the Task manager window:
    • plinks.exe
    • paprport.exe
    • ppscanmg.exe
    • pptd40nt.exe
    • ppwebcap.exe
    • ssindexr.exe
    • remind32.exe
    • onetouchmon.exe
    • otservice.exe
    • otmonex.exe
    Note: You will always be asked if you are sure that you want to end these processes. Please click on "Yes" or "OK" or "Continue Anyway" depending on how Windows prompts you.
  4. Close the Task Manager.
 
Step 4: Uninstall the current software

  • Remove PaperPort and the scanner driver from the Windows Control Panel in Programs and Features
  • .
    1. Click on Windows button then "Control Panel"
    2. Open "Programs and Features".
    3. Select your scanner driver ("Visioneer OneTouch", "Xerox DocuMate", "OneTouch 4.0", "OneTouch 3.0" or your scanner model number) and click on "Uninstall/Change" at the top of the Programs window.
    4. Follow the wizard through an automatic full uninstall of the driver.
    5. Repeat the steps above to remove PaperPort. Choose "Yes" when asked to remove thumbnails or program files.

  • If you are getting error message when attempting to uninstall the program from the Add/Remove Programs list please continue on to Step 5.
 
Step 5: Run the utilities you downloaded in Step 1

Run the Hidden Devices utility:
  1. Right-click on the Hidden_Devices utility and select "Run as Administrator".
  2. The Windows Device Manager will open.
  3. Go to "View" and choose "Show Hidden Devices".
  4. Click the "+" next to "Imaging Devices". This will show all Imaging Devices previously and currently connected to the computer.
  5. Right-click on the Visioneer or Xerox scanner name and left click on "Uninstall".
  6. If the scanner is listed more than one time, uninstall ALL occurrences of the scanner.
  7. IF you see "?Other Devices" in the device manager list, click on the "+" to view the list of Other Devices.
  8. Right click on the other device and left click on "Uninstall" from the list.
  9. The scanner may be listed as any of the following:
    • USB Scanner
    • USB Device
    • Unknown Device
    • 1200 DPI Scanner
    • (Your Scanner Model)
    • (any other scanners or cameras listed here that you no longer use)
  10. Click on the "+" next to Universal Serial Bus Controllers to expand the list.
    • If there are any "Unknown" devices or other items as listed above, right-click and uninstall all instances of these from this section of the Device Manager as well.
  11. Close the Device Manager
Run the Twain Reset utility:
  1. Double-click on Twain_Reset to launch the utility.
  2. The utility will automatically reset the last known Windows Twain source.
Run the Compatibility Check Tool
  1. Double-click on Compatibility_Check to launch the utility.
  2. The utility will run and tell you if any of your applications are set to run in compatibility mode for an earlier version on Windows.
  3. If the utility finds an application running in compatibility mode follow the directions in the information TXT file to resolve this.
  4. If the utility does not find any applications running in compatibility mode it will state that in the information TXT file. Simply close this file and move on with these directions.
Run the INF Clear utility:
  1. Double-click on INFClear to launch the utility.
  2. The utility will automatically remove any INF files applicable to your Visioneer or Xerox scanner.
Run the PPCleaner utility:
  1. Double-click on PPCleaner to launch the utility.
  2. A black DOS window will open as it starts the cleaning process.
  3. The DOS window will automatically close when the cleaning process has finished. After the DOS window has closed, move on to running the next utility.
Run the Temp File Remover utility:
  1. Double-click on Temp_File_Remover_V to launch the utility.
    Note: This utility launches the standard Microsoft clean-up utilities so that you don't have to launch them manually to clean out your temp files.
 
Step 6: Verify that all applicable files have been removed from the computer.
Please note that some of the following files and folder locations may not be on your computer. This section is to verify that all files have been removed.
  1. Open "My Computer".
  2. Double-click on your Local Disk C:\ drive or whichever drive letter you have assigned as your local disk or main Operating System drive.
Delete your scanner model files
  1. Some scanner models place a folder in the root c:\ directory. After opening the C:\ drive please look and see if you have a yellow folder with your model number.
    • Visioneer Scanners: v9450, v9650, v9750, XP450, etc...
    • Xerox Scanners: DM510, DM520, DM250, etc...
Delete the OneTouch link file.
  1. Double-click on your "Windows" or "WinNT" folder.
  2. Scroll down, find and delete the file called "MAXLINK.INI" and "MAXLINK.INI.OLD".
Delete the Twain files
  1. Scroll up and double-click on your "Twain_32" folder to open it.
  2. Delete any folders within the Twain_32 folder that are applicable to the scanner driver. Examples:
    • OTtwain
    • XP100
    • Strobe
    • DM510
    • 9320
    • PaperPort
    • Vizscan (note: you may have to reboot your computer and come back to this section if it will not allow you to delete at this time.)
  3. Click the "Back" button to return to the main "Windows" folder.
Delete the INF files
  1. Double-click on the "INF" folder to open it.
  2. Delete any of the following if they are in the INF folder.
    • i386 folder
    • VizPnP folder
    • onetouch.inf file
    • onetouch.pnf file
    • vizpnpin.exe file
    • xerox.inf file
    • xerox.pnf file
  3. Click the "Back" button to return to the main "Windows" folder.
Delete the Prefetch files
  1. Double-click on the "Prefetch" folder.
  2. Delete any of the following files if found in this folder. Please note that the Prefetch Folder contains files with special characters that your computer assigns, please delete any files that appear similar to the following list:
    • OTClassic or OTClass~
    • OTService or OTServ~
    • OTISISclient or OTISIS~
    • OTMonitor or OTMon~
    • OneTouch or OneTou~
    • OneTouchMon or OneTou~~
    • PP9 or PP9OCR or PP8, etc...
    • Paprport or Papr~
    • PPlinks or PPlin~
    • PPtd40nt
    • PPwebcap or PPweb~
    • PPscanmgr or PPsca~
    • SSindexr or SSind~
    • ScanManager or ScanMan~
    • Stbxp or Strobe or STBXPpro or StbPro or STBxp100, etc...
    • Visioneer
  3. Click the "Back" button to return to the main "Windows" folder.
Delete the driver files
  1. Double-click on the System32 folder to open it.
  2. Find and delete any files containing your scanner model. Examples:
    • v9450.dll or 9450.dll
    • x510.dll or dm510.dll
    • stbxpext.dll or stbxpins.dll or stbxpsti.dll
    • xp100.dll
    • xp200c.dll or xp200d.dll or xp200w.dll
    • Strobe users: While in the System32 folder, scroll up and see if you have an "STBXP..." folder, if so, delete this folder.
  3. Click the "Back" button to return to the main "Windows" folder.
  4. Click the "Back" button to return to your root local disk C:\ directory.
Delete the applicable program files
  1. Double-click on the "Program Files" folder.
  2. Double-click on the "ScanSoft" folder.
    • Delete the "PaperPort" folder.
  3. Click the "Back" button to return to the main "Program Files" folder.
Xerox Users - Delete your scanner model program files.
  1. Double-click on the "Xerox" folder.
  2. If the "Xerox" folder contains your scanner model (ex: DM250, DM510, DM520, etc...) delete your model folder.
  3. Click the "Back" button to return to the main "Program Files" folder.
All users
  1. Delete any Visioneer folder that is in the "Program Files" folder.
  2. Close the "My Computer" Window.
 
Step 7: Remove the Registry Keys
Note: Please refer to the instructions in VIS1176 - Navigating the Windows Registry if you are unfamiliar with the Windows registry as seen in the beginning of this document. As with the file and folder locations listed above, many of these registry keys may no longer be on your computer, this process is to take you through and verify that these keys have been removed.

  1. Go to "Start" then click on "Run".
  2. Type in the Open field: regedit
  3. Click on "OK" to open the Windows registry
Remove keys from CLASSES_ROOT
  1. Click on the ">" next to HKEY_CLASSES_ROOT to expand key the list.
  2. Scroll down and find the "CLSID" key and click on it to select the key.
    • Go up to "Edit" then choose "Find".
    • Type "Visioneer" in the find box then click on OK.
    • If a result is found, delete any key on the LEFT that contains the Visioneer value on the right.
    • Press "F3" on your keyboard to automatically search the CSLID folder again.
    • If another result is found, delete the key on the LEFT that contains the Visioneer value on the right.
    • Continue using "F3" on the keyboard to find all keys with the Visioneer value within the CLSID folder.
    • Stop using "F3" if you are navigated away from the CLSID folder and scroll back up to this folder.
    • Click on the ">" next to the CLSID folder to collapse this key list.
  3. While still in HKEY_CLASSES_ROOT scroll down, find and open the "Installer" key.
  4. Open the "Products" key and delete any of the following keys if they are in the list:
    • Delete: 086F24A86DD24D11A9C800046F89C202
    • Delete: 3F1D2FEA69605D11E8A6000CF4F72A43
    • Delete: 51C9ECDF54BE5D11987C0005AD61A252
  5. Click on the ">" next to "Features".
    • Delete: 086F24A86DD24D11A9C800046F89C202
    • Delete: 3F1D2FEA69605D11E8A6000CF4F72A43
    • Delete: 51C9ECDF54BE5D11987C0005AD61A252
  6. While still in HKEY_CLASSES_ROOT scroll down and find any keys that start with "PaperPort".
    • If there are any keys that start with "PaperPort" delete the full PaperPort key on the LEFT side of the screen.
  7. While still in HKEY_CLASSES_ROOT scroll down and find any keys that start with "OneTouch".
    • If there are any keys that start with "OneTouch" delete the full OneTouch key on the LEFT side of the screen.
  8. Scroll back up to the top of the window and click on the ">" next to HKEY_CLASSES_ROOT to collapse this key.
Remove keys from CURRENT_USER
  1. Click on the ">" next to HKEY_CURRENT_USER to expand the key list.
  2. Click on the ">" next to "Printers" to expand the key list.
    • Click on the "DevModePerUser" key and delete any values on the RIGHT side only that show as PaperPort printers.
    • Click on the "DevModes2" key and delete any values on the RIGHT side only that show as PaperPort printers.
  3. Click on the ">" next to "Software" to expand the key list of software.
  4. Delete any of the follow folders:
    • ScanSoft
    • Visioneer
    • Zeon
  5. Click on the ">" next to HKEY_CURRENT_USER to collapse the key list.
Remove keys from LOCAL_MACHINE
  1. Click on the ">" next to HKEY_LOCAL_MACHINE to expand the key list.
  2. Click on the ">" next to "Software" to expand the key list.
  3. Delete any of the follow keys:
    • ScanSoft
    • Visioneer
    • Zeon
  4. Click on the ">" next to "Classes" to expand the key list.
    • Scroll down, find and delete any keys on the LEFT side that start with "PaperPort".
    • If there are any keys that start with "OneTouch" delete the full OneTouch key on the LEFT side of the screen.
  5. Scroll up and click on the ">" next to "Classes" to collapse the key list.
  6. Scroll down and click on the ">" next to "Microsoft" to expand the key list.
  7. In the Microsoft key, click on the ">" next to each of these keys: "Windows" then "CurrentVersion" then "Uninstall."
    • Delete: AEF2D1F3069611D58E6A00C04F7FA234
    • Delete: A42F6802DD611D49A8C0040F6982C20
    • Delete: Any key that contains "Visioneer"
    • Delete: Any key that contains "PaperPort"
  8. Scroll up and click on the ">" next to "Software" to collapse the key list.
  9. Click on the ">" next to "System" to expand the key list.
  10. In the System key, click on the ">" next to each of these keys: "CurrentControlSet" then "Control" then "Class".
    • Scroll down and find the key that starts with {6bdd1fc6-....} then click on the ">" to expand this key.
    • Click on each key that appears under {6bdd1fc6...} and look at the value's on the right side of the screen (example key names: 0000, 0001, 0002, 0003, 0004, etc...).
    • If any of the keys have the value of "Visioneer" or "Xerox" or your scanner model, delete the KEY on the LEFT side (the full #### key).
  11. Scroll up and click on the ">" next to the "Class" key to collapse the list.
  12. Scroll down click on the ">" next to "DeviceClasses" to expand the key list.
    • Scroll down and find the key that starts with {6bdd1fc6-....} then click on the "+" to expand this key.
    • Delete any key on the LEFT that contains the data "vid_04a7".
  13. Scroll up and click on the ">" next to the "DeviceClasses" key to collapse the list.
  14. Scroll down and click on the ">" next to "Print" to expand the key list.
  15. Click on the ">" next to "Printers" to expand the key list.
    • Delete any PaperPort keys that are on the LEFT side of the screen.
  16. Scroll up and click on the ">" next to "Print" to collapse the key list.
  17. Scroll down and find the key "StillImage" then click on the ">" to expand the key list.
  18. Click on the ">" next to each of these keys: "Events" then "STIProxyEvent".
    • In STIProxyEvent click on each sub-key on the left side.
    • Look at the data on the right side for each key you select, to see if it contains a value on the right referencing "PaperPort" "OneTouch AutoScan" "OneTou~" "Visioneer" "Vision~", etc...
    • If any of the keys you click on contain the applicable values, delete the key on the LEFT side of the screen.
  19. Scroll up and click on the ">" next to the "Control" key to collapse this key list.
  20. Scroll up and click on the ">" next to CurrentControlSet to collapse the key list.
  21. Repeat steps 10-20 in this LOCAL_MACHINE section only for your other ControlSets (ex: ControlSet001, ControlSet002, ControlSet003, or ControlSet004).
  22. When you're done, scroll up and click the ">" next to HKEY_LOCAL_MACHINE to collapse the key list.
  23. Close the Windows registry.
 
Step 8: Reboot the computer
 
Step 9: Close any applications running before reinstall
Applications that start when you boot up your computer, such as AntiVirus, AntiSpyware, etc... can cause corruptions during install. You may want to turn them off until the reinstall is completed.
  1. Look at the lower-right side of your screen next to the system clock.
  2. If there are any application icons there, right-click on each item and choose either "Close", "Disable", or "Exit" or whatever other option you may have available depending on the application type.
 
Step 10: Reinstall the software and scanner driver

  1. Insert the Installation CD into your CD-Rom Drive.
  2. Select which options you want to install.
  3. Follow the installation wizard through the install.
  4. After the scanner driver is installed it will tell you to plug in your scanner. Do not plug in your scanner until the installation wizard gets to this point.
  5. Make sure you see the "Found New Hardware" followed by "Ready to Use" before you click on "Finish", "Done" or "OK" depending on which driver you are installing.

  6. Note: If you have "User Access Control" turned on you may not see a diagram showing you how to plug in your scanner. If your computer gets to the end without prompting you, DO NOT click on "OK" or "Finish" plug in your scanner at this time.
 
Technical Notes: Please be aware of the following if you continue to have communication issues:
  1. Please connect the power of the scanner (this does not apply to USB powered scanners) directly to the wall. Surge protectors, extension cords, UPS (interruptible power supply) and the like can cause connection AND image quality issues.
  2. Make sure you see the message "Found New Hardware". If you do not see this message then plug the scanner into another USB port untill you see the message "Found New Hardware". Wait 10 seconds after you connect the scanner before you click the "Finish" button.
  3. If you don't see this message on any port, it means that your USB cannot detect the hardware. If you do not get this message on any port, click "Finish" anyway and shut down your PC. Once shut down, connect the scanner to any USB port and turn the PC back on. You should now get the "Found New Hardware" message and it will configure itself. Some models may require that you complete a "Found New Hardware Wizard". Select the recommended option to have it search for the best driver.
  4. Some chipsets such as "VIA rev 5" and "SiS7001" are known to have issues detecting scanners. Click www.usbman.com for help with USB issues if you still can't get the scanner detected.
  5. Make sure that you are plugging the scanner's USB cable directly to the computer and not through a hub, nor through the front of the computer, since the hub may be the source of the problem. A hub also has a chipset which can introduce another point of failure.
  6. Although you may have had multiple scanners on your PC at one time, we are not able to provide support for this configuration. We are not familiar with other manufacturers software so trying to make it all work may not be possible since the applications may compete for the same resources.
  7. If you installed PaperPort 8 on Windows Vista you will get errors any time you try to use the application and when you try to uninstall it. There will be no support for PaperPort 8 on Windows Vista and you will need to follow these directions for removing it from the computer.
 
  • In PaperPort 9 or above:

    1. Click on the "Scan" button at the top.
    2. A new panel will appear to the left with another Scan button and a Scanner section that has a drop down to select your scanner.
    3. Select "Scan Manager" or your scanner model and try scanning.
  •  

    Visioneer Disclaimer


    Visioneer provides these technical articles for information use only. The information is generally for a specific scanner model distributed by Visioneer and a designated version of software provided with the scanner. Visioneer makes reasonable efforts to verify the accuracy of content and issue resolution in these technical articles but cannot guarantee any matter including accuracy or results. The articles are provided "as is", without representation or warranty, express or implied, whether of merchantability, fitness for particular purpose, title, or non-infringement. Visioneer disclaims any liability for damages, whether direct or indirect, special, incidental, or consequential, from use of the information in these articles. Visioneer does not evaluate any effect on software and hardware not provided by Visioneer, and therefore disclaims any liability for same. Visioneer is not responsible for the content of support pages accessed through external links. The articles are subject to revision or change without notice.