Remote support via TeamViewer

With TeamViewer, we can connect to your computer and solve problems as if we were sitting next to you.

Such way lets us perform all needed actions to fix your problem.

To start the TeamViewer session, please do the following:

1. Download TeamViewer for Windows from our website at https://download.teamviewer.com/download/TeamViewer_Setup.exe

2. Install TeamViewer on your PC. A detailed instruction, please see at https://community.teamviewer.com/t5/Knowledge-Base/How-to-install-TeamViewer-on-Windows-7-8-and-10/ta-p/1389#toc-hId-678357794.

3. Run TeamViewer.

4. Inform our support staff the login and password.

5. When the service manager connects to your computer you will see the follow window in the bottom right corner of the screen.

If you want to generate a new password, please do the following:

1. Hover the mouse pointer over the Password field.

2. Click the appeared picture.

3. In the opened menu, select Create new random password.

How to run the inPhoto/IDPhoto application and the PS driver installer as an Administrator?

Way I. From Windows Explorer

Right-click the executable file that you want to run > in the appeared context menu, select Run as administrator.

inPhoto/IDPhoto application

PS driver installer

Way II. From Command Prompt

Click Start > type cmd > press Ctrl+Shift+Enter.

If the User Account Control dialog box appears, confirm that the action it displays is what you want, and then click Yes.

You have opened a Command Prompt with full administrator permissions. All applications you will run from this Command Prompt session you will run as an administrator.

An example of running inPhoto ID PS:        

         cd C:\Program Files (x86)\inPhoto ID PS\inPhoto.exe

An example of running PS driver installer:    

         cd C:\Program Files (x86)\inPhoto ID PS\install_psdriver.cmd

How to repair the Activation Service?

Way I. Reinstall

1. Check the serial number of the application. You will need it to activate the application. If you don`t know the serial number recover it. A detailed guide is given in the article at https://idphotocapture.com/recover-serial-number/. Please, do it before you reinstall the activation service.

2. Download inPhoto/IDPhoto Remover from our website at https://idphotocapture.com/downloads/utilities/#remover. This utility fully removes all inPhoto and IDPhoto software and all it`s components from the system.

3. Start inPhoto/IDPhoto Remover and follow the instructions of the wizard.

4. Restart the computer.

5. Install the application. The activation service will be installed along with the application.

Way II. Re-register

If the issue persists after you have reinstalled the activation service, please run ServiceRepair.cmd. It registers the activation service in the operating system and also create the log file that contains the detailed description of the error. Please run ServiceRepair.cmd as an administrator. How to do this, please see the article at https://idphotocapture.com/run-as-administrator/.

ServiceRepair.cmd located at:

C:\Program Files\Common Files\inPhoto IDPhoto Shared\Activation Service\ServiceRepair.cmd

Way III. Contact to our support

If ServiceRepair.cmd does not troubleshoot the issue, please send the files listed below to our support at http://idphotocapture.com/supports/.

1. C:\Program Files\Common Files\inPhoto IDPhoto Shared\Activation Service\ActivationService.InstallLog

2. C:\Program Files\Common Files\inPhoto IDPhoto Shared\Activation Service\InstallUtil.InstallLog

3. C:\Program Files\Common Files\inPhoto IDPhoto Shared\Activation Service\ServiceRepairCMDLog.txt

4. C:\Program Files\Common Files\inPhoto IDPhoto Shared\Activation Service\StartLog.txt

We use the log files to identify the cause of the issue and fix it.

Error: "Pipe is broken"

Issue:

When you try to start the application the error message Pipe is broken appears.

Cause:  

This error can have several causes:

1. The application cannot open the pipe with the activation service. In this case, the activation service is started and functioning properly, but the application cannot get the data from it.

2. A configuration file of the activation service is corrupt or the application has the insufficient rights. In both cases, the activation service cannot be run.

3. The application cannot check the data from the activation service. It occurs if the FIPS mode is enabled on your operating system.

Our applications use the modern encryption algorithms for securing data activation recommended. The FIPS mode does not support this encryption. If the mode is enabled the application cannot decrypt the activation information and cannot start.

To learn more about FIPS mode, please see the article at Why We’re Not Recommending FIPS Mode Anymore (Microsoft Security Baselines Blog).

Solution:

First, check that the FIPS mode is disabled on your PC. How to check or switch the mode, please see later in the article.

If the FIPS mode is enabled disable it, then restart your PC and try to run the application.

If the FIPS mode is disabled or the issue persists after you have disabled the FIPS mode the error is probably caused by 1 or 2 reason.

In this case, repair the activation service. A detailed guide, please see at https://idphotocapture.com/how-to-repair-the-activation-service.

To check or switch the FIPS mode, please follow these steps:

Error: "The service cannot be started"

Next

Issue:

When you try to start the application the error message Service cannot be started appears.

Cause:

The application cannot start the activation service and therefore hasn`t the license information.

The following reasons may cause this error: the activation service is corrupted, the activation service is not registered, the configuration file is corrupted, the activation service has insufficient rights, activation service versions conflict.

text

ActivationService.exe is located in:

C:\Program Files\Common Files\inPhoto IDPhoto Shared\Activation Service\

Solution:

Repair the activation service. A detailed guide, please see at https://idphotocapture.com/how-to-repair-the-activation-service.

IDPhoto Processor hangs when you browse the folder containing large amount of files or during start

Issue:

When you browse to the folder with images IDPhoto Processor hangs and displays the Error Report.

Cause:

When you browse to the folder with images IDPhoto Processor requests Windows to generate thumbnails. If the folder contains large amount of images the thumbnails creation in some cases may overflow Windows graphics memory and IDPhoto Processor will hang.

Solution:

Please try to disable thumbnails in the IDPhoto Processor explorer.

You can do this by using following methods:

Method 1. Start IDPhoto Processor and browse to another folder.

Enter the Explorer menu -> check Disable thumbnails.

The Disable thumbnails command disables the thumbnails display in the IDPhoto Processor explorer. This command doesn`t impact on other features of the application.

Now you can return to the desired folder.

Addition

If you browse to another folder, but the error occurs then the Windows graphics memory is already full.

In this case, restart IDPhoto Processor. The application will open the folder that you last browsed during next start and you avoid the issue. Then, enter the Explorer menu and check Disable thumbnails.

After that you can continue to use the desired folder.

Method 2. You can also use the command line DisableThumbnails key to disable preview at application start. Using this key, you can start IDPhoto Processor with thumbnails disabled and prevent the error.

IDPhotoProcessor.exe /DisableThumbnails

If above methods is not suitable, please send us the Log file of IDPhoto Processor. We analyze your case and identify what causes the issue.

Where are located the Log files of applications, please see Sending log files of inPhoto or IDPhoto applications.

inPhoto ID Webcam hangs or fails during start

Issue:

After you have started inPhoto ID Webcam the application window displays but the preview doesn`t show. Then, inPhoto ID Webcam hangs or displays the Error Report.

Cause:

inPhoto ID Webcam connects to the first device in the Imaging devices list during start. The Imaging devices list contains all webcams connected to your PC and the devices that emulate some functions of webcams. Some of the devices, especially emulated, have invalid features or properties and inPhoto ID Webcam may have problems during connection with such devices.

Solution:

Please disable other devices located in the Imaging devices list except the webcam you want use. You can check exact invalid device by disabling devices in the list one by one.

Step 1. Enter Start menu -> Device Manager -> Imaging devices.

Step 2. Disable devices except the webcam you want use with inPhoto ID Webcam. You can check exact invalid device by disabling devices in the list one by one.

Step 3. Restart your PC and start inPhoto ID Webcam.

Please let us know which device you disabled to resolve the issue. We analyze your case and try fix same issue in the future. Thank you.

If you still experience the issue after you have followed the above steps – please send us the Log files of inPhoto ID Webcam. So we can identify what causes the issue.

Where are located the Log files of application, please see Sending log files of inPhoto or IDPhoto applications.

How to test TWAIN transfer with inPhoto/IDPhoto application

Image transfer with TWAIN involves user application to which the image will be transferred and TWAIN driver which acts as an image source.

For more details on TWAIN, please see the About TWAIN article.

We recommend to use XnView freeware software as testing TWAIN-compliant application.

In following example inPhoto ID PS used as an TWAIN driver. Please notice that TWAIN transfer works equally in all inPhoto/IDPhoto applications. You can test the TWAIN transfer in same way for any inPhoto/IDPhoto application.

Please make sure that a camera is connected to inPhoto ID PS.

Step 1. Start XnView.

Step 2. In the File menu, click Select TWAIN source.

Step 3. In the appeared Select Source dialog, select inPhoto ID PS from the source list.

Step 4. In the File menu, click Acquire. This command will start inPhoto ID PS as TWAIN data source.

Step 5. In shown inPhoto ID PS application window run Capture to TWAIN command.

inPhoto ID PS will capture image. Please notice that image processing window can be shown. In this case just confirm processing results.

Step 6. After inPhoto ID PS completes transfer the image will be shown in XnView.

Conclusion

You can use TWAIN testing procedure in case of any issues with starting inPhoto/IDPhoto applications with TWAIN or any TWAIN transfer errors. It will show if issue relates to inPhoto/IDPhoto application itself or to TWAIN-compliant application in which image transferred.

"Capture to TWAIN" command is not available

Issue:

The Capture to TWAIN command is disabled.

Cause:

If you run the inPhoto/IDPhoto application as a standalone application the Capture to TWAIN command is disabled. Please notice that this is correct behavior!

To make TWAIN transfer enabled the inPhoto/IDPhoto application must be run as TWAIN driver (also called a data source or an image source).

You can start the inPhoto/IDPhoto application as TWAIN driver from the user application to which you want to transfer an image via TWAIN.

If you start the inPhoto/IDPhoto application in such a way the user application establishes TWAIN connection with the inPhoto/IDPhoto as an image data source. So the inPhoto/IDPhoto application is able to transfer an image via TWAIN, and the Capture to TWAIN button is enabled.

If you run the inPhoto/IDPhoto application as a standalone application image transferring via TWAIN is impossible, and the Capture to TWAIN button is disable.

More details on image transferring via TWAIN please see the About TWAIN article.

Solution:

To enable the Capture to TWAIN command please start the inPhoto/IDPhoto application as TWAIN driver.

Please refer to following example on starting inPhoto/IDPhoto application as TWAIN driver in XnView imaging software.

For more information about XnView software please visit xnview.com.

1. Start XnView.

2. In the File menu, click Select TWAIN source.

3. In the Select Source dialog, choose desired inPhoto/IDPhoto application. In this example, we use inPhoto ID PS.

4. In the File menu, click Acquire.

5. So we start inPhoto ID PS as TWAIN driver. As you can see on the screenshot below, the Capture to TWAIN command is now available.

A full example of image capturing to TWAIN with XnView you can find in the How to test TWAN transfer with inPhoto/IDPhoto application article.

TWAIN is the software protocol that makes it possible to directly transfer images from image-capturing devices, like scanners and digital cameras, to applications.

Without TWAIN, you need to save the image to a disc and then manually locate image file and open it. TWAIN makes it possible directly transfer image without saving it to the disc.

Using TWAIN protocol software applications and image-capturing devices can understand each other and interact.

Image-capturing devices work via TWAIN data source usually called TWAIN driver. Not only a real device, like scanner or digital camera, but software application as well can work as a data source.

The following IDPhotoCapture products can work as data sources:

•inPhoto ID Webcam

•inPhoto ID PS

•inPhoto ID SLR

•IDPhoto Processor

•inPhoto Capture PS

•inPhoto Capture SLR

TWAIN protocol includes data transfer standard and special API interface for applications and drivers. TWAIN drivers are applications for managing image-capturing devices implementing TWAIN data-source mode. Normally, TWAIN drivers have a graphical user interface and operate as a data source control panel. TWAIN drivers generally also allow configuring image settings, such as size, orientation, color balance, etc. before the image is received by the application.

Image transfer with TWAIN involves user application supporting TWAIN protocol to which the image will be transferred and TWAIN driver which acts as an image source. Most imaging software applications handling TWAIN support, however please verify such a possibility for the application you want to use.

Only the application can initiate an image transfer. So you can start TWAIN driver only from application.

Various applications have their own commands for receiving files from a data source. Normally, these commands are found in the File menu and labelled as Acquire or Import. Notice that more than one TWAIN driver can be installed in a system, so you may need to choose exact data source from list. For this purpose, a Select source command is used which is also normally can be found in the File menu.

General order of image transfer via TWAIN.

1.A user starts the application to which image will be transferred. From application, user selects and starts the TWAIN driver.

2.After a TWAIN driver call, the application enters the standby mode and waits when the driver send the image. The application may be locked in standby mode. Real behavior of each application may differ and depends on the configuration specified by developers.

3.While the application is waiting, the driver becomes a main controlling unit. The user manages a data acquisition device and captures an image.

4.After the image is captured, the driver transfers it to the waiting application.

5.After the transfer process is finished, the application may demand to close the driver. Further transfer via TWAIN is impossible with closed driver. In this case, to repeat image transfer driver must be started from the application again. Real behavior of each application may differ and depends on the configuration specified by developers.