My refurb 4990 doesn't work

[briphoto]

Received it on Monday and tried to use it last night. Unlocked all locks, removed all tape, followed software install and scanner set up procedures. The scanner starts up normally, I set my scanning parameters and when I select "preview" the scanner turns off. The power button is still in the "on" position but there is no power to the unit. Turning the power button on and off does nothing so I unplug the unit wait 10 or 15 minutes plug it back in and it powers up normally. Start epson scan and try again, same thing happens. As soon as I select "preview" in the software the scanner turns itself off. I tried several times, used the firewire connection, used the usb cable and always the same result. I'm positive everything is "unlocked". There's a slot on the outside of the scanner and a slide lock at the base of the transparency unit. Am I missing a lock somewhere? I'm getting ready to call Epson for a return authorization number but I thought I'd check here first in case it's a familiar problem.
Thanks
Brian

[Frank R]

I think there is a lock on the backside too.

[Patrick Dixon]

And the power cable to the light source in the lid has to be connected at the back.

[briphoto]

Frank,no lock on the back of this 4990, just the one on the side and on the transparency unit.
Patrick, power cable is plugged in. The unit seems to turn on normally, lights come on, the green light flashes for a while then glows steady indicating the scanner is in a "ready" state.
Thanks,
Brian

[Ken Lee]

Did they send you an instruction manual ? Here's all the documentation (http://www.epson.com/cgi-bin/Store/support/supDetail.jsp?BV_UseBVCookie=yes&infoType=Doc&oid=50666&prodoid=49164280), online.

Here's the Start Card (http://files.support.epson.com/pdf/pr49ph/pr49phbb.pdf)

[briphoto]

Ken, yes they sent all the documentation. I talked to support earlier, I'm at work now and the scanner is at home so I will call them back this evening so we can trouble shoot over the phone. I'm in Rhode Island so support at Epson will still be there when I get home. The tech support person I talked to seems to think it may be a cable problem but I don't think so because I tried the firewire connection, then the usb cable connection with different cables. If it were a cable problem why was I able to start epson scan and set my scanning parameters? I'll update after my talk with Epson tonight.
Thanks,
Brian

[Ken Lee]

I live in Massachusetts, and have a 4990.

If I can be of any help in the evening, PM me and I'll send my phone number.

[Brian Ellis]

When they refurbished it they probably didn't actually run any scans, they just powered it on, saw that the lights came on and everything looked normal, and sold it to you. But before going to the trouble of packaging and returning it you might first try another software program such as Vuescan, which you can download for free on a trial basis. If that doesn't work then call Epson tech support to make sure you've done everything correctly. But my guess is there's a defect somewhere that you probably can't fix.

FWIW, I bought my 4990 new when they first came on the market, maybe 6-7 years ago, and it's always worked like a charm.

[civich]

Verify that the software supplied with the refurbished unit is for the 4990 - the scanner I received last week came with 4490 software and setup instructions. The Epson support acknowledged that the software is not compatible with the 4990.
-Chris

[EdWorkman]

I got mine on Tuesday- info with it sez 4490- my query to Epson remains unanswered, and I haven't tried it pending their reply, which is now overdue. Also only 2 transparency frames included 35 and 120, PSE 2.

[briphoto]

I was lucky enough to receive everything, documentation, filmholders, and all software for the 4990. I downloaded the latest driver because the software disc was for Mac 10.2x - 10.3x and I'm on a model year 2008 Macpro running mac 10.5.8.
Brian, thanks for the tip about Vuescan, I'll try it. I've scannned with many scanners at my job from drum scanners to flatbeds so I'm familiar with operations. I personally think the unlocking mechanisim is jammed so the scanner powers down to prevent damage.

[Jon Shiu]

If you call the Epson Store they will send out a replacement since it is defective.

Jon

[briphoto]

Jon, I called the Epson store and they insist I go through support to verify that it's not operator error or bad cables or whatever. If tech support can't resolve the issue tonight and they refuse to take it back I'll just contact my credit card company for help. I don't think it will come to that.

[EdWorkman]

I got no reply to my email query to the address provided on the Epson site, so I called support. There I spoke to a very pleasant man over a horrid connection, after a significant wait on hold. He gve me an authorization number and another number to call. Finally I was told that the correct parts - the holders larger than 120 and the software disk-could not be supplied and I will be sent a shipping label to return the scanner for refund. After great difficulty in making myself understood, I determined that the return will be to Indianapolis, 5 -6 days away, at which time they will begin processing a refund, said to take 3 to 5 biz days, or around 2 weeks from when I send it.
Epson SUCKS bigtime

[briphoto]

Wow, it's amazing they apparently sold many of these 4990 refurbs without proper filmholders and software and also defective units.

[Nathan Potter]

None of this sounds like a happy set of circumstances. I wonder if I'm better off with a V750? I think they are about the same performance.

Nate Potter, Austin TX.

[briphoto]

I'm having second thoughts about acquiring refurbs. I have about 50 4x5's, 40 5x7's a few 8x10's and maybe 100 medium format b&w negs to scan. Too much money to pay for all those scans, my thinking was buy the 4990 refurb, do the scanning and then resell it or just keep it. Seemed like a good idea, maybe I should have bought a new V700.

[EdWorkman]

I was unwilling to give up so easily, so I spent maybe an hour on the phone. When I got someone at the service 800 number I asked where they were and eventually found my call went to Long Beach but was forwarded to the Phillipines, where there is a template for responses. I asked to speak to a sales representative actually in Long Beach and then was able to explain what I perceived as the problems. I suggest folks with problems to try 562-290-4000, which is not a tollfree # but apparently folks there have access to information that is not available at the [foreign] phone center- but we'll see.
I am offered, via ground mail, a shipping label to send the neg holders and disks , that are standard for the 4490, back to Long Beach [ I think] and then the correct disks and holders will be sent back to me. I'm less than 300 miles from Long Beach so maybe it will get here tomorrow, or Saturday and I can complete this in a week Meantime I can download the scanner software from the web, not including PSE and Silverfast. The helper told me the version of PSE that was supposed to ship with the 4990 is " v2 to 3" but Im not sure what that really means. Kinda moot as I have 3 and was gonna upgrade to the current v8 anyways, and probly likewise for Silverfast. With a download and what I have I can do my priority scanning of 6x17 negs.
I suppose an hour or two of my time is worth the cash saved, I hope. If this deteriorates further,I'll report. I did tell the LB rep that there were several reports of similar problems and they would probly want to do something better.

[Curt]

I ordered one last week and got it two days ago all is well and everything was included. They make a big deal about installing the software first. Did you have another scanner installed, maybe it's the default.

Curt

[Heroique]

I'm in Rhode Island so support at Epson will still be there when I get home.

Brian,

I understand how frustrating this must be, and I hope Epson can help fix things tonight with an easy remedy. Be sure to let us know!

Meantime, I thought it might be helpful to describe, in detail, how the 4990 "behaves" under normal circumstances. At least, this is what mine does ;) :

1) When you power-on the scanner, the green light, as you already noticed, blinks for 30 or 40 seconds, then stays on.

2) If the transparency lid cable in back is plugged-in & working correctly, the moment you click "Preview," you should see a blue light, located immediately underneath the slit and toward the back of the scanner, turn on. (I don't think this blue light turns on until the first time you click "Preview.")

3) At the same time, on your screen, a dialog box titled "Progress" will pop-up, and display: "Scanner is warming up. Please wait." This warming up takes about 15 or 20 seconds. Next, the blue light under the slit moves just a little bit, blinks once, and then the scanner begins its preview work. At this stage, the "Progress" dialog box will change its message to say, "Preview scan in process." And you will watch the blue light travel down the slit, then return to its starting position.

4) BTW, during this preview process, the green light starts blinking again, then stays on once the preview is complete.

5) And after the preview process, I noticed the blue light under the slit will now stay on.

6) On subsequent scans, the scanner is presumably warmed-up; you won't see the initial "Scanner is warming up" message. It should immediately say, "Preview scan in progress."

-----
Best of luck, the 4990 is a fantastic scanner, and after your initial trouble shooting, it should also prove to be very reliable.

[briphoto]

Hi Heroique,
Thanks for the words of encouragement. My scanner responds as you describe until about halfway through #3 in your post. I click "preview" , see the blue light, get the "scanner is warming". As soon as the blue light blinks and the preview starts the scanner shuts off. The power switch is still depressed in the "on" position but the scanner is dead, no lights or power. The strange thing is that it won't turn "on" again for at least 15 minutes. I'm thinking one of the unlocking mechanisms has jammed which prevents the scanner from doing the preview, probably shuts down to prevent further damage. I'll keep the forum updated.
Thanks,
Brian

[EdWorkman]

Note- I was told by the phone center that as the 4990 was sold out, no replacement was possible: return it for credit to my card- then I called Long Beach.
Thus, if they suddenly say they have a couple for sale perhaps they are returns??

[Robert Ley]

I also ordered and received a 4990 with the 4490 software and negative holders. This was last Friday and I immediately called Epson. I talked with sales support, they apologized for the mix-up and said that they would send me all the holders, software including Lasersoft SE and I received it yesterday. I asked if they wanted me to send back the holders for the 4490 and they said that it was not necessary. Therefore I don't think that Epson Sucks as they treated me very well.

[briphoto]

O.K., here's the latest news.
The scanner is being returned for a full refund. I spent about an hour with epson support last night and they determined that there is a mechanical problem with the scanner. We ran a list of things to check including any possible software issues and the support tech gave me two options. Return the scanner and wait for another unit to become available(no definite time line on that) or return for a full refund. I went for the refund.Thanks to all who helped and special thanks to Ken Lee for spending time with me on the phone trouble shooting.
Thank You All
Brian

[Ken Lee]

My guess is that whenever we get a refurbished unit, there is a 1-in-5 chance of getting a "lemon". It's probably just the result of the arithmetic inherent in what's profitable for manufacturers of consumer electronics. The potential savings to the buyer is appealing.

Given the odds, you could get another one and hope for the best, or spend more money to get a new item. You've already "paid" once against the odds, so now you either pay more to get a new item with certainty, or throw the dice again.

Now it's your turn to do the arithmetic :)

[Jack Dahlgren]

I just opened my refurb 4990 and it has the right film holders. Next to see if it works...

[EdWorkman]

Mine works- kindof.. I downloaded the correct installation software but my silverfast is too old? -it only runs in demo. Hope to get the mailer tomorrow to send the wrong disks etc for exchange.

[sanking]

Mine works- kindof.. I downloaded the correct installation software but my silverfast is too old? -it only runs in demo. Hope to get the mailer tomorrow to send the wrong disks etc for exchange.

That is all you get with an Epson 4990, an abbreviated version of Silverfast that only allows 8 bit and 24 bit saves. If you want the full version you have to buy it from Silverfast.

Sandy King

[Jack Dahlgren]

Just use the Epson Scan software. It works just fine. You can even download a newer version from their site.

[Jim Ewins]

My 4990 connected with a fire-wire doesn't like a hub. Mine would also shut off when opened in Photoshop sometimes, like it was overheated. Using the Epson Scan software I've not had those problems.

[Jack Dahlgren]

I used mine today and I guess I'm one of the fortunate ones. Aside from starting it up before I had unlocked the top it appears to be just fine.

I did not use the silverfast software. It is probably ancient anyway. I did go to the epson site and download the latest drivers for the scanner.

The epson software works OK. Just make sure the thumbnail box is not checked. Then click on the histogram symbol and set up the outputs, while there I click on the curve editor to get things looking the way I like. Then click scan.