Technical support

Diagnosing and resolving the problems that come up while running RichBinder. Feature-by-feature detail is in <i class="ui">Help ▸ User guide</i> inside the app.

Raising a support request

Email support@rozinsol.com — please include the diagnostic information so the cause can be found quickly.

  1. 1In the app, click ? ▸ Copy diagnostics (top right).
  2. 2Paste it into the email — it carries the software version, licence state, active OCR engine and the list of connected scanners.

What diagnostics do not contain

Diagnostics carry the software state and error details — no document contents, no OCR text and no original search terms. File names and folder paths are recorded in masked form, leaving only the extension and the kind of drive. If a log file is needed, open ? ▸ Open log folder, read it yourself, and attach it if you are happy to; the log may carry a short fingerprint value used to tell whether the same search was repeated.

Scanner not detected — what to check

  • Hardware — power, and the USB or network connection.
  • Device contention — whether another scanning utility is holding the device.
  • OS-level check — whether it appears in Windows Fax and Scan. If not, it is a driver problem.
  • Compatibility — both WIA and TWAIN are supported. Everything needed ships inside the installer and is set up during installation.
  • Re-scan for devices — run Scan ▸ Reconnect scanner to reload the hardware list.

Text search returns nothing — what to check

Search runs over text that has already been indexed by OCR. Pages that were never recognised are not searched.

  • Build the index — Documents ▸ OCR every page not yet done creates the searchable text first.
  • Format limits — pages saved as PDF are limited for OCR. Scan to a raster image (JPEG · PNG · TIFF) when the text has to be extracted.
  • Add to the index by hand — a local file the app has not taken in yet is added with Build index. Indexing a whole folder at once is a Professional feature.

Activation fails — what to check

  • Machine identifier mismatch — a token is bound to one device. Check that the identifier you registered when it was issued matches this device (Product info ▸ Licence).
  • Trial expired — a 30-day trial token no longer activates once the period ends.
  • Truncated token — leading and trailing whitespace is tolerated, but a token cut in the middle fails signature verification. Copy the whole thing again.
  • Clock moved backwards — if the machine clock is set into the past, the trial is treated as finished. Correcting the time restores it.

The full procedure is on the Licence page.

Undoing an edit, and recovering a deleted file

Undo an edit — rotation, cropping and deskew are reversed with Image ▸ Undo (Ctrl+Z). Recover a file — deleting in the app does not erase it; the file goes to the Windows Recycle Bin.

Undo history is cleared when the app closes

Undo is kept <b>for the session only</b> and is discarded on exit. Anything that must survive belongs in a backup, not in undo history.