How do I get my Neat scanner to work after updating to OS 10.13

Question

JayRB Author

Level 1

9 points

How do I get my Neat scanner to work after updating to OS 10.13

iMac (21.5-inch Mid 2011), macOS High Sierra (10.13)

Posted on Oct 5, 2017 8:41 AM

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Answer 1

Top-ranking reply

rkaufmann87

Level 10

148,488 points

Oct 5, 2017 8:52 AM in response to JayRB

Check with the developers of the scanner to see if they have updates to address 10.13. It is not uncommon for device manufactures to either not keep up or stop development on older devices. If that occurs with your scanner then you may want to consider looking at VueScan. Their site is located at VueScan Scanner Software for Windows, Mac OS X and Linux. They specialize in scanner software for legacy scanners.

Also, if you are using the software developed by the Neat. Consider just using Image Capture which is already installed on your Mac. You can learn more by clicking Mac Basics: Using a scanner - Apple Support

Good luck.

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Answer 2

Clubnev

Level 1

29 points

Dec 20, 2017 11:45 AM in response to Clubnev

I got the Neat scanner to work, at least temporarily (the Neat Forums say the updated driver can be temporary). I deleted the old driver under Library/Image Capture and replaced it with the updated driver.

These are the instructions I used: https://www.neat.com/helpcenter/scanner-use-application-mac-high-sierra/

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Answer 3

rkaufmann87

Level 10

148,488 points

Oct 6, 2017 9:24 AM in response to JayRB

Okay, lets try another tack. There may be something occurring with your system that is creating the problem. Please follow the directions below:

Please post an EtreCheckreport of your system. We can then look for obvious issues. Please click the link, download the app and run the report. Once you have the report, please copy and paste it as your reply to this post.

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Answer 4

JayRB Author

Level 1

9 points

Oct 6, 2017 10:13 AM in response to rkaufmann87

OK, Here is the report:

EtreCheck version: 3.4.5 (455)

Report generated 2017-10-06 13:04:25

Download EtreCheck from https://etrecheck.com

Runtime: 4:17

Performance: Good

Click the [Lookup] links for more information from Apple Support Communities.

Click the [Details] links for more information about that line.

Problem: Other problem

Description:

Cannot use my neat scanner after updating to OS 10.13

Hardware Information: ⓘ

iMac (21.5-inch, Mid 2011)

[Technical Specifications] - [User Guide] - [Warranty & Service]

iMac - model: iMac12,1

1 2.5 GHz Intel Core i5 (i5-2400S) CPU: 4-core

8 GB RAM Upgradeable - [Instructions]

BANK 0/DIMM0

2 GB DDR3 1333 MHz ok

BANK 1/DIMM0

2 GB DDR3 1333 MHz ok

BANK 0/DIMM1

2 GB DDR3 1333 MHz ok

BANK 1/DIMM1

2 GB DDR3 1333 MHz ok

Handoff/Airdrop2: not supported

Wireless: en1: 802.11 a/b/g/n

Proxy: ProxyAutoConfig

Proxy: ProxyAutoDiscovery

Video Information: ⓘ

AMD Radeon HD 6750M - VRAM: 512 MB

iMac 1920 x 1080

Disk Information: ⓘ

ST3500418AS disk0: (500.11 GB) (Rotational)

[Show SMART report]

EFI (disk0s1 - MS-DOS FAT32) <not mounted> [EFI]: 210 MB

Macintosh HD (disk0s2 - Journaled HFS+) / [Startup]: 499.25 GB (212.38 GB free)

Recovery HD (disk0s3 - Journaled HFS+) <not mounted> [Recovery]: 650 MB

OPTIARC DVD RW AD-5690H ()

USB Information: ⓘ

USB20Bus

Apple Inc. FaceTime HD Camera (Built-in)

hub_device

Hewlett-Packard DeskJet 930C

Mitsumi Electric Hub in Apple Extended USB Keyboard

Mitsumi Electric Apple Extended USB Keyboard

Apple Inc. BRCM2046 Hub

Apple Inc. Bluetooth USB Host Controller

USB20Bus

hub_device

LaCie LaCie Hard Drive USB

HD204UI disk1: (2 TB)

(disk1s1) <not mounted> [partition_map]: 32 KB

12/11.359012/11.359012* (disk1s3 - HFS+) /Volumes/12:11.359012:11.359012* : 1.00 TB (2.23 GB free)

Data Volume (disk1s5 - HFS+) /Volumes/Data Volume : 1.00 TB (771.09 GB free)

The Neat Company Neat ADF Scanner

Apple Computer, Inc. IR Receiver

Apple Internal Memory Card Reader

Thunderbolt Information: ⓘ

Apple Inc. thunderbolt_bus

System Software: ⓘ

macOS High Sierra 10.13 (17A405) - Time since boot: less than an hour

Gatekeeper: ⓘ

Mac App Store and identified developers

Kernel Extensions: ⓘ

/Applications/Toast 8 Titanium/Toast Titanium.app

[not loaded] com.roxio.BluRaySupport (1.1.6) [Lookup]

[not loaded] com.roxio.TDIXController (1.7) [Lookup]

/System/Library/Extensions

[not loaded] com.Maxtor.driver.MaxtorFWPowSecDriver (1.1.0) [Lookup]

[not loaded] com.cy.iokit.Morpheus (1.4.0) [Lookup]

[not loaded] com.maxtor.iokit.IOFireWireMxBt (2.0.1) [Lookup]

Startup Items: ⓘ

Aladdin: Path: /Library/StartupItems/Aladdin

MxBtDaemon: Path: /Library/StartupItems/MxBtDaemon

RetroRun: Path: /Library/StartupItems/RetroRun

Startup items no longer function in OS X Yosemite or later

System Launch Agents: ⓘ

[not loaded] 9 Apple tasks

[loaded] 180 Apple tasks

[running] 99 Apple tasks

System Launch Daemons: ⓘ

[not loaded] 32 Apple tasks

[loaded] 190 Apple tasks

[running] 108 Apple tasks

Launch Agents: ⓘ

[failed] com.adobe.ARMDCHelper.cc24aef4a1b90ed56a725c38014c95072f92651fb65e1bf9c8e43c37a 23d420d.plist (Adobe Systems, Inc. - installed 2017-01-11) [Lookup]

[loaded] com.google.keystone.agent.plist (Google, Inc. - installed 2017-07-10) [Lookup]

Launch Daemons: ⓘ

[loaded] com.adobe.ARMDC.Communicator.plist (Adobe Systems, Inc. - installed 2017-01-11) [Lookup]

[loaded] com.adobe.ARMDC.SMJobBlessHelper.plist (Adobe Systems, Inc. - installed 2017-01-11) [Lookup]

[loaded] com.adobe.fpsaud.plist (? 2afb3af7 4898e928 - installed 2017-08-29) [Lookup]

[not loaded] com.apple.installer.cleanupinstaller.plist (? 1963bf56 0 - installed 2017-09-29)

[loaded] com.google.keystone.daemon.plist (Google, Inc. - installed 2017-07-26) [Lookup]

[loaded] com.microsoft.autoupdate.helper.plist (Microsoft Corporation - installed 2017-04-12) [Lookup]

[loaded] com.microsoft.office.licensing.helper.plist (? 6d8cb30e 8b29c3ef - installed 2012-04-02) [Lookup]

User Launch Agents: ⓘ

[loaded] com.adobe.ARM.[...].plist (? 53574687 e8d5d579 - installed 2017-10-01) [Lookup]

[loaded] com.skype.skype.shareagent.plist (Skype Communications S.a.r.l - installed 2017-10-01) [Lookup]

Internet Plug-ins: ⓘ

Flip4Mac WMV Plugin: 3.2.0.16 (installed 2013-11-11) [Lookup]

FlashPlayer-10.6: 27.0.0.130 (installed 2017-09-12) [Lookup]

QuickTime Plugin: 7.7.3 (installed 2017-09-21)

AdobePDFViewerNPAPI: 17.012.20098 (installed 2017-08-30) [Lookup]

AdobePDFViewer: 17.012.20098 (installed 2017-08-30) [Lookup]

Flash Player: 27.0.0.130 (installed 2017-09-12) [Lookup]

EPPEX Plugin: 10.0 (installed 2017-09-05) [Lookup]

SharePointBrowserPlugin: 14.7.3 (installed 2017-04-12) [Lookup]

Silverlight: 5.1.50428.0 (installed 2016-08-16) [Lookup]

iPhotoPhotocast: 7.0 (installed 2013-04-21)

3rd Party Preference Panes: ⓘ

BIAS Key (installed 2006-06-22) [Lookup]

Flash Player (installed 2017-08-29) [Lookup]

Time Machine: ⓘ

Skip System Files: NO

Mobile backups: OFF

Auto backup: YES

Volumes being backed up:

Macintosh HD: Disk size: 499.25 GB Disk used: 286.87 GB

Data Volume: Disk size: 1.00 TB Disk used: 228.98 GB

Destinations:

12:11.359012:11.359012* [Local]

Total size: 1.00 TB

Total number of backups: 175

Oldest backup: 2/5/15, 1:47 AM

Last backup: 10/6/17, 12:14 PM

Size of backup disk: Too small

Backup size 1.00 TB < (Disk used 515.84 GB X 3)

Top Processes by CPU: ⓘ

33% cloudphotosd

4% photolibraryd

4% kernel_task

3% WindowServer

1% mds

Top Processes by Memory: ⓘ

697 MB kernel_task

143 MB mds_stores

94 MB cloudphotosd

84 MB photoanalysisd

71 MB Finder

Top Processes by Network Use: ⓘ

Input Output Process name

142 KB 77 KB mDNSResponder

5 KB 6 KB apsd

5 KB 1 KB netbiosd

0 B 336 B rpc.statd

0 B 72 B SystemUIServer

Top Processes by Energy Use: ⓘ

51.28 cloudphotosd

41.12 photolibraryd

8.56 ScopedBookmarkAgent

6.56 mds

Virtual Memory Information: ⓘ

5.23 GB Available RAM

3.25 GB Free RAM

2.77 GB Used RAM

1.98 GB Cached files

0 B Swap Used

Software installs: ⓘ

The Unarchiver: 3.11.2 (installed 2017-09-11)

Adobe Flash Player: (installed 2017-09-12)

The Unarchiver: 3.11.3 (installed 2017-09-16)

ScanSnap: (installed 2017-09-30)

ScanSnap Manager: (installed 2017-09-30)

MP Navigator EX: (installed 2017-09-30)

Canon IJ Network Tool: (installed 2017-09-30)

MP Navigator EX: (installed 2017-09-30)

Easy-PhotoPrint EX 471: (installed 2017-10-02)

Canon IJ Network Tool: (installed 2017-10-02)

My Image Garden V361: (installed 2017-10-02)

Canon IJ Scan Utility Lite: (installed 2017-10-02)

Paperless: 2.3.9 (installed 2017-10-03)

ScanSnap Manager: (installed 2017-10-06)

Paperless Additional Software: (installed 2017-10-06)

Install information may not be complete.

Diagnostics Information: ⓘ

2017-10-06 12:47:20 NeatScannersICDriver.app Crash [Open]

Cause: objc_msgSend() selector name: findObject:

2017-10-03 14:00:32 Neat.app Crash [Open]

Cause: *** Terminating app due to uncaught exception 'NeatCloud Exception', reason: '(null)'

abort() called

terminating with uncaught exception of type NSException

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Answer 5

rkaufmann87

Level 10

148,488 points

Oct 5, 2017 12:01 PM in response to JayRB

JayRB wrote:

I assume you mean when I use System preference and open the Neat scanner there. No nothing shows up and the buttons (and probably the whole window) is gray withing nothing on the left side.

No, what I meant is when you launch the Image Capture application and have it running, will it "see: the NEAF scanner. If you don't know how to launch Image Capture the easiest method is to open Spotlight (the magnifying glass symbol in the upper right of the display) and type "Image Capture".

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Answer 6

rkaufmann87

Level 10

148,488 points

Oct 5, 2017 10:47 AM in response to JayRB

When you open Image Capture does the NEAT device show up at all?

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Answer 7

rkaufmann87

Level 10

148,488 points

Oct 6, 2017 11:04 AM in response to JayRB

The good news is overall the report does not show any major problems. However you do have a lot of Internet Plugins, some that you no longer use. I would recommend using the advice in Safari 8 (Yosemite): If you need to remove a plug-in to remove the ones you no longer need.

After that I would recommend that you uninstall all NEAF software. Please note where the reports indicates:

2017-10-06 12:47:20 NeatScannersICDriver.app Crash [Open]

This means the Neat software is likely causing the problem. To uninstall, first check with the developers to see if they have any instructions for uninstalling. If they do not then locate the application and drag it to the Trash and empty the Trash.

Next, restart in Safe Mode, then restart normally and finally re- attempt to use Image Capture.

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Answer 8

Old Toad

Level 10

215,646 points

Oct 6, 2017 12:51 PM in response to JayRB

Did you try the driver(s) from this site: Download Neat scanner drivers for Windows or Mac.

If that fails try the 32 bit version of VueScan from here.

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Answer 9

JayRB Author

Level 1

9 points

Oct 5, 2017 10:11 AM in response to rkaufmann87

I downloaded VueScan; It works just fine with my Canon and HP all in one WiFi hardware. The NEAT ADF scanner is loaded in the Printer/Scanner System preferences, but is not available to VueScan, and when I open the scanner in System preferences, the image capture windows opens and after a brief second the shows details button which grays out but the scan button opens gray and remains gray.

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Answer 10

JayRB Author

Level 1

9 points

Oct 6, 2017 8:32 AM in response to rkaufmann87

Yes I tried that last night (opening Image Capture from Spotlight). The image capture window showed up, and the neat scanner was select-able in menu bar on the left. When I select Neat Scanner, for a brief second the two buttons on the bottom right appear, but then thy both gray out. I can do nothing in the Image Capture window after that.

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Answer 11

JayRB Author

Level 1

9 points

Oct 7, 2017 9:20 AM in response to Old Toad

Hi, it is me again........ I have done all that you mentioned in the last reply. Yes, I have downloaded the software from "Neat scanner drivers for Windows or Mac." to no avail. Finally, I removed all NEAT items (NET Desktop.app, and all Drivers from /Library/Image Capture/Devices that had anything to do with NEAT) and removed the NEAT ADF scanner from System Preferences. Restarted in Safe mode, and tried Image Capture again. Same result, as before. I guess I have a NEAT ADF scanner Brick that I will put in my store room until someone comes up with a 3rd party workaround that will reactivate the scanner.

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Answer 12

Clubnev

Level 1

29 points

Dec 20, 2017 8:25 AM in response to JayRB

I have the same problem. I went through the steps with NSDK3 error. I tried the download link and am getting a message that my membership expired. I can't re-download the software? Never heard of that with a scanner before.

For anyone reading this that is thinking of buying a Neat scanner, DO NOT WASTE YOUR $$$$. When it works, it's nice. When it doesn't, you're stuck!!!

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Answer 13

JayRB Author

Level 1

9 points

Oct 5, 2017 11:42 AM in response to rkaufmann87

I assume you mean when I use System preference and open the Neat scanner there. No nothing shows up and the buttons (and probably the whole window) is gray withing nothing on the left side.

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