Nikon film scanners2

Supporting Nikon Coolscan Film Scanners

*StarTek Training May 2003*Presented by Chris Utter

Program Overview

*Current Product Line Overview

*Hardware & Software Installation

*Troubleshooting

*Application Use and Workflow

*Diagnosing Image Quality Issues

*Working With Clients

*Legacy Scanners

*Summary and Q&A

Current Product Line Overview

**SUPER COOLSCAN 4000 ED

**SUPER COOLSCAN 8000 ED

**COOLSCAN IV ED

**COOLSCAN 2000

What Makes the Coolscan Unique

**Nikon’s famous Nikor ED glass is used as the optical stage

**Batch scanning options

**LED based light source does not harm your film

**Fast Auto Focus and Auto Exposure

**Nikon Scan workflow is designed to deliver Color and exposureCorrect images directly from the Scan “stand alone” application

4000 Pixels per inch resolution

SUPER COOLSCAN 8000 ED

Multiple film format (120/220, 35mm, etc.)4,000 dpi true optical resolution14-bit A/D, 16-/8-bit outputLarge-diameter SCANNER NIKKOR ED lensRod dispersion LED illuminationNew setup function for color negative filmMulti-sample scanningQuick AF & Quick PreviewHigh-speed IEEE 1394 interfaceDigital ICE 3 ™ (Digital ICE cubed)Digital ICE ™ (Image Correction & Enhancement)Digital ROC ™ (Reconstruction of Color)Digital GEM ™ (Grain Equalization & Management)

The multi-format, multipurpose scanner that rivals drum scans

CoolScan 8000 accessories

FH-835S- 35mm STRIP FILM HOLDER

FH-869M (optional) 120/220 MOUNTED FILM HOLDER

FH-835M- MOUNTED FILM HOLDER

FH-869S- 120/220 STRIP FILM HOLDER

FH-869G (optional) 120/220 STRIP FILM HOLDER WITH GLASS

FH-869GR (optional) 120/220 FILM ROTATED HOLDER WITH GLASS

FH-816 (optional) 16mm FILM HOLDER

FH-8G1 (optional) MEDICAL SLIDE HOLDER

“Working with Film Masks”

** See the product literature in your folder for film holder specifications **

CoolScan 4000

4,000 dpi true optical resolution14-bit A/D, 16-/8-bit outputSCANNER NIKKOR ED lensFast 38 sec. scanning(including image transfer to monitor)New setup function for color negative filmQuick AF & Quick PreviewHigh-speed IEEE 1394 interfaceRoll film compatible (optional)Multi-sample scanningDigital ICE 3™ (Digital ICE cubed)Digital ICE ™ (Image Correction & Enhancement)Digital ROC ™ (Reconstruction of Color)Digital GEM ™ (Grain Equalization & Management)

CoolScan 4000 Accessories

SF-200 (optional)- This is a 50 slide batch feeder for 35mm slides

SA-30 Roll Adapter Kit (optional) This kit accommodates rolls of filmUp to 40 frames long.

MA-20 Single Slide Adapter- Scans one slide at a time

SA-21 Single film strip adapter (up to 6 frames)

IX-240 film adapter

CoolScan IVHigh-resolution 2,900 dpi12-bit A/D, 16-/8-bit outputNewly developed custom CCDSCANNER NIKKOR ED lensGentle-on-film LED illuminationFast 42 sec. scanning(including image transfer to display)New setup function for color negative filmQuick AF & Quick PreviewEasy-to-connect USB interfaceDigital ICE 3 ™ (Digital ICE cubed)Digital ICE™ (Image Correction & Enhancement)Digital ROC™ (Reconstruction of Color)Digital GEM™ (Grain Equalization & Management)Your film's digital bridge to the future35mm/IX240 Film Scanner

CoolScan IV Accessories

SF-200 (optional)

SA-30 Roll Adapter Kit (optional)

MA-20 Single Slide Adapter

SA-21 Single film strip adapter (up to 6 frames)

IX-240 film adapter

SF-200

*50 slide batch feeder

*Can be used with theLs-4000Ls-2000CoolScan IV

*Has an adapter for roundedSlide mounts (FD Utility)

*Credit card fix

CoolScan 2000

There is no support for the Coolscan 2000 on Mac OS 10.2 AKA Jaguar.

Scanning system: Fixed-film, movable plane-scanning single-pass optical systemSensor: 2592 linear-pixel CCD image sensorLight source: Red, green, and blue (RGB) LEDsColor separation: Performed by RGB color LEDsValid scanning range: 24.3 mm x 36.5 mm at a resolution of 2592 x 3894 pixelsPixel size: Square 9.4 mm x 9.4 mm pixelsOptical resolution: Maximum 2700 pixels/25.4 mm, or 2700 dpi (at film surface)Analog-to-digital conversion:12 bits for each colorOutput: Full color (8 or 12 bits for each color)

Installation

Ratoc IEEE 1394 Controller

*Nikon Firewire Scanners ship with the Ratoc firewire card

*Nikon has tested our scanners on the Ratoc card exclusively

*Clients report an array of issues on the TI chipset

*Only win98’ requires a driver

*Standard PCI slot interface

*There are NEC chipset controllers available in PCMCIA format

Scanner self test & Installation

All Nikon Film Scanners report hardware status when powered on.

Only rapid blinking during self test indicates hardware failures

The number of blinks is only related to the accessories installed

Firewire and USB scanners do not test the scanners Com Port

SCSI scanners will report port failures and Imaging engine failures

Use only the approved interface cardsId 418>>>

Scanner installation on Macintosh Platform

The Macintosh installation is simple

1- Connect the scanner to the “Apple Native” firewire or USB ports.You always want the client to directly connect the scanners to the System ports andnot through a hub as hub’s may cause timing issues With scanner communication

2- Boot the Macintosh and check the “Apple System Profiler” to ensure the device is Live on the bus. There is no drivers requiredTo mount the scanner in the system profiler. The system profiler isShowing you firmware level information

3- Install the software under Mac OS 9x all. You can choose “Easy Install” and Select all the default answers. We will cover color space selection in a moment.

Software Installation

**Once the software installs successfully reinstalling software rarely resolves issues

**Virus Protection and Firewall software disabled

**Hardware should already be installed and ready

**Install Shield errors

Software installation on the Macintosh Platform

Install the software under Mac OS 9x all. You can choose “Easy Install” and Select all the default answers.

On Jaguar you must install the Nikon Scan Software under the firstAccount on the system. This is considered the administrative account and should be used to add/remove hardware & software

Remove old versions of the software prior to installing the newer version

Client Needs Administrative wrights to run Nikon Scan on OSX

Color space selection

Use Name List

*Adobe RGB 1998*Wide Gamut RGB*Scanner RGB*SRGB

Use Wizard* The wizard will explain what the differences are between color spaces but it does not scan your system and choose the correct color space.

Quick tests

Once the software is installed reboot the system then run Nikon Scan

If you insert the film prior to launching Nikon Scan and after the scanner Completes its self test then the software will come live with all the Controls available

Pull up a preview or thumbnails to test scanner communication.

If the Client just purchased the scanner is has never used Nikon scan then you Can walk them through basics but you cannot teach them to use the Product.

Troubleshooting Installation Problems

** Is the problem Hardware or software related??

**Hardware Related- Use your Hardware checklist

**Software Related- Make sure you follow the steps for the Correct OS.

**Items that would indicate a service issue

**Testing after the problem is resolved

Troubleshooting Hardware problems (Windows platforms)

**Does it pass the self test???!!!

**Does The Device and its controller show in Device Manager

**Device manager Trouble shooting sequences

**Unknown Film Holder (LS-8000)

**Hubs and Third party devices

**USB controller issues ( Microsoft HCL )

**Driver installation problems

Troubleshooting Hardware Problems (Mac OSX )

**Has the scanner passed the self test?

**Did the client follow startup Procedures?

**Does the scanner show in the system Profiler?

**Flip firewire cables end to end. Ensure no hubs are in use

**Restart with no other Peripherals attached!!

Troubleshooting Hardware Problems (Mac OS 9X)

Hardware and software installed under “Mac OS 9x All”

Startup procedures followed

Scanner should display in the System Profiler

Only Apple Native Firewire and USB is supported.

Mac OS 9.22 preferred

Trouble shooting SCSI issues

• Supported SCSI cards

• Supported Platforms

• SCSI ID’s and Termination

• Isolate the scanner

• SCSI bus types and cable types

• 3rd party devices on the bus

Troubleshooting Software

**Troubleshooting Software issues is very time consuming

**You must guide the client through long and confusing sequencesWhile keeping in mind what the client is seeing

**Reinstalling software does not resolve most issues (it covers up the cause of the problem)

**Understanding the Nikon Scan application and how it works

**Understanding what error messages are telling you.

**Windows (safe mode)

Troubleshooting Software

• ASPI layer• Scsiscan.sys• Hp ScanJet software• Driver problems• Ls2000.md3• Plugins

“No scanner found” error message

**This does not mean the scanner is not connected and ready

**Files that may cause this error message

**Removing LS2000.md3

**Jaguar OS issues that cause this Problem

Troubleshooting Software problems on The Macintosh

*Managing accounts on Jaguar ( application has unexpectedly quit )

*Memory and disk cache management (OS9x )

*Deleting the Nikon Scan Preferences

*Extension Set Management

*Error code series 2000 (SCSI)

*Drivers and Firmware Updates

Application use and Workflow

Nikon Scan has a unique workflow

Workflow designed to reduce post processing

Bach scanning requires special consideration

You must understand the types of film being scanned

You cannot rush the Nikon Scan Workflow

Managing windows in Nikon Scan demo

Welcome to the Scan GUI

Startup Sequence

*Scanner should always be powered on prior to Booting the system.

*After the scanner and OS are running ,Firewire and USB devices can be “Hot Swapped” even while Nikon Scan is running

*LED Flash rate doubling means we have hardware problems!!!

* Effects of Loading film before and after Nikon Scanhas been started

The patience factor

*Clients Preview is all black or all white

*Waiting On the Scanner to be “Ready”

*Skipping over startup sequence items may cause odd behavior.

*Clients who jump ahead may cause you to take 10 steps backwards

*Tool Pallet redraws may be slow

Using single frame adapters

•MA-20 film insertion orientation & clipping issues

•FH-2 film strip adapters are single frame adapters

•120/220 medium format adapter use with masks

•Thumbnails are not needed

Using multi frame adapters &Batching devices

*Batching devices and strip film adapters require a large system overhead

*Image previews store settings changes that are applied during a batch Scan

*With any film adapter that holds more then one frame we must first acquire thumbnails before we preview an image.

*Thumbnail Previews & film offset adjustment

*If an image is not correctly framed the scanner will not be able to auto expose the image properly

Batch Scanning

Batch scanning is simply automating the scan process to scan Multiple frames consecutively

All current scanners are capable of batch scanning

Batch scanning has some limitations you must be familiar with.

Batch scan logs may contain the answer you are looking for

ROC, GEM & Digital Ice

Digital ICE 3 ™ (Digital ICE cubed), Digital ICE ™ , DigitalROC ™ and Digital GEM ™ are trademarks of AppliedScience Fiction Inc.Digital ICE 3 ™ (Digital ICE cubed) are technologies developed byApplied Science Fiction Inc.

Removes dust & scratches

Restores Color to faded and UV damaged films

Reduces film grain effect

Saving Global Settings

You can save all of the custom settings you have made as a .set file

Global setting presets can be used to quickly customize settings for Particular film types and issues.

Global settings can be applied to an entire batch scan process

If you want the closest thing to “one button operation” .set files are the Way to go.

You can also save single menu changes as well.

Working with the Tool Pallets

The tool pallet is where all image adjustments are made

You can tear off control panels to make custom tool pallets

The client says “I have 30 tool pallets, what do I do”

Setting white point balance

Using Curves

Scanner extras and scanner specific menus

File saving

*Auto save features

*Supported file formats

*Scan bit depth

*Storage

*Post Processing

Workflow from Adobe PhotoShop

Workflow from within Adobe Photoshop is identical to the workflow in Nikon Scan With 2 major exceptions!

Who can guess what would be different?

We are working from within another applications “working color space”

Final scanned image is mounted in Photoshop and uses Photoshop'sfile saving features

Always perform Image quality issue Troubleshooting from the “stand alone” application.

Diagnosing Image Quality Issues

Film Grain issues

*Nikon Scan is not very good at Rendering images*Clients never have viewed films at 800% magnification*GEM is the feature that manages film grain*Lowering scan resolution will do an excellent job of reducing Film grain effects*LED based light source tends to Exaggerate film grain

*We will work with this imageIn Nikon Scan and Photoshop

Color shift Issues

*Color shift issues are advanced and difficult

*Use your color shift issue troubleshoot guide review

*Nikon Color Management

*Scanner color profiles

*3rd party color management issues

*Monitor issues and calibration

Focus Issues

*Scanner always tries to focus center

*Manual focus and its effect

*The scanner is looking for edge detail

*Film sag will cause edge to edge focus issues

•FH-869G holder is plated with anti Newton glass

•The film itself may be out of focus

•A sample image helps to understand the nature of the focus issue

Banding issues

What causes banding?

Bus noise banding

Contrast banding

CCD related banding

Troubleshooting banding issues

Staging failure banding

Artafacting issues

Halo effect…. What causes this?Newton RingsJPEG ArtifactUFO’sContamination present in the same place every scanMoiré patterning

Working With Clients

*You must understand where the client is coming from and Not allow their hostile nature to scare you

Controlling the conversation

*Establish control from the start of the call by asking the right questions!

*Do not allow the client to talk over you or change direction

*You must be an Analytical Problem Solver

*You must assure the client that you can resolve the issue

*Use small talk to fill short gaps like reboots

*if you don’t know the answer to a question what do you do?

How to feel out the clients actual problem

*You have to know the right questions to ask

*what is the nature of the issue??

*Pictures worth a million words

*hardware snooping

*Client workflow

*3rd party color management systems

Putting out fires

•Your objective is to get the client up and running

•Clients who are “out of control” need “special attention”

•Assure the client that they are in good hands

•Offer workarounds if the problem cannot be resolvedImmediately

•Try your best to calm the client down and if you feel the Issue is beyond your abilities then do not hesitate to consultYour supervisor regarding escalation to level III

Restoring client confidence

•Clients are quick to conclude that when things are not as easy asThey would expect them to be that it’s the product at fault.

•Providing the client a corrected copy of their Scan goes a longWay in making them understand

•Callbacks and follow ups provide the clients with confidence that you Care about the issue.

•Advise the client that user groups and other Professionals share a greatDeal of information regarding these scanners. Nikon film scanners areRated among the best in the industry.

Follow ups and escalations

*Never escalate a call if you have not exhausted your check lists

*Please write descriptive meaningful notes in the case record

*If you have to end a call before the issue is resolved you shouldCall the client back to ensure the problem was resolved

*Do not call a level III agent to ask if you can pass a call up. YourStartek level II agent must approve this and ensure that the fail safesHave been addressed correctly.

*Never promise a level III agent will return a call

Legacy Scanners

Legacy Scanner Family

• Ls-10• Ls-20• Ls- 30 (aka Coolscan III )• Ls-1000• Ls-3500/3510• Ls-4500• AX 110, 210, 1200 flatbed

Legacy support limitations

** All Nikon SCSI based scanners have support limitations

**Supported Platforms

**SCSI bus speed issues

**Mac Native SCSI or Adaptec 2906 on a G3/G4

**OS 9x you must use the Photoshop plug-in only

Using Nikon Control 2.2

• Downloading and installing Nikon Control demo

• Acquiring Twain from Photoshop

• Nikon Control 2.2 Overview

• Batch Scanning in 2.2

When do you escalate the call to Melville? Level III

*If the needed fix requires editing the registry (windows)

*If the description field says “pass to level III”

*You “Think” the scanner requires service

*Very Old scanners AX-series, 4500, 3500/3510

*Advanced image quality issues

*Door stopped systems!

Level III Agents (Dave Bolger)

*Dave started his career at NikonIn the Service Department

*Dave has been with Nikon going on 6 years now

Level III Agents (Rick Bernstein)

Rick has also been with Nikon for many years now and is wellaccepted by everyone

Rick has a unique way of dealing with clients and is veryclient oriented

When not at Nikon Rick restoresJudd sculptures for museumsAnd personal collectors.

Level III Agents (Supervisor Frank Muller)

Frank Muller is the level III supportSupervisor

Frank is extremely knowledgeable and fluent in all Nikon Digital Products

As far as an “official word” from level III regarding any issue, Franks word isThe bottom line!

Frank Muller is an extremely giftedPhotographer

Level III Agents ( Jerry Conway )

Jerry handles replacement partsLike Ratoc cards and battery Chargers

Jerry routs questions from levelII agents to any available levelIII agent or to frank and DavidDentry

Jerry is super friendly and is There to help you

Level III Agents (Petrina Tickle)

Petrina is the UTO secretaryAnd a whole lot more

Pertina is well accepted andBrings unity and good spiritto our department

Summary and Q&A

**Quick summary of scanner support

**Open Q&A session

**Quick review on dealing with clients

Hands-On

**Two volunteers to install a new LS-4000

**Form groups of 3 to 5 people per workstation

**30 min to explore

**Scanning difficult media (assignments)