Support & downloads

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Support FAQ

Frequently Asked Questions (FAQs)

Where can I find software downloads, firmware, user manuals or scanner support information?

These can be found under the tab ‘Software and Downloads‘, and then under one of the drop downs; “Software”, “Current Scanners” or “Legacy (older) scanners (Vidar and Contex)”.

For more support, go to ‘Technical Support’ and fill out the look-up form to find your distributor.

I'm an official distributor / reseller, where do I find the restricted support for service information?

The ‘Restricted Support’ is now at a new location, click here to get to Restricted Support

My printer will not communicate roll information back to Nextimage.

When a HP PageWide or inkjet, Canon iPF, Oce ColorWave, etc., is not communicating with Nextimage normally, the typical symptom will be that the roll information such as size and media type is not reported back to Nextimage properly. The following is a list of common fixes for a bi-directional printer communication failure.

Ensure the latest version of Nextimage has been installed. Updates are available from the Contex Support site in the Software and Downloads section

  • Enable the SNMP service on the PC.
  • Enable SNMP communication on the printer.
  • In Windows, setup the printer driver as a local printer instead of using a print server.
  • In the Nextimage Printer Presets settings, check to ensure the printer driver is set to “Application Driver” and the correct “Template” name for the printer is selected. The template is shown immediately below the Application Driver selection box.

Where can I locate my Nextimage software key?

If this is a new scanner, the Nextimage key is provided to you by your reseller. Please contact the reseller where you purchased the scanner to obtain the key.

(IMPORTANT: Notice that the Nextimage Product Key to activate you Nextimage software needs to be purchased as an added product when you purchase a Contex scanner. Make sure that your Nextimage product is clearly specified in your order/invoice.)

If you have an existing installation and are required to re-install Nextimage on a new PC due to computer failure, then the software key is typically provided to you in a PDF file from the reseller (we suggest for you to check your email records) or it may be located on rear of the CD case provided in case is was sold as a hardcopy.

In the event you cannot locate either of these and the original PC is still function then you may obtain the software license from the following locations:

Nextimage 1.x
Located in the following registry entry,

Nextimage 2.x or above
Located in the following ini file,

If you cannot locate your key in any of the above mentioned methods we suggest you to contact your reseller with your original proof of purchase (such as a paid invoice itemising the purchase of Nextimage) so they can check their invoice records to see if they keep track of the Nextimage Product Key that was sold to you.

If you have any problem communicating with your reseller you will be able to reach us using our forms in our main website, and we will make sure that your reseller gets in contact with you.

What is the maximum length to be scanned with the new HD Ultra X6000?

There are no length limitations specific to the scanner itself. The limitations are all related to the file formats being saved to. TIFF has no length limitation up to the limitations of Windows – 4GB file sizes. The X6000 supports BigTiff which allows you to bypass this limitation. Jpeg and PDF both have a limitation of 65,500 lines max.

The limitations are just the normal ones that everyone has.

Side note: When we reach the max 4 GB limitation of Tiff then we will continue scanning and cutting the document into 4 GB individual files. PDF does the same thing, but we do it in multiple pages instead.

Where can I find the prices and availability for scanners?

Prices and availability is determined by your local distributor. Please fill out the contacts form and you should hear from them as soon as they can:

My Nextimage software key does not work

When a Nextimage software key does not work, it is typically only for one of two reasons:

a.) Please ensure you are logged into the PC as the Local Administrator when entering the key.
b.) Nextimage keys are specific to the version of software you own. For example, a Nextimage version 1 key will not work with version 4 software. It is very common for a user to upgrade to Nextimage version 4 and have their key no longer work due to incompatibility. The solution is to downgrade back to Nextimage version 1.x or purchase a new updated software key.

What software do I need to install my scanner and where can I get it?

There are two applications required to successfully install most scanners. The WIDEsystem scanner drivers and the Nextimage scanning application. WIDEsystem installs the scanner drivers and Nextimage is performs the scans. Both applications may be downloaded from the Contex website in the ‘Technical Support’ Area (link above). Nextimage requires a software license to function so please contact your local reseller to obtain a license.

What is a Hardware License?

Most Contex scanners require a Hardware License to activate the scanner. Hardware Licenses may be used to both activate as well as upgrade features in the scanner. The Hardware License is provided to you by your local reseller. More information about the Hardware License may be found on the Contex website here:

Where can I locate my scanner user guide?

The user guide is located on the WIDEsystem CD that comes with your scanner. Alternatively, you may download the user guide by going to the Contex Technical Support site and selecting your scanner model from the list.

What is the warranty status of my scanner?

You may obtain warranty information from your local reseller or you may also input your serial number at the following lookup page:

After installing Nextimage, Windows cannot locate the scanner.

You must install WIDEsystem which provides Windows with the appropriate device drivers for your scanner. Ensure you are logged into the PC as the Local Administrator when installing WIDEsystem. To verify if your scanner is supported by the operating system installed on your PC, check the supported OS List located on the downloads page for each scanner.

Some domain users get errors when trying to run the scanner.

When installing WIDEsystem and Nextimage, it is important to ensure you are logged into the PC as the Local Administrator so the scanner will be available to each user as they log onto the PC and Domain.

Who do I call for Technical Support?

Technical Support is typically provided to you by your local reseller. If you need assistance identifying your reseller, you may enter your scanners serial number at the following location:

Why am I getting vertical lines running through my images?

Vertical lines in your image are typically caused by dirt or scratches on the glass plate. Please clean the glass to remove the streaks. Please see your Scanner User’s Guide for more information in dealing with this problem.

Note: Dirt present on the glass plate during calibration will be memorized by the scanner and may later show up as bright colorless vertical lines in the image. Such lines cannot be removed by cleaning the glass plate alone. Therefore you must perform both cleaning and then re-run calibration in WIDEsystem as well.