Contacting Technical Support:
Musitek's support resources are limited. We urge customers to try solving technical issues by referring either to the Quick Reference Guide that opens the first time you launch SmartScore or by going to the Index in the user manual, "Using SmartScore X2". Both these resources are available from the HELP menu inside SmartScore. The online Musitek Forum is a great resource for solving common issues. We have many dedicated users who cross-communicate with others seeking help or advice. Click here to jump to the forum.
Our most common issues require us to view your source material. It's important to attach your scanned .TIF or .PDF files if you have recognition issues. Sending us your SmartScore .ENF file is usually not ncessary unless your problem relates to an editing issue. Our e-mail is firstname.lastname@example.org. Be advised that it may take up to 5 days to receive a reply.
For personalized assistance, you may communicate with Tech Support by phone. New telephone hours are from 10AM to 2PM Monday through Friday (Pacific) excepting holidays. Phone support may not always be available during those times. Tech Support's phone number is 805-646-5841.
Thank you for your understanding.
- Keyboard shortcuts: For Windows / For Macintosh
- Do I need to be online to install SmartScore?
- Do I need my prior version installed when upgrading to SmartScore?
- How many times can I install my copy of SmartScore?
- I downloaded my copy of SmartScore. How do I download it again?
- How do I view the interactive manual in SmartScore?
- My demo has timed out. How do I reactivate it?
- I lost my original CD and I am a registered user. Order a replacement.
- Scan from inside SmartScore whenever possible.
- Windows Users take note: Use the WIA driver.
- "Scanner not ready" (or other scanning failure) when selecting "SCAN" from inside SmartScore.
- Scanning with newer Macinstosh computers.
- I've got an All-In-One scanner. Will it work?
- Bad recognition results after scanning? It could be your scanner was "dithering".
- How do I select SmartScore's scanning interface?
- I can't seem to scan using SmartScore's Scanning interface.
- Can I use SmartScore's scanning interface on my Intel-based Mac?
- My orchestral score is bigger and wider than my scanner. How do I recognize large format scores in SmartScore?
- Got a trouble file? Send it to us!
- Poor recognition results after scanning? Probably it's "dithering"
- Recognition fails or hangs on scanned pages.
- PDF files. How do I convert them to TIFF?
- Scans are reversed. Background is black and notes are white.
- Music font problems: e.g. Time and/or key signatures display as letters or do are incorrectly placed on staff lines.
- Hand-written music and lead sheets are not well-recognized.
- Recognition accuracy is not what I expected.
Finale Export / Printing Issues
- How do I export files to Finale / PrintMusic or other programs?
- I saved a .FIN file in SmartScore but it will not open in Finale 2003/2004 (Mac Only)
- Why does my SmartScore file look corrupted after I import it into Finale 2001?
- Pages print blank in my copy of SmartScore 3.1.
- SmartScore prints smaller than my original (with All-In-One scanner).
- When printing my score on "normal-sized" paper, the music is too large for the paper.
SmartScore users must have their copies verified online. The procedure is simple but must be followed correctly. Upgrade customers need to enter their previous Customer ID and password (if previous version was downloaded) or Customer ID and serial number (if previous version was installed from CD). A small number of customers might not be able to transmit and receive online validation due to firewall or other security block. A browser work-around is provided during the installation process in that case.
If your computer cannot be connected to the Internet, paid customers can be manually authorized by contacting our Technical Support group at email@example.com (805-646-5841). TOP
No. In fact, we recommend you uninstall your previous version of SmartScore prior to installing the upgrade. You will not loose any working ENF or TIFF files. NOTE: Be sure to uninstall BEFORE and not after installing SmartScore. If you wish to keep your prior version, install SmartScore into a separate directory (within the Program Files folder). TOP
You will be able to install your copy of SmartScore up to 5 times (from both download and CD installers). You may install only on machines that you use exclusively. Updates are also included in the 5-count. If you get a notice that you have "exceeded the number of installations", please call Tech Support at 805-646-5841. TOP
If you need to, you may re-download your copy of SmartScore installer at any time: Click here for the SmartScore download page. Please refer to the e-mail sent to you when you originally ordered SmartScore. It will include your Customer ID and Password (the e-mail address you used when ordering) as well as the Serial Number (required to run the software). You can install SmartScore 5 times before having to call or e-mail us for more installations. TOP
Two interactive versions of the Smartscore manual are also available electronically:
- A PDF version is found by going to HELP > SmartScore Manual (PDF). Click here to download "Using SmartScore X" user manual.
- An online version is found by going to HELP > Interactive Manual Online. Click here to view the interactive manual online.
We suggest you use the INDEX to locate your topic of interest and click on the appropriate page to jump to that topic. TOP
You can reset the SmartScore demo timeout as follows:
Download and install this file. NOTE: This is an executable .exe file. Your browser may or may not make fuss about it. If so, try to override it's objections.
- If you installed the demo, delete 2 files named: "com.Musitek.SmartScore X Pro demo.plist" One is located in /Library/Preferences directory. The second is in [YourHomeDir]/Library/Preferences directory.
- Do a search for the word "smartscore". Delete all found items. If you're a Finale user, do not delete anything with the word "Lite" in its name.
- Do a search for the word "smartscr". Delete all found items.
- Do a search for the word "Chopin". Delete any fonts with this name.
- Empty your trash and restart your computer.
- Reinstall the demo. TOP
It is preferable to scan from SmartScore's own scanning interface for several reasons: SmartScore's scanning interface includes: Auto-resolution, auto-deskew, multi-page / single compressed image creation, grayscale thresholding, etc. TOP
WIA (Windows Image Acquisition) is a Windows scanning protocol for 3rd-party applications such as SmartScore. TWAIN is the traditional open-source protocol for driving scanners and is used with both Windows and Macintosh computers. When scanner software for Windows is loaded, very often WIA and TWAIN drivers are both installed. For HP and All-in-One owners running Windows, first choose:
FILE > Scan Music > Select Scanner > WIA xxxx.
If your scanner doesn't respond properly, choose:
FILE > Scan Music > Select Scanner > TWAIN xxx TOP
- Go to FILE > SCAN MUSIC > CHOOSE INTERFACE > SMARTSCORE’S
- Go to FILE > SCAN MUSIC > SELECT SCANNER > Choose "WIAxxxxx" (for Windows machines only)
- Push SCAN button or go to FILE > SCAN MUSIC > ACQUIRE to begin scanning. TOP
Yes, provided your scanner is supported by Apple's operating system. You may need to install a more current scanner driver. Visit your scanner manufacturer's website to download the most recent driver for your model scanner and operating system.
As of OS 10.8, all drivers that control scanners and printers are now imbedded in the Apple operating system. Drivers can no longer be selected by going to File > Scan Music > Select Scanner. Many older scanners and even some of the new, low cost printer/scanners are not supported by the operating system. If you're purchasing a new scanner, we recommend considering Canon or Epson scanners and all-in-one printers. Most (but not all) HP all-in-one printers work with SmartScore's scanning interface.
In order for SmartScore (or any other 3rd-party scanning program) to drive your scanner, a functioning TWAIN scanning driver is required. If you are using a late model scanner and it fails to respond when you push SmartScore's "Scan" button, it may come to life after updating drivers.
- Make sure your scanner is connected either by USB or wirelessly by Bonjour.
- Run Apple Software Update on your Mac by going to the Apple icon and selecting "Software Update..."
If your scanner still does not respond to the scan command after updating system software, try connecting SmartScore directly to your scanner's software:
- Go to FILE > Scan music > Choose interface > You scanner's
- Push the "Scan" button in SmartScore again. If your scanner's software opens up, follow thse scanning guidelines:
- Scan each page between 300 and 400 dpi in Grayscale (or "Document" mode).
- Select the PDF file format for output. You should be able to scan multiple pages into a single PDF file. When you have finished, save and name the PDF file to your desktop or easily accessible location.
- Open SmartScore and push the "Recognition" button, browse to the file and double click on it. The PDF will immediately be converted to multi-page .TIF format.
If you still can't scan from inside SmartScore, you can create recognizable image files using the software that came with your scanner. Please review "Scanning outside SmartScore" or follow the guidlines listed above.
An alternative to using your scanner's software is to use Apple's Image Capture application. You should know, however, that Image Capture does support multi-page / single file scanning. Scanning software bundled with modern scanners will allow you to scan and save multiple pages into a single PDF file which SmartScore is able to process.
Click here to see how to scan your music using Image Capture.
Here are some other alternatives:
- Consider purchasing a scanner that we know works well with SmartScore and the current Apple operating systems.
Click here to see a list of scanners we have tested and that work with all recent Macintosh operating systems.
- Consider using ScanVue; a 3rd party scanning solution: See http://www.hamrick.com/
Click to download ScanVue for Mac OS X, click here. TOP
Scanning with SmartScore's scanning interface (using the "Scan" button) is recommended for several reasons: Auto-resolution, auto-deskew, multi-page / single image file creation, grayscale thresholding, etc. are all built in.
First thing to do if you are running Windows...
Visit your scanner manufacturer's website, look for "driver downloads" and locate your scanner/printer model. Download the most recent FULL driver package appropriate for your Windows operating system. Install the new drivers and reboot your computer.
If your scanner still does not respond properly to the SmartScore "Scan" button, you can bypass SmartScore's scanning interface altogether by using your scanner's software to create recognizable image file as follows:
Step #1: Scan each page between 300 and 400 dpi in Grayscale (or "Document" mode). If your choices are just "Black and White" or "Color"; choose "Black and White".
Step #2: Select the PDF file format for output. You should be able to scan multiple pages into a single PDF file. When you have finished, save and name the PDF file to your desktop or easily accessible location.
Step #3: Open SmartScore and push the "Recognition" button, browse to the file and double click on it. The PDF will immediately be converted to multi-page .TIF format. Then push "Begin recognition".
How do I recognize large format scores in SmartScore X? There are more than one way to "skin a cat"... If the image field of a score is larger than the glass of your scanner, you have a couple of options to process the music with SmartScore.
- Reduce pages of the original score using a large-format page copier.
- Scan upper and lower halves of each page then merge and save joined images as a new file using Photoshop or other image processing software. TOP
You can send us your problem files whether you're using the demo or the full product. We will analyze your files and get back to you right away. Save the problem .TIF files (along with your .ENF or .MND files). We prefer you zip them together first if possible. Attach them to e-mail and be sure to include a daytime telephone number so we can reach you by phone. Send to: firstname.lastname@example.org TOP
Issue: This bug appeared after we released 10.5.5. The workaround is quite simple:
After recognition, if you do not want to see any chord names or symbols, to to View > Show > Chord Symbols and select "None".
This will be fixed in a future maintenance update.TOP
Issue: Most of the failures of SmartScore to successfully recognize a scanned page are due to pages being scanned without cropping and/or not being skew-corrected. Workaround: In the scan preview windows, be sure to crop the region containing the music leaving 1/4 to 1/2 inch of "white space" around the music. To manually de skew and crop pre-scanned pages, use the Image Editor (OPEN > "IMAGE FILES">filename.TIF.
For more information, call Tech Support at 805-646-5841 (M-F 10AM-4PM PST). TOP
To avoid file-conversion pitfalls, we strongly recommend using SmartScore X2 to convert your PDF files to TIFF rather than using any other image processing program. Here's how...
- In SmartScore, go to File > Open (be sure to select "Image file" type) and choose your PDF file.
- The file will convert and open in the Image Editor. Now, push the "Threshold" tool in the Toolbar which looks like this:
- In the preview window, push the "Preview" button to see how well the image is flattened to Black & White. Make sure symbols, especially note stems and barlines, are thick and well-defined. Use the Darker - Lighter slider and preview again until you are satisfied then push "Apply".
- In the upper toolbar, push the Recognition button to begin recognizing the music: TOP
Workaround: Re-scan with "Reverse Image" selected in SmartScore interface. Or choose Edit > Reverse Image in the Image Editor. TOP
Music font problems: e.g. Time and/or key signatures display as letters or do are incorrectly placed on staff lines.
Issue: SmartScore is accessing an older version of the Chopin font (Chopin.ttf) or did not install the new font properly. Fix: Open Control Panel > Fonts (Start > Control Panel), find CHOPIN, click on it and select REMOVE. Then reinstall SmartScore. TOP
Issue: SmartScore may recognize lead sheets or hand-written scores provided the notation approximates offset printed sheet music. But we can not guarantee the kind of accuracy you would obtain with printed sheet music. The closer the manuscript resembles printed music, the better the recognition will be. TOP
Scanning Hints for Better Accuracy NOTE: If you are using an "All-In-One" scanner (copier/printer/scanner), click here...
- Make sure you are properly set up to get good scanning results
Click here for our basic scanning steps
- Good originals = Good accuracy
The greatest variable in recognition accuracy is the quality of the printed music to be scanned. Larger fonts with crisper, more detailed printing will have better accuracy than smaller, faded scores or copies out of multiple generations. Avoid scores having broken, faded or segmented note stems and staff lines. Rule of Thumb: Modern scores work better than those printed during the French Revolution.
- Is you scan dithered?
If you get absolutely terrible accuracy after recognition and you acquired the scans OUTSIDE of SmartScore's scanning interface, it's possible your scanned images were "dithered". Dithering results in tiny holes shot through the black part of the image. Click here to read more about dithering. To check if your scan is dithered, go to FILE > Open (change Filetype to "Image") and select the .TIF file that gave you trouble. Use the Zoom tool to zoom in and look closely for the telltale "salt and pepper" effect of dithering.
- The right scanner will give you the right result
Another variable is the type and quality of the scanner used. Most flatbed scanners are adequate for the job. All-in-One scanners have their own special issues...click here for more. Click here for list of compatible scanners.
- Precise resolution means better accuracy
Higher resolutions do not necessarily equate to higher accuracy. Accuracy diminishes when the optimum resolution is not met or is exceeded. Whenever possible, always use the "Auto-resolution" feature inside SmartScore's Scanning Interface. You'll be a happy music-scanner if you do!
- Crop the music, but leave some white space
Always leave a minimum of 1/4" to 1/2" margin of white space on all sides (left, right, top and bottom). It is especially important to keep the left and right-hand margins of every system within the borders of the scanned image and to avoid light leaks (masses of black) onto the image area containing the music. Using SmartScore's Image Editor can correct most scanning errors.
- De-skew your image files
SmartScore may be able to correct skewed (or slightly rotated) images during scanning, but it's not always fool-proof. If you see skewing in the yellow (original) pane after recognition, close the ENF file and open your TIF file in SmartScore's Image Editor and manually straighten the image. Then push the RECOGNIZE button in the toolbar.
- Adjust the darkness/brightness of the final scan
Smaller notes or laser-printed scores can have very thin sharp lines. Darkening the final scan will thicken these lines and increase recognition accuracy. TOP
Finale Export / Printing Issues
If you own SmartScore X and Finale(2009 or later), you don't need to worry about choosing a file format. Just push the "Finale" icon in the upper right of the ENF toolbar. This will open Finale with the converted file looking exactly as it did in SmartScore. Otherwise, SmartScore saves to the.XML format for importing into Sibelius, Personal Composer, etc. TOP
Issue: If an ENF file is closed (and saved) AFTER saving it as a .FIN file, a dialog asks if you want to save current file as a .FIN file. Workaround: Save the open ENF file BEFORE saving it as a .FIN file. Dialog will not ask if you want to save current file as a .FIN file. TOP
Issue: SmartScore files with more than one voice per staff line (contrapuntal voices) do not import properly into Finale 2000c / 2001. Workaround: Upgrade to Finale 2004. Contrapuntal voices, text, lyrics and chord symbols all import correctly. TOP
Issue: Pages print blank when page orientation is set to "Horizontal". Workaround: Go to FILE > PAGE SETUP. Change "Type of Page" to "Custom". Change "Orientation" from "Landscape" to "Portrait". Change "Horizontal" page size to 11" and "Vertical" page size to "8.5". Now print. 3.1.1 Update (March 1) will fix. For more information, call Tech Support at 805-646-5841. TOP
All in one printer/scanners are becoming very popular. Most will work in SmartScore, but final results may not be optimal. Many will not allow variable-resolution scanning. This forces choosing discrete resolution values, e.g. 300dpi, 600dpi and 1200dpi. With "Auto-Resolution" on, SmartScore may print smaller than the original score. See Scanning Notes for workaround. If your printout appears larger than the paper size can handle, click here. TOP