Please Help with Scan Dual IV

[I.G.I.]

Just got the Scan Dual IV, and immediately ran into a problem: it won't load the film holder. Interestingly, the scanner pull the holder for a few millimetres, and then stop; pressing the "eject" returns the holder with the same few millimetres; all of this is consistent and repeatable during several attempts.

At the beginning I thought the reason could be some kind of accidental damage (the previous owner was negligent enough to pack and ship the scanner flipped upside down). Gradually though it dawned on me that this recurrence might imply a different sort of a problem, more like a sensor gauging the holder advance/position than an accidental mechanical failure.

Any ideas how, if at all, can I solve the issue?

 

[Nate Butler]

Is the door on the front pushed up to the proper 35mm mark?

 

[I.G.I.]

Is the door on the front pushed up to the proper 35mm mark?

Thanks for reply. Yes, it is; and I am inserting the holder as in the manual, with the arrow pointing at the scanner

 

[I.G.I.]

Sorry, a bit of a false alarm... it started working . The manual did not mention that the scanner take the holder just a bit in, and then one has to press to Index or Prescan; I've been left with the (evidently mistaken) impression that the scanner "swallow" the holder in it's entirety at once. Temperamental software though.... , but the scans look promising...

Thanks again to all who chimed in