Alright, I am certain I will be able to assist you and get your scanner working properly. Can you tell me the answer to a couple of questions..
1. Tell me what model of Neat scanner you have?
2. How is it hooked up to your pc, usb, wifi?
3. Would you be interested in me offering our Premium Service, which includes a remote session in which I remote into your pc, and do all the work for you while you watch. Then when we are done I disconnect and your set? Do not worry about security as we use a special tool, which does not install any applications because it uses the internet browser for the session and when we disconnect the session is deleted.
The cost for the additional Premium Service is negotiable, and on average is less than $20 and we could agree on a price if you are interested.
If you prefer to not do the remote service, I can continue to answer you through this chat medium, it will take a little longer, but in the end should be able to get it completed.