topic Re: Problem with launch CaptureOnTouch Lite software on Surface Laptop 3 in General Discussion

Problem with launch CaptureOnTouch Lite software on Surface Laptop 3

yaroslavfast — Thu, 09 Jan 2020 11:19:29 GMT

Hello,
By connecting the Canon P-215ii scanner via USB-3 to Surface Laptop 3, it is impossible to start the OnTouch Lite software which is integrated in the Canon scanner. the software integrated in the scanner does not launch.
Everything was well followed in the Canon user manual and the drivers installed from the canon site.
When I tried to connect the Canon scanner to a Dell E7440 on Windows 10 Pro, it worked perfectly, without any problems.
Thank you !

Re: Problem with launch CaptureOnTouch Lite software on Surface Laptop 3

shadowsports — Thu, 09 Jan 2020 14:37:33 GMT

Greetings,

This is in the product's manual

The [AutoPlay] screen may not appear in some operating
environments. In such cases, open the [ONTOUCHLITE] drive in
Windows Explorer, for example, and start the application
directly by double-clicking [ONTOUCHL.exe].
Depending on your operating system, the drive name may not
be [ONTOUCHLITE]. Open the drive on which [ONTOUCHL.exe]
is located, and start the application directly.

It means that in some cases, depending on your OS or hardware that the embedded "One Touch Lite" software will not auto run when the scanner is connected to certain systems. In this event, you need to navigate to the products software folder and run the installer manually.

If this is not possible, you will need to resolve the failure to detect hardware issue which is specific to your computer and not the fault of the scanner. You can also download and run the full version of Capture On Touch from the product support page which will be avaialble anytime you connect the scanner to your PC.

imageFORMULA P-215II Support and Downloads

Re: Problem with launch CaptureOnTouch Lite software on Surface Laptop 3

yaroslavfast — Thu, 09 Jan 2020 15:02:29 GMT

Hello, thank you for your answer. Everything you specified in your comment has been tested but still nothing. The OnTouch Lite application launches and after 5 seconds of loading, the application closes completely. I have 2 Laptop 3 surfaces purchased at the same time and 2 Canon P-215ii scanners purchased at the same time. I also tested by plugging into Surface Docking.

Re: Problem with launch CaptureOnTouch Lite software on Surface Laptop 3

ArthurJ — Mon, 20 Jan 2020 20:41:53 GMT

Hello,

It is recommended that you call our call our Enterprise & Desktop Solutions Divisions at 1-800-423-2366 Monday-Friday 8:00 am to 8:00 pm ET, excluding holidays. The support representative can perform additional troubleshooting steps to try and resolve the issue. We apologize for any inconvenience this may cause; however, these steps need to be provided by phone with a technician assisting you through them.