topic Re: Canon P-215 II scanner issue on Windows 10 in Scanners

Canon P-215 II scanner issue on Windows 10

ahr_helpdesk — Thu, 21 Dec 2017 06:03:19 GMT

Hi There,

We have a user who uses a P-215 II scanner. He uses with auto mode off, so that he could install and use the desktop application for the respective scanner.

However, all of a sudden the scanner stopped working an throws up an error saying no scanner found. Upon removing the scanner cable and reconnecting it with auto mode on works perfectly. So, I figured this could be due to the drivers and it was indeed showing up that the dirvers aren't taken even though it is already installed and has been working.

So I did a complete windows update, ininstalled the software, drivers... etc and reinstalled it again with no success. Device manager still shows that it's not picked up the drivers. I have tried both the USB ports with no luck. So I tried it on a different PC and it was all working fine.

Now the question is how can completely delete the drivers and reinstall it, and make it work?

Re: Canon P-215 II scanner issue on Windows 10

Danny — Thu, 21 Dec 2017 15:04:50 GMT

Hi, ahr_helpdesk!

So that the Community can help you better, we need to know exactly which operating system is running on your computer (i.e. Windows or Mac OS, and which version thereof). That, and any other details you'd like to give will help the Community better understand your issue!

If this is a time-sensitive matter, search our knowledge base or contact our US-based technical support team at http://canon.us/SupportCF

Thanks and have a great day!

Re: Canon P-215 II scanner issue on Windows 10

elava519 — Fri, 16 Feb 2018 17:11:41 GMT

Hello,

I am having the exact same problem with these Cannon scanners P215ii I am using windows 10 64bit and using the most current driver that you have showing on the website (215II_DRIT_V10SP4)

we have several users that use the same computer with different login profiles and for some reason the scanner will work for 1 person but if that person logs off and i have another employee log in witht their own profile the scanner is not recognized.

the orginal person logged in comes back logs in with her profile and everythig is fine.

The error message the other users get is "Can't locate device; check cable and power (-4536)

So i know scanner works fine. it is set to OFF but if i set to ON it works fine for everyone. hope i can get some help on this matter thanks

Re: Canon P-215 II scanner issue on Windows 10

rftruax — Mon, 02 Apr 2018 14:10:34 GMT

I am having a similar problem. We have numerous P-215 scanners. We have recently upgraded several laptops from WIndows 7 to Windows 10. One every one of them, the scanner driver randomly "disappears" and the scanner will not connect. The only solution is to constantly reinstall the driver, after which it will work for a few days before it disappears again. I have contacted Canon about the issue, and their response is " We don't know anything about it". On several of the laptops, we have replaced the Canon with a ScanSnap scanner and they work fine, so the problem is with Canon, not Windows 10.

Re: Canon P-215 II scanner issue on Windows 10

BjornNyblad — Fri, 11 May 2018 18:09:10 GMT

Me Too, similar problem on Win 10, worked on Win 7.

Re: Canon P-215 II scanner issue on Windows 10

bklein — Wed, 13 Feb 2019 15:53:16 GMT

Was there ever a resolution to this problem? I am still not able to use the P215ii scanner with my windows 10 computer.

Re: Canon P-215 II scanner issue on Windows 10

Patrice — Wed, 13 Feb 2019 19:33:54 GMT

Hi bklein.

So that we can best assist you, what is the exact error that you receive when scanning from the P-215 II?

I look forward to your reply. If you need immediate assistance, please call us at 1-800-OK-CANON (652-2666), Monday - Friday 10:00 a.m. to 6:30 p.m. ET (excluding holidays).

Re: Canon P-215 II scanner issue on Windows 10

bklein — Wed, 13 Feb 2019 19:35:52 GMT

I get the "scanner cannot be found", Check power and cables error. I am not able to get it to scan.

Re: Canon P-215 II scanner issue on Windows 10

ckblack007 — Wed, 06 Mar 2019 21:53:28 GMT

Patrice and Danny,

In reviewing the thread, we all have the same issue on Windows 10. From my history in working in PC tech support, simply the TWAIN driver is not reaching the apps on Windows 10 64bit. in my instance, it worked once on a new PC, I uplugged it and plugged it back in the next day and the WIndows 10 64 bit system applications would not see it again, but instead sees it as a a FAT drive.

I could post you the error message from the applications I am using but they are not going to be useful because they are non-Canon and application specific. For example, what is a GIMP dialog going to tell you except when you use the GIMP dialog to pick a TWAIN source, it finds none.

To reiterate, the scanner is detected by the system as Storage Disk, not a Scanner. Applications on my Windows 10 64bit PC will not see the scanner. Yes I (re)installed a new drivers that I downloaded from your site yesterday.

Please advise

Re: Canon P-215 II scanner issue on Windows 10

nstubi — Wed, 10 Apr 2019 19:50:50 GMT

Hello,

I have the same issue.

Could it be due to some Windows Update? I am also running Windows 10 64 bits. I have done some updates yesterday, and it seems my scanner is not working since... yesterday.

The other problem is that Windows is so **bleep**y these days that I do not even understand how to uninstall some updates to test that...

Regards,

Nicolas

Re: Canon P-215 II scanner issue on Windows 10

ckblack007 — Thu, 11 Apr 2019 17:10:30 GMT

Support folks,

We have given you adequate information to triage this issue. We have been waiting months to years for an answer to this.

Re: Canon P-215 II scanner issue on Windows 10

nstubi — Mon, 22 Apr 2019 08:09:42 GMT

Hello,

Some credit to ckblack007 for his last post.

We are waiting for an answer.

Best Regards,

Nicolas

Re: Canon P-215 II scanner issue on Windows 10

Patrice — Mon, 29 Apr 2019 17:09:37 GMT

We cannot guarantee how the scanner will function with third-party programs, but if the scanner is not found within CaptureOnTouch, please download and run the Restoration Tool for Windows Registry. To download and run this tool, please follow the instructions at the link below:

Scanner is Not Recognized Properly in Windows or the imageFORMULA Utility

If you still continue to experience an error, we will have to recommend that you call us at 1-800-OK-CANON (652-2666), Monday - Friday 10:00 a.m. to 6:30 p.m. ET (excluding holidays). While we understand the forum may be the preferred method of communication, the next troubleshooting steps will need to be provided by phone, with a technician assisting you through them.

Re: Canon P-215 II scanner issue on Windows 10

jgpinc — Tue, 30 Jul 2019 21:21:11 GMT

I get this same error using the wireless connection on the DR-C225 WII. "Can't locate device; check cable and power (-4536)"

Re: Canon P-215 II scanner issue on Windows 10

advicepc — Tue, 18 Feb 2020 15:58:36 GMT

This fix still does not work. Can someone post the cause. We have a Win 7 pro system that all of a sudden changed to being a drive instead of a scanner. This is starting to look like a bug in the scanner communication with win 7 and 10. Pretty frustrating that this has gone on for so long and still no answer from canon.

Re: Canon P-215 II scanner issue on Windows 10

Boy_Narf — Mon, 04 May 2020 21:28:19 GMT

Hi I would like to bump this issue.

I just ordered 20+ units of these scanners to deploy to remote workers and have been unable to get them installed. I tested them about 3 years back but I believe we were still on Win7. I tried the registry fix, and went in manually as well to confirm the device ID's matched, but it still doesnt work. When I launch COT for the first time it brings up the scanner which I select, but when attempting to scan it says "cannot find scanner. Check the power and the cables". I have both USB cables plugged in but the scanner still isn't showing up in the device manager or in the "printers/scanners" section. The scanner does show up as a usb drive though. When I open the scanner in my computer and run the app it says "an error has occured while communicating with the scanner. close the aplication and reconnect the scanner".

Hopefully someone has made some progress on this or I'm going to have a bunch of grumpy clients.

Re: Canon P-215 II scanner issue on Windows 10

Boy_Narf — Tue, 05 May 2020 20:50:18 GMT

Hey Guys,

Made a bit of progress. I did a full uninstall of all the software and started over with the driver from the Canadian support site instead of the USA one.

https://canoncanada.custhelp.com/app/answers/answer_view/a_id/1031627/loc/en_US#__highlight

"WindowsSP6 driver"

This actually gets the scanner communicating with the PC and works flawlessly with Windows Fax & Scan. Hopefully this will help someone out. I think the capture on touch SW is pretty bad and constantly loses connection from my past experience so this might be a solid option going forward for less tech savy clients.

***Make sure to keep autostart set to off otherwise Windows thinks it's an external drive. Apparently it's supposed to run Capture On Touch light with the switch in that position but Windows is unable to launch the app that is included***

Re: Canon P-215 II scanner issue on Windows 10

Tovia1994 — Mon, 01 May 2023 18:04:10 GMT

I recently ran into this issue and the Canadian driver did work, I then just use the CaptureOnTouch Standard_V4.13.1122.1221 unplugged the device, installed both, reconnected the device and ran it, then it worked.

Re: Canon P-215 II scanner issue on Windows 10

kerryriley — Tue, 09 May 2023 18:28:10 GMT

I've had this problem. It's caused by Windows drivers getting loaded; you can see this from Device Manager.

I solved this by two steps:

Uninstall the Canon drivers from the Windows 10 Settings - Apps window.
Open Device Manager - Imaging Devices. You should see the Canon P-251II USB, but it will probably have a yellow exclamation mark next to it. Right-click and select Uninstall device. You could also do this by selecting Update Driver and pointing it to a folder that has the x64 Canon driver, but Uninstalling is simpler. Now reinstall the Canon driver. Currently this is "P-215II_DriverV1.0.11401.14001_SP6_forWindows". OnTouch should be able to see the scanner.

Re: Canon P-215 II scanner issue on Windows 10

mgarcia — Tue, 19 Sep 2023 19:22:40 GMT

Not aware if anyone has resolved this but I have a Canon P-215ii and I got it to work in Windows 11/10 using the x86 driver that comes with the current canon driver on a third party application as well as the Microsoft Scan App.