topic Re: Can not intall RS40 Photo Scanner in Scanners

Can not intall RS40 Photo Scanner

davidlb — Mon, 19 Feb 2024 19:34:43 GMT

Followed all directions for installing and can not get it to work. Error message is: On Clicking on Captureontouch on software appls get "Cannot Find Scanner". Check of installed hardware shows it is installed and working. Help ?? Thanks Dave

Re: Can not intall RS40 Photo Scanner

Danny — Tue, 20 Feb 2024 16:34:56 GMT

Thanks for joining the conversation, davidlb!

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 macOS, 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, click HERE search our knowledge base or find additional support options HERE.

Thanks and have a great day!

Re: Can not intall RS40 Photo Scanner

shadowsports — Tue, 20 Feb 2024 17:01:44 GMT

Hi Dave,

Quick question. Did you connect or plug the scanner in before or after you installed its software?

Please follow with answers to Danny's questions. 😀

Re: Can not intall RS40 Photo Scanner

davidlb — Thu, 22 Feb 2024 15:29:32 GMT

Hi Plugged in usb connection and power after install. thanks for any help. reinstalled still same problem. Dave

Re: Can not intall RS40 Photo Scanner

mindy1 — Sun, 08 Dec 2024 18:49:16 GMT

I am having the same problem. Was it ever resolved?

Re: Can not intall RS40 Photo Scanner

Stephen — Sun, 08 Dec 2024 19:11:23 GMT

Hello!

I’m sorry to hear that you’re having trouble with your scanner. To help the community assist you better, we need a bit more information:

- Are you seeing any error messages?
- Which version of Windows or macOS are you using?
- How do you connect to your scanner: via USB or Wi-Fi?

Any additional details you provide will help the community better understand your issue.

If you are in the United States and need urgent support, please click HERE to visit your My Canon Account for personalized support options.

If you are outside the USA, please click HERE to find support options for your country.

Thank you, and have a great day!

Re: Can not intall RS40 Photo Scanner

mindy1 — Sun, 08 Dec 2024 19:25:45 GMT

Windows 11, installed properly, plugged in with the cord that came with it.

I've never used my scanner before and it's been too long for me to return it.

As far as I can tell, Canon didn't bother to make the software compatible with Windows 11, and my $400+ scanner is now an expensive brick 😞

Error message is "cannot find scanner"

Re: Can not intall RS40 Photo Scanner

Stephen — Sun, 08 Dec 2024 19:57:53 GMT

Thank you for the updated information!

We did develop updated software for Windows 11. You can find everything HERE.

The issue, however, is that a recent Windows 11 update (24H2) has made many USB-connected scanning devices unrecognizable.

You'll find the Microsoft article addressing this HERE
And the Canon USA article HERE

If you need one-on-one assistance, our support group is available weekdays from 9 a.m. to 6 p.m. ET at 800-OK-CANON (800-652-2666).

Re: Can not intall RS40 Photo Scanner

Cory2024 — Tue, 10 Dec 2024 21:18:30 GMT

I just want to keep this thread going. MS suggests KB5048667 fixes the issue here. But It does not fix it for me on two different PC's. Currently my users are on 24H2 with KB5048667, and unable to use the Start button on their R40 to start a scan like they used too. Stephen, do you have any other ideas, or things to try to get functionality back to normal. Going back to 23H2 is not an option now.

Re: Can not intall RS40 Photo Scanner

BenW — Tue, 07 Jan 2025 07:58:35 GMT

Yesterday I got my brand new RS40, I wish I read this article before, I'm so disappointed. I just can't get it to work. Same error as topic starter. My Windows 11 has the KB504667 installed, but still not working. I don't know who's fault it is in this matter, Microsoft or Canon, but it is bad programming of software. Windows detected the scanner, but the Canon software says it can't find the scanner. I was excited to finally going to scan all of my more than 5000 photo's but this one is going back to the vendor if Canon can't come with a solution in a few days.

Re: Can not intall RS40 Photo Scanner

mindy1 — Tue, 07 Jan 2025 20:20:45 GMT

Mine still does not work either.

Re: Can not intall RS40 Photo Scanner

BenW — Thu, 09 Jan 2025 09:23:43 GMT

I found a solution in another topic that works for me. First I used the RepairReg tool that Canon installs (Program Files (x86)\Canon Electronics\CaptureOnTouch\Tools). That tool did repair some things but it didn't lead to working scanner software. Then I started the System Configuration tool, and under Thin Client Mode, change from Disabled to Citrix: Twain Redirection. Now the software works, only the quick start button on the scanner still doesn't work. That's inconvenient, but I can scan now. Hopefully this works for others too.

Re: Can not intall RS40 Photo Scanner

BenW — Thu, 09 Jan 2025 09:30:41 GMT

Hi Stephen, see my response with a solution that works. I don't know what the cause is. But it seems that the Citrix software redirects the scanner or something. Or it is another problem that is solved by this adjustment. I think it is good that Canon includes this in its research and also provides this as a possible solution to others who experience this problem.