topic Re: imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the c in Scanners

imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the cables."

hfrost — Wed, 30 Oct 2024 20:18:42 GMT

My scanner is giving me this message each time I try to scan. "Cannot find scanner. Check the power and the cables." I have tried plugging it into new outlets, using a different USB connecting cord, and I have removed the CaptureOnTouch V4 software and re downloaded that. Please help! I have windows 11 on my hp desktop

Re: imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the c

Danny — Wed, 30 Oct 2024 19:17:02 GMT

Thanks for joining the conversation, hfrost!

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: imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the c

hfrost — Tue, 05 Nov 2024 16:09:38 GMT

I have updated my post to include the OS I have.

Re: imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the c

jdecker1 — Tue, 17 Dec 2024 18:38:21 GMT

Any update to this? I have multiple R40's and they are all giving me this error message now.

Re: imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the c

sloanish — Wed, 18 Dec 2024 14:53:06 GMT

I have the same problem - Windows 11. I see the scanner listed properly under imaging devices. I have updated everything. Still no luck.

I performed a big Windows 11 update 24H2 on12/13/24. That may be the problem.

OS Build 26100.2605

Re: imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the c

ArthurJ — Wed, 18 Dec 2024 19:52:10 GMT

Hi,

Based on the steps you have already taken; it is recommended that you download and run the Restoration Tool for Windows Registry. The tool can be downloaded from the website HERE. Once the page opens, select the software and drivers' option, then scroll down and select load more until the Restoration tool is listed.

Once the tool is downloaded, please do the following:

Double-click on the RepairReg.exe file to run the utility. The following dialog box will appear:
Click the START button.

The utility will investigate and determine if there are any inconsistencies. If an inconsistency occurs, the utility will try to fix the issue.. If the tool corrects any issues, please try scanning again.

If the issue persists, it is recommended that you call Canon support at 1-800-423-2366 Monday-Friday 9:00 am to 8:00 pm ET, excluding holidays.

Did this answer your question? Please click the Accept as Solution button so that others may find the answer as well.

Re: imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the c

jdecker1 — Wed, 18 Dec 2024 20:03:20 GMT

I called support and they admitted it was a Windows update problem. The fix is to Exit out of the CaptureOnTouch out of your system tray, then go into the CaptureOnTouch program folder, click on System Configuration, and under Thin Client Mode, change from Disabled to Citrix: Twain Redirection, then click ok. Open up CaptureOntouch and the problem is fixed. Hope this helps someone else out there.

Re: imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the c

sloanish — Wed, 18 Dec 2024 23:12:27 GMT

I am hoping you have more information. I am on a PC with Windows 11
Folder names would be helpful.
Under this folder C:\Program Files (x86)\Canon Electronics\CaptureOnTouch
I see no System Configuration or Thin Client Mode

Re: imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the c

Rsweed — Thu, 19 Dec 2024 15:47:41 GMT

I had the same issue and tried several things. Finally, I Just went to the canon website and downloaded the install software again and ran it. I didn't uninstall or anything and my scanner worked immediately after. Hope this works for you too.

Re: imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the c

jdecker1 — Thu, 19 Dec 2024 16:17:10 GMT

C:\ProgramData\Microsoft\Windows\Start Menu\Programs\CaptureOnTouch\Tool

Re: imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the c

sloanish — Thu, 19 Dec 2024 19:40:10 GMT

Complete directions (from Jdecker1) all in one place to fix this issue caused by the recent Windows update.
1) Exit out of the CaptureOnTouch out of your system tray
2) Go to this folder
C:\ProgramData\Microsoft\Windows\Start Menu\Programs\CaptureOnTouch\Tool

3) Click on the shortcut for System Configuration
4) Under Thin Client Mode, change from Disabled to Citrix: Twain Redirection, then click ok.
5) Open up CaptureOntouch and the problem is fixed. Hope this helps someone else out there.

Tested OK

Re: imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the c

kylepacu — Thu, 19 Dec 2024 21:42:39 GMT

You have saved me weeks of anguish. I haven't been able to figure why it wasn't working. Thank you SO MUCH for this solution. I knew I'd find that forum wizard with the solution. Thank you for being that Wizard.

Re: imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the c

ordad12 — Mon, 23 Dec 2024 22:16:00 GMT

OK, I am really stupid. I just updated to Release 24H2 and I cannot find a ProgramData file on the C: drive. And I can't find System Configuration in the CaptureOnTouch folder in the Program Files folder.

Re: imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the c

sloanish — Mon, 23 Dec 2024 23:17:41 GMT

Re: imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the c

ordad12 — Tue, 24 Dec 2024 01:00:57 GMT

I appreciate the reply, but I checked again in File Explorer and I do not have a ProgramData folder on my C:/ drive. I have a Program Files folder and a Program File (x86) folder, but no ProgramData folder.

Re: imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the c

kylepacu — Tue, 24 Dec 2024 18:45:55 GMT

It's because the ProgramData is a hidden folder. Hit Windows+R to open the run menu. Type %programdata% then hit enter. That will open up the ProgramData folder for you. Hope this helps.

Re: imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the c

ordad12 — Tue, 24 Dec 2024 19:58:45 GMT

Bingo! When I added that step, I was able to follow the directions provided by sloanish. I still had to do the additional steps to restore the registry on the Canon support page for "Scanner not recognized" and then restart the computer, but now the scanner works. Thank you so much!!!! This has been such a headache, so getting this fixed is a great Christmas present. Thanks all.

Re: imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the c

bear211 — Wed, 25 Dec 2024 12:03:36 GMT

Try this. Not sure if the R40 and SR40 are the same. But I tried and got the RS40 to work.

Run RepairReg.exe. Under: C:\Program Files (x86)\Canon Electronics\CaptureOnTouch\Tools. Once it runs and fixes any issues, unplug the scanner from your computer and reboot your computer. Once your computer is up and running, replug it back in, and turn it on.

Re: imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the c

ordad12 — Wed, 25 Dec 2024 13:34:00 GMT

Here are the complete directions based on the help above (thanks everyone!) that I used to get my R40 working after installing the Windows 11 24H2 update on my computer:

1) Exit CaptureOnTouch
2) Go to hidden ProgramData folder by pressing the Windows key + R at the same time to open the Run menu. Type %programdata% and press Enter

3) Go to C:\ProgramData\Microsoft\Windows\Start Menu\Programs\CaptureOnTouch\Tool

4) Click on the shortcut for System Configuration
5) Under Thin Client Mode, change from Disabled to Citrix: Twain Redirection, then click OK.
6) Open up CaptureOnTouch. If the scanner is not recognized, use the Restoration Tool for Scanner Registry described in “Scanner not recognized” information in the Troubleshooting section on Canon support website.

7) Once the tool is downloaded, double-click on the RepairReg.exe file to run the utility. The utility will determine if there are any inconsistencies and try to fix the issue.

7) Restart the computer to complete restoration of the registry.

😎 Open CaptureOnTouch and test operation

Re: imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the c

blink2210x — Thu, 26 Dec 2024 16:33:25 GMT

Amazing!! Thank you, I’ve spent the last few weeks trying to fix this, on the phone with UK technical support and they kept saying it’s my laptop that’s causing the issue.
Followed your instructions and now I’m back up and working again! Def must be caused by a windows update.