topic Re: R40 Scanner still not working--Canon, can we get a response after MONTHS of nothing, please? in Scanners

R40 Scanner still not working--Canon, can we get a response after MONTHS of nothing, please?

jbunshaft — Fri, 11 Mar 2022 17:00:37 GMT

I'm starting a new thread, since Canon people popped in once or twice on the prior one and seem to have ignored it since then.

I have a Canon R40 ImageFormula scanner. A few months back, it stopped working. The included software wouldn't work. Said it had a "TWAIN" error. I tried every suggestion folks put out there. Uninstalling and reinstalling the driver, the whole software package, etc. No luck with any of that.

So I have a useless scanner and an ever-increasing stack of documents I can't scan. It may be that a Microsoft update changed something and that started this whole issue. I wouldn't really know. I'm an end user, not a tech guy. What I do know is, the device I paid Canon hundreds of dollars for isn't working. I'd really appreciate a solution. For that matter, even some courtesy, where a Canon representative says, "yes, we know, and we're working on a fix" and a timeframe for when this will be done would be nice. Can someone please get on this?

Thank you.

Re: R40 Scanner still not working--Canon, can we get a response after MONTHS of nothing, please?

kvbarkley — Sat, 12 Mar 2022 14:04:22 GMT

I suggest you look into VueScan, they have a demo version so you can see if it works.

Re: R40 Scanner still not working--Canon, can we get a response after MONTHS of nothing, please?

shadowsports — Sat, 12 Mar 2022 15:47:34 GMT

Vue Scan is a great suggestion.

This is the TWAIN driver from Canon which claims support for W11

https://pdisp01.c-wss.com/gdl/WWUFORedirectEulaTarget.do?id=MDEwMDAxMDU0ODAyMDMtMDE=&cmp=ABR&eulalang=EN

Re: R40 Scanner still not working--Canon, can we get a response after MONTHS of nothing, please?

jbunshaft — Sat, 12 Mar 2022 16:31:40 GMT

Thanks for the suggestion. VueScan says it can't see the scanner, either. I'm pretty sure it's a Windows issue that started this, but in the end, it's Canon's issue, since they need their software to keep up with whatever crap Microsoft has now inflicted upon us. (I paid Canon for a scanner, and I want it to work.) Anyhow, thanks for that suggestion!

Re: R40 Scanner still not working--Canon, can we get a response after MONTHS of nothing, please?

jbunshaft — Sat, 12 Mar 2022 16:33:39 GMT

Thank you. That didn't work, but I appreciate the suggestion.

I'd still like to know where Canon is on this. They put this forum out here, but no one from Canon seems to care to respond.

Re: R40 Scanner still not working--Canon, can we get a response after MONTHS of nothing, please?

Frustrated-2022 — Sun, 13 Mar 2022 17:35:44 GMT

Yep, didn't work for me either in WIN 11

Re: R40 Scanner still not working--Canon, can we get a response after MONTHS of nothing, please?

Stephen — Sun, 13 Mar 2022 17:51:37 GMT

Hello.

The Forums aren't intended for immediate or direct support from Canon USA. If your question is of an urgent nature, click HERE to visit your My Canon Account to discover your personalized support options.

If you're outside of the USA, please click HERE to find your support options.

Re: R40 Scanner still not working--Canon, can we get a response after MONTHS of nothing, please?

Cannert — Thu, 24 Mar 2022 22:46:13 GMT

I called Canon support after having this problem following an upgrade to Win 11. They instructed me to run the "Restoration Tool for Windows Registry" found on the Drivers and Downloads page under the Utilities tab. The "Readme" file included explains that it solves a Windows registry inconsistency that can keep the scanner from being recognized by Windows.

So far, no further issues for me.

Update: It worked for a few days, then I was back to the same old problem. I called Canon Support again (they were quick to answer). They had me do the following actions, which got me going again but is a temporary fix:
1) From the Windows "Start" Icon, search for "Services" and launch it.
2) Scroll down to "Windows Image Acquisition (WIA)". Right click or use the link at the left of the window to stop the service. Wait 30 seconds, then restart the service.
It worked for me, for now.

They sent me a link to a patch (picndln_install_08262020.exe) that will reportedly solve the problem in the future (time will tell). I asked them to please make this available publicly as there are a lot of people looking for a fix.

Re: R40 Scanner still not working--Canon, can we get a response after MONTHS of nothing, please?

olsenii — Thu, 17 Mar 2022 02:19:57 GMT

I had the same problem after a Windows update. Turned out that it was Widows Defender that blocked the communication. Short term I solved it by turning off Windows Defender when scanning, but that is not a sustainable slution and Canon needs to come up with a patch.

Re: R40 Scanner still not working--Canon, can we get a response after MONTHS of nothing, please?

jbunshaft — Sat, 19 Mar 2022 22:19:47 GMT

I appreciate that, Stephen, but the link you offered is where this all started. It offers driver downloads that don't work, and it also offered me the opportunity to come to this forum. The forum also sent me an e-mail that said, "Did it solve your problem? Click here to view the replies and mark one as an Accepted Solution. This helps others find helpful answers in the community too!"

So it sure looks like Canon is treating this as support. And I'm not expecting immediate results. I've been living with a non-working scanner for months, as well as asking here. So any chance Canon will come up with a solution soon?

Re: R40 Scanner still not working--Canon, can we get a response after MONTHS of nothing, please?

Frustrated-2022 — Sun, 20 Mar 2022 17:03:25 GMT

Pardon my ignorance, I'm technically challenged, but for those of us that don't know, just where "exactly" does one look to find . . . . "the "Restoration Tool for Windows Registry" found on the Drivers and Downloads page under the Utilities tab". I haven't a clue as to how to find what you indicate is a solution for this issue that Canon is blaming on someone/something else.

Thanks

Re: R40 Scanner still not working--Canon, can we get a response after MONTHS of nothing, please?

Cannert — Sun, 20 Mar 2022 17:18:17 GMT

https://www.usa.canon.com/internet/portal/us/home/support/details/scanners/document-scanner/imageformula-r40-office-document-scanner?subtab=downloads-utilities

or search for "Canon R40 Driver".

Re: R40 Scanner still not working--Canon, can we get a response after MONTHS of nothing, please?

Hector — Thu, 24 Mar 2022 20:28:24 GMT

Hello.

Windows defender and other security programs have the ability to shut down communications for the scanner or to stop essential services from running. Your security software will have settings that will let specific apps and services through. You would need to allow the Canon applications through for them to run while the defender is on. If there is a problem with the registry and it prevents the computer from properly opening the twain folder where the computer stores the scanner drivers, it can also cause issues. You can download and install the restoration tool for the Windows registry to resolve the issue using the link HERE. You will find it under the utilities tab. If you need assistance with getting the scanner to work properly with Windows 11, you can also contact our support team at 1-800-652-2666. Our agents would be happy to assist.

Re: R40 Scanner still not working--Canon, can we get a response after MONTHS of nothing, please?

jbunshaft — Thu, 24 Mar 2022 21:11:52 GMT

Thank you, Cannert! I'm hoping I don't jinx myself by saying this (and wind up back here in a couple of days because it again stopped working), but this seems to have worked. I'm back in business and starting to catch up on my backlog of documents that needed to be scanned. Thank you !!!

Re: R40 Scanner still not working--Canon, can we get a response after MONTHS of nothing, please?

Frustrated-2022 — Sat, 02 Apr 2022 10:47:24 GMT

I got through to Canon Support. They do not have a solution to this issue. They told me that more than just Canon are having problems with Windows 11 regarding basically a print-scan function. To me it sounds very much like we are stuck with rebooting Win 11 every time the scanner stops working. It also sounds like either Microsoft is the culprit or, everyone is just pointing fingers saying it's the other guy's fault. . . . . . reminds me of 4th grade all over again.

Re: R40 Scanner still not working--Canon, can we get a response after MONTHS of nothing, please?

procky — Fri, 12 Jan 2024 21:10:04 GMT

useless reply

Re: R40 Scanner still not working--Canon, can we get a response after MONTHS of nothing, please?

josh_wilson — Thu, 05 Dec 2024 17:34:50 GMT

I was able to get this to work using the TWAIN driver

Re: R40 Scanner still not working--Canon, can we get a response after MONTHS of nothing, please?

vrp — Fri, 20 Dec 2024 16:04:00 GMT

ACTUAL SOLUTION TO THIS ISSUE

Install the "TWAIN driver" package listed in the R40 software downloads:

This doesn't update the scanner driver from 1.0.0 as per Device Manager, I think the relevant fix is with the "ScanServer" program. I chose the "modify" option during the installation for both prompts since I already installed the normal driver package.

This fixed the issue of CaptureOnTouch not seeing the scanner on multiple machines.