04-29-2019 01:09 PM
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:
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.
02-18-2020 10:58 AM
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.
05-04-2020 05:17 PM - edited 05-04-2020 05:28 PM
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.
05-05-2020 04:50 PM
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.
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***