"Failed to acquire information on the driver and software" PIXMA TR8620 setup software

[Kylix]

I can't install my new Canon TR8620 printer on my Windows 10 PC. Downloaded this software straight from Canon's own website. I've Googled this problem and it's been around since 2016 or earlier. I did all of the previous troubleshooting I could find and nothing has helped me.

Just so we can save some time here, I already:

- Restarted my PC
- Updated Windows
- Used an Admin account
- Toggled the BITS service in various ways including off, on, refreshed, restarted, etc
- Turned my A/V off completely
- Turn Windows firewall off completely
- Ran the software as administrator
- Redownloaded the software straight from Canon's website AND the ij.start website listed in the guide
- Gave the printer its own TCP/IP address
- Used both wifi and ethernet cable connections
- There is no longer any box to check or uncheck in the current software, as provided in some older solutions

Nothing has worked and I'm about to return this printer due to bad software. I know the printer itself works because I did a test print from my Mac (using direct Apple AirPrint), but the Windows software will not get past the "failed to acquire information on the driver and software" so I can't install it on my main computer.

[RickKnowlton]

I did solve it after hours of headache.
Mine is a Canon TS8320, running on Windows 10 home edition.
I have been using this printer/scanner for at least a couple years -- I have two of them and they've been very good.

Suddenly, out of nowhere, the computer software was telling me that my printers (both) were 'offline' ... and refused to connect with them by cable or internet. In fact, they were both online, accessible by other devices. I went round and round restarting, reconnecting ... all of the 'idiot' troubleshooting to no avail... 
As a last resort, I removed ALL Canon software drivers from my computer and tried to reinstall everything freshly. That's when I faced the terrible "Failed to acquire information..." error. So I wasted a few more hours trying everything, even trying to understand and change this "administrator" status .. instruction lists .. videos... Maddening.

FINALLY, I tried one last thing using the original installation disk that came with the printer (Canon TS8300 series):
I AVOIDED the "Easysetup.exe" -- which just opens the Canon webpage that is the source of all our paiin...
Instead, I opened the "win" folder and selected SETUP.exe 
That actually allowed me to go through the setup process and yes -- my printer is working!
During the process, a screen appeared, saying "You must deactivate the block on this software in the Windows firewall function" ... Thankfully, it included a check-box to solve that on the spot "[  ] Deactivate the block". (Was that the issue? Who knows!)

It is insane that Canon gives us this problem, when we just want to operate our printers!
"Are you listening Canon? You owe me for hours of work, beyond the value of this printer!"
Good luck to my Canon-using friends.

[Nirvananow]

April, 2025 and this problem still exists. What is Canon doing anyway ! ? ? ? Some of the "Updates" refer to Windows 7 and 8 = WTF? My printer works, but I cannot install any of the 'software' on the download page. Will be RETURNING and going with another brand.

[Stephen]

If you have a new printer, you will find the setup tool at https://canon.us/setup. 

It will correctly install the current software and drivers, and pair your printer with your computer.

If you need one-on-one assistance, please log in or create a Canon Account at https://canon.us/account for personalized support options.