Can not intall RS40 Photo Scanner

[davidlb]

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

[Danny]

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!

[shadowsports]

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. 😀

[davidlb]

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

[mindy1]

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

[Stephen]

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!

[mindy1]

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"

[Stephen]

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).

[Cory2024]

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.