Recently, I've had 2 employees that are unable to use their ImageFormula R10 Scanners. The scanner shows up as USB drive (e.g. E:/ or D:/) which is normal. But when trying to run CaptureOnTouch Lite (ONTOUCHL.exe) as usual, I get an error message "An error has occurred while communicating with the scanner. Close the application and reconnect the scanner."
Things I have tried during troubleshooting:
Running ONTOUCHL.exe as admin
Trying different USB ports
Dragging ONTOUCHL.exe to the desktop, then running it there
Running the Registry Fix from Canon's website regarding the R10 scanner
Restarting the computer
Rolling back Windows update KB5032005, and Security Update KB5032189 (the most recent updates, we think it may be due to them)
Removing the generic Windows driver for the device, then plugging in the scanner to re-add it
Based on the steps you have taken already, I recommend reaching out to our support team. They can be reached at 1-800-423-2366, Monday - Friday, 9:00 AM - 8:00 PM EST (excluding holidays).
Based on the steps you have taken already, I recommend reaching out to our support team. They can be reached at 1-800-423-2366, Monday - Friday, 9:00 AM - 8:00 PM EST (excluding holidays).
