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ImageFormula R10 & ONTOUCHL.exe not functioning

sunflowersamura
Apprentice

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
1 ACCEPTED SOLUTION

ArthurJ
Product Expert
Product Expert

Hi,

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).

We look forward to hearing from you. 

 

View solution in original post

1 REPLY 1

ArthurJ
Product Expert
Product Expert

Hi,

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).

We look forward to hearing from you. 

 

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