Hi jmyers5645!
This information has been passed on to some customers via email regarding some errors that have been occurring with using the imageFORMULA R40 scanner on a computer running MacOS Sequoia. Some have reported getting a message saying the scanner is not being detected. Others have reported getting a message that CaptureOnTouch is damaged.
First we recommend that the scanner be connected directly to a port on your computer (not through a hub). If you are using an adapter with that cable, it can cause a problem. It would be better to use a USB cable that has the proper fittings on both ends. For example, if your computer has oval-shaped ports, please use a cable that has an oval-shaped (USB-C) connector on one end. The other end of the cable should match the connector that the scanner uses (USB-B).
If the scanner is properly connected and you continue to get the error (Scanner not detected or CaptureOnTouch is damaged), we recommend restarting the computer, and then uninstalling the driver and software. After the driver and software are fully deleted (trash is emptied), you should restart the computer again before attempting to download and install the most current versions of the driver and software.
IMPORTANT: Please use a different web browser to download the driver and CaptureOnTouch. For example, if you originally used Google Chrome to download the driver, please use Safari instead. Or if you used the Firefox browser, please use the Google Chrome browser instead. The CaptureOnTouch damaged error can be happening if the software is not being downloaded properly, so switching browsers can help.
You can follow these steps to uninstall the driver:
- Disconnect the USB cable that is connecting the scanner to your computer and leave it disconnected throughout the uninstall/reinstall.
- Click on the FINDER app that is in the dock at the bottom of your computer screen. It is normally the left-most icon in the dock.
- In the menu at the very top of your screen, click on the word GO.
- Then, click on COMPUTER.
- Open the main hard disk folder (usually called Mac HD).
- Open the Image Capture folder.
- Open the Devices folder.
- Drag any folders related to Canon to the trash. There may be more than one.
- Go back to the Image Capture folder (the previous folder).
- Open the Twain Data Sources folder.
- Drag any folder(s) that contain(s) the name “R40” or “Canon” to the trash. There may be more than one.
- Empty your trash.
To uninstall the CaptureOnTouch program, please do the following:
- Click on the FINDER app that is in the dock at the bottom of your computer screen. It is normally the left-most icon in the dock.
- In the menu at the very top of your screen, click on the word GO.
- Then, click on APPLICATIONS.
- Drag the folder that contains CaptureOnTouch to the trash.
- Empty your trash.
After you have emptied your trashcan, please turn the computer off (shut it down completely) and then restart it. When it has finished restarting, please use a different web browser to open the following website and download the latest driver and software. As mentioned before, if you originally used the Google Chrome browser for downloading, please use Safari instead.
https://www.usa.canon.com/support/p/imageformula-r40-office-document-scanner
When the page opens, please click on the symbol for Software & Drivers located to the right of the picture of the scanner. Then, make sure that Mac and macOS Sequoia are selected as the Operating System and Version under the Downloads section. Once you have done that, the driver and software options will appear below.
Please disregard the order that the files are in. The TWAIN Driver may be the second option on the list and is dated 4/19/24. Please install the driver before you install CaptureOnTouch which is dated 1/15/25.
To install these items, you need to click on the Download button first (on the right side of the page). Once the file has finished downloading, please go to your downloads and open the file. Then, follow the instructions that pop up.
Once the Twain Driver and CaptureOnTouch program are installed, please do the following:
- Turn the computer off and leave it turned off.
- Reconnect the USB cable connecting the scanner to your computer.
- Turn the computer back on.
After the computer has finished restarting, please open the CaptureOnTouch program and try using it. If you are experiencing the same issue, I recommend making a change to your computer’s Privacy setting so that the CaptureOnTouch program has continuous access to the driver while you are using that program.
We do have an online article that should help with this issue. It asks you to go to the Privacy tab in your Security & Privacy folder to make a change. The article was written for older versions of Mac; however, the change that needs to be made is the same.
The only difference will likely be how you get to the Privacy tab. On a computer running MacOS Sequoia, you would do the following:
- Click on the Apple symbol in the top left corner of your computer screen.
- Click on the System Settings option.
- Select the Security & Privacy folder.
Once you are in the Security & Privacy folder, you can click on the Privacy tab and follow the information mentioned in the following online article:
https://support.usa.canon.com/kb/s/article/ART177783
If you are still having trouble after you make this change, please try restarting your computer one more time (while the scanner is turned on and connected). If that still does not help, I recommend calling us so we can help you over a phone conversation. You can dial toll-free 1-800-652-2666, Monday - Friday 9:00 A.M. - 6:00 P.M. ET (excluding holidays).
I hope this information helps.
