Hi,
If the usb cord was connected during the driver and software install, please have them remove the driver/software files and disconnect the scanner from the computer. Once that is done, please have them restart their computer.
After the restart, have them go HERE and download the Twain driver and CaptureOnTouch software. Once both are installed, have the reconnect the scanner and open CaptureOnTouch to try and scan.
If the scanner is still not detected,I recommended that you download and run the Restoration Tool for Windows Registry( found on the same page as the driver and software). This tool will search for and correct any issues that may be causing this issue. The tool can be downloaded from the following website:
Once the tool is downloaded, please do the following:
- Double-click on the RepairReg.exe file to run the utility. The following dialog box will appear:
- Click the START button.
The utility will investigate and determine if there are any inconsistencies. If an inconsistency occurs, the utility will try to fix the issue.. If the tool corrects any issues, please try scanning again.
If the issue persists, it is recommended that you call our Enterprise & Desktop Solutions Divisions at 1-800-423-2366 Monday-Friday 9:00 am to 8:00 pm ET, excluding holidays. While we understand that email may be the preferred method, the real time feedback of a live technical support call would be very beneficial in this case.
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