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R40 not detecting scans and not connecting to computer

SIIAL27
Apprentice

I am working for a third party. They called in stating that their scanner is not detecting scan sheets. I remoted in, stopped the service, restarted it. Made sure the scanner was on, had them connect the USB directly to the computer and not the docking station. It still wasn't being detected by their computer even after reseating the cord and the classic "unplug and plug back in". Any assistance would be greatly appreciated. 

1 ACCEPTED SOLUTION

ArthurJ
Product Expert
Product Expert

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:

  1. Double-click on the RepairReg.exe file to run the utility. The following dialog box will appear:
  2. 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.

Did this answer your question? Please click the Accept as Solution button so that others may find the answer as well.

View solution in original post

1 REPLY 1

ArthurJ
Product Expert
Product Expert

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:

  1. Double-click on the RepairReg.exe file to run the utility. The following dialog box will appear:
  2. 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.

Did this answer your question? Please click the Accept as Solution button so that others may find the answer as well.

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