imageFORMULA DR-G2110 Random Unusable Scans

[mrf1048]

Hello,

When scanning, two scenarios have begun occurring. These do not happen every time; sometimes the scan completes without issue.

Scenario 1: The scan starts normally, and the resulting images are perfectly clear. Then, at random, images like those shown above begin appearing.

Scenario 2: The scan produces results entirely made up of images like the above, with no clear scans at all.

Has anyone experienced this before, or does anyone have advice? I’ve already tried cleaning the scanner to no avail.

[ArthurJ]

Hi,

So we can best assist you, please let us know what version of Windows or MacOS you are running. Also, please let us know what software you are using to scan. 

If you would like, we do have a phone support team that could assist you in real time. They can be reached at 1-800-423-2366 Monday-Friday 8:00 am to 6:00 pm ET, excluding holidays.

We look forward to hearing from you. 

[mrf1048]

Hello, 

We are using Windows 11 and using CaptureOnTouch V5 Pro. This scanner is also being used as a network scanner and not connected via USB.

Thank you

[ArthurJ]

Hi,

I would remove both the scanner driver and CaptureOnTouch software from your computer. Once both files are removed, please restart your computer. 

After the restart, click HERE to open the support page for you scanner and reinstall the driver and CaptureOnTouch software. If the same issue happens, I recommend that you download and run the Restoration Tool for Windows Registry (file named DR_RegistryFix.exe). 

Once the tool is downloaded, please open the following article and follow the instructions:

https://support.usa.canon.com/kb/s/article/ART181189

When the Windows Restoration Tool has finished, please restart the computer (as the last step mentions) even if it did not find or fix any issues. When your computer finishes turning back on, please try using CaptureOnTouch to scan.

If the issue persists, it is recommended that you call our Enterprise & Desktop Solutions Divisions at 1-800-423-2366 Monday-Friday 8:00 am to 6:00 pm ET, excluding holidays. While we understand that email may be the preferred method, the steps needed to resolve the issue at this point, need to be provided by phone with a technician assisting you through them.

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