imageFORMULA R40 Continually giving message "Cannot find scanner. Check the power and the cables."

[hfrost]

My scanner is giving me this message each time I try to scan. "Cannot find scanner. Check the power and the cables." I have tried plugging it into new outlets, using a different USB connecting cord, and I have removed the CaptureOnTouch V4 software and re downloaded that. Please help! I have windows 11 on my hp desktop

[Danny]

Thanks for joining the conversation, hfrost!

So that the Community can help you better, we need to know exactly which operating system is running on your computer (i.e. Windows or macOS, and which version thereof). That, and any other details you'd like to give will help the Community better understand your issue!

If this is a time-sensitive matter, click HERE search our knowledge base or find additional support options HERE.

Thanks and have a great day!

[hfrost]

I have updated my post to include the OS I have. 

[jdecker1]

Any update to this?  I have multiple R40's and they are all giving me this error message now.

[sloanish]

I have the same problem - Windows 11. I see the scanner listed properly under imaging devices. I have updated everything. Still no luck.

I performed a big Windows 11 update 24H2 on12/13/24. That may be the problem.

OS Build 26100.2605

[ArthurJ]

Hi,

Based on the steps you have already taken; it is recommended that you download and run the Restoration Tool for Windows Registry. The tool can be downloaded from the website HERE. Once the page opens, select the software and drivers' option, then scroll down and select load more until the Restoration tool is listed.

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 Canon support at 1-800-423-2366 Monday-Friday 9:00 am to 8:00 pm ET, excluding holidays. 

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

[jdecker1]

I called support and they admitted it was a Windows update problem.  The fix is to Exit out of the CaptureOnTouch out of your system tray, then go into the CaptureOnTouch program folder, click on System Configuration, and under Thin Client Mode, change from Disabled to Citrix: Twain Redirection, then click ok.  Open up CaptureOntouch and the problem is fixed.  Hope this helps someone else out there.

[sloanish]

I am hoping you have more information. I am on a PC with Windows 11
Folder names would be helpful.
Under this folder   C:\Program Files (x86)\Canon Electronics\CaptureOnTouch
I see no System Configuration or Thin Client Mode

[jdecker1]

C:\ProgramData\Microsoft\Windows\Start Menu\Programs\CaptureOnTouch\Tool

[kylepacu]

You have saved me weeks of anguish. I haven't been able to figure why it wasn't working. Thank you SO MUCH for this solution. I knew I'd find that forum wizard with the solution. Thank you for being that Wizard.