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

[blink2210x]

Amazing!! Thank you,  I’ve spent the last few weeks trying to fix this, on the phone with UK technical support and they kept saying it’s my laptop that’s causing the issue.  
Followed your instructions and now I’m back up and working again!  Def must be caused by a windows update.

[Rsweed · Accepted solution]

I had the same issue and tried several things. Finally, I Just went to the canon website and downloaded the install software again and ran it. I didn't uninstall or anything and my scanner worked immediately after. Hope this works for you too.

[sloanish]

Complete directions (from Jdecker1) all in one place to fix this issue caused by the recent Windows update.
1) Exit out of the CaptureOnTouch out of your system tray
2) Go to this folder
C:\ProgramData\Microsoft\Windows\Start Menu\Programs\CaptureOnTouch\Tool

3) Click on the shortcut for System Configuration
4) Under Thin Client Mode, change from Disabled to Citrix: Twain Redirection, then click ok.
5) Open up CaptureOntouch and the problem is fixed. Hope this helps someone else out there.

Tested OK

[ordad12]

OK, I am really stupid. I just updated to Release 24H2 and I cannot find a ProgramData file on the C: drive. And I can't find System Configuration in the CaptureOnTouch folder in the Program Files folder. 

[sloanish]

Complete directions (from Jdecker1) all in one place to fix this issue caused by the recent Windows update.
1) Exit out of the CaptureOnTouch out of your system tray
2) Go to this folder
C:\ProgramData\Microsoft\Windows\Start Menu\Programs\CaptureOnTouch\Tool

3) Click on the shortcut for System Configuration
4) Under Thin Client Mode, change from Disabled to Citrix: Twain Redirection, then click ok.
5) Open up CaptureOntouch and the problem is fixed. Hope this helps someone else out there.

[ordad12]

I appreciate the reply, but I checked again in File Explorer and I do not have a ProgramData folder on my C:/ drive. I have a Program Files folder and a Program File (x86) folder, but no ProgramData folder.

[kylepacu]

It's because the ProgramData is a hidden folder. Hit Windows+R to open the run menu. Type %programdata% then hit enter. That will open up the ProgramData folder for you. Hope this helps. 

[ordad12]

Bingo! When I added that step, I was able to follow the directions provided by sloanish. I still had to do the additional steps to restore the registry on the Canon support page for "Scanner not recognized" and then restart the computer, but now the scanner works. Thank you so much!!!! This has been such a headache, so getting this fixed is a great Christmas present. Thanks all. 

[bear211]

Try this. Not sure if the R40 and SR40 are the same. But I tried and got the RS40 to work.

Run RepairReg.exe. Under: C:\Program Files (x86)\Canon Electronics\CaptureOnTouch\Tools. Once it runs and fixes any issues, unplug the scanner from your computer and reboot your computer. Once your computer is up and running, replug it back in, and turn it on.

[ordad12]

Here are the complete directions based on the help above (thanks everyone!) that I used to get my R40 working after installing the Windows 11 24H2 update on my computer:

1) Exit CaptureOnTouch 
2) Go to hidden ProgramData folder by pressing the Windows key + R at the same time to open the Run menu. Type %programdata% and press Enter

3) Go to C:\ProgramData\Microsoft\Windows\Start Menu\Programs\CaptureOnTouch\Tool

4) Click on the shortcut for System Configuration
5) Under Thin Client Mode, change from Disabled to Citrix: Twain Redirection, then click OK.
6) Open up CaptureOnTouch. If the scanner is not recognized, use the Restoration Tool for Scanner Registry described in “Scanner not recognized” information in the Troubleshooting section on Canon support website.

7) Once the tool is downloaded, double-click on the RepairReg.exe file to run the utility. The utility will determine if there are any inconsistencies and try to fix the issue.

7) Restart the computer to complete restoration of the registry.

😎 Open CaptureOnTouch and test operation