To Users of the imageFORMULA R-Series, P-Series and DR-Series Scanners

 

Thank you for using Canon products.

An issue has been detected that impacts the imageFORMULA R-Series, P-Series and DR-Series Scanners when Microsoft’s Windows 11 24H2 update is installed. Details and our customer support measures are stated below.

We would like to offer our sincere apologies to users who may have been inconvenienced by this issue. We spare no effort in our quality management to make sure our customers can use our products with confidence.

Issue
Concerning the imageFORMULA R-Series, P-Series and DR-Series Scanners, the software used by these products may be adversely impacted when Microsoft’s Windows 11 24H2 update is installed by the user. A bug has been detected in the update that may change one or more of the registry keys, which may prevent you from using Canon CaptureOnTouch software. We have reported this issue to Microsoft and are working with Microsoft to resolve the issue. We will notify users via an updated Web Announcement when a permanent fix is made available.

Please access the following link for additional information: https://support.usa.canon.com/kb/s/article/Unable-to-scan-using-CaptureOnTouch-on-Windows-11-24H2-imageFORMULA-DR-R-series-scanners

We strongly recommend that users not install Microsoft’s Windows 11 24H2 update until a permanent fix is issued by Microsoft

Support - imageFORMULA R-Series, P-Series and DR-Series Scanners - CaptureOnTouch

For users of the imageFORMULA R-Series, P-Series and DR-Series Scanners who have already installed Microsoft’s Windows 11 24H2 update and are experiencing the issue with CaptureOnTouch, the following error message will be displayed and the scanner will not function:

 

“Scanner not found. Check the cable or power supply.”

 

A temporary workaround solution is available. The steps to apply the temporary workaround for the issue are as follows:

  1. Quit CaptureOnTouch. Make sure there is no CaptureOnTouch icon in the Windows task tray (bottom right of the screen).
  2. From the Windows Start menu, select CaptureOnTouch > System Configuration to launch the System Configuration tool.
  3. On the System Configuration tool, select “Citrix: TWAIN Redirection” in Thin client mode (see the diagram below).
  4. Click OK to close the tool.
  5. From the Windows Start menu, launch the CaptureOnTouch.

Using this temporary workaround, you should be able to scan using CaptureOnTouch.
However, there are some limitations below.

  • Scanning cannot be started from the Start button on the scanner hardware.
  • The icon in the task tray does not change depending on whether the scanner is connected or not. A “disconnected” icon is always displayed.

Again, if possible, we strongly recommend that users not install Microsoft’s Windows 11 24H2 update until a permanent fix is made available. An updated Web Announcement will be posted as soon as a permanent fix is available.

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