| Article ID: ART177484 |
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Date published: 09/10/2020 |
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Date last updated: 03/10/2022 |
Description
If you are attempting to scan using CaptureOnTouch and the application is unable to find the scanner (the CaptureOnTouch icon is grayed out), here are a few things you can try:
Solution
- Make sure you are using the USB cable that was provided with the scanner.
- Check to ensure that the USB cable is connected to the scanner and directly to the computer (not through a USB hub).
- On a Windows PC, check the Device Manager to see if the scanner is recognized. If not, try a different USB port and that the scanner is powered on).
- If you have installed another scanner after this one, it is possible that the USB Registry entry has been altered and needs repair. Please download the "Restoration Tool for Windows Registry" and run it. It only takes a moment. Reboot the PC after running this tool with the scanner's USB cable unplugged from the PC. Once the PC powers up, plug the USB cable back into it.
The "Restoration Tool for Windows Registry" can be located on the "Drivers & Downloads" section of our website, under the "Utilities" tab.
- You may need to disable a scanner communication service. To complete this:
- Press Windows key + R to open [Run] dialog.
- Type "service.msc" in the dialog box and click "OK" to open [Services] dialog.
- Right-click "Windows Image Acquisition (WIA)" and select property.
- Choose "Disabled" in "Startup type" list and click OK.
- Reboot the computer.
- If possible, you can also try using the scanner on a different computer. This will eliminate any possible issues directly related to the initial PC.
