Common Problems and Solutions

This section describes how to solve frequently asked problems.

If you have a problem that is not solved by the following, contact your local authorized Canon dealer.

Documents are not scanned according to the settings configured in the scanner driver.

When you scan using Select document panel registered with CaptureOnTouch, the CaptureOnTouch settings have priority over the scanner driver settings. Edit settings in the Select document panel, or create a new Select document panel using the desired scanning conditions.

Multiple pages of scanned images cannot be saved to a single file.

Depending on the file format, multiple scanned image pages cannot be saved as a single file with CaptureOnTouch.

File type	Processing for multiple pages
BMP, JPEG	Scanned images are always saved one page per file.
PPTX	Multi-page images are always saved to a single file.
TIFF, PDF	You can save multiple pages as a single file by clicking the (Edit) button and then selecting [Save all pages as one file] in the resulting window.

Scanned images cannot be saved.

CaptureOnTouch can store up to 2 GB of image file data. If an error message is displayed while you are scanning multiple pages, change your save settings.

Memory becomes insufficient and scanning stops.

If you configure scanning conditions that use a large amount of the computer’s memory, scanning may stop because of insufficient memory. Although this depends on the computer’s memory size, the possibility of insufficient memory increases if any of the following scanning conditions overlap.

[Color mode] is set to [Color]
A large page size is specified as the [Page Size]. Alternatively, the page size is set to [Scanner’s Maximum].
A high resolution (600 dpi etc.) is specified for [Resolution].

If an error message appears due to insufficient memory while scanning is in progress, exit the application, change the scanning conditions (e.g. reduce the resolution or page size) and then try scanning again. In addition, the amount of memory used can be contained by turning off [Moire Reduction] and [Prevent Bleed Through / Remove Background] if they are set to on.

Scanning takes too long.

Close other running programs, if any.
Scanning can be slowed down by memory shortage caused by memory-resident applications such as anti-virus programs. Close such memory-resident programs if necessary to free up memory space.
When insufficient hard disk space is available, the scanner may be unable to create the necessary temporary files for scanned data. Delete unneeded data on the hard disk to free up more space.
Scanning is slow, if the computer’s USB port is not compliant with high-speed standards such as Hi-Speed USB2.0 and USB3.1 Gen1.
If using a common USB cable that is not Hi-Speed USB2.0/USB3.1 Gen1 compliant, replace the cable with the supplied USB cable (USB3.1 Gen1 compliant cable). For the USB interface compliant with the scanner, refer to the manuals for your scanner.
When the scanner is connected to the computer via a USB hub that is not Hi-Speed USB2.0/USB3.1 Gen1 compliant, remove the hub and connect the scanner directly to the computer. For the USB interface compliant with the scanner, refer to the manuals for your scanner.

Saved scanned images cannot be opened in an application.

Scanned images saved as multi-page TIFF files can be opened only by programs that support this file format.
Images saved as compressed TIFF files (single- as well as multipage) can only be opened by programs that support the compressed format. This happens when using applications that do not support CaptureOnTouch’s TIFF file compression. In this case, disable [Compress image] in the [TIFF setting] dialog and then execute the scanning. ->TIFF file setting

There is a display glitch on the UI screen of CaptureOnTouch.

Depending on the computer that you are using, a display glitch may occur on the UI screen when there are too many Scan mode panels, Select output panels, or One Touch buttons. Delete any panel that you will not use.