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

Updated January 24, 2025

Thank you for using Canon products.

An issue has been detected that impacts the Image FORMULA 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 can now provide users with a permanent fix designed to resolve this Windows 11 incompatibility issue.

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

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

For users of the Image FORMULA 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, please access the following link to access the instructions to implement the permanent fix for this issue:

https://support.usa.canon.com/kb/s/article/Unable-to-scan-using-CaptureOnTouch-on-Windows-11-24H2-imageFORMULA-DR-R-series-scanners

GET SUPPORT
Need help with your product? Let us help you find what you need.
Product Support
NEED IT FIRST
Sign up for up-to-the-minute Canon News, Sales and Deals.
LEARN WITH CANON
Discover great new ways to enjoy your products with exclusive articles, training and events.
Learn more