Can anyone help me get my Canon scanner working?

Hi all!

I've had great help on this forum in the past but this might be a bit trickier:

I am trying to get my Canon DR-2580C scanner recognised on my Windows 7 (64-bit) laptop but with no success. It worked fine on my old Windows XP computer. This is what I have done:
(1) Installed what’s on the original set-up CD-ROM:
- ISIS & TWAIN driver for DR-2580C v1.2
- CapturePerfect: v3.0.30
- JobRegister: v2.1
- JobCore: v2.1

(2) Visited Canon Europe’s software site DR-2580C, selected ‘Windows 7’ as my operating system and downloaded the ‘Available software for DR-2580C’ namely:
- The latest ISIS & TWAIN driver for DR-2580C: v1.8 – states that Windows 7 (64-bit) is supported
- CapturePerfect Updater: v.3.1.23 – only states Windows 7 is supported without any mention of 32- or 64-bit

It works one minute but then is not recognised by my laptop the next.

If I go to the Windows Compatibility Center, it states that Windows 7 64-bit is supported by the DR-2580C scanner, but the link to the downloads is to the USA Canon site. Those Windows 7 (64-bit) downloads are the same as on the Canon Europe site, namely:
- the same ISIS & TWAIN driver for DR-2580C: v1.8
- the same CapturePerfect Updater: v.3.1.23 – but it says, unlike on the Canon Europe site, that this is supported by Windows 7 (64-bit) (Emulation Mode) whatever ‘Emulation Mode’ means:huh:

There’s also a ‘RepairReg.exe’ utility on this site unlike the Canon Europe site.

I need this scanner every day for my legal proofreading work (I'm having to run it off my old XP computer at the moment). It's a brilliant scanner but if I can't find a solution, I'm going to have to get a new legal scanner and that's a lot of money Any help would be appreciated.

Thanks
Bertie

bertietheblue said:

It works one minute but then is not recognised by my laptop the next.

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This looks to be the salient point. If it worked once then you must have the correct software installed. So next is to check the connections. First the USB cable/lead. Take all other USB connections out and try the scanner in another USB port on the Laptop. If not can you beg, borrow or steal a spare USB cable to try. Check to make sure ll the mains connectors are secure especially if you have a transformer. Carefully check the mains lead to this.

Thanks for getting back to me so quickly, mitchell65.

The USB cable does not work in any port once the scanner decides not to work. The message I get is 'USB Device is not Recognized'. If I stick the same USB cable into my XP laptop, the scanner works fine, so doesn't that mean that the USB cable isn't the problem?

Do you have any other peripherals connected to the laptop like a printer for instance?
If they work OK the next thing is to check the Device manager USB ports for any yellow triangles!

No, nothing else is connected to the laptop directly. I print to an HP LaserJet printer wirelessly via a Netgear router.

In Device Manager there is a yellow triangle against USB icon 'Unknown Device' - my scanner. If I click on it the message reads 'Windows has stopped this device because it has reported problems. (Code 43)'.

Go to this link and click the Run Now button. See if that helps!

mitchell65 said:

Go to this link and click the Run Now button. See if that helps!

Click to expand...

Sorry, there's no link.

Sorry forgot in the rush;
Here it is:
Hardware devices are not working or are not detected in Windows

OK, I ran it and 'Problem detected with Unknown Device' came up (clicking on the 'View details ...' button led to the same error message I got when I clicked on the triangle in Device Manager. I clicked on 'Next' and a 'Troubleshooting is complete' window came up - its status remains 'not fixed'

OK Then the only next step I can come up with is to delete the drivers you installed, download them again and re install. The drivers may just have got corrupted in the download procedure, it can happen.

EDIT: Just read the whole thread again and can't see whether you have ever used the USB ports on this laptop before. Can you try something like a webcam , keyboard, or mouse to test the USB ports!

The USB ports work fine - I've just checked with a mouse. I've tried to reinstall the latest drivers several times before today and the same problem arose. When I first got my Windows 7 (64-bit) laptop at the beginning of the year I'm sure the scanner worked OK so something must have happened along the way. The only thing I can think of is to do a full reinstall of the OS and then work from there unless someone has a better idea. Thanks for your help though Mitchell!

Might be an idea to look at the updates. If you can try to work out roughly when the problem first started. I must admit that from your posts I had assumed that the Scanner had never worked properly on this laptop yet now you say it worked in the past. Hence the need for as much details of a problem as possible should be given. Might have got to updates that much quicker! Any way befor doing a new insall. go to Control panel > Programs > Progs and features > View Installed updates and look for the updates that have been installed since things went wrong. Just try uninstalling them a few at a time and testing as you go! There will likely be a lot of updates. Let us know if that has any effect!

Yeah, sorry, Mitchell. I'll be more specific: I'm pretty sure the scanner was working OK on my 7 laptop when I bought the laptop in January. At that time, I didn't do much scanning, and I was using both my XP laptop and my 7 laptop. You'd think I'd remember exactly whether the scanner was working OK on my laptop back then but embarrassingly I don't. I should have kept a log I suppose.

I'm not sure when I started scanning on my 7 laptop when it works and scanning on my XP laptop when it doesn't, but the issue's only become a real problem in the last 2-3 months; whether that's because I'm scanning more and so noticing a problem that's always been there or because the problem only arose 2-3 months ago I can't say for sure. I phoned GeekSquad several times and each time they got it to work the once, but then next day it's been back to not working.

It's only now that I've started a website and am looking for new clients that I need to bite the bullet and decide whether to stick with my current scanner - which has been brilliant in the 5 years since I bought it, other than this connectivity issue - or buy a new one. My current scanner cost around £550, hence my reluctance to spend further.

I'll go through the updates on Monday - the nature of my work is I get 20 hours or so work at the weekend and little in the week so have no time Sat-Sun - and try removing them one by one as you suggest.

Thanks for continuing to try and help!
Bertie

See your point about buying a new one and then if the current problem is not the scanner or software itself you could end up in the same mire! Have you tried canon support. You can contact them here:
E-mail support

Might be worth a shot. Frankly I don't want to encourage you to do a re install of Windows as I am not overly confident that this will help. If you do eventually go for a re install I would thoroughly recommend gregrockers route of doing a "Clean Install".
EDIT:
Just read your last post again. Understand what you mean about working more at weekends, don't feel obliged to reply to any of my posts until next week if that suits you better. I might add a few random thoughts if anything of merit comes to me but look at them when you can, no rush

Hi Mitchell, I've now had the time to take a look at installed updates. Discounting those for Windows Professional 2010, which I've only just installed, they came under the categories:
Adobe Reader X (10.1.4) (= 1 update)
Compatibility Pack for the 2007 Office System (= 14)
Microsoft .NET Framework 4 Client Profile (= 8)
Microsoft visual Basic C++ 2010 x86 Redistributable (= 1)
Microsoft Silverlight (= 1)
Microsoft Windows (= 121)
I thought I'd remove those for 2007 Office first as I don't use it. After uninstalling, I connected the scanner and got the message 'Installing device driver software' and then 'Canon DR-2580C driver software installed successfully'. So, I could scan again. Then I:
Switched scanner off and on again - still worked
exited program with scanner still on and reopened program - still worked
switched computer off and on again – still worked
disconnected the scanner with the software program still running, forcing me to close the program through Task Manager – when I reconnected and opened the program again, message was ‘USB Device Not Recognized – One of the USB devices attached to this computer has malfunctioned, and Windows does not recognize it’. So, not working again.
I reconnected the scanner to another USB port and this message did not come up. I reopened the program, tried to scan but ‘No Devices Found’ in Configure Device Settings box that comes up when I scan.
The above is a familiar pattern. Any further ideas?

Thanks for all the help
Bertie

Morning Bertie
Your post is most informative. Quote:"disconnected the scanner with the software program still running, forcing me to close the program through Task Manager"
I was aware that data could be corrupted if a the storage media (say USB stick) is removed without closing it properly and now we know that USB periphary software can also be damaged by doing what you did above. It has always been the case that the software for a component should always be shut down properly before disconnecing from the power source. Windows itself is a prime example. Hence the icon in the task Bar "Safely remove Hardware and eject media".
But at least we know it is possible to get your scanner up and running. We just need to get back to when it worked properly and then make sure it is properly closed down after each scanning session.So my first suggestion is assuming that some file or files in the scanner software got damaged to try a re install of the software.

EDIT: Anther thought. It might be worth checking the Windows updates again to see if that Office 2007 has got installed in the meantime! If you don't use Office 2007 and have the disc and licence key to re install if you need it in the future it might be an idea to un install it.

Another random thought. What anti virus software have you got and is it up to date? If so do a full scan and just to be sure download and scan with Malwarebytes. Just to make sure!
Here's the link for malwarebytes. Download the free version.
Malwarebytes

Hi Mitchell

I removed the software (Capture Perfect 3.0) and reinstalled it from the disc and then downloaded the updated software (v.3.1) from the Canon Europe website - it's working again.

I will carefully make sure I exit before disconnecting in the future, but I'm pretty certain this has happened before - I've carefully exited but still, sometime in the next day or so, I get a 'USB Device Not Recognized' pop-up message when I connect the scanner and switch it on. I'll write again if/when I get a message.

I was reading around on the Windows forums and 'USB Device Not Recognized' seems to be a common problem with Windows 7 so I'm wondering if the issue with the OS and not the scanner. If so, the difficulty it seems is there could be several causes so it's finding the solution that fits - eg someone mentioned deleting Upper and Lower Filters in REGEDIT, another checking that USB files are all there - I note I have a USB.inf file but no USB2.inf, which someone listed as needed (I actually tried to copy USB2.inf from infdump.com but couldn't as I don't have administrator rights, even though I'm the only user and am 'Administrator' when I log on).

As regards Microsoft Office 2007, I've never used it - I've gone from Office 2003 to Office 2010. I deleted the 2007 update files, as I mentioned in the previous post, but when I get a Windows Update they download automatically, so they're back again.

Thanks for the help again
Bertie

At least it is working again

I was reading around on the Windows forums and 'USB Device Not Recognized' seems to be a common problem with Windows 7 so I'm wondering if the issue with the OS and not the scanner. If so, the difficulty it seems is there could be several causes so it's finding the solution that fits - eg someone mentioned deleting Upper and Lower Filters in REGEDIT, another checking that USB files are all there - I note I have a USB.inf file but no USB2.inf, which someone listed as needed (I actually tried to copy USB2.inf from infdump.com but couldn't as I don't have administrator rights, even though I'm the only user and am 'Administrator' when I log on).

Click to expand...

A note of caution. If you go into the registry it is essential to create a backup first even if you are only just looking. My knowledge on the subject is not that high but I know enough not to do anything unless I am absolutely certain I know what I am doing and this would preferably be with the guidance of someone like Brink on this Forum. Also avoid third party so called Registry Cleaners that promise the world and deliver nothing but problems (IMHO).
Although you correctly say that you are the only user on your system and you have Admin rights there is a Built in Administrator Account that can be enabled here:
http://www.sevenforums.com/tutorials/507-built-administrator-account-enable-disable.html
Please read the cautionary sections!!!
That would probably give you permission but great care needs to be taken when using this account.

As regards Microsoft Office 2007, I've never used it - I've gone from Office 2003 to Office 2010. I deleted the 2007 update files, as I mentioned in the previous post, but when I get a Windows Update they download automatically, so they're back again.

Click to expand...

Did you un install the whole of MS Office 2007 as I suggested? If you did are you saying that you still get updates for that software although it is no longer on your system? Curious!!!

Finally I would still run those scans i suggested!

Thanks, Mitchell. Sorry, I missed the Malwarebytes message - I've now run that and nothing was detected. I guess it's a case of fingers crossed!

Kudos for continuing to help!
Bertie