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MG3500 series

Online Manual

Troubleshooting
English

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Table of Contents

   Also See for Canon MG3500 Series

   Summary of Contents for Canon MG3500 Series

  • Page 1: Online Manual

    MG3500 series Online Manual Troubleshooting English...
  • Page 2: Table Of Contents

    Contents Troubleshooting........... 7 Problems with Network Communication.
  • Page 3 Printed Paper Curls or Has Ink Blots..........49 Paper Is Smudged/Printed Surface Is Scratched.
  • Page 4 About Errors/Messages Displayed......... . . 92 If an Error Occurs.
  • Page 5 1890..............140 2100.
  • Page 6 6933..............174 6936.
  • Page 7: Troubleshooting

    Troubleshooting The Machine Cannot Be Powered On Printing Does Not Start Paper Does Not Feed Properly/"No Paper" Error Occurs Print Results Not Satisfactory Ink Is Not Ejected Paper Jams If an Error Occurs Search Each Function Problems with Network Communication Problems with Printing Problems with Printing Quality Problems with Scanning...
  • Page 8: Problems With Network Communication

    Problems with Network Communication Problems with the Machine While Using with Network Cannot Detect a Machine on a Network Other Problems with Network...
  • Page 9: Problems With The Machine While Using With Network

    Problems with the Machine While Using with Network The Machine Stopped Working Suddenly Ink Remaining Level Is Not Displayed on Printer Status Monitor of the Machine Printing Speed Is Slow Cannot Use the Machine on Replacing an Access Point or Changing Its settings...
  • Page 10: The Machine Stopped Working Suddenly

    The Machine Stopped Working Suddenly Cannot Communicate with the Machine After the Network Settings Are Changed Cannot Communicate with the Machine over the Wireless LAN Cannot Print or Scan from a Computer Connected to the Network Cannot Communicate with the Machine After the Network Settings Are Changed Wait until the IP address is assigned to the computer.
  • Page 11 Make sure that the firewall of the security software is disabled. Check10 If the firewall function of your security software is turned on, a message may appear warning that Canon software is attempting to access the network. If the warning message appears, set the security software to always allow access.
  • Page 12: Ink Remaining Level Is Not Displayed On Printer Status Monitor Of The Machine

    Ink Remaining Level Is Not Displayed on Printer Status Monitor of the Machine Use the printer driver with bidirectional communication. Select Enable bidirectional support in the Ports sheet of the properties dialog box of the printer driver. How to Open the Printer Driver Setup Window...
  • Page 13: Printing Speed Is Slow

    Printing Speed Is Slow The machine may be printing out or scanning a large job issued from another Check1 computer. Make sure that the radio status is good and adjust the installation positions Check2 while monitoring the radio status with IJ Network Tool. Monitoring Wireless Network Status Make sure that there is no barrier or obstacle between the access point and the machine.
  • Page 14: Cannot Use The Machine On Replacing An Access Point Or Changing Its Settings

    Cannot Use the Machine on Replacing an Access Point or Changing Its settings When you replace an access point, perform network setup of the machine again. Perform network setup again with the Setup CD-ROM or perform it again according to the instructions on our website.
  • Page 15: Cannot Detect A Machine On A Network

    Cannot Detect a Machine on a Network Cannot Detect the Machine When Setting up Network Communication The Machine Cannot Be Detected in the Wireless LAN...
  • Page 16: Cannot Detect The Machine When Setting Up Network Communication

    Cannot Detect the Machine When Setting up Network Communication If the machine could not be detected on the network when setting up the network communication, confirm the network settings before redetecting the machine. Cannot Detect the Machine during Wireless LAN Setup: Check 1...
  • Page 17: Cannot Detect The Machine During Wireless Lan Setup: Check 1

    Cannot Detect the Machine during Wireless LAN Setup: Check 1 Are the computer and network device (router, access point, etc.) configured and can the computer connect to the network? Make sure that you can view any web pages on your computer. If you cannot view any web pages: Configure the computer and network device.
  • Page 18: Cannot Detect The Machine During Wireless Lan Setup: Check 2

    • When the message does not appear on your computer: Cancel to set up, then set the security software to allow Canon software* to access the network. * On the Setup CD-ROM, select win > Driver > DrvSetup, then set the security software to allow the file Setup.exe or Setup64.exe to access the network.
  • Page 19: Cannot Detect The Machine During Wireless Lan Setup: Check 3

    Cannot Detect the Machine during Wireless LAN Setup: Check 3 Check the settings of the access point. Check the settings of the access point for the network connection such as IP address filtering, MAC address filtering, or DHCP function. For details on how to check the settings of the access point, refer to the instruction manual supplied with the access point or contact its manufacturer.
  • Page 20: The Machine Cannot Be Detected In The Wireless Lan

    If not, perform setup with the Setup CD-ROM or perform it according to the instructions on our website. When using IJ Network Tool, click Update to search for the printer again. Check5 Canon IJ Network Tool Screen When searching for a printer over a network, make sure that the machine is Check6 associated with the port.
  • Page 21 Make sure that the firewall of the security software is disabled. Check13 If the firewall function of your security software is turned on, a message may appear warning that Canon software is attempting to access the network. If the warning message appears, set the security software to always allow access.
  • Page 22: Other Problems With Network

    Other Problems with Network Forgot an Access Point Name, SSID, or a Network Key The Message Is Displayed on the Computer Screen During Setup The Admin Password Set to the Machine Was Forgotten Checking Information about the Network Packets Are Sent Steadily How to Restore the Machine's Network Settings to Factory Default...
  • Page 23: Forgot An Access Point Name, Ssid, Or A Network Key

    Forgot an Access Point Name, SSID, or a Network Key Cannot Connect with an Access Point to Which a WEP/WPA/WPA2 Key Is Set (You Forgot the WEP/WPA/WPA2 Key) How to Set a WEP/WPA/WPA2 Key Cannot Connect with an Access Point to Which a WEP/WPA/WPA2 Key Is Set (You Forgot the WEP/WPA/WPA2 Key) For information on how to set up the access point, refer to the instruction manual provided with the access point or contact its manufacturer.
  • Page 24: The Message Is Displayed On The Computer Screen During Setup

    The Message Is Displayed on the Computer Screen During Setup The Enter Password Screen Is Displayed During Setup The Screen for Setting the Encryption Is Displayed After Selecting the Access Point in the Search Screen "You are connecting the machine to the non encrypted wireless network Is Displayed The Enter Password Screen Is Displayed During Setup The following screen is displayed if an administrator password is set to the machine which has already been set up.
  • Page 25: The Admin Password Set To The Machine Was Forgotten

    The Admin Password Set to the Machine Was Forgotten Initialize the LAN settings. How to Restore the Machine's Network Settings to Factory Default After initializing the LAN settings, perform setup with the Setup CD-ROM or perform it according to the instructions on our website.
  • Page 26: Checking Information About The Network

    To display the network setting information using IJ Network Tool, select Network Information on the View menu. Canon IJ Network Tool Screen Checking the IP Address or the MAC Address of the Computer To check the IP address or MAC address assigned to the computer, follow the procedure below.
  • Page 27 "XXX.XXX.XXX.XXX" is the IP address of the target device. If the communication is available, a message such as the following is displayed. Reply from XXX.XXX.XXX.XXX: bytes=32 time=10ms TTL=255 When Request timed out is displayed, the communication is not available. Checking the Network Setting Information To check the IP address or the MAC address of the machine, print out the network setting information using the operation panel of the machine.
  • Page 28: Packets Are Sent Steadily

    IJ Network Scanner Selector EX. To disable IJ Network Scanner Selector EX, right-click the icon on the notification area on the desktop, then select Disable Canon IJ Network Scanner Selector EX.
  • Page 29: How To Restore The Machine's Network Settings To Factory Default

    How to Restore the Machine's Network Settings to Factory Default Important • Note that initialization erases all network settings on the machine, and printing or scanning operation from a computer over network may become impossible. To use the machine over network, perform setup with the Setup CD-ROM or perform it according to the instructions on our website.
  • Page 30: Problems With Printing

    Problems with Printing Printing Does Not Start Paper Jams Paper Does Not Feed Properly/"No Paper" Error Occurs Cannot Print Properly with Automatic Duplex Printing Copying/Printing Stops Before It Is Completed...
  • Page 31: Printing Does Not Start

    Printing Does Not Start Make sure that the power plug is securely plugged in, then press the ON button Check1 to turn the machine on. While the ON lamp is flashing, the machine is initializing. Wait until the ON lamp stops flashing and remains lit. Note •...
  • Page 32 Properties. 4. Click the Ports tab to confirm the port settings. Make sure that a port named "USBnnn" (where "n" is a number) with "Canon XXX Printer" appearing in the Printer column is selected for Print to the following port(s).
  • Page 33: Paper Jams

    Paper Jams When paper is jammed, the Alarm lamp flashes orange and a troubleshooting message is displayed on the computer screen automatically. Take the appropriate action described in the message. For details on how to remove the jammed paper, refer to Support Code List (When Paper Is Jammed).
  • Page 34: Paper Does Not Feed Properly/"no Paper" Error Occurs

    Paper Does Not Feed Properly/"No Paper" Error Occurs Make sure that paper is loaded. Check1 Loading Paper Make sure of the following when you load paper. Check2 • When loading two or more sheets of paper, flip through the paper before loading. •...
  • Page 35 * After printing is finished, disable the setting for preventing double-feed of plain paper; otherwise, the setting is applied from the next time. • To set by using the operation panel Press and hold the Stop button until the Alarm lamp flashes 12 times, release the button, then press the Color button to enable the Prevent paper double-feed function.
  • Page 36: Cannot Print Properly With Automatic Duplex Printing

    Cannot Print Properly with Automatic Duplex Printing Is the setting for automatic duplex printing selected? Check1 Make sure that the Duplex Printing and Automatic check boxes are selected on the Page Setup sheet in the printer driver setup window. Duplex Printing Make sure that the actual size of the paper is suitable for automatic duplex Check2 printing.
  • Page 37: Copying/printing Stops Before It Is Completed

    Copying/Printing Stops Before It Is Completed Is the paper loaded? Check1 Make sure that paper is loaded. If the machine has run out of paper, load paper. Do the printing documents have lots of photographs or illustrations? Check2 As printing large data such as photos or graphics takes time for the machine and the computer to process, the machine may appear to have stopped operating.
  • Page 38: Problems With Printing Quality

    Problems with Printing Quality Print Results Not Satisfactory Ink Is Not Ejected...
  • Page 39: Print Results Not Satisfactory

    Print Results Not Satisfactory If the print result is not satisfactory due to white streaks, misaligned lines, or uneven colors, confirm the paper and print quality settings first. Do the page size and media type settings match the size and type of the loaded Check1 paper? When these settings are incorrect, you cannot obtain a proper print result.
  • Page 40: Cannot Print To End Of Job

    Cannot Print to End of Job Select the setting not to compress the printing data. Check1 If you select the setting not to compress the printing data with an application software you are using, the printing result may be improved. Click Print Options on the Page Setup sheet on the printer driver.
  • Page 41: Part Of The Page Is Not Printed

    Part of the Page Is Not Printed When performing automatic duplex printing, the reason below is possible. Check When performing automatic duplex printing, the printable area at the top of the page will be 0.08 inches / 2 mm narrower than the usual. For this reason, the bottom of the page may not be printed.
  • Page 42: No Printing Results/printing Is Blurred/colors Are Wrong/white Streaks

    No Printing Results/Printing Is Blurred/Colors Are Wrong/White Streaks No Printing Results Printing Is Blurred Colors Are Wrong White Streaks...
  • Page 43 Did you confirm the paper and print quality settings? Check1 Print Results Not Satisfactory Print the Nozzle Check Pattern and perform any necessary maintenance Check2 operations such as Print Head Cleaning. Print the Nozzle Check Pattern to determine whether the ink ejects properly from the print head nozzles. Refer to When Printing Becomes Faint or Colors Are Incorrect for the Nozzle Check Pattern printing, Print Head Cleaning, and Print Head Deep Cleaning.
  • Page 44 Clean the platen glass. Cleaning the Platen Glass and Document Cover Make sure that the original is properly loaded on the platen glass. Check7 Loading Originals Is the original loaded with the side to be copied facing down on the platen Check8 glass? Did you copy a printout done by this machine?
  • Page 45: Colors Are Unclear

    Colors Are Unclear Is the Nozzle Check Pattern printed properly? Check1 Print the Nozzle Check Pattern to determine whether the ink ejects properly from the print head nozzles. Refer to When Printing Becomes Faint or Colors Are Incorrect for the Nozzle Check Pattern printing, Print Head Cleaning, and Print Head Deep Cleaning.
  • Page 46: Lines Are Misaligned

    Lines Are Misaligned Did you confirm the paper and print quality settings? Check1 Print Results Not Satisfactory Perform Print Head Alignment. Check2 If printed lines are misaligned or print results are otherwise unsatisfactory, adjust the print head position. Aligning the Print Head Note •...
  • Page 47: Line Does Not Print Or Prints Partially

    Line Does Not Print or Prints Partially Is the Page Layout Printing performed or the Binding margin function used? Check1 When the Page Layout Printing or Binding margin function is being used, thin lines may not be printed. Try thickening the lines in the document. Is the size of the print data extremely large? Check2 Click Print Options on the Page Setup sheet on the printer driver.
  • Page 48: Image Does Not Print Or Prints Partially

    Image Does Not Print or Prints Partially Select the setting not to compress the printing data. Check1 If you select the setting not to compress the printing data with an application software you are using, the printing result may be improved. Click Print Options on the Page Setup sheet on the printer driver.
  • Page 49: Printed Paper Curls Or Has Ink Blots

    Is Photo Paper used for printing photographs? Check3 When printing data with high color saturation such as photographs or images in deep color, we recommend using Photo Paper Plus Glossy II or other Canon speciality paper. Media Types You Can Use...
  • Page 50: Paper Is Smudged/printed Surface Is Scratched

    Paper Is Smudged/Printed Surface Is Scratched Paper Is Smudged The Edges of Paper Are Smudged Printed Surface Is Smudged Printed Surface Is Scratched Did you confirm the paper and print quality settings? Check1 Print Results Not Satisfactory Is the appropriate type of paper used? Check the followings: Check2 •...
  • Page 51 1. Roll up the paper in the opposite direction to the paper curl as shown below. 2. Check that the paper is now flat. We recommend printing curl-corrected paper one sheet at a time. Note • Depending on the media type, the paper may be smudged or may not be fed properly even if it is not curled inward.
  • Page 52 If you are using plain paper to print images with high intensity, the paper may absorb too much ink and become wavy, causing paper abrasion. Reduce the intensity setting in the printer driver and try printing again. 1. Open the printer driver setup window. How to Open the Printer Driver Setup Window 2.
  • Page 53: Back Of The Paper Is Smudged

    Back of the Paper Is Smudged Did you confirm the paper and print quality settings? Check1 Print Results Not Satisfactory Perform the Bottom Plate Cleaning to clean the inside of the machine. Check2 Cleaning the Inside of the Machine (Bottom Plate Cleaning) Note •...
  • Page 54: Vertical Lines Are Printed On The Sides Of The Printout

    Vertical Lines Are Printed on the Sides of the Printout Is the size of the loaded paper correct? Check The vertical lines may be printed in the margin if the size of the loaded paper is larger than that you have specified.
  • Page 55: Colors Are Uneven Or Streaked

    Colors Are Uneven or Streaked Colors Are Uneven Colors Are Streaked Did you confirm the paper and print quality settings? Check1 Print Results Not Satisfactory Print the Nozzle Check Pattern and perform any necessary maintenance Check2 operations such as Print Head Cleaning. Print the Nozzle Check Pattern to determine whether the ink ejects properly from the print head nozzles.
  • Page 56 Aligning the Print Head Note • If the problem is not resolved after performing the Print Head Alignment, perform Print Head Alignment manually referring to Aligning the Print Head Position from Your Computer.
  • Page 57: Ink Is Not Ejected

    Ink Is Not Ejected When a FINE cartridge runs out of ink, replace it with a new one. Check1 Is the FINE cartridge installed properly? Check2 If the FINE cartridge is not installed securely, ink may not be ejected correctly. Open the paper output cover, then the head cover opens.
  • Page 58: Problems With Scanning

    Problems with Scanning Problems with Scanning Scan Results Not Satisfactory Software Problems...
  • Page 59: Problems With Scanning

    Problems with Scanning Scanner Does Not Work ScanGear (Scanner Driver) Does Not Start Error Message Appears and the ScanGear (Scanner Driver) Screen Does Not Appear Cannot Scan Multiple Items at One Time Cannot Scan Properly with Auto Scan Slow Scanning Speed "There is not enough memory."...
  • Page 60: Scanner Does Not Work

    Scanner Does Not Work Check 1: Make sure that your scanner or printer is turned on. Check 2: Connect the USB cable to a different USB port on the computer. Check 3: If the USB cable is connected to a USB hub, remove it from the USB hub and connect it to a USB port on the computer.
  • Page 61: Scangear (scanner Driver) Does Not Start

    ScanGear (Scanner Driver) Does Not Start Check 1: Make sure that MP Drivers is installed. If not installed, install MP Drivers from the Setup CD-ROM or the web page. Check 2: Select your scanner or printer on the application's menu. Important If your scanner or printer name is displayed multiple times, select the one that does not include WIA.
  • Page 62: Error Message Appears And The Scangear (scanner Driver) Screen Does Not Appear

    Error Message Appears and the ScanGear (Scanner Driver) Screen Does Not Appear Check 1: Make sure that your scanner or printer is turned on. Check 2: Turn off your scanner or printer, then reconnect the USB cable and replug the power cord. Check 3: Connect the USB cable to a different USB port on the computer.
  • Page 63: Cannot Scan Multiple Items At One Time

    Cannot Scan Multiple Items at One Time Check 1: Make sure that the items are placed correctly. Placing Items (When Scanning from a Computer) Check 2: Check if you can properly scan one item. Some applications do not support multiple image scanning. In that case, scan each item individually.
  • Page 64: Cannot Scan Properly With Auto Scan

    Cannot Scan Properly with Auto Scan Check 1: Make sure that the items are placed correctly. Placing Items (When Scanning from a Computer) Check 2: Multiple items scanning may not be supported. Some applications do not support multiple image scanning. In that case, scan each item individually.
  • Page 65: Slow Scanning Speed

    Slow Scanning Speed Check 1: To view the image on a monitor, set the output resolution to around 150 dpi. To print, set it to around 300 dpi. Resolution Check 2: Set Fading Correction, Grain Correction, etc. to None. Refer to "Image Settings" for your model from Home of the Online Manual for details. Check 3: In IJ Scan Utility, deselect the Correct slanted text document / Detect the orientation of text document and rotate image checkbox and scan again.
  • Page 66: There Is Not Enough Memory." Message Is Displayed

    "There is not enough memory." Message Is Displayed Check 1: Exit other applications and try again. Check 2: Reduce the resolution or output size and scan again. Resolution...
  • Page 67: Computer Stops Operating During Scanning

    Computer Stops Operating during Scanning Check 1: Restart the computer, reduce the output resolution in ScanGear (scanner driver) and scan again. Refer to "Output Settings" for your model from Home of the Online Manual for details. Check 2: Delete unnecessary files to obtain sufficient free hard disk space, then scan again.
  • Page 68: Scanner Does Not Work After Upgrading Windows

    • Step 2: Uninstall IJ Scan Utility. • Windows 8: Click the Settings charm > Control Panel > Programs > Uninstall a program. Double-click Canon IJ Scan Utility. When a confirmation appears, click Yes. When uninstallation is complete, click OK. IJ Scan Utility is deleted.
  • Page 69 • Windows XP: From the Start menu, select Control Panel > Add or Remove Programs. Select Canon IJ Scan Utility, then click Change/Remove. When a confirmation appears, click Yes. When uninstallation is complete, click OK. IJ Scan Utility is deleted.
  • Page 70: Scanned Image Does Not Open

    Scanned Image Does Not Open Check: If the data format is not supported by the application, scan the image again and select a popular data format such as JPEG when saving it. Refer to the application's manual for details. If you have any questions, contact the manufacturer of the application.
  • Page 71: Scan Results Not Satisfactory

    Scan Results Not Satisfactory Scan Quality (Image Displayed on the Monitor) Is Poor Scanned Image Is Surrounded by Extra White Areas Cannot Scan at the Correct Size Item Is Placed Correctly, but the Scanned Image Is Slanted Scanned Image Is Enlarged (Reduced) on the Computer Monitor...
  • Page 72: Scan Quality (image Displayed On The Monitor) Is Poor

    Scan Quality (Image Displayed on the Monitor) Is Poor Check 1: Increase the scanning resolution if the image is jagged. Resolution Check 2: Set the display size to 100 %. Some applications do not display images clearly if the display size is too small. Check 3: If moire (stripe pattern) appears, take the following measures and scan again.
  • Page 73 Correction, etc. in Image Settings on the Advanced Mode tab of ScanGear. Refer to "Image Settings" for your model from Home of the Online Manual for details. Check 7: If the color tone of images is different from the original document, take the following measures and scan again.
  • Page 74: Scanned Image Is Surrounded By Extra White Areas

    Scanned Image Is Surrounded by Extra White Areas Check: Specify the scan area. Click (Auto Crop) in whole image view of ScanGear (scanner driver) to automatically display the cropping frame (scan area) according to the item size. You can also manually specify the scan area in thumbnail view or when there are white margins along the item (for example, in photos), or when you want to create custom cropping frames.
  • Page 75: Cannot Scan At The Correct Size

    Cannot Scan at the Correct Size Check: Make sure that the items are placed correctly. Placing Items (When Scanning from a Computer)
  • Page 76: Item Is Placed Correctly, But The Scanned Image Is Slanted

    Item Is Placed Correctly, but the Scanned Image Is Slanted Check: When Document or Magazine is selected for the item type, deselect the Correct slanted text document checkbox and scan the item again. Settings (Document Scan) Dialog Box Settings (Custom Scan) Dialog Box...
  • Page 77: Scanned Image Is Enlarged (reduced) On The Computer Monitor

    Scanned Image Is Enlarged (Reduced) on the Computer Monitor Check 1: Change the display setting in the application. Refer to the application's manual for details. If you have any questions, contact the manufacturer of the application. Note You cannot reduce the image size in Paint. To reduce the display size, open the images in an application.
  • Page 78: Software Problems

    Software Problems The E-mail Client You Want to Use Does Not Appear in the Screen for Selecting an E- mail Client...
  • Page 79: The E-mail Client You Want To Use Does Not Appear In The Screen For Selecting An E-mail Client

    The E-mail Client You Want to Use Does Not Appear in the Screen for Selecting an E-mail Client Check: Check that the e-mail client's MAPI is enabled. Refer to the e-mail client's manual for how to set MAPI. If the problem is not solved even when MAPI is enabled, select None (Attach Manually) in the screen for selecting an e-mail client, then manually attach the image to the outgoing e- mail.
  • Page 80: Problems With The Machine

    Problems with the Machine The Machine Cannot Be Powered On The Machine Turns Off Unintendedly Cannot Connect to Computer with a USB Cable Properly Cannot Communicate with the Machine with USB Connection Printer Status Monitor Is Not Displayed...
  • Page 81: The Machine Cannot Be Powered On

    The Machine Cannot Be Powered On Press the ON button. Check1 Make sure that the power plug is securely plugged into the power cord Check2 connector of the machine, then turn it back on. Unplug the machine from the power supply, then plug the machine back in and Check3 turn the machine back on after leaving it for at least 2 minutes.
  • Page 82: The Machine Turns Off Unintendedly

    The Machine Turns Off Unintendedly Deactivate the setting to turn the unit off automatically. Check The machine turns off automatically according to the elapsed time you specified if you activate the setting to turn the unit off automatically. If you do not want the machine to turn off automatically, open the printer driver setup window and in Auto Power under the Maintenance sheet, select Disable for Auto Power Off.
  • Page 83: Cannot Connect To Computer With A Usb Cable Properly

    Cannot Connect to Computer with a USB Cable Properly Printing or Scanning Speed Is Slow/Hi-Speed USB Connection Does Not Work/"This device can perform faster" Message Is Displayed If your system environment is not fully compatible with Hi-Speed USB, the machine will operate at a lower speed provided under USB 1.1.
  • Page 84: Cannot Communicate With The Machine With Usb Connection

    Cannot Communicate with the Machine with USB Connection Make sure that the machine is turned on. Check1 Make sure that the USB cable is connected properly. Check2 See Connecting the Machine to the Computer Using a USB Cable to connect the USB cable properly. Do not start up IJ Network Tool while printing.
  • Page 85: Printer Status Monitor Is Not Displayed

    Printer Status Monitor Is Not Displayed Is the printer status monitor enabled? Check Make sure that Enable Status Monitor is selected on the Option menu of the printer status monitor. 1. Open the printer driver setup window. How to Open the Printer Driver Setup Window 2.
  • Page 86: Problems With Installation/downloading

    Problems with Installation/Downloading Cannot Install the MP Drivers Easy-WebPrint EX Does Not Start Up or Easy-WebPrint EX Menu Does Not Appear How to Update MP Drivers in Network Environment Uninstalling IJ Network Tool...
  • Page 87: Cannot Install The Mp Drivers

    Cannot Install the MP Drivers • If the installation does not start even after the Setup CD-ROM is inserted into your computer's disc drive: Start the installation following the procedure below. 1. Select items as shown below. ◦ In Windows 8, select the Explorer icon in Taskbar on Desktop, then select Computer from the list on the left.
  • Page 88 Note • The printer is not detected. Check the connection. may be displayed depending on the computer you use. Make sure that the USB cable is securely plugged in to the machine and the Check1 computer. Follow the procedure below to connect the machine and the computer Check2 again.
  • Page 89: Easy-webprint Ex Does Not Start Up Or Easy-webprint Ex Menu Does Not Appear

    Is Canon Easy-WebPrint EX displayed on the Toolbars menu in the Internet Check1 Explorer's View menu? If Canon Easy-WebPrint EX is not displayed, Easy-WebPrint EX is not installed on your computer. Install the latest Easy-WebPrint EX onto your computer from our website. Note •...
  • Page 90: How To Update Mp Drivers In Network Environment

    How to Update MP Drivers in Network Environment Download the latest MP Drivers in advance. To obtain the latest MP Drivers, access our web site through the Internet and download the latest MP Drivers for your model. After uninstalling the MP Drivers, install the latest MP Drivers according to the regular procedure. When the connection method selection screen is displayed, select Use the printer with wireless LAN connection.
  • Page 91: Uninstalling Ij Network Tool

    1. Select Control Panel from the Settings charm on Desktop > Programs > Programs and Features. 2. Select Canon IJ Network Tool from the program list, then click Uninstall. If the User Account Control screen appears, click Continue. • In Windows 7 or Windows Vista: 1.
  • Page 92: About Errors/messages Displayed

    About Errors/Messages Displayed If an Error Occurs A Message Is Displayed...
  • Page 93: If An Error Occurs

    If an Error Occurs When an error occurs in printing such as the machine is out of paper or paper is jammed, a troubleshooting message is displayed automatically. Take the appropriate action described in the message. When an error occurs, the Alarm lamp flashes orange and a Support Code (error number) is displayed on the computer screen.
  • Page 94 10 flashes Loaded paper is not compatible with automatic duplex printing. 1310 11 flashes Cannot perform automatic duplex printing with the current paper size 4103 setting. 12 flashes You cannot print the contents on CREATIVE PARK PREMIUM. 4100 13 flashes The ink may have run out.
  • Page 95 • When a Support Code and a message are displayed on the computer screen: Note • You can confirm the actions against errors with Support Codes on your computer by searching a Support Code. Click Here to Search For details on how to resolve errors without Support Codes, see A Message Is Displayed.
  • Page 96: A Message Is Displayed

    A Message Is Displayed This section describes some of the errors or messages. Note • A Support Code (error number) is displayed on the computer for some error or message. For details on errors with Support Codes, refer to Support Code List.
  • Page 97 Properties. 4. Click the Ports tab to confirm the port settings. Make sure that a port named "USBnnn" (where "n" is a number) with "Canon XXX Printer" appearing in the Printer column is selected for Print to the following port(s).
  • Page 98: Other Error Messages

    Follow the procedure below to check the status of the device. 1. Open the Device Manager on your computer as shown below. If the User Account Control screen is displayed, follow the on-screen instructions. • In Windows 8, select Control Panel from the Settings charm on Desktop > Hardware and Sound >...
  • Page 99 • If you agree to participate in the survey program: Click Agree, then follow the on-screen instructions. The printer usage information will be sent via the Internet. If you have followed the on-screen instructions, the information will be sent automatically from the second time onward and the confirmation screen will not be displayed again.
  • Page 100 This dialog box appears when administrative rights are required to perform a task. If you are logged on to an administrator account, follow the on-screen instructions. 2. Select Canon Inkjet Printer/Scanner/Fax Extended Survey Program. 3. Select Change. If you select Yes after you have followed the on-screen instructions, the confirmation screen will be displayed at the time of the next survey.
  • Page 101: If You Cannot Resolve The Problem

    If you cannot resolve the problem with any of the workarounds in this chapter, please contact the seller of the machine or the service center. Canon support staff are trained to be able to provide technical support to satisfy customers. Caution •...
  • Page 102: Support Code List

    Support Code List (MG3510, MG3520, MG3540, MG3550, MG3560, MG3570, MG3580) The support code appears on the computer screen when an error occurs. "Support Code" means the error number and appears with an error message. When an error occurs, check the support code displayed on the computer screen and take the appropriate action.
  • Page 103 • A000 to ZZZZ B200 About the support code for paper jam, you can also refer to Support Code List (When Paper Is Jammed).
  • Page 104: Support Code List (when Paper Is Jammed)

    Support Code List (When Paper Is Jammed) If the paper is jammed, remove it following the procedure appropriate for each case. • If you can see the jammed paper at the paper output slot: 1300 • If you can see the jammed paper at the front tray/If you cannot see the jammed paper either at the paper output slot or at the front tray: 1303 •...
  • Page 105 1300 Cause Paper is jammed in the paper output slot. Action If you can see the jammed paper at the paper output slot, remove the paper following the procedure below. Note • If you need to turn off the machine to remove jammed paper during printing, press the Stop button to cancel print jobs before turning off the machine.
  • Page 106 Note • When reloading the paper, confirm that you are using the paper suited for printing and are loading it correctly. • We recommend you use paper other than A5 sized one to print documents with photos or graphics; otherwise, the printout may curl and cause paper exit jams. If you cannot remove the paper or the paper tears inside the machine, or if the paper jam error continues after removing the paper, contact the service center.
  • Page 107 1303 Cause Paper is jammed inside the machine at the transport unit. Action If you can see the jammed paper at the front tray, or you cannot see the paper either at the paper output slot or at the front tray, remove the paper from the transport unit. Remove the paper following the procedure below.
  • Page 108 5. Pull out the jammed paper slowly. When you pull the jammed paper, support the machine with your hand so that it does not fall down. Note • If the paper is rolled up and it is difficult to remove, grasp the edges of the paper, then remove the jammed paper.
  • Page 109 7. Plug the machine back in and turn the machine back on. 8. Reload the paper. All print jobs in the queue are canceled. Reprint if necessary. If you cannot remove the paper or the paper tears inside the machine, or if the paper jam error continues after removing the paper, contact the service center.
  • Page 110 1304 Cause Paper is jammed when performing automatic duplex printing. Action If the paper is jammed when performing automatic duplex printing, remove the paper following the procedure below. Note • If you need to turn off the machine to remove jammed paper during printing, press the Stop button to cancel print jobs before turning off the machine.
  • Page 111 6. Push the open lever to open the transport unit. When you open the transport unit, support the machine with your hand so that it does not fall down. 7. Pull out the jammed paper slowly. When you pull the jammed paper, support the machine with your hand so that it does not fall down. Note •...
  • Page 112 Note • After you close the transport unit, take back the machine in original position at once. 9. Plug the machine back in and turn the machine back on. 10. Reload the paper. All print jobs in the queue are canceled. Reprint if necessary. If you cannot remove the paper or the paper tears inside the machine, or if the paper jam error continues after removing the paper, contact the service center.
  • Page 113: Paper Is Jammed Inside The Machine

    Paper Is Jammed inside the Machine If the jammed paper tears and you cannot remove the paper either from the paper output slot or from the transport unit, or if the jammed paper remains inside the machine, remove the paper following the procedure below.
  • Page 114 4. Hold the jammed paper with your hands. If the paper is rolled up, pull it out. 5. Pull the paper slowly not to tear it, then pull the paper out. 6. Make sure that all the jammed paper is removed.
  • Page 115 If the paper is torn, a piece of paper may remain inside the machine. Check the following and remove the piece of paper if it remains. • Does the piece of paper remain under the FINE cartridge holder? • Does the little piece of paper remain inside the machine? •...
  • Page 116: In Other Cases

    In Other Cases Make sure of the following: Are there any foreign objects around the paper output slot? Check1 Is the paper curled? Check2 Load the paper after correcting its curl.
  • Page 117 1003 Cause The machine is out of paper, or paper does not feed. Action Reload the paper and press the machine's Black or Color button. When you load the paper, insert the paper stack until the leading edge touches the far end of the front tray.
  • Page 118 1200 Cause The paper output cover is open. Action Close the paper output cover and wait for a while. Do not close it while you are replacing a FINE cartridge.
  • Page 119 1202 Cause The paper output cover is open. Action Close the paper output cover.
  • Page 120 1250 Cause The paper output tray is closed. Action Open the paper output tray to resume printing.
  • Page 121 1310 Cause The size of paper may not be compatible with automatic duplex printing. Action The sizes of media suitable for auto duplex printing are A4 and Letter. Make sure that the size of the paper loaded in the machine is correct. Pressing the Black or Color button will eject the paper and restart printing from the front side of the next paper.
  • Page 122 1401 Cause The FINE cartridge is not installed. Action Install the FINE cartridge. If the error is not resolved, the FINE cartridge may be damaged. Contact the service center.
  • Page 123 1403 Cause Appropriate FINE cartridge is not installed. Action Install the appropriate FINE cartridge. If the error is not resolved, the FINE cartridge may be damaged. Contact the service center.
  • Page 124 1485 Cause Appropriate ink cartridge is not installed. Action Printing cannot be executed because the ink cartridge is not compatible with this machine. Install the appropriate ink cartridge. If you want to cancel printing, press the machine's Stop button.
  • Page 125 1486 Cause The FINE cartridge is not installed in the correct position. Action Make sure that each FINE cartridge is installed in the correct position.
  • Page 126 1487 Cause The FINE cartridge is not installed in the correct position. Action Make sure that each FINE cartridge is installed in the correct position.
  • Page 127 1682 Cause The FINE cartridge cannot be recognized. Action Replace the FINE cartridge. If the error is not resolved, the FINE cartridge may be damaged. Contact the service center.
  • Page 128 1684 Cause The ink cartridge cannot be recognized. Action Printing cannot be executed because the ink cartridge may not be installed properly or may not be compatible with this machine. Install the appropriate ink cartridge. If you want to cancel printing, press the machine's Stop button.
  • Page 129 If you want to continue printing without this function, press the machine's Stop button for at least 5 seconds. Canon recommends to use new genuine Canon cartridges in order to obtain optimum qualities. Please be advised that Canon shall not be liable for any malfunction or trouble caused by continuation of printing under the ink out condition.
  • Page 130 1687 Cause The FINE cartridge is not installed properly. Action Open the paper output cover. When the head cover opens, push up the ink cartridge lock lever to confirm that the FINE cartridges are installed properly. After that, close the paper output cover. If the error is not resolved, remove the FINE cartridges, then install them again.
  • Page 131 1688 Cause The ink has run out. Action Replace the ink cartridge and close the paper output cover. If printing is in progress and you want to continue printing, press the machine's Stop button for at least 5 seconds with the ink cartridge installed. Then printing can continue under the ink out condition. The function for detecting the remaining ink level will be disabled.
  • Page 132 1702 Cause The ink absorber is almost full. Action Press the machine's Black or Color button to continue printing. Contact the service center.
  • Page 133 1703 Cause The ink absorber is almost full. Action Press the machine's Black or Color button to continue printing. Contact the service center.
  • Page 134 1704 Cause The ink absorber is almost full. Action Press the machine's Black or Color button to continue printing. Contact the service center.
  • Page 135 1705 Cause The ink absorber is almost full. Action Press the machine's Black or Color button to continue printing. Contact the service center.
  • Page 136 1712 Cause The ink absorber is almost full. Action Press the machine's Black or Color button to continue printing. Contact the service center.
  • Page 137 1713 Cause The ink absorber is almost full. Action Press the machine's Black or Color button to continue printing. Contact the service center.
  • Page 138 1714 Cause The ink absorber is almost full. Action Press the machine's Black or Color button to continue printing. Contact the service center.
  • Page 139 1715 Cause The ink absorber is almost full. Action Press the machine's Black or Color button to continue printing. Contact the service center.
  • Page 140 1890 Cause The protective material for the FINE cartridge holder or the tape may remain attached to the holder. Action Open the paper output cover, then confirm that the protective material or the tape does not remain attached to the FINE cartridge holder. If you find the protective material or the tape remains attached, remove it, then close the paper output cover.
  • Page 141 2100 Cause The paper size in the print settings and the size of the loaded paper do not match. Action Check the print settings and the loaded paper, load paper of the correct size, then press the machine's Black or Color button. If you want to cancel printing, press the machine's Stop button.
  • Page 142 2101 Cause The paper size in the print settings and the size of the loaded paper do not match. Action Check the print settings and the loaded paper, load paper of the correct size, then press the machine's Black or Color button. If you want to cancel printing, press the machine's Stop button.
  • Page 143 2102 Cause The machine has detected that the paper has been fed aligned to one side. Action Load the paper into the center of the front tray, then slide the paper guides to align with the both edges of the paper stack. Press the machine's Black or Color button to dismiss the error.
  • Page 144 2103 Cause The machine cannot detect the paper size. Action Press the machine's Stop button to dismiss the error, then try to print again. If this error still occurs even after printing again, set the machine not to detect the paper width by using the operation panel, the printer driver, or Remote UI.
  • Page 145 2900 Cause Scanning the print head alignment sheet has failed. Action Press the machine's Black or Color button to dismiss the error. Check the following points, perform Automatic Print Head Alignment again. • Make sure that the print head alignment sheet is set in the correct position and orientation on the platen glass.
  • Page 146 2901 Cause Printing of the print head alignment pattern is complete and the machine is in waiting for scanning the sheet. Action Proceed to scan the printed alignment pattern. 1. Load the print head alignment sheet on the platen glass. Load the print head alignment sheet with the printed side facing down and align the mark on the upper left corner of the sheet with the alignment mark...
  • Page 147 4100 Cause The specified data cannot be printed. Action When you print the contents on CREATIVE PARK PREMIUM, confirm the message on the computer screen, make sure that genuine Canon FINE cartridges are all installed properly, then start printing again.
  • Page 148 4103 Cause Cannot perform automatic duplex printing with the current paper size setting. Action Press the machine's Stop button, to cancel printing. Then, change the paper size setting and print again.
  • Page 149 5011 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 150 5012 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 151 5100 Cause Printer error has occurred. Action Cancel printing, turn off the machine. Then clear the jammed paper or protective material that is preventing the FINE cartridge holder from moving, and turn on the machine again. If the problem is not resolved, contact the service center. Important •...
  • Page 152 5200 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 153 5400 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 154 5B02 Cause Printer error has occurred. Action Contact the service center.
  • Page 155 5B03 Cause Printer error has occurred. Action Contact the service center.
  • Page 156 5B04 Cause Printer error has occurred. Action Contact the service center.
  • Page 157 5B05 Cause Printer error has occurred. Action Contact the service center.
  • Page 158 5B12 Cause Printer error has occurred. Action Contact the service center.
  • Page 159 5B13 Cause Printer error has occurred. Action Contact the service center.
  • Page 160 5B14 Cause Printer error has occurred. Action Contact the service center.
  • Page 161 5B15 Cause Printer error has occurred. Action Contact the service center.
  • Page 162 6000 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 163 6500 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 164 6800 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 165 6801 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 166 6900 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 167 6901 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 168 6902 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 169 6910 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 170 6911 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 171 6930 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 172 6931 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 173 6932 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 174 6933 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 175 6936 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 176 6937 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 177 6938 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 178 6940 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 179 6941 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 180 6942 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 181 6943 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 182 6944 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 183 6945 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 184 6946 Cause Printer error has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Plug the machine back in and turn the machine back on. If the problem is not resolved, contact the service center.
  • Page 185 B200 Cause An error requiring you to contact the service center has occurred. Action Turn off the machine, and unplug the power cord of the machine from the power supply. Contact the service center.

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