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For Authorized Servicers

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Table of Contents

   Summary of Contents for Canon imageclass LBP6780DN

  • Page 1 For Authorized Servicers...
  • Page 2: Revision History

    Distributed in the United States by Canon U.S.A., Inc. IMPORTANT THIS SERVICE GUIDE INCLUDES THE INFORMATION RELATING TO THE imageCLASS LBP6780dn. SPECIFICATIONS AND OTHER INFORMATION CONTAINED HEREIN MAY VARY SLIGHTLY FROM ACTUAL DEVICE VALUES OR THOSE FOUND IN ADVERTISING AND OTHER PRINTED MATTER.
  • Page 3: Copyrights And Trademarks

    Pursuant to the authorized Service Agreement with Canon U.S.A., Inc., this Service Guide is solely for reference purposes and may be used only by an authorized Service Provider of Canon U.S.A., Inc. No part of this Service Guide may be reproduced or transmitted in any form by any means, electronic or mechanical, for any purpose without the prior written consent of Canon U.S.A., Inc., except as expressly permitted herein.
  • Page 4: Table Of Contents

    VIII. Authorized Servicer Support Offerings ------------------------------------------------------------ 21 A. Authorized Servicer Support ---------------------------------------------------------------------------------- 21 B. Internet Support --------------------------------------------------------------------------------------------------- 21 1. Canon USA’s e-Support Center Web Site -------------------------------------------------------------- 21 2. Canon USA’s ISG Central Web Site --------------------------------------------------------------------- 23 C. Call Escalation Procedure ------------------------------------------------------------------------------------- 25...
  • Page 5 F. Parts Return Process -------------------------------------------------------------------------------------------- 34 Appendix----------------------------------------------------------------------------------------------------- 35 A. Specifications ------------------------------------------------------------------------------------------------------ 35 B. Warranty ------------------------------------------------------------------------------------------------------------- 38 1. imageCLASS LBP6780dn Exchange/Carry-In Limited Warranty---------------------------------- 38 2. Canon Toner Cartridge Limited Warranty --------------------------------------------------------------- 39 C. List of Tables------------------------------------------------------------------------------------------------------- 40 D. List of Figures ----------------------------------------------------------------------------------------------------- 40...
  • Page 6: Product Overview

    Requires the Windows 7, Vista, XP/2000, or Mac OS X operating system. Requires the Canon Mobile Printing app, which is available for free from Apple’s App Store. Compatible with the iPhone 5, 4S, 4, the new iPad, iPad 2, and the original iPad running OS 5.1 to 6.0.
  • Page 7: Product Configuration And Box Contents

    3 Item numbers and part numbers are subject to change without notice. 4 Available for purchase through Canon U.S.A., Inc.’s consumer Web site: www.estore.usa.canon.com. 5 Available for purchase through an Authorized Canon Reseller or Distributor. For more information, see “eCarePAK Extended Service Plan,”...
  • Page 8: Box Contents

    • Up to two can be added to the imageCLASS LBP6780 III. Service Authorization To obtain and maintain authorization to service the imageCLASS LBP6780dn, each dealer location must have at least two (2) employees certified to service the machine. Educational Training A.
  • Page 9: Certification

    • Prior experience with Canon imageCLASS LBP devices • Experience with taking eLearning courses • Familiarity with common hand tools to dissemble and service Canon devices E. Course Format The imageRUNNER LBP3580 and imageCLASS LBP6780dn Overview (Course Code: 18ICIRLBP67800O) CBT course is a self-paced course.
  • Page 10: Course Equipment

    Servicing Notes A. Power and Plug Requirements The imageCLASS LBP6780dn device requires a NEMA 5-15 receptacle for proper operation. Before installation, confirm that a proper NEMA receptacle is available for this device. It is not necessary to have a dedicated line.
  • Page 11: Installation Space Requirements

    Keep the back and sides of the machine at least 4” (100 mm) away from a wall for the proper servicing of the equipment. Table 3 - Installation Space Requirements Width and Depth Requirements Height Requirements (With the Optional Paper Feeder Units PF-45 Installed) imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013 Page 6...
  • Page 12: Estimated Installation Time

    The estimated installation times are based on one (1) experienced technician or end-user. Table 4 - Estimated Installation Times Description Estimated Time imageCLASS LBP6780dn 5 minutes Paper Feeder Unit PF-45 1 minute imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013 Page 7...
  • Page 13: Service Support Tools

    Lint-Free Cloth CK-0336 500 SH/PKG Oiler CK-0349 30 cc Plastic Bottle CK-0351 30 cc Digital Multimeter FY9-2002 — 3 Item numbers and part numbers are subject to change without notice. imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013 Page 8...
  • Page 14: Cleaning

    The special tools in the table below should also be carried to ensure the imageCLASS LBP6780dn is serviced properly. For more information on the special tools, solvents, and oils below, see the imageCLASS LBP6780dn Service Manual. Table 6 - Special Tools, Solvents, and Oils...
  • Page 15: Consumables

    The imageCLASS LBP6780dn does not have any consumable parts. H. Periodic Replacement Parts The imageCLASS LBP6780dn does not have parts that require periodic replacement. 6 Value is based on LTR paper with the factory default print density setting.
  • Page 16: Firmware Upgrade

    USA) public site (http://www.usa.canon.com/cusa/support/consumer/). When servicing the machine, make sure to go to Canon USA’s public Web site, and download the most recent firmware. Note: • A computer and the most recent UST (User Support Tool) file are required to install upgraded firmware.
  • Page 17: End-user Customer Service Offerings

    (1) year following the delivery of the machine to the original purchaser. Carry-In Service and Exchange Service are included. The Canon Toner Cartridge Limited Warranty is effective for a period of fifteen (15) days from the date of the original purchase.
  • Page 18: Technical Support For The End-user

    C. Technical Support for the End-User The first technical support call from the end-user is handled by CITS (Canon Information Technology Services). The CITS help desk, at 1-800-OK-CANON (1-800-652-2666), is available Monday through Friday, 8 A.M. to 8 P.M. EST (Eastern Standard Time), except for holidays.
  • Page 19: Exchange Service

    • Product serial number • A ship to location for the replacement product Canon USA will ship a replacement product to the end-user by the next business day (two (2) business days Exchange Service for Alaska and Hawaii), provided the request is made prior to 4 P.M. EST, Monday through Friday, except for holidays.
  • Page 20: Internet Support

    3. Internet Support End-user support is also available via the Canon USA consumer Web site: http://consumer.usa.canon.com. The end-user can access print drivers, software downloads, FAQs (Frequently Asked Questions), register their product, review promotions, and research products. Information for technical support by telephone, e-mail, and third-party service provider locations is also available on the consumer Web site.
  • Page 21: Post-warranty Support

    Both of the Canon CarePAK Extended Service Plans enable the customer to extend the service coverage on their Canon product beyond the one (1) year limited warranty. They provide the customer toll-free telephone support, and if needed, Exchange Service for their Canon product for the duration of the extended coverage.
  • Page 22 Plan online by following the steps below: 1. Go to www.estore.usa.canon.com. 2. Point to the “Accessories” link. 3. Click “Extended Service Plan.” 4. Under <Select the right plan for your Canon Product>, select “Scanners, Copiers & Fax.” 5. Select “Laser Copiers.” 6. Select your imageCLASS model.
  • Page 23: Time And Material Service

    • The device’s model number, serial number, and purchase date 2. Registering an eCarePAK Extended Service Plan Canon USA registers each eCarePAK, and provides the customer with the terms and conditions that pertain to their purchased eCarePAK Extended Service Plan via U.S. Mail.
  • Page 24: Authorized Servicer Program

    Authorized Servicer Program The Authorized Servicer program enables Canon’s distribution product resellers to become Authorized Servicers (authorized to service the Canon products they resell). Refer to the imageCLASS Authorized Servicer Program Guide, found in the Download Center section of the...
  • Page 25: Ascr Registration Process

    While not included in the Labor Compensation for Carry-In Service, the Authorized Servicer has the option to provide on-site service to the end-user. However, labor compensation is not increased. imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013 Page 20...
  • Page 26: Authorized Servicer Support Offerings

    1. Canon USA’s e-Support Center Web Site e-Support Center Web site, available from Canon USA’s Engineering Services and Solutions Division, provides high-quality support via the Internet. This is only available for Canon USA’s Authorized Servicing Dealers or Authorized Servicer’s. Canon USA’s e-Support Center...
  • Page 27 Center site http://www.support.cusa.canon.com. Click the “REGISTER” button, and follow the instructions. This service is available at no additional charge to all authorized dealers. Figure 2 - e-Support Center Login imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013 Page 22...
  • Page 28: Canon Usa's Isg Central Web Site

    2. Canon USA’s ISG Central Web Site Complete Service Guide versions are available on Canon USA’s ISG Central Web site (http://isgcentral.cusa.canon.com). Access is limited to an Authorized Dealer’s management staff. Contact your Dealer Administrator to request access to the Systems and Technical Support section of ISG Central.
  • Page 29 Technical Support” to access the Service Guides area of the Web site, as shown below. Figure 4 - ISG Central: Systems and Technical Support Web Page Figure 5 - ISG Central: Systems and Technical Support Service Guides Area imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013 Page 24...
  • Page 30: Call Escalation Procedure

    C. Call Escalation Procedure Canon USA provides a time-sensitive call escalation process for all imageCLASS LBP6780dn Authorized Servicers. The CITS help desk is the single point of entry for this process. Once a call is placed to the CITS help desk and information is logged into the call management system, a case number is assigned to the call.
  • Page 31: Warranty Procedures

    Warranty Control Section for warranty compensation. The e-Tag warranty claim form can be accessed in the Warranty section of the e-Support Center Web site at http://www.support.cusa.canon.com. Figure 7 - e-Support: e-Tag imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013 Page 26...
  • Page 32 After a claim form is authorized, parts and labor reimbursements are deposited into your direct deposit account within 30 days, if you have elected to receive direct deposit. imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013 Page 27...
  • Page 33: Online Limited Warranty Credit Inquiry

    B. Online Limited Warranty Credit Inquiry The Online Warranty Credit Inquiry enables your dealership to check, download, and print the details of your e-Tag credits on the CNA (Canon Network Access) Web site. To view your e-Tag warranty claim credits online, log on to the ISG Central Web site at http://www.isgcentral.cusa.canon.com, and select “Canon...
  • Page 34: Warranty Reimbursement Program

    Authorized Servicer (your company) once the service call has been closed with CITS. Defective parts reimbursement is issued upon receipt of an e-Tag claim with the defective part. imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013 Page 29...
  • Page 35: Warranty Marketing Program

    100% of all end-user responsibility. To submit a warranty claim for a defective part, please follow the e-Tag Warranty Claim form process. See “e-Tag,” on p. 26. imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013 Page 30...
  • Page 36: Parts Support

    If you have direct access to CNA, log on to the CNA Web site via http://www.cna.cusa.canon.com. However, you can also access CNA through Canon USA’s ISG Central Web site, and access the CNA section via the [Canon Network Access (CNA)] tab.
  • Page 37: Parts Order Desk

    2. Parts Order Desk Authorized Servicers without access to the CNA Web site must contact the Canon Parts Order Desk at 1-866-481-2569. The Authorized Servicer is responsible for all shipping costs related to their order. imageCLASS LBP6780dn Service Guide for Authorized Servicers...
  • Page 38: Parts Order Entry

    1. Regular Orders All parts for regular orders are shipped via ground once the parts orders are printed by Canon USA, unless an alternate shipping method is requested by the Authorized Servicer for rush orders. Parts and shipping are charged to the Authorized Servicer.
  • Page 39: Order/invoice Inquiry

    Note: New Accounts are not available on the CNA Web site. Authorized Servicers without access to the CNA Web site should contact the Canon Parts Order Desk at 1-866-481-2569 for order and invoice inquiries.
  • Page 40: Appendix

    Warm-Up Time From Sleep Mode: Up to 10 seconds or less Printer Languages Canon UFR II, PCL5e/6, Adobe PostScript 3, PDF, XPS Print Resolution Up to 600 x 600 dpi (Up to 1,200 x 1,200 dpi quality) Maximum Print Size Up to 8 1/2”...
  • Page 41 Table 11 – imageCLASS LBP6780dn Specifications Continued Maximum Approximately 1,500 W During Approximately 700 W Operation Power Consumption Standby Approximately 14 W Deep Sleep Approximately 0.9 W Mode Approximately 7.3 B or less (Sound Power) During Operation Approximately 54.5 dB or less (Sound Pressure)
  • Page 42 XenDesktop 5.53 (32- and 64-bit), XenDesktop 5.63 (32- and 64-bit) • Linux • • VMware (vSphere 4, vSphere 5) 1 Requires the Windows 7, Vista, XP/2000, or Mac OS X operating system. imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013 Page 37...
  • Page 43: Warranty

    B. Warranty 1. imageCLASS LBP6780dn Exchange/Carry-In Limited Warranty imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013 Page 38...
  • Page 44: Canon Toner Cartridge Limited Warranty

    2. Canon Toner Cartridge Limited Warranty imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013 Page 39...
  • Page 45: List Of Tables

    Table 12 - Paper Handling Specifications .................. 36 Table 13 - Connectivity and Software Specifications ..............37 D. List of Figures Figure 1 - Canon USA’s Consumer Web Site ................15 Figure 2 - e-Support Center Login ..................... 22 Figure 3 - ISG Central Login ...................... 23 Figure 4 - ISG Central: Systems and Technical Support Web Page .........

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