MG5500 series Online Manual Troubleshooting English
Contents Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Problems with Network Communication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Problems with the Machine While Using with Network. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 The Machine Stopped Working Suddenly. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Vertical Lines Are Printed on the Sides of the Printout. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Colors Are Uneven or Streaked. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Ink Is Not Ejected. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Problems with Scanning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Support Code List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 Support Code List (When Paper Is Jammed). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 1300. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 1303. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2102. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134 2103. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 2700. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 2900. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
940. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 6941. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 6942. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 6943. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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 Problems with the Machine Problems with Installation/Downloading About Errors/Messages Displayed If You Cannot Resolve the Problem 7
Problems with Network Communication Problems with the Machine While Using with Network Cannot Detect a Machine on a Network Other Problems with Network 8
Problems with the Machine While Using with Network The Machine Stopped Working Suddenly Printing Speed Is Slow Cannot Use the Machine on Replacing an Access Point or Changing Its settings 9
The Machine Stopped Working Suddenly 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 over the Wireless LAN Check1 Make sure that the machine is turned on. Make sure that the network settings in the machine are identical with those of the access point.
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. If using any programs that switch the network environment, check their settings. Some programs will enable a firewall by default. When using a router, connect the printer and computer to the LAN side (same network segment).
Printing Speed Is Slow Check1 The machine may be printing out or scanning a large job issued from another computer. Make sure that the radio status is good and adjust the installation positions while monitoring the radio status with IJ Network Tool. Check2 Monitoring Wireless Network Status Make sure that there is no barrier or obstacle between the access point and the machine. Wireless communication between different rooms or floors is generally poor.
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 according to the instructions on our website. If the problem is not resolved, see below.
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 14
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 Note • You can set up the network communication via USB. To set up via USB, select the Set up the network connection via USB check box on the Check Printer Settings screen and click Next.
Cannot Detect the Machine during Wireless LAN Setup: Check 1 Are the machine and network device (router, access point, etc.) turned on? Make sure that the machine is turned on. Confirming that the Power Is On Make sure that the network device (router, access point, etc.) is turned on. If the machine or the network device is turned off: Turn on the machine or the network device. After turning on the machine or the network device, it may take some time until ready for use.
Cannot Detect the Machine during Wireless LAN Setup: Check 2 Is the wireless LAN setting of the machine enabled? Make sure that the Wi-Fi lamp of the machine is lit blue. If the Wi-Fi lamp is off: The wireless LAN setting of the machine is not activated. Activate the wireless LAN setting of the machine. After activating the wireless LAN setting, click Back to Top on the Check Printer Settings screen to try to set up the network communication from the beginning. If the Wi-Fi lamp is lit: Go to check 3.
Cannot Detect the Machine during Wireless LAN Setup: Check 3 Is the machine connected to the access point? By using the operation panel of the machine, make sure that the machine is connected to the access point. Select Setup on the HOME screen, then select Device settings > LAN settings > Confirm LAN settings > WLAN setting list. Make sure that Connection on the LCD is set to Active. If Connection is set to Inactive: The machine may be placed far away from the access point.
Cannot Detect the Machine during Wireless LAN Setup: Check 4 Are the SSID of the access point connected to your computer and that of the machine the same? You can confirm the SSID specified for the machine on the LCD. Select Setup on the HOME screen, then select Device settings > LAN settings > Confirm LAN settings > WLAN setting list. From your computer, you can confirm the SSID of the access point connected to your computer. Confirm the SSID from the AirMac icon of the menu bar.
Cannot Detect the Machine during Wireless LAN Setup: Check 5 Does the firewall function of your security software or operation system for computer interfere with setting up the network communication? The firewall function of your security software or operation system for computer may limit communications between the machine and your computer. Confirm the setting of firewall function of your security software or operation system or the message appearing on your computer.
Cannot Detect the Machine during Wireless LAN Setup: Check 6 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. After checking the settings of the access point, click Redetect on the Check Printer Settings screen.
The Machine Cannot Be Detected in the Wireless LAN Check1 Make sure that the machine is turned on. Is WLAN active/inactive in LAN settings under Device settings set to Disable LAN? Check2 When the machine is connected to the computer temporarily using a USB cable, make sure that the USB cable is connected properly. Check3 When you set up the wireless LAN connection using a USB cable or change the wireless LAN settings using IJ Network Tool, connect the machine and the computer securely.
When using a router, connect the printer and computer to the LAN side (same network segment). Check12 When the printer is connected to an AirPort Base Station via a LAN, use alphanumeric characters for the name of the network (SSID). Check13 If the problem is not resolved, perform setup according to the instructions on our website.
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 How to Restore the Machine's Network Settings to Factory Default 24
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.
Select either TKIP (Basic Encryption) or AES (Secure Encryption) for the dynamic encryption method. For details, see Changing the WPA or WPA2 Detailed Settings. Note • This machine supports WPA-PSK (WPA-Personal) and WPA2-PSK (WPA2-Personal).
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 Access Points 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.
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 according to the instructions on our website.
Checking Information about the Network Checking the IP Address or the MAC Address of the Machine Checking the IP Address or the MAC Address of the Computer Checking If the Computer and the Machine, or Computer and the Access Point Can Communicate Checking the Network Setting Information Checking the IP Address or the MAC Address of the Machine To check the IP address or the MAC address of the machine, display the network setting information using the operation panel of the machine or print out the network
1. Open the Utilities folder in the Applications folder. 2. Start Network Utility. 3. Click the Ping button. 4. Make sure that Send only XX pings (XX are numbers) is selected. 5. Enter the IP address of the target printer or the target access point in Enter the network address to ping.. When using the OS other than Mac OS X v.10.6.8, enter the IP address of the target printer or the target access point in Please enter the network address to ping. 6. Click Ping. "XXX.XXX.XXX.
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 according to the instructions on our website. Initialize the network setting using the operation panel of the machine.
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 32
Printing Does Not Start Make sure that the power plug is securely plugged in, then press the ON button to turn the machine on. Check1 While the POWER lamp is flashing, the machine is initializing. Wait until the POWER lamp stops flashing and remains lit. Note • When printing large data such as a photo or graphics, it may take longer to start printing. While the POWER lamp is flashing, the computer is processing data and sending it to the machine. Wait until printing starts.
Paper Jams When paper is jammed, a troubleshooting message is displayed automatically. Take the appropriate action described in the message. • When a Support Code and a message are displayed on the computer screen: * The screen differs depending on the OS you are using. • When a Support Code and a message are displayed on the LCD: For details on how to remove the jammed paper, refer to Support Code List (When Paper Is Jammed).
Paper Does Not Feed Properly/"No Paper" Error Occurs Check1 Make sure that paper is loaded. Loading Paper Check2 Make sure of the following when you load paper. • When loading two or more sheets of paper, flip through the paper before loading. • When loading two or more sheets of paper, align the edges of the sheets before loading. • When loading two or more sheets of paper, make sure that the paper stack does not exceed the paper load limit.
If multiple sheets of plain paper is fed from the machine, select the setting for preventing double-feed of plain paper using the operation panel or your computer. * 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 the HOME button, select Setup, Device settings, and Print settings in this order, and then set Prevent paper double-feed to ON.
Cannot Print Properly with Automatic Duplex Printing Check1 Is the setting for automatic duplex printing selected? Make sure that the Two-Sided check box is selected on the Print dialog. Duplex Printing Check2 Make sure that the actual size of the paper is suitable for automatic duplex printing. The sizes of media suitable for automatic duplex printing are A4 and Letter. Load paper of suitable size, then press the OK button on the machine. Check3 Make sure that the paper size setting is correct.
Copying/Printing Stops Before It Is Completed Check1 Is the paper loaded? Make sure that paper is loaded. If the machine has run out of paper, load paper. Check2 Do the printing documents have lots of photographs or illustrations? 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.
Problems with Printing Quality Print Results Not Satisfactory Ink Is Not Ejected 39
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. Check1 Do the page size and media type settings match the size and type of the loaded paper? When these settings are incorrect, you cannot obtain a proper print result. If you are printing a photograph or an illustration, incorrect paper type settings may reduce the quality of the printout color.
Cannot Print to End of Job Check Is the space of your computer's hard disk sufficient? Delete unnecessary files to free disk space.
No Printing Results/Printing Is Blurred/Colors Are Wrong/White Streaks No Printing Results Printing Is Blurred Colors Are Wrong White Streaks 42
Check1 Did you confirm the paper and print quality settings? Print Results Not Satisfactory Check2 Check the status of ink tanks. Replace the ink tank if the ink has run out. Replacing an Ink Tank Check3 Is the orange tape or protective film remaining? Make sure that all of the protective film is peeled off and the Y-shape air hole is exposed, as illustrated in (A). If the orange tape is left as in (B), pull the orange tape and remove it.
Check6 Is the platen glass dirty? Clean the platen glass. Cleaning the Platen Glass and Document Cover Check7 Make sure that the original is properly loaded on the platen glass. Loading Originals Check8 Is the original loaded with the side to be copied facing down on the platen glass? Check9 Did you copy a printout done by this machine? If you use a printout done by this machine as the original, print quality may be reduced depending on the condition of the original.
Lines Are Misaligned Check1 Did you confirm the paper and print quality settings? Print Results Not Satisfactory Check2 Perform Print Head Alignment. If printed lines are misaligned or print results are otherwise unsatisfactory, adjust the print head position. 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.
Printed Paper Curls or Has Ink Blots Printed Paper Has Ink Blots Printed Paper Curls Check1 Did you confirm the paper and print quality settings? Print Results Not Satisfactory Check2 If the intensity is set high, reduce the intensity setting and try printing again. 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. • When printing from your computer You can confirm the intensity using the printer driver.
Paper Is Smudged/Printed Surface Is Scratched Paper Is Smudged The Edges of Paper Are Smudged Printed Surface Is Smudged Printed Surface Is Scratched Check1 Did you confirm the paper and print quality settings? Print Results Not Satisfactory Check2 Is the appropriate type of paper used? Check the followings: • Check to see if the paper you are printing on is suitable for your printing purpose.
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. In such cases, follow the procedure described below to curl the paper outward within 0.1 inch / 3 mm (B) in height before printing. This may improve the print result.
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. • When printing from your computer Reduce the intensity setting in the printer driver and try printing again. 1. Open the Print dialog. How to Open the Printer Driver Setup Window 2. Select Color Options in the pop-up menu. 3. Drag the Intensity slide bar to set the intensity.
4. Drag the Ink Drying Wait Time: slide bar to set the wait time, and then click Apply. 5. Confirm the message and click OK.
Back of the Paper Is Smudged Check1 Did you confirm the paper and print quality settings? Print Results Not Satisfactory Check2 Perform the Bottom Plate Cleaning to clean the inside of the machine. Cleaning the Inside of the Machine (Bottom Plate Cleaning) Note • When performing borderless printing, duplex printing, or too much printing, the inside may become stained with ink.
Vertical Lines Are Printed on the Sides of the Printout Check Is the size of the loaded paper correct? The vertical lines may be printed in the margin if the size of the loaded paper is larger than that you have specified. Set the paper size correctly according to the paper you loaded. Print Results Not Satisfactory Note • The direction of the vertical line pattern may vary depending on the image data or the print setting. • This machine performs automatic cleaning when necessary to keep printouts clean.
Colors Are Uneven or Streaked Colors Are Uneven Colors Are Streaked Check1 Did you confirm the paper and print quality settings? Print Results Not Satisfactory Check2 Print the Nozzle Check Pattern and perform any necessary maintenance operations such as Print Head Cleaning. Print the Nozzle Check Pattern to determine whether the ink ejects properly from the print head nozzles.
If Print Head Deep Cleaning does not resolve the problem, the print head may be damaged. Contact the service center. Check3 Perform Print Head Alignment. 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.
Ink Is Not Ejected Check1 Has the ink run out? Check the Support Code on the LCD and take the appropriate action to resolve the error. Support Code List Check2 Is the orange tape or protective film remaining? Make sure that all of the protective film is peeled off and the Y-shape air hole is exposed, as illustrated in (A). If the orange tape is left as in (B), pull the orange tape and remove it.
Problems with Scanning Problems with Scanning Scan Results Not Satisfactory 56
Problems with Scanning Scanner Does Not Work Scanner Driver Does Not Start Error Message Appears and the 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.
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. Check 4: Restart the computer.
Scanner Driver Does Not Start Check 1: Make sure that the scanner driver is installed. If not installed, install the scanner driver from the web page. Check 2: Select your scanner or printer on the application's menu. Note The operation may differ depending on the application. Check 3: Make sure that the application supports the ICA (Image Capture Architecture) driver. You cannot start the scanner driver from applications not supporting the ICA driver.
Error Message Appears and the 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. Check 4: 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. Check 5: Make sure that the scanner driver is installed.
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.
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.
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 Corrections and Color Adjustments" 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.
"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.
Computer Stops Operating during Scanning Check 1: Restart the computer, reduce the output resolution and scan again. Resolution Check 2: Delete unnecessary files to obtain sufficient free hard disk space, then scan again. Error message may appear if there is not enough hard disk space to scan and save, when the image size is too large (such as when scanning a large item at high resolution).
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.
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 Position or Size of the Image Cannot be Detected Correctly When Scanning from the Operation Panel Item Is Placed Correctly, but the Scanned Image Is Slanted Scanned Image Is Enlarged (Reduced) on the Computer Monitor 67
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.
Refer to "Image Corrections and Color Adjustments" for details.
Scanned Image Is Surrounded by Extra White Areas Check: Specify the scan area. 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.
Cannot Scan at the Correct Size Check: Make sure that the items are placed correctly.
Position or Size of the Image Cannot be Detected Correctly When Scanning from the Operation Panel Check 1: Make sure that the items are placed correctly. Placing Items (When Scanning from a Computer) Check 2: Check that the settings match the item to be scanned. If you cannot scan properly by automatically detecting the item type, specify the item type and size.
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.
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. Check 2: Click Driver in the IJ Scan Utility main screen, then change the resolution setting and scan again. The higher the resolution, the larger the resulting image will be.
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 LCD Cannot Be Seen At All An Unintended Language Is Displayed on the LCD Print Head Holder Does Not Move to the Position for Replacing 75
The Machine Cannot Be Powered On Check1 Press the ON button. Make sure that the power plug is securely plugged into the power cord connector of the machine, then turn it back on. Check2 Unplug the machine from the power supply, then plug the machine back in and turn the machine back on after leaving it for at least 3 minutes. Check3 If the problem is not resolved, contact the service center.
The Machine Turns Off Unintendedly Check Deactivate the setting to turn the unit off automatically. 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 Canon IJ Printer Utility, select Power Settings in the pop-up menu, then select Disable for Auto Power Off on Auto Power.
Cannot Connect to Computer with a USB Cable Properly Printing or Scanning Speed Is Slow/Hi-Speed USB Connection Does Not Work 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. In this case, the machine operates properly but printing or scanning speed may slow down due to communication speed. Check the following to make sure that your system environment supports HiSpeed USB connection.
Cannot Communicate with the Machine with USB Connection Check1 Make sure that the machine is turned on. Check2 Make sure that the USB cable is connected properly. See Connecting the Machine to the Computer Using a USB Cable to connect the USB cable properly. Check3 Do not start up IJ Network Tool while printing. Check4 Do not print while IJ Network Tool is running.
LCD Cannot Be Seen At All • If the POWER lamp is off: The machine is not powered on. Connect the power cord and press the ON button. • If the POWER lamp is lit: The LCD may be in the screen-saver mode. Press one of the buttons on the operation panel.
An Unintended Language Is Displayed on the LCD Select the language you want to be displayed according to the following procedure. 1. Press the HOME button and wait for about 5 seconds. 2. Select Setup on the HOME screen. LCD and Operation Panel 3. Select Device settings, then press the OK button. 4. Press the button 3 times, then press the OK button. 5. Use the button to select the language for the LCD, then press the OK button.
Print Head Holder Does Not Move to the Position for Replacing Check1 Is the POWER lamp off? Check if the POWER lamp is lit. The print head holder will not move unless the power is on. If the POWER lamp is off, close the operation panel and turn the machine on. While the POWER lamp is flashing, the machine is initializing. Wait until the POWER lamp stops flashing and remains lit, and then open the operation panel again.
Problems with Installation/Downloading Cannot Install the MP Drivers Uninstalling IJ Network Tool 83
Cannot Install the MP Drivers Reinstall the MP Drivers. When you reinstall the MP Drivers, install the MP Drivers from our website.
Uninstalling IJ Network Tool Follow the procedure below to uninstall IJ Network Tool from your computer. Important • Even if IJ Network Tool is uninstalled, you can print and scan from the computer over network. However, you cannot change the network settings over network. 1. Select Applications from the Go menu of Finder, double-click Canon Utilities > IJ Network Tool, drag the Canon IJ Network Tool icon into the Trash. 2. Restart the computer. Empty the Trash and restart your computer.
About Errors/Messages Displayed If an Error Occurs A Message Is Displayed 86
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, a Support Code (error number) is displayed on the computer screen or the LCD. • When a Support Code and a message are displayed on the computer screen: * The screen differs depending on the OS you are using.
A Message Is Displayed This section describes some of the errors or messages. Note • A Support Code (error number) is displayed on the computer or on the LCD for some error or message. For details on errors with Support Codes, refer to Support Code List. If a message is displayed on the LCD, see below. • A Message Is Displayed on the LCD If a message is displayed on the computer, see below.
• 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.
4. Restart the computer. Empty the Trash and restart your computer. • Changing the setting: To display the confirmation screen every time the printer usage information is sent or to resume surveying, follow the procedure below. 1. Select Applications from the Go menu of Finder, and double-click the Canon Utilities folder, then the Inkjet Extended Survey Program folder. 2. Double-click the Canon Inkjet Printer/Scanner/Fax Extended Survey Program icon.
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 • If the machine emits any unusual sound, smoke, or odor, turn it off immediately. Unplug the power cord from the outlet and contact the seller or the service center. Never attempt to repair or disassemble the machine yourself.
Support Code List (MG5510, MG5520, MG5540, MG5550, MG5560, MG5570, MG5580) The support code appears on the LCD and 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 LCD or the computer screen and take the appropriate action.
B200 C000 About the support code for paper jam, you can also refer to 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.
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. 1. Pull the paper out slowly. Hold the paper with your hands, then pull the paper out slowly not to tear it.
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.
1303 Cause Paper is jammed inside the machine at the transport unit. Action If you cannot see the paper at the paper output slot, remove the paper from the transport unit. 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. 1. Turn the machine off, then unplug the power cord. 2. Stand the machine with the right side facing 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. • If you cannot remove the jammed paper from the transport unit, close the transport unit, take back the machine in original position, then remove the paper from inside the machine. Paper Is Jammed inside the Machine 5. Close the transport unit. Note • After you close the transport unit, take back the machine in original position at once. 6.
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. 1. Pull the paper out slowly from the paper output slot. Hold the paper with your hands, then pull the paper out slowly not to tear it. 2.
6. 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. • If you cannot remove the jammed paper from the transport unit, close the transport unit, take back the machine in original position, then remove the paper from inside the machine. Paper Is Jammed inside the Machine 7. Close the transport unit.
8. Plug the machine back in and turn the machine back on. 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.
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. 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. 1. Turn off the machine, and unplug the power cord of the machine from the power supply. 2.
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. Keep an angle of the paper about 45 degrees and pull it slowly. 6. Make sure that all the jammed paper is removed. 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 in the right side or the left side space (C) inside the machine? 7. Close the operation panel slowly. All print jobs in the queue are canceled. Reprint if necessary. Note • When reloading the paper, confirm that you are using the paper suited for printing and are loading it correctly.
In Other Cases Make sure of the following: Check1 Are there any foreign objects around the paper output slot? Check2 Is the paper curled? Load the paper after correcting its curl.
1003 Cause The machine is out of paper, or paper does not feed. Action Close the paper output tray, pull the feeder out, then load the paper. When you load the paper, insert the paper stack until the leading edge touches the far end of the feeder. After loading the paper, push the feeder so that the mark on the front tray aligns with the the machine. Open the paper output tray, then press the machine's OK button.
1200 Cause The operation panel is open. Action Close the operation panel and wait for a while. Do not close it while you are replacing an ink tank.
1250 Cause The paper output tray is closed. Action Open the paper output tray to resume printing.
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 OK button will eject the paper and restart printing from the front side of the next paper. The reverse side of the ejected sheet will not be printed.
1401 Cause The print head may be damaged. Action Contact the service center.
1403 Cause The print head may be damaged. Action Contact the service center.
1405 Cause The print head may be damaged. Action Contact the service center.
1410 Cause The ink tank cannot be recognized. Action Open the operation panel and replace the ink tank which lamp is off.
1411 Cause The ink tank cannot be recognized. Action Open the operation panel and replace the ink tank which lamp is off.
1412 Cause The ink tank cannot be recognized. Action Open the operation panel and replace the ink tank which lamp is off.
1413 Cause The ink tank cannot be recognized. Action Open the operation panel and replace the ink tank which lamp is off.
1414 Cause The ink tank cannot be recognized. Action Open the operation panel and replace the ink tank which lamp is off.
1600 Cause If the lamp on the ink tank is flashing, ink may have run out. Action Replacing the ink tank is recommended. If printing is in progress and you want to continue printing, press the machine's OK button with the ink tank installed. Then printing can continue. Replacing the ink tank is recommended after the printing. The machine may be damaged if printing is continued under the ink out condition. Note • If multiple ink lamps are flashing red, check the status of each ink tank.
1660 Cause The ink tank is not installed. Action Install the ink tank.
1680 Cause Some ink tanks are not installed in the correct position. (The lamp on the ink tank flashes.) Action Confirm that the ink tanks are installed in the appropriate positions.
1681 Cause More than one ink tanks of the same color are installed. (The lamp on the ink tank flashes.) Action Confirm that the ink tanks are installed in the appropriate positions.
1684 Cause The ink tank cannot be recognized. Action Printing cannot be executed because the ink tank may not be installed properly or may not be compatible with this machine. Install the appropriate ink tank. If you want to cancel printing, press the machine's Stop button.
1688 Cause The ink has run out. (The lamp on the ink tank flashes.) Action Replace the ink tank and close the operation panel. Printing under the current condition may damage the machine. If you want to continue printing in this condition, you need to release the function for detecting the remaining ink level. Press and hold the machine's Stop button for at least 5 seconds, and then release it. With this operation, releasing the function for detecting the remaining ink level is memorized.
1689 Cause Printer detected ink out condition (The lamp on the ink tank flashes). Action Replace the ink tank and close the operation panel. An ink tank that was once empty is installed. Printing under the ink out condition may damage the machine. If you want to continue printing, you need to release the function for detecting the remaining ink level. To release this function, press and hold the machine's Stop button for at least 5 seconds, and then release it.
1700 Cause The ink absorber is almost full. Action Press the machine's OK button to continue printing. Contact the service center.
1701 Cause The ink absorber is almost full. Action Press the machine's OK button to continue printing. Contact the service center.
1712 Cause The ink absorber is almost full. Action Press the machine's OK button to continue printing. Contact the service center.
1713 Cause The ink absorber is almost full. Action Press the machine's OK button to continue printing. Contact the service center.
1714 Cause The ink absorber is almost full. Action Press the machine's OK button to continue printing. Contact the service center.
1715 Cause The ink absorber is almost full. Action Press the machine's OK button to continue printing. Contact the service center.
1890 Cause The protective material for the print head holder or the tape may remain attached to the holder. Action Open the operation panel, then confirm that the protective material or the tape does not remain attached to the print head holder. If you find the protective material or the tape remains attached, remove it, then close the operation panel. If the problem is not resolved, contact the service center.
2100 Cause Paper larger than the paper size in the print settings is loaded. Action Check the size of the loaded paper, then press the machine's OK button. The following screen is displayed on the LCD. Reload paper as necessary, then select what to do. Important • When Print with the fed paper is selected, the machine does not detect the paper width for the current print job.
2101 Cause Paper smaller than the paper size in the print settings is loaded. Action Check the size of the loaded paper, then press the machine's OK button. The following screen is displayed on the LCD. Reload paper as necessary, then select what to do.
2102 Cause The machine has detected that the paper has been fed aligned to one side. Action Close the paper output tray, then pull the feeder out. Load the paper into the center of the feeder, then slide the paper guides to align with the both edges of the paper stack. After loading the paper, push the feeder so that the mark on the front tray aligns with the the machine. Open the paper output tray, then press the machine's OK button.
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. Note • Depending on the type of paper, the machine may not detect the paper width. Additionally, if the operation panel is opened while printing is in progress, the machine may not detect the paper width.
2700 Cause Some errors occurred while copying and a certain time passed. Action Press the OK button to dismiss the error, and try to copy again.
2900 Cause Scanning the print head alignment sheet has failed. Action Press the OK button to dismiss the error, then take the actions described below. • Make sure that the print head alignment sheet is set in the correct position and orientation on the platen glass. • Make sure the platen glass and the print head alignment sheet are not dirty. • Make sure the type and size of loaded paper is suitable for Automatic Print Head Alignment.
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 ink tanks are installed properly for all colors, then start printing again.
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.
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.
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.
5100 Cause Printer error has occurred. Action Cancel printing, and turn off the machine. Then clear the jammed paper or protective material that is preventing the print head holder from moving, and turn on the machine again. If the problem is not resolved, contact the service center. Important • When you clear the jammed paper or protective material that is preventing the print head holder from moving, be careful not to touch the components inside the machine.
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.
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.
5B00 Cause Printer error has occurred. Action Contact the service center.
5B01 Cause Printer error has occurred. Action Contact the service center.
5B12 Cause Printer error has occurred. Action Contact the service center.
5B13 Cause Printer error has occurred. Action Contact the service center.
5B14 Cause Printer error has occurred. Action Contact the service center.
5B15 Cause Printer error has occurred. Action Contact the service center.
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.
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.
6502 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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
C000 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.
