Troubleshooting

Troubleshooting Instructions



Error Codes

If a job or operation does not complete successfully, check the error code, and perform the necessary operations according to the error code displayed.

You can check the error code on the Details screen when you select <Log> on the System Monitor screen.

If a send, receive, or fax job does not complete successfully, the error code is printed in the RESULT column on the Activity Report, TX Report, and Fax Activity Report. Perform the necessary procedures according to the error code.

For details on reports, see "Summary of Reports and Lists."

See the table below for individual error codes.


#0001

#0003

#0005

#0009

#0012

#0018

#0037

#0059

#0099

#0401

#0403

#0404

#0406

#0407

#0408

#0703

#0705

#0751

#0752

#0753

#0755

#0801

#0802

#0804

#0806

#0808

#0810

#0813

#0816

#0818

#0819

#0820

#0821

#0827

#0828

#0829

#0839

#0853

#0859

#0001

Description

Paper or originals are jammed.

Action

Remove any jammed paper or originals. (See "Clearing Jams.")

#0003

Description

Communications that take longer than the preset time (64 minutes) caused the error.

Action1

Reduce the resolution or divide the document into two or more parts, and then try sending the document again. (See "Selecting Resolution (Fax).")

Action2

When receiving a document, ask the sender to either reduce the resolution at which the document is scanned, or divide the document into two or more parts before sending it.

#0005

Description1

The recipient did not answer within 35 seconds.

Action

Confirm that the recipient's machine is able to communicate, and try again.

Description2

The recipient's machine is not a G3 fax.

Action

Check the type of receiving machine with the receiving party.

#0009

Description1

There is no paper.

Action

Load paper. (See "Load Paper.")

Description2

The paper drawer is not correctly inserted into the machine.

Action

Insert the paper drawer properly. (See "Load Paper.")

#0012

Description

The document could not be sent because the recipient's machine was out of paper.

Action

Ask the recipient to load paper into their fax machine.

#0018

Description1

The recipient's machine did not respond when your machine redialed.

Action

Confirm that the recipient's machine is able to communicate, and then try again.

Description2

The documents could not be sent because the recipient's machine was busy.

Action

Confirm that the recipient's machine is able to communicate, and then try again.

Description3

The settings on your machine do not match the settings on the recipient's machine.

Action

Check that the settings on your machine match those on the recipient's machine, and that the recipient's machine is able to communicate. Try sending again.

Description4

No pause was included in the telephone number when sending a fax overseas.

Action1

Insert a pause after the country code, or after the fax number of the recipient, and then dial the number again. (See "Dialing an Overseas Number (With Pauses) (Fax).")

Action2

Change the Long Distance setting if you are sending documents to a destination stored in the Address Book or one-touch. (See "Registering Fax Numbers in the Address Book," or "Registering Fax Numbers in One-Touch.")

#0037

Description1

Documents could not be received because there is insufficient memory available.

Action

Print, send, or delete any documents stored in memory.

Description2

The data size exceeds the available memory.

Action

Reduce the data size by lowering the resolution or by changing the file format.

#0059

Description

Your transmission is canceled because the number you dialed was different from the number registered on the other party's fax machine.

Action

Check to see that the correct fax number is registered on the other party's fax machine.

#0099

Description

A job was interrupted when the Media To Print or Scan To Media function was being used.

Action

Try to execute the job if necessary.

#0401

Description

The USB memory is full or the maximum number of files that can be stored in the root directory (the top level of the directory tree in the USB memory) has been reached.

Action

Delete unnecessary files in the USB memory or organize the files in the root directory by moving existing files to a newly created folder.

#0403

Description

The job failed because the same file name existed. Generally, if the same file name exists, a file will be automatically renamed by adding a number, which ranges from 1 to 999, to the tail of its file name in order to avoid naming conflicts. However, this error occurred because the file with the same number already added to its file name existed.

Action

Rename the file, and then write the data again.

#0404

Description

The job failed because the write protect switch of the USB memory was ON.

Action

Turn OFF the write protect switch of the USB memory.

#0406

Description1

The job failed because the medium was pulled out while the job was in progress.

Action

Confirm that the medium is properly inserted, and then write the data again.

Description2

An error has occurred while data, such as image data, were being transferred to the medium. (The connected medium may be formatted with a file system that is not supported by the machine.)

Action

Check the status of the medium, or make sure that the medium is formatted with a file system supported by the machine (FAT16 or FAT32), and then try again.

#0407

Description1

The length of the full path to the specified file (or folder) exceeded the supported limit.

Action

The limit of the length of the full path is 120. Change or shorten the file name to be written.

#0408

Description1

The transfer of data has failed because the medium was pulled out during the transfer.

Action

Confirm that the medium is correctly inserted and then try the transfer again.

Description2

An error has occurred while data, such as image data, were being transferred to the medium.

Action

Check the status of the medium, or make sure that the medium is formatted with a file system supported by the machine.

#0703

Description

The memory for image data is full when sending color documents.

Action1

Wait a few moments, and then try sending again after other send jobs are complete.

Action2

Erase documents stored in memory. If the machine still does not operate normally, turn the main power OFF, and then back ON.

#0705

Description

The send process was interrupted because the size of the image data being sent was larger than the size limit set in <Send Data Size Limit> in <E-mail/I-Fax Settings> in <Communications Settings> in <System Management Set> (from the Additional Functions screen).

Action1

Change the setting of the size limit in the <Send Data Size Limit> in <E-mail/I-Fax Settings> in <Communications Settings> in <System Management Set> (from the Additional Functions screen).

Action2

Select a lower resolution.

Action3

If you are sending an I-fax, reduce the size of the data by decreasing the number of pages that contain images so that it will not exceed the size limit set in <Send Data Size Limit>.

Action4

When scanning, set <Divide Pages> to <On> in <Color/File Format Settings>.

#0751

Description

The server is not functioning. The network is down (the server is unable to connect to the network or was disconnected).

Action1

Check the recipient's address.

Action2

Check that the network is up.

#0752

Description1

The SMTP server address for e-mail or I-fax is not correct.

Action

Make sure that the SMTP Server in E-mail/I-Fax Settings under Network Settings matches the SMTP server address you checked in "Checking Your E-Mail Account."

Description2

The domain name or e-mail address may not be set.

Action1

Make sure that Domain Name in TCP/IP Settings under Network Settings is set correctly.

Action2

Make sure that E-mail Address in E-mail/I-Fax Settings under Network Settings is set correctly.

Description3

The mail server is not functioning.

Action

Ask the network administrator to check that the mail server is operating properly.

Description4

The network is down.

Action

Ask the network administrator to check that the network is operating properly.

Description5

While an e-mail message were being sent in color, some error occurred.

Action

Try sending several times. If the error persists, ask the network administrator to check that the network is operating properly.

#0753

Description

A TCP/IP error occurred while sending documents to a file server, or sending an e-mail message. (Socket, Select error, etc.)

Action1

Check that the network cable is properly connected between the machine and your computer.

Action2

Check that the <SMB Settings> is set to <On>.

Action3

Check that the <Host Name> of the file server destination is set correctly.

Action4

Check that the <Workgroup Name> is set correctly.

Action5

Set <Use LM Announce> to <On>.

Action6

Check the settings in Windows Firewall.

Action7

If the machine still does not operate normally, turn the main power OFF, and then back ON.

#0755

Description1

You cannot send jobs because TCP/IP is not functioning correctly.

Action

Check <TCP/IP Settings> in <Network Settings> in <System Management Set> (from the Additional Functions screen).

Description2

The IP address is not set.

Action

Check TCP/IP Settings in Network Settings in System Management Set (from the Additional Functions screen).

Description3

When the machine was turned ON, an IP address was not assigned to the machine by the DHCP, RARP, or BOOTP server.

Action

After the machine is turned ON, communication with a network will not start until the time specified in <Startup Time Settings> in <Network Settings> in <System Management Set> (from the Additional Functions screen) elapses. Wait a few moments, and then try sending again.

#0801

Description1

A timeout error occurred while the machine was communicating with the SMTP server to send an e-mail message.

Action

Check that the SMTP server is functioning normally, or check the network status.

Description2

The SMTP server returned an error while trying to connect. The destination is not correct.

Action

Check the destination setting.

Description3

An error occurred on the server side during transmission to a file server.

Action

Check that the file server is operating properly.

Description4

The e-mail address is incorrect.

Action

Make sure that the E-mail Address in E-mail/I-Fax Settings under Network Settings is set correctly.

#0802

Description1

The address of the SMTP server is incorrect.

Action

Make sure that SMTP Server in E-mail/I-Fax Settings under Network Settings matches the SMTP server address you checked in "Checking Your E-Mail Account."

Description2

The domain name of the DNS server is incorrect.

Action

Make sure that Domain Name in TCP/IP Settings under Network Settings is set correctly.

Description3

The address of the DNS server is incorrect.

Action

Make sure that Primary DNS Server Address and Secondary DNS Server Address in TCP/IP Settings under Network Settings are set correctly.

Description4

Connection to the DNS server failed.

Action

Ask the network administrator to check that the DNS server is operating properly.

#0804

Description

You have no permission to access the folder.

Action

Check that the user name and password you specified match the user accounts (user name and password) registered to the computer (file server).

#0806

Description1

An incorrect user name or password was specified for the sending of a file to a file server.

Action

Check that the user name and password you specified match the user accounts (user name and password) registered to the computer (file server).

Description2

An incorrect destination was specified for the sending of an e-mail message or I-fax.

Action

Check the e-mail or I-fax address.

#0808

Description1

A timeout error occurred while the machine was communicating with the FTP server.

Action1

Check that the FTP server is functioning normally.

Action2

Check the network status.

Description2

The FTP server returned an error while trying to connect. The destination is not correct. An error occurred on the server side during transmission.

Action1

Check that the FTP server is functioning normally.

Action2

Check the network status.

Action3

Check the destination setting.

Action4

Check the status and setting of the file server.

#0810

Description1

A POP (Post Office Protocol) server connection error occurred while receiving an I-fax.

Action1

Check the POP Server address in <E-mail/I-Fax Settings> in <Network Settings> in <System Management Set> (from the Additional Functions screen).

Action2

Confirm that the POP server is functioning normally.

Action3

Check the network status.

Description2

The POP server returned an error during the connection.

Action

Make sure that POP Server in E-mail/I-Fax Settings under Network Settings matches the POP server address you checked in "Checking Your E-Mail Account."

Description3

A timeout error occurred on the server while connecting to the POP server.

Action

Ask the network administrator to check that the mail server or the network is operating properly.

#0813

Description

The login name or password for access to the POP server is incorrect.

Action

Check that POP Address and POP Password in E-mail/I-Fax are set correctly. (See "When a POP Server is Used.")

#0816

Description

You have reached the quota for the number of pages you can scan for faxing.

Action

Reset or increase the page quota or contact your system administrator.

#0818

Description

You have received data that cannot be processed (cannot print the attached file).

Action

Check the settings and ask the sender to resend the data.

#0819

Description

You have received data that cannot be processed (MIME information is incorrect).

Action

Check the settings, and then ask the sender to resend the data. The machine can receive only e-mails in plain text format. HTML e-mails cannot be received.

#0820

Description

You have received data that cannot be processed (BASE 64 or uuencode is incorrect).

Action

Check the settings, and then ask the sender to resend the data. The machine can receive only e-mails in plain text format. HTML e-mails cannot be received.

#0821

Description1

You have received data that cannot be processed (TIFF analysis error).

Action

Check the settings, and then ask the sender to resend the data.

Description2

The read job failed because TIFF or JPEG files were not supported or the image data was corrupted.

Action

Confirm that the supported file format is used, and then read data again.

#0827

Description

You have received data that cannot be processed (contains MIME information that is not supported).

Action

Check the settings, and then ask the sender to resend the data.

#0828

Description

You have received HTML data.

Action

Ask the sender to use a file format other than HTML, and then resend the data.

#0829

Description

Data that contains more than approximately 1,000 pages is received. (This error code may also appear when the machine receives corrupted data.)

Action

This machine can store up to approximately 1,000 pages of data in memory, but will delete any data that exceeds this limit. Ask the sender to resend the remaining pages. (If the received data is corrupted, ask the sender to resend the appropriate data.)

#0839

Description

The user name or password for the SMTP Authentication is incorrect.

Action1

Make sure that SMTP Server in E-mail/I-Fax Settings under Network Settings matches the SMTP server address you checked in "Checking Your E-Mail Account."

Action2

Enter the correct password for the SMTP Authentication in Password in E-mail/I-Fax Settings under Network Settings.
If you do not know what your password is, check in the notification form issued by your ISP (Internet Service Provider) or consult the network administrator.

#0853

Description1

The job was not able to be processed due to the reason why it was canceled from an application or operating system while the print data was being sent to this machine from a computer etc.

Description2

You have sent the print data unsupported by the machine or sent corrupted print data.

Action

Check the settings, and then repeat the operation.

#0859

Description

An error occurred while compressing scanned originals.

Action

Check the scan settings, and then try scanning again.



If a Power Failure Occurs

If power is suddenly lost due to an outage or accidental unplugging, a built-in battery retains the user data settings and the Address Book settings. Any sent or received documents stored in memory are backed up for about 60 minutes.

During a power cut, functions are limited as follows:

  • You cannot send, receive, copy, or print documents.
  • You may not be able to make telephone calls using an external telephone, depending on the type of telephone you use.
  • You can receive telephone calls using an external telephone depending on the type of telephone you use.

Remark
  • To fully charge the built-in battery, it takes approximately 2 hours when the main power switch is on. If the built-in battery is not fully charged, the data may not be saved properly.


Service Call Message

If a malfunction occurs and the machine cannot operate normally, the message <Turn off the main power on the right side of the machine.> is displayed. Write down the error code displayed on the bottom left side of the display and contact your local authorized Canon dealer. If the error code <E000012> appears on the display, see "If the Delivery Feeder Unit Is Not Installed Correctly."


Remark
  • Sending or receiving documents cannot be done when the main power switch is OFF or the power cord is disconnected.
  • If the main power switch is turned OFF, all jobs waiting in the print queue will be erased.
  • Documents received into memory and documents stored for delayed send will be retained for approximately 60 minutes after the power cord has been disconnected.
  1. Turn OFF the main power switch. Wait at least 10 seconds before turning the main power switch back ON.
  1. If the machine still does not operate normally, turn OFF the main power and disconnect the power plug. And then contact your local authorized Canon dealer.
  • Turn OFF the main power.

  • Disconnect the power plug.

  • When you contact your local authorized Canon dealer, have the following information available:
  • Product name (imageRUNNER C1028/imageRUNNER C1028iF)
  • Serial number (on the label located on the top inside part of the front cover)

  • Details of the malfunction
  • The error code displayed on the touch panel display


Clearing Jams

This section describes how to remove jammed paper. When error messages appear on the display, see "Error Messages." For other problems, see "Troubleshooting."

When <Check the originals.>, <The paper has jammed.>, or <Remove the jammed paper from...> appears on the display, remove the jammed paper from the machine. The screen indicating the location of the paper jam and the procedure for clearing the paper jam appears on the display, and it remains there until the paper jam is entirely cleared.

Check the following if you experience repeated paper jams:

  • Check that the paper you are using meets the requirements for use. (See "Paper Requirements.")
  • Make sure you have removed any scraps of paper from the inside of the machine.
  • Fan and tap the paper stack on a flat surface before loading it in the machine.

Remark
  • If you tear the paper, remove any torn pieces to avoid further jams.
  • If your hands or clothes get dirty from touching the toner, wash them immediately in cold water. Do not use hot water. If you do, the toner may be set permanently.
  • Do not force a jammed document or paper out of the machine. Contact your local authorized Canon dealer.

Original Jams

Paper Jams

Paper Delivery Tray


Duplex Unit


Stack Bypass Tray


Paper Drawer 1


Optional Paper Drawer (Paper Drawer 2)


Inside of the Machine


Fixing Unit


Back Cover



Original Jams

Return to Overview

If a screen similar to the one shown above appears on the display, remove the jammed original from the feeder. Then press the right Any key to display the next procedure.

  1. Open the feeder cover.
  1. Hold both sides of any jammed original and gently pull it out.
  • Do not force a jammed original out of the machine. If the jammed original cannot be removed easily, proceed to the next step.
  1. Open the inner cover, holding it by its front tab (A).
  1. Lift the release lever (A) until it clicks into place.
  1. Remove the jammed original.
  • Do not force a jammed paper out of the machine as it may tear.
  1. Return the release lever (A) to its original position.
  1. Close the inner cover.
  1. Close the feeder cover.
  1. Load the original in the feeder again.


Paper Jams

Return to Overview

When <The paper has jammed.> or <Remove the jammed paper from...> appears on the display, remove the jammed paper from the machine first, then from the paper cassette or stack bypass tray if necessary.


Remark
  • If the error message still remains after having removed the jammed paper, open and close the front cover to reset the machine.

Paper Delivery Tray

Duplex Unit

Stack Bypass Tray

Paper Drawer 1

Optional Paper Drawer (Paper Drawer 2)

Inside of the Machine

Fixing Unit

Back Cover


Paper Delivery Tray

Return to Overview

If a screen similar to the one shown above appears on the display, remove the jammed paper from the output tray. Then press the right Any key to display the next procedure.

  1. Hold both sides of any jammed paper and gently pull it out.
  • Do not force a jammed paper out of the machine. If the jammed paper cannot be removed easily, proceed to the next step.
  • If unfixed toner is on the removed paper, it may adhere to the paper to be printed next.
  1. Open and close the front cover to reset the machine.

If you are using the stack bypass tray, close it before opening the front cover. Use the handle (A) to gently close the front cover.



Duplex Unit

Return to Overview

If a screen similar to the one shown above appears on the display, remove the jammed paper from the duplex unit. Then press the right Any key to display the next procedure.

  1. Lift the scanning platform (A) until it is locked.
  1. Open the inner cover, holding it by its center tab (A).
  1. Hold both sides of any jammed paper and gently pull it out.
  • Do not force a jammed paper out of the machine. If the jammed paper cannot be removed easily, proceed to the next step.
  1. Close the inner cover.
  1. Lower the scanning platform.
  1. Open and close the front cover to reset the machine.

If you are using the stack bypass tray, close it before opening the front cover. Close the front cover gently holding the handle (A) of it.



Stack Bypass Tray

Return to Overview

If a screen similar to the one shown above appears on the display, remove the jammed paper from the stack bypass tray. Then press the right Any key to display the next procedure.

  1. Hold both sides of any jammed paper and gently pull it out.
  • Do not force a jammed paper out of the machine. If the jammed paper cannot be removed easily, proceed to the next step.


  1. Close the stack bypass tray.
  1. Open and close the front cover to reset the machine.

If you are using the stack bypass tray, close it before opening the front cover. Close the front cover gently holding the handle (A) of it.



Paper Drawer 1

Return to Overview

If a screen similar to the one shown above appears on the display, remove the jammed paper from the paper drawer. Then press the right Any key to display the next procedure.

  1. Using the handle, pull the paper drawer half way out.
  1. Push downward on the jammed paper as you remove it.
  • Do not force a jammed paper out of the machine. Doing so may result in the feed roller coming off. If the jammed paper cannot be removed easily, proceed to the next step.
  1. Gently push the optional paper drawer back into the machine until it clicks into place in the closed position.
  1. Open and close the front cover to reset the machine.

If you are using the stack bypass tray, close it before opening the front cover. Close the front cover gently holding the handle (A) of it.



Optional Paper Drawer (Paper Drawer 2)

Return to Overview

If a screen similar to the one shown above appears on the display, remove the jammed paper from the optional paper drawer. Then press the right Any key to display the next procedure.

  1. Using the handle, pull the paper drawer half way out.
  1. Push downward on the jammed paper as you remove it.
  • Do not force a jammed paper out of the machine. Doing so may result in the feed roller coming off.
    If the jammed paper cannot be removed easily, proceed to the next step.
  1. Gently push the optional paper drawer back into the machine until it clicks into place in the closed position.
  1. Open and close the front cover to reset the machine.

If you are using the stack bypass tray, close it before opening the front cover. Close the front cover gently holding the handle (A) of it.



Inside of the Machine

Return to Overview

If a screen similar to the one shown above appears on the display, remove the jammed paper from the inside of the machine. Then press the right Any key to display the next procedure.
If the size of the paper loaded in the paper drawer differs from the paper size set in the <Paper Settings> or the paper size set on the printer driver, a paper jam may occur. If this this is the case, load the correct size paper before removing the jammed paper.


Remark
  • If you remove the jammed paper before re-loading the correct size paper, another paper jam may occur. Make sure to re-load the correct size paper before removing the jammed paper.
  1. Open the front cover.

If you are using the stack bypass tray, close it before opening the front cover. Open the front cover gently holding the handle (A).

  • When removing the jammed paper, be sure to place paper on the transfer belt (A) of the delivery feeder unit to protect the belt.

  • Do not place any object on or touch the transfer belt (A) of the delivery feeder unit. The transfer belt (A) of the delivery feeder unit is supplied with a function that cleans itself, therefore, do not clean the belt even when the toner is on it. If the delivery feeder unit is broken or transfer belt (A) is damaged, this may result in misfeeds or deterioration in print quality.

  1. Hold both sides of any jammed paper and pull it out in the direction of the arrow.
  • Gently remove the jammed paper in the direction of the arrow to prevent unfixed toner from spilling.
  • When removing the paper, be careful not to touch the transfer belt of the delivery feeder unit or toner cartridge.
  • Do not force a jammed paper out of the machine. If the jammed paper cannot be removed easily, proceed to the next step.
  1. Hold both sides of any jammed paper and gently pull it out in the direction of the arrow.
  • Do not force a jammed paper out of the machine. If the jammed paper cannot be removed easily, proceed to the next step.
  1. Hold both sides of any jammed paper and gently pull it out in the direction of the arrow.
  • Do not force a jammed paper out of the machine. If the jammed paper cannot be removed easily, proceed to the next step.
  1. Press the lock release buttons (A) on the duplex print transport guide and lift the duplex print transport guide (B).

If you are not performing two-sided printing, proceed to the next step.

  • Do not force a jammed paper out of the machine. If the jammed paper cannot be removed easily, proceed to the next step.
  1. Remove the jammed paper while lifting the duplex print transport guide.
  • Do not force a jammed paper out of the machine. If the jammed paper cannot be removed easily, proceed to the next step.
  1. Lower the duplex print transport guide until it clicks into its original position.
  • Make sure that the duplex print transport guide is closed completely. If the duplex print transport guide is not closed completely, this may result in misfeeds or paper jams.
  1. Hold the tab (A) of the delivery feeder unit, and lift the delivery feeder unit until it clicks.
  1. Remove the jammed paper in the direction of the arrow.
  • If the jammed paper cannot be removed easily, do not try to remove it forcefully but proceed to the next step.
  1. Close the front cover.


Fixing Unit

Return to Overview

If a screen similar to the ones shown above appears on the display, remove the jammed paper from the fixing unit. Then press the right Any key to display the next procedure.

  1. Lift the scanning platform (A) until it is locked.
  1. Open the fixing cover, holding it by its left tab (A).
  1. Hold both sides of any jammed paper and gently pull it out.
  • Do not force a jammed paper out of the machine. If the jammed paper cannot be removed easily, proceed to the next step.
  1. Close the fixing cover.
  1. Lower the scanning platform.


Back Cover

Return to Overview

If a screen similar to the one above appears on the display, remove the jammed paper from the back side of the machine. Then press the right Any key to display the next procedure.

  1. Open the back cover.
  1. Hold both sides of any jammed paper and gently pull it out.
  1. Close the back cover.
  1. Open and close the front cover to reset the machine.

If you are using the stack bypass tray, close it before opening the front cover. Close the front cover gently holding the handle (A).



When the Message Does Not Disappear

When the message that indicates a paper jam occurring inside the top cover does not disappear even after the jammed paper is removed, this indicates that the jammed paper still remains in the fixing unit. Remove the fixing unit using the following procedure to remove the jammed paper.


Remark
  • When you remove the fixing unit, you have to turn the main power switch OFF.
  • Sending or receiving documents cannot be done when the main power switch is OFF or the power cord is disconnected.
  • If the main power switch is turned OFF, all jobs waiting in the print queue will be erased.
  • Documents received into memory and documents stored for delayed send will be retained for approximately 60 minutes after the power cord has been disconnected.
  1. Turn OFF the main power switch and disconnect the power cord.
  1. Lift the scanning platform until it is locked.
  1. Grasp and pull the tab (A) on the left side of the top cover to open the fixing cover.
  1. Move the control panel into the upright position.
  1. Press the blue tabs (A) and hold the fixing unit by the parts indicated with arrows.
  1. Remove the fixing unit with both hands.
  1. Place the fixing unit on a flat surface.
  1. Open the fixing unit cover.
  1. Remove the jammed paper.
  1. Install the fixing unit.
  1. Close the fixing cover.
  1. Lower the scanning platform.
  1. Reconnect the power cord and turn on the main power switch.


If the Delivery Feeder Unit Is Not Installed Correctly

If the delivery feeder unit is not installed correctly, an error code <E000012> appears on the display. Follow the procedure below to install the delivery feeder unit correctly. If the error code does not disappear after the delivery feeder unit is installed correctly, contact your local authorized Canon dealer.


Remark
  • You have to remove the delivery feeder unit and re-install the delivery feeder unit correctly.
  • When you remove the delivery feeder unit, you have to turn the main power switch OFF.
  • Sending or receiving documents cannot be done when the main power switch is OFF or the power cord is disconnected.
  • If the main power switch is turned OFF, all jobs waiting in the print queue will be erased.
  • Documents received into memory and documents stored for delayed send will be retained for approximately 60 minutes after the power cord has been disconnected.
  1. Turn OFF the main power switch and disconnect the power cord.
  • Make sure that the Processing/Data Indicator is turned off and check the display to confirm that a job is not being processed.
  1. Open the front cover.

If you are using the stack bypass tray, close it before opening the front cover. Open the front cover gently holding the handle (A) .

  1. Push the levers (A) on both sides of the delivery feeder unit and remove the delivery feeder unit gently, holding it by the tabs (B).
  • Do not place any object on or touch the transfer belt (A) of the delivery feeder unit. The transfer belt (A) of the delivery feeder unit is supplied with a function that cleans itself, therefore, do not clean the belt even when the toner is on it. If the delivery feeder unit is broken or transfer belt (A) is damaged, this may result in misfeeds or deterioration in print quality.

  1. Install the delivery feeder unit so that the protrusions (A) of the delivery feeder unit fit into the guides (B) and click into place.
  1. Confirm that the triangle marks (A) on the delivery feeder unit are aligned with the triangle marks (B) on the machine.
  1. Close the front cover.

Close the front cover gently holding the handle.

  1. Reconnect the power cord and turn on the main power switch.


If a Message Such as <Paper diff. from set size/type.> is displayed

If all of the following do not match, a message such as <Paper diff. from set size/type.> is displayed:

  • The paper size specified on the printer driver (Only when printing from a computer)
  • The paper size specified in the <Paper Settings> menu on the machine
  • The size of the paper loaded in the paper drawer or stack bypass tray

If such a message is displayed and you are unable to make a copy or print job, change the paper size in the items described above so that they all match.

See the following chart for details concerning the messages and remedies.


  • Messages displayed when the paper sizes do not match

Message Cause Remedy
Copy
Load A4 to Drawer 1.
(Depending on the paper supply and settings, the message displayed may vary.)
The following did not match:
  • The paper size specified on the machine
  • The size of the paper loaded in the paper drawer
Change the following so that they match:
Paper diff. from set size/type.
Remove the jammed paper from inside the front cover. The following did not match:
  • The paper size specified on the machine
  • The size of the paper loaded in the paper drawer
Follow the procedure below:
1. Change the following so that they match:
  • Paper size setting on the machine
  • The size of the paper loaded in the paper drawer
2. Remove the jammed paper inside the machine and close the front cover.
3. Wait for the machine to automatically resume the job.
(See "Loading Paper" or "Setting Paper Size and Type.")
Print
Load A4 to Drawer 1.
(Depending on the paper supply and settings, the message displayed may vary.)
The following did not match:
  • The paper size specified on the machine
  • The size of the paper loaded in the paper drawer
To print on the paper of the size specified on the machine's paper settings and on the printer driver:
Load the paper of the size specified on the machine and on the printer driver and close the paper drawer. Printing will resume.
To print on the paper of the size that is loaded in the paper drawer:
1. Delete the current job.
2. Change the paper size settings both on the printer driver and on the machine.
3. Retry printing.
Load paper The following did not match when printing:
  • The paper size specified on the printer driver
  • The paper size specified on the machine
Change the following so that they match, and then retry printing (When you change the paper size setting on the printer driver, cancel the job on the machine.):
  • The paper size setting on the printer driver
  • The paper size setting on the machine
Paper diff. from set size/type. The following did not match:
  • The paper size specified on the printer driver
  • The paper size specified on the machine
  • The size of the paper loaded in the paper drawer
Change the following so that they match, and then retry printing:
If the massage <Paper diff. from set size/type> appears after you have selected <Recover Later> to the message <Remove the jammed paper from inside the front cover.>:
1. Change the following so that they match: 2. Remove the jammed paper inside the machine and close the front cover.
(See "Inside of the Machine.")
Remove the jammed paper from inside the front cover. A paper jam occurred because the size of the paper loaded in the paper drawer was different from that of the paper specified on the machine and printer driver. Follow the procedure below (the procedure is the same when the massage <Paper diff. from set size/type> appears after you have selected <Recover Later>).
1. Change the following so that they match:
  • The paper size setting on the machine
  • The size of the paper in the paper drawer
2. Remove the jammed paper inside the machine and close the front cover.


Error Messages

When a message appears on the display, please refer to the examples of error messages on the following pages.


Error Messages <A to E>

Error Messages <F to J>

Error Messages <K to O>

Error Messages <P to Z>


Error Messages <A to E>

Return to Overview


A cover is open.

Avail. Mem.

Cannot complete searching due to timeout. Check the settings.

Cannot connect to the selected server. Check the settings.

Cannot connect to the server because timer settings for this device differ to those of the selected server.

Cannot find server.

Cannot find the selected server. Check the settings.

Check the XXX toner.

Check the XXX toner connection.

Check TCP/IP.

Check that all of the covers are closed.

Check the originals.

Clean the scan area.

Clear the output tray.

Check the user name and password or check settings.

Drawer 1 is not inserted.

A cover is open.

Description

The front cover or the fixing unit cover is open.

Action

Close the front cover or the fixing unit cover.

Avail. Mem.

Description

This message shows the percentage of the memory currently available. This message is displayed when you set the originals in the feeder in Fax/Send mode.

Action

If you need more space, wait for the machine to send any documents in memory. Also print, send, or delete any documents stored in memory.

Cannot complete searching due to timeout. Check the settings.

Description1

The machine could not search for destinations within the specified time.

Action

Increase the time setting for <Search Timeout> in <Register LDAP Server>. (See "Setting Up LDAP Server.")

Description2

The machine could not authenticate a user against an authentication server and retrieve attributes about the user from the server within the specified time.

Action

Increase the time setting for <Timeout Settings> on the Send Function Authentication Settings page. (See "Specifying the Authorized Send Settings.")

Description3

An error occurred on the LDAP server side.

Action

Check that the LDAP server is functioning normally.

Cannot connect to the selected server. Check the settings.

Description

The machine cannot connect to the specified IP address/port.

Action1

Check the gateway address setting. (See "Setting and Checking the IP Address.")

Action2

Check the server address and port number for the LDAP server. (See "Setting Up LDAP Server" or "Specifying the Authorized Send Settings.")

Action3

Check that the LDAP server is operating properly.

Action4

If <Login Information> is set to <Use (Sec. Auth.): Ver 3 (UTF-8)> for the LDAP server, check whether UDP (User Datagram Protocol) packages are blocked by the filter.

Cannot connect to the server because timer settings for this device differ to those of the selected server.

Description

The time setting of the LDAP server and the time setting of the machine are more than five minutes apart.

Action

The machine cannot connect to an LDAP server if the time setting of the server and the time setting of the machine are more than five minutes apart with <Login Information> set to <Use (Sec. Auth.): Ver 3 (UTF-8)> for the LDAP server. Check the time settings on the server and the machine.

Cannot find server.

Description

The IP address that the machine should connect to cannot be determined.

Action

Check the DNS (Domain Name System) Server Settings in TCP/IPv4 or v6 in <Network Settings> in <System Management Set> (from the Additional Functions screen).

Cannot find the selected server. Check the settings.

Description1

The IP address that the machine should connect to cannot be determined.

Action1

Check the DNS (Domain Name System) server settings. (See "Setting IPv4 DNS" or "Setting IPv6 DNS.")

Action2

Check whether the DNS server' s DNS settings are correct.

Description2

If <Login Information> is set to <Use (Sec. Auth.): Ver 3 (UTF-8)> for the LDAP server, the machine cannot determine the host name.

Action

Check the DNS (Domain Name System) server settings. (See "Setting IPv4 DNS" or "Setting IPv6 DNS.")

Check the XXX toner. (XXX indicates "Black", "Yellow", "Cyan", or "Magenta".)

Description

A toner cartridge that cannot guarentee print quality because it has reached the end of its life etc., or a toner cartridge that has already been spent may be set.

Action

Continued use of this toner cartridge may cause the machine to malfunction. Replacing of the toner cartridge is recommended. (See "Replacing the Toner Cartridge with a New One.")

Check the XXX toner connection. (XXX indicates "Black", "Yellow", "Cyan", or "Magenta".)

Description

There may be a problem with the toner cartridge connection of the indicated color.

Action1

Take out the toner cartridge of the indicated color, then properly set it again. For detailed instructions, see "Replacing the Toner Cartridge with a New One."

Action2

Turn OFF the main power switch, wait for more than 10 seconds, then turn it ON again.

Action3

When this message does not disappear even if you take the above procedures, replace the toner cartridge with a new one (see "Replacing the Toner Cartridge with a New One.")

Check TCP/IP.

Description1

The machine's TCP/IP is not operating.

Action

Check the IP Address Settings in <Network Settings> in <System Management Set> (from the Additional Functions screen). (See "Setting and Checking the IP Address.")

Description2

The machine and the network cable are not properly connected.

Action

Check that the network cable is properly connected between the machine and the network.

Check that all of the covers are closed.

Description

The cover is open.

Action

Check the cover and make sure that it is completely closed.

Check the originals.

Description

The original is not correctly set in the feeder.

Action

Correctly set the original in the feeder.

Clean the scan area.

Description

The feeder scanning area may be dirty.

Action

Clean the feeder scanning area (See "Scanning Area."), then press [OK].

Clear the output tray.

Description

Output paper is piled up on the output tray.

Action

Remove the output paper from the output tray.

Check the user name and password or check settings.

Description1

The user name, password, or server name for access to Authorized Send is incorrect.

Action

Make sure that the specified user name, password, and server name are correct.

Description2

The user attribute name, administrator' s ID, or password for access to Authorized Send is incorrect.

Action

Check that <Attribute of User Name>, <User Name>, and <Password> on the LDAP Authentication Server Settings page are set correctly. (See "Specifying the Authorized Send Settings.")

Drawer 1 is not inserted.

Description

Printing or copying could not be performed because the paper drawer (Drawer 1) was not set.

Action

Set the paper drawer (Drawer 1) and push it in as far as it will go. The copy or print will automatically resume.



Error Messages <F to J>

Return to Overview


Hang up the receiver.

IEEE802.1X Error An unknown error has occurred.
IEEE802.1X Error Unknown error has occurred

IEEE802.1X Error Cannot analyze the Certificate.

IEEE802.1X Error Change the password.

IEEE802.1X Error Check authentication settings.

IEEE802.1X Error No reply from the destination.

IEEE802.1X Error Set the correct Certificate info.
IEEE802.1X Error Set the correct certificate information.

IEEE802.1X Error The Certificate has expired.

IEEE802.1X Error The Certificate is incorrect.

Insert the XXX toner correctly.

Insert the XXX toner in the location of the correct color.

Insert the fixing unit.

Insert the toner cartridge all the way holding the right & left grips.

Hang up the receiver.

Description

The receiver of the external telephone or handset is off the hook.

Action

Hang up the receiver.

IEEE802.1X Error An unknown error has occurred.
IEEE802.1X Error Unknown error has occurred.

Description

An unknown error occurred.

Action

Check for any errors in the settings of the supplicant machine, authenticator (LAN switch), as well as the RADIUS server.

IEEE802.1X Error Cannot analyze the Certificate.

Description

The machine failed to analyze the server certificate sent from the RADIUS server.

Action

Check for any errors in the server certificate on the RADIUS server.

IEEE802.1X Error Change the password.

Description

The password has expired.

Action

Set a new password.

IEEE802.1X Error Check authentication settings.

Description

The specified authentication method of the machine does not match the authentication method of the RADIUS server.

Action

Make sure that the correct authentication method is specified on the machine. If the information set on the machine is inconsistent with that of the RADIUS server, specify the correct authentication method.

IEEE802.1X Error No reply from the destination.

Description

An error occurred when communicating with the authenticator.

Action

Check for any errors in the authenticator (LAN switch) settings, as well as the RADIUS server settings.

IEEE802.1X Error Set the correct Certificate info.
IEEE802.1X Error Set the correct certificate information.

Description

The correct client authentication information (the key pair and certificate, user name and password, and the CA certificate) is not set.

Action

Check for incorrect settings in the authentication method and authentication information (the key pair and certificate, user name and password, and the CA certificate).

IEEE802.1X Error The Certificate has expired.

Description

The server certificate sent from the RADIUS server has expired.

Action

Check the expiration date of the server certificate on the RADIUS server.

IEEE802.1X Error The Certificate is incorrect.

Description

An error occurred when verifying the server certificate sent from the RADIUS server using the CA certificate.

Action

Check for any errors in the server certificate on the RADIUS server, as well as the CA certificate registered on the machine.

Insert the XXX toner correctly. (XXX indicates "Black", "Yellow", "Cyan", or "Magenta".)

Description

The toner cartridge of the indicated color is not inserted.

Action

Properly insert the toner cartridge of the indicated color. For detailed instructions, see "Replacing the Toner Cartridge with a New One."

Insert the XXX toner in the location of the correct color. (XXX indicates "Black", "Yellow", "Cyan", or "Magenta".)

Description

The toner cartridge of the indicated color is not inserted in the correct location for that color.

Action

Insert the toner cartridge of the indicated color in the correct location for that color. For detailed instructions, see "Replacing the Toner Cartridge with a New One."

Insert the fixing unit.

Description

The fixing unit is not inserted.

Action

Insert the fixing unit. For detailed instructions, see "When the Message Does Not Disappear."

Insert the toner cartridge all the way holding the right & left grips.

Description

A toner cartridge is not installed or not installed correctly.

Action

Install the toner cartridge correctly.



Error Messages <K to O>

Return to Overview


Load A4 to Drawer 1.

Load paper.

No response from the destination.

No response from the server. Check the settings.

Not enough TCP/IP resources. Wait a moment and perform the operation again.

Load A4 to Drawer 1.
(Depending on the paper supply and settings, the message displayed may vary.)

Description1

The following did not match when copying, receiving faxes/I-faxes or E-mails:

  • The paper size specified on the machine
  • The size of the paper loaded in the paper drawer
Action

Change the following so that they match:

  • Paper size setting on the machine
Description2

The following did not match when printing:

  • The paper size specified on the machine
  • The size of the paper loaded in the paper drawer
Action1

To print on the paper of the size specified on the machine's paper settings and on the printer driver:
Load the paper of the size specified on the machine and on the printer driver and close the paper drawer. Printing will resume.

Action2

To print on the paper of the size that is loaded in the paper drawer:
1. Delete the current job.
2. Change the paper size settings both on the printer driver and on the machine.
3. Retry printing.

Load paper.

Description

The following did not match when printing:

  • The paper size specified on the printer driver
  • The paper size specified on the machine
Action

Change the following so that they match, and then retry printing (When you change the paper size setting on the printer driver, cancel the job on the machine.) :

  • The paper size setting on the printer driver
  • The paper size setting on the machine

No response from the destination.

Description1

The server was not running when you tried to send.

Action

Check the destination.

Description2

The network connection was lost when you tried to send. (Either you could not connect to the destination or the connection was lost before the job could complete.)

Action

Check the status of the network.

Description3

A TCP/IP error occurred when you tried to send an e-mail or I-fax.

Action

Check that the network cables and connectors are properly connected.

No response from the server. Check the settings.

Description

The specified server settings are incorrect, or the server is not turned ON. Alternatively, the machine's TCP/IP resources may be low.

Action

Wait for a while, and try browsing again. If you still fail, try selecting another server.

Not enough TCP/IP resources. Wait a moment and perform the operation again.

Description

You cannot browse the network due to a lack of TCP/IP resources. This may be because documents have just been continuously sent or are being continuously sent through FTP or Windows (SMB).

Action

Wait for a while, and try browsing again.



Error Messages <P to Z>

Return to Overview


Paper diff. from set size/type.

Paper is jammed in the fixing unit. Check the manual for instructions.

Perform the operation again.

Preparing...

Prepare a new toner cartridge. (XXX)

Press the OK key.

Printer Error

Received in memory.

Remove the jammed paper from inside the cover of the feeder.

Remove the jammed paper from inside the front cover.

Remove the jammed paper from XXX.

Remove the paper, and close the tray.

Replace the toner cartridge. (XXX)

Search condition includes characters that cannot be used with the selected server.

Set the IP Address.

Set the toner cartridge. (XXX)

The counter has reached the set value.

The memory is full.

The number of search results has exceeded limits. If the desired destination is not displayed, change the search conditions and try again.

The scan area is dirty.

The send function currently cannot be used. Confirm with administrator.

This size cannot be used with 2-Sided unit modes.

Transmission has been suspended. Contact system manager.

Turn off the main power on the right side of the machine.

Wait a moment...

Paper diff. from set size/type.

Description1

The following did not match when copying, receiving faxes/I-faxes or E-mails:

  • The paper size specified on the machine
  • The size of the paper loaded in the paper drawer
Action

Change the following so that they match:

  • Paper size setting on the machine
Description2

The following did not match when printing:

  • The paper size specified on the printer driver
  • The paper size specified on the machine
  • The size of the paper loaded in the paper drawer
Action1

Change the following so that they match, and then retry printing:

  • The paper size specified on the printer driver
  • The paper size specified on the machine
Action2

If the massage <Paper diff. from set size/type> appears after you have selected <Recover Later> to the message <Remove the jammed paper from inside the front cover.>:
1. Change the following so that they match:

  • Paper size setting on the machine

2. Remove the jammed paper inside the machine and close the front cover.
("Inside of the Machine")

Description3

The appropriate paper type for printing received faxes, I-faxes, or E-mails is not loaded.

Action

Load the appropriate type of paper (Plain 1, Plain 2, Recycled Paper, Color) and change the paper type in <Paper Settings>.

Paper is jammed in the fixing unit. Check the manual for instructions.

Description

A paper jam occurred in the fixing unit.

Action

Check the location of the paper jam and remove the jammed paper. Press the right Any key to display the next procedure. For detailed instructions, see "Fixing Unit."

Perform the operation again.

Description

A transmission error has occurred because the line condition was poor.

Action

Check the line condition, then try again.

Preparing...

Description

The machine is not ready for scanning.

Action

Wait until the machine is ready.

Prepare a new toner cartridge. (XXX) (XXX indicates "Black", "Yellow", "Cyan", or "Magenta".)

Description

When a toner cartridge needs to be replaced soon.

Action

Have a replacement toner cartridge ready so you can quickly replace the toner cartridge when it runs out.

  • If the message is displayed while copying or printing (including manually printing a report), printing of the job that is currently being processed will continue.
  • If the message is displayed when receiving a fax, the received fax is stored in the memory without being printed. If <Toner Out Continuous Print> is set to <On>, however, printing will continue. (Printing will also continue if a report is printed automatically.) See "Specifying the Way of Printing When Toner Is Low (Fax)"

Press the OK key.

Description

[Stop] has been pressed while scanning the document using the feeder.

Action

Press [OK], then set the originals again.

Printer Error

Description

Some kind of error has occurred in the machine.

Action

Turn OFF the main power switch, wait for more than 10 seconds, then turn it ON again. If the message persists, turn OFF the main power switch, disconnect the power cord, and contact your local authorized Canon dealer.

Received in memory.

Description

The machine temporarily received the data in memory because an error of some kind has occurred in the machine. This error message appears with one of the messages below.

  • <Load paper.>
  • <A cover is open.>
  • <Check that all of the covers are closed.>
  • <The paper has jammed.>
  • <Remove the jammed paper from...>
  • <Replace the toner.>
Action

This error message appears with another message. When the error is resolved, the received data will be printed out. For how to solve the problem, see the action for the messages displayed with it.

Remove the jammed paper from inside the cover of the feeder.

Description1

A paper jam occurred inside the cover of the feeder.

Action

Check the location of the paper jam and remove the jammed paper. Press the right Any key to display the next procedure. For detailed instructions, see "Original Jams."

Description2

The originals fed from the feeder is longer than 630 mm, or are not feeding correctly when sending a fax.

Action

Reduce the length of the originals to within 630 mm, then try again.

Description3

The originals are longer than 355.6 mm when you are sending e-mail, I-fax or sending a document to a file server.

Action

If the originals are shorter than 355.6 mm, then try the procedure again.

Remove the jammed paper from inside the front cover.

Description1

A paper jam occurred inside the front cover.

Action

Check the location of the paper jam and remove the jammed paper. Press the right Any key to display the next procedure. For detailed instructions, see "Inside of the Machine."

Description2

A paper jam occurred because the paper loaded in the paper drawer is different from the paper specified in <Paper Settings> and the printer driver screen.

Action1

When printing, follow the instructions below.
1. Reload the correct size of paper into the paper drawer.
2. Remove the jammed paper and close the front cover. When removing the paper, be careful not to touch the transfer belt of the delivery feeder unit or toner cartridge.

Action2

When copying, follow the instructions below.
1. Reload the correct size of paper into the paper drawer or stack bypass tray.
2. Remove the jammed paper and close the front cover. (See "Inside of the Machine.")
3. Wait a while until the job resumes.

Remove the jammed paper from XXX. (XXX indicates the location of the jam.)

Description

A paper jam occurred at the location shown on the display.

Action

Check the location of the paper jam and remove the jammed paper. Press the right Any key to display the next procedure. For detailed instructions, see "Paper Jams."

Remove the paper, and close the tray.

Description

A paper jam occurred in the stack bypass tray.

Action

Check the location of the paper jam and remove the jammed paper. Press the right Any key to display the next procedure. For detailed instructions, see "Stack Bypass Tray."

Replace the toner cartridge. (XXX) (XXX indicates "Black", "Yellow", "Cyan", or "Magenta".)

Description

When the toner runs out.

Action

Replace the toner cartridge of the indicated color. Incidentally, even if any of Yellow, Cyan or Magenta toner runs out, black and white printing can still be performed if Black toner remains.

Search condition includes characters that cannot be used with the selected server.

Description1

"\" is used in the search criterion.

Action

Remove "\" from the search criterion, and then search again.

Description2

The combination of characters used in the search criterion does not constitute an acceptable search criterion.

  • There is an unequal number of "(" and ")".
  • "*" is not placed within "( )".
Action

Make sure that the characters for the search criterion are combined properly, and then search again.

Description3

If <Server LDAP Version and Char. Code> is set to <Ver.2 (JIS)>, characters other than ASCII Code (0x20-0x7E) are being used.

Action

Omit characters that cannot be used, and then search again.

Set the IP Address.

Description

This machine is not set with an IP address.

Action

Specify the IP Address Settings in <TCP/IP Settings> in <Network Settings> in <System Management Set> (from the Additional Functions screen), then turn the machine's main power OFF and back ON again. (See "Setting and Checking the IP Address," or see "Set Up the Machine," in the Starter Guide.

Set the toner cartridge. (XXX) (XXX indicates either "Black", "Yellow", "Cyan", or "Magenta".)

Description

The toner cartridge of the indicated color is not set.

Action

Set the toner cartridge of the indicated color. For detailed instructions, see "Replacing the Toner Cartridge with a New One."

The counter has reached the set value.

Description

You cannot print because the set page limit for either scans, prints, or copies in the department ID management function has been reached.

Action

Contact your system manager.

The memory is full.

Description1

The machine is full of jobs.

Action1

Print, send, or delete any documents stored in memory.

Action2

Divide the document stack or data into a few parts and try again one by one.

Action3

Send the document with low resolution.

Action4

When this message appears during using the feeder, the scanning document stops halfway. In this case, clear the paper jam from the feeder.

Description2

The number of TX/RX jobs that can be stored in memory reached the maximum.

Action

The maximum numbers of jobs that can be stored in memory are as follows (Based on the condition that the other party sends the fax by the imageRUNNER C1028/imageRUNNER C1028iF with ITU-T No. 1 Chart standard mode);
Up to 70 jobs for sending or 90 jobs for receiving, 95 fax jobs including sending and receiving, or 75 e-mail and I-fax jobs for receiving.
Wait for the machine to send any documents in memory. Also print, send, or delete any documents stored in memory.

The number of search results has exceeded limits. If the desired destination is not displayed, change the search conditions and try again.

Description

The number of addresses that meet the search criteria exceeds the specified maximum number of addresses to search.

Action1

Narrow down the search criteria, and then search again.

Action2

Increase the maximum number of addresses to search. (See "Setting Up LDAP Server.")

The scan area is dirty.

Description

The feeder's scanning area is dirty.

Action

Clean the feeder's scanning area.

The send function currently cannot be used. Confirm with administrator.

Description

All the sending functionalities are disabled.

Action

Check the following settings:

This size cannot be used with 2-Sided unit modes.

Description

The paper size is not appropriate for a two-sided copy.

Action

Set the paper size to <A4>, <LTR> or <LGL>, then load paper of the same size.

Transmission has been suspended. Contact system manager.

Description1

Although [Specify LDAP authentication user address as the sender name] is selected, the machine cannot obtain an e-mail address attribute from an authentication server.

Action1

Deselect [Specify LDAP authentication user address as the sender name]. (See "Specifying the Authorized Send Settings.")

Action2

Make sure that an e-mail address attribute is registered on an authentication server.

Description2

You tried to send e-mails or I-faxes when the machine is in the User ID Management with the e-mail address of the login user not registered.

Action

Use the Remote UI to register the e-mail address for each user when User ID Management is enabled.

Turn off the main power on the right side of the machine.

Description

Description Some kind of error has occurred in the machine.

Action

Turn OFF the main power switch, wait for more than 10 seconds, then turn it ON again. If the message persists, write down the error code displayed on the bottom left side of the display, turn OFF the main power switch, disconnect the power cord, and contact your local authorized Canon dealer or service provider.

Wait a moment...

Description

This message appears when turning ON the main power switch, or when the machine is not ready for printing.

Action

Wait until the message disappears.



Troubleshooting

General Problems

Paper Feeding Problems

Fax Problems

Sending Problems (Fax)


Receiving Problems (Fax)


Sending/Receiving Problems

Sending Problems


Receiving Problems


Copying Problems

Printing Problems

Telephone Problems

Network Problems


General Problems

Return to Overview


The machine has no power.

The Error indicator flashes.

Nothing appears on the display.

The machine has no power.

Is the power cord plugged in securely?

Check that the power cord is securely plugged into the machine and into the wall outlet. If the machine is plugged into a power strip, make sure the power strip is plugged in and turned ON.

Is the power cord supplying power?

Use a different power cord, or test the cord for continuity using a voltmeter.

Is the main power switch turned ON?

Turn ON the main power switch.

The Error indicator flashes.

Does the machine feed paper correctly, or is there paper in the paper drawer or stack bypass tray?

Clear the paper jam, or load paper in the paper drawer or stack bypass tray. (For instructions on clearing paper jams, See "Clearing Jams." For instructions on loading paper, see "Loading Paper.")

If the machine has no paper jam, or if paper is loaded in the paper drawer or stack bypass tray, turn OFF the main power switch and wait for more than 10 seconds, then turn it ON again. If the problem is fixed, the Error indicator will turn off, and the display will return to the Main Menu screen. If the Alarm indicator the flashing, unplug the machine and contact your local authorized Canon dealer.

Nothing appears on the display.

Is the power cord plugged in securely?

Check that the power cord is securely plugged into the machine and into the wall outlet. If the machine is plugged into a power strip, make sure the power strip is plugged in and turned ON.

Is the main power switch turned ON?

Turn ON the main power switch.

Is the machine in Sleep mode?

Press (Power) on the operation panel to cancel the Sleep mode.



Paper Feeding Problems

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Paper does not feed properly.

Multiple sheets feed together into the machine.

Repeated paper jams occur.

Paper does not feed properly.

Is the paper loaded correctly?

Make sure the paper is correctly loaded. (See "Loading Paper.")

Does the machine contain too many sheets?

Make sure you load the correct quantity. (See "Paper Requirements.")

Multiple sheets feed together into the machine.

Is the paper loaded correctly?

Make sure the paper is correctly loaded. (See "Loading Paper.")

Does the machine contain too many sheets?

Make sure you load the correct quantity. (See "Paper Requirements.")

Are different types of paper loaded in the machine?

Load only one type of paper.

Make sure you load paper that meets the requirements for use. (See "Paper Requirements.")

Let the paper run out before refilling the machine. Avoid mixing new stock with the paper already loaded.

Repeated paper jams occur.

Is the correct type of paper loaded in the machine?

Make sure you load paper that meets the requirements for use. (See "Paper Requirements.")



Fax Problems

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This section describes how to solve fax problems. Please refer to the Sending/Receiving Problems if you cannot find any solutions to meet your problems.


Sending Problems (Fax)

Receiving Problems (Fax)


Sending Problems (Fax)

Return to Overview


Cannot send a fax.

Faxes sent from the machine are spotted or dirty.

Sending of documents is too slow.

Cannot send using Error Correction Mode (ECM).

Errors occur frequently while sending.

Entering the fax number is required again after pressing (Start).

Cannot send the documents to multiple recipients.

The documents you sent are too light.

Cannot recall from <Specify from Log>.

Cannot send a fax.

Did you just turn ON the main power switch?

Wait for a while. After turning ON the main power switch, the machine cannot scan documents immediately.

Is the machine set for the correct telephone line type?

Make sure the machine is set for the correct telephone line type.

Is your machine in the Send mode?

Use [] , [] or (Scroll Wheel) to select <Scan to Send>, then press [OK] to display the Send Type Selection screen.

Are the originals loaded correctly?

Make sure the originals are correctly loaded. (See "In the Feeder.")

Make sure the scanning platform and back cover are fully closed. (See "Paper Jams.")

Is the One-touch or Address Book you entered registered correctly?

Check that the Address Book settings are registered correctly. (See "Storing/Editing Address Book.")

Did you dial the correct number?

Check that you have the correct number.

Is the machine in the Sleep mode?

The machine does not scan originals if it is in the Sleep mode. To take the machine out of the Sleep mode, press (Power) on the control panel.

Is the recipient's machine out of paper?

Ask the recipient to make sure paper is loaded in the machine.

Are there other documents being sent from memory?

Allow time for the documents to finish sending.

Has an error occurred during transmission?

Check the display for an error message. (See "Error Messages.")

Is the telephone cable connected properly?

Make sure the cable is connected properly. (See "Connect Telephone Cables.")

Is the telephone line working properly?

Make sure there is a dial tone when you select <Hook> on the <Enter Fax with Numeric Keys> screen or when you lift the optional handset or handset of the external telephone connected to the machine. If there is no dial tone, contact your local telephone company.

Is the recipient's machine a G3 fax machine?

Make sure the recipient's machine is compatible with your machine.

Is BUSY/NO SIGNAL shown on the ERROR TX REPORT?

The fax number you dialed is busy. Try sending the document later.

The recipient's machine is not working. Ask the recipient to check the machine.

Did the recipient's machine answer within 35 seconds (after all automatic redialing attempts)?

Ask the recipient to check the machine. For an overseas call, add pauses to the registered number. (See "Dialing an Overseas Number (With Pauses) (Fax).")

Is the Processing/Data indicator lit?

The external phone is busy. Please wait until the external phone becomes free.

Is the machine overheated?

Unplug the machine and let it cool for about 5 minutes. Then plug in the machine and try sending again.

Faxes sent from the machine are spotted or dirty.

Is the recipient's machine working properly?

Check the machine by making a copy. If the copy is clear, the problem may be in the recipient's machine. If the copy is spotted or dirty, clean the scanner components. (See "Scanning Area.")

Are the originals loaded correctly?

Make sure the originals are correctly loaded. (See "In the Feeder.")

Are the scanning components of the machine clean?

If the copy is spotted or dirty, clean the scanning components. (See "Scanning Area.")

Sending of documents is too slow.

Are documents being sent at a high resolution?

It is recommended that you send text-only documents with a lower resolution.

Is Error Correction Mode (ECM) set to <On>?

Because ECM corrects errors during a transmission, any problems on the line can mean that the transmission will take extra time. Set <ECM TX> to <Off>. (See "ECM Transmission (Fax).")

Cannot send faxes using Error Correction Mode (ECM).

Does the recipient's machine support ECM?

If the recipient's machine does not support ECM, the document is sent in normal mode without error checking.

Errors occur frequently while sending.

Are the telephone lines in poor condition, or do you have a bad connection?

Check if there is a device nearby that interferes with signal transmission (e.g., microwave oven).

Lower the transmission speed. (See "System Management Settings.")

Entering the fax number is required again after pressing (Start).

Is <Confirm Entered Fax No.> set to <On>?

When <Confirm Entered Fax No.> is set to <On>, you need to enter the fax number again after pressing (Start). (See "Confirming Entered Fax Numbers.")

Cannot send the documents to multiple recipients.

Is <Restrict Seq. Broadcast> is set to <Prohibit Broadcast>?

When <Restrict Seq. Broadcast> is set to <Prohibit Broadcast>, you cannot send the documents to multiple recipients. (See "Restricting Broadcasting.")

The documents you sent are too light.

Is the density setting set too light?

Adjust the density to make light documents darker. (See "Adjusting Density (Fax).")

Cannot recall from <Specify from Log>.

Is <Restrict Sending From Log> set to <On>?

When <Restrict Sending From Log> is set to <On>, recalling is not available. (See "Restricting Recall.")



Receiving Problems (Fax)

Return to Overview


Cannot receive a fax automatically.

No automatic switching between telephone and fax calls.

Cannot receive a document manually.

Print quality is poor.

Faxes do not print.

Received faxes print blotched or unevenly.

Part of the documents received are cut off.

Cannot receive using Error Correction Mode (ECM).

Receiving of documents is too slow.

Cannot get documents from information services.

Errors occur frequently while receiving.

Cannot print received documents on both sides of the paper.

Cannot receive a fax automatically.

Is the machine set to receive automatically?

Make sure that the <Reception Mode Selection> in <RX Settings> is set to <Fax/Tel Auto Switch>, <Auto RX>, <Answer Mode>, or <Net Switch>. If you have set <Answer Mode>, confirm that an answering machine is connected to the machine and that it is turned on with an outgoing message properly recorded. (See "Methods for Receiving Faxes.")

Are documents stored in memory, leaving little or no memory available?

Print, send, or delete any documents stored in memory.

Has an error occurred during reception?

Check the display for an error message. (See "Error Messages.")

Is paper loaded in the machine?

Make sure the paper is correctly loaded. (See "In the Paper Drawer.")

Is the telephone cable connected properly?

Make sure the cable is connected properly. (See "Connect Telephone Cables.")

No automatic switching between telephone and fax calls.

Is the machine set to switch automatically between telephone and fax calls?

Make sure that the <Reception Mode Selection> in <RX Settings> is set to <Fax/Tel Auto Switch>, <Answer Mode>, or <Net Switch>. If you have set <Answer Mode>, confirm that an answering machine is connected to the machine and that it is turned on with an outgoing message properly recorded. (See "Methods for Receiving Faxes.")

Are documents stored in memory, leaving little or no memory available?

Print, send, or delete any documents stored in memory.

Has an error occurred during reception?

Check the display for an error message. (See "Error Messages.")

Is paper loaded in the machine?

Make sure the paper is correctly loaded. (See "In the Paper Drawer.")

Can the sender's machine send the CNG signal, which tells your machine that the incoming call is a fax call?

Some machines cannot send this signal. In such cases, receive the fax manually.

Cannot receive a document manually.

Is the machine set to receive manually?

Make sure that the <Reception Mode Selection> in <RX Settings> is set to <Manual RX>. (See "Methods for Receiving Faxes.")

If you set <Manual/Auto Switch> to <On>, the machine will receive faxes automatically even when the receive mode is set to <Manual RX>. (See "Adjusting the Auto Switch Time for the Manual RX Mode (Fax).")

Did you hang up the external telephone before pressing [Start] or dialing the remote reception ID?

Always press (Start) or dial the remote reception ID before hanging up. Otherwise you will disconnect the call.

Are originals loaded in the feeder?

Remove the originals from the feeder, and then try to receive faxes. If you press (Start) with originals loaded in the feeder, the machine starts to send faxes.

Print quality is poor.

Is the toner low?

Replace the toner cartridges. (See "Replacing the Toner Cartridges.")

Is the correct type of paper loaded in the machine?

Make sure you load paper that meets the requirements for use. (See "Paper Requirements.")

Is the sender's machine functioning properly?

Ask the sender to check that the scanning components of the machine are clean.

Faxes do not print.

Have you removed the plastic seal from the toner cartridges?

Make sure you remove the seal from the cartridges. (See "Replacing the Toner Cartridges.")

Are the toner cartridges installed properly?

Make sure the toner cartridges are installed properly. (See "Replacing the Toner Cartridges.")

Are the toner cartridges out of toner?

Replace the toner cartridges. (See "Replacing the Toner Cartridges.")

Is the correct size of paper loaded in the machine?

Make sure you load paper that meets the requirements for use. (See "Paper Requirements.")

Change <Paper Settings>. (See "Setting Paper Size and Type.")

Received faxes print blotched or unevenly.

Is <ECM RX> set to <On>?

ECM (Error Correction Mode) should eliminate such problems. (See "ECM Reception (Fax).") However, if the telephone lines are in poor condition, ask the sender to send faxes again.

Is the sender's machine functioning properly?

Ask the sender to check that the scanning components of the machine are clean.

Part of the documents received are cut off.

Are the slide guides of the paper drawer set to the size of the paper?

Adjust the guides of the paper drawer to the size of the paper.

Have you specified the correct paper size for the paper drawer?

Specify the correct paper size for the paper drawer.

Is the toner low?

Replace the toner cartridges. (See "Replacing the Toner Cartridges.")

Cannot receive using Error Correction Mode (ECM).

Does the sender's machine support ECM?

If the sender's machine does not support ECM, the document is received in normal mode without error checking.

Receiving of documents is too slow.

Is ECM (Error Correction Mode) set to <On>?

Because ECM corrects errors during a transmission, any problems on the line can mean that the transmission will take extra time. Set <ECM RX> to <Off>. (See "ECM Reception (Fax).")

Is the resolution of the sender's machine set too high?

Contact the sender and make sure the resolution of the sender's machine has been set properly.

Cannot get documents from information services.

Is your machine set up for a tone dialing type telephone line?

Press (Tone) to set up the machine for tone dialing.

Do you receive messages from the information services such as instructions to press (Start) after the beep to receive?

When you hear the beep sound, press (Start).

Errors occur frequently while receiving.

Are the telephone lines in poor condition, or do you have a bad connection?

Check if there is a device nearby that interferes with signal reception (e.g., microwave oven).

Lower the reception speed. (See "System Management Settings.")

Is the sender's machine functioning properly?

Ask the sender to check that the machine is functioning properly.

Cannot print received documents on both sides of the paper.

Is <2-Sided Print> in <RX Settings> set to <On>?

Make sure that <2-Sided Print> in <RX Settings> is set to <On>. (See "Printing Received Documents on Both Sides of Paper (Fax).")



Sending/Receiving Problems

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This section describes how to solve send problems such as e-mail and I-fax. Please refer to the Fax Problems if you cannot find any solutions to meet your problems.


Sending Problems

Receiving Problems


Sending Problems

Return to Overview


Document cannot be sent to an e-mail address, I-fax address or file server.

Memory fills up immediately when you try to send.

The documents you sent are too light.

Cannot recall from <Specify from Log>.

Cannot send the documents to multiple recipients.

Document cannot be sent to an e-mail address, I-fax address or file server.

Did you just turn ON the main power switch?

Wait for a while. After turning ON the main power switch, the machine cannot send documents immediately.

Did you enter the correct e-mail or I-fax address, or is the correct e-mail or file server address registered in the Address Book?

Make sure you entered the correct e-mail address, or that the e-mail, I-fax, or file server address registered in the Address Book is correct.

If you are sending an e-mail or I-fax message are the SMTP Server and DNS Server settings correct?

Check the SMTP Server and DNS Server settings.

If you are sending to a file server, are the user and password settings correct?

Check the user and password settings, and send the document again.

If you are sending to a file server, are the shared folder settings correct?

Check the shared folder settings. (See "Setting Shared Folder.")

Memory fills up immediately when you try to send.

Are you sending at a high resolution?

If you want to keep your document quality, divide the document into parts and send them separately.

If your document does not contain fine text or photographs, select a lower resolution.

If your document contains fine text or photographs, send it directly rather than using a memory transmission.

Is a document stored in memory, leaving little memory available?

Print, send, or delete any documents stored in memory.

The documents you sent are too light.

Is the density setting set too light?

Adjust the density to make light documents darker. (See "Adjusting Density (E-Mail).")

Cannot recall from <Specify from Log>.

Is <Restrict Sending From Log> set to <On>?

When <Restrict Sending From Log> is set to <On>, recalling is not available. (See "Restricting Recall.")

Cannot send the documents to multiple recipients.

Is <Restrict Seq. Broadcast> is set to <Prohibit Broadcast>?

When <Restrict Seq. Broadcast> is set to <Prohibit Broadcast>, you cannot send the documents to multiple recipients. (See "Restricting Broadcasting.")



Receiving Problems

Return to Overview


The machine does not receive documents (e-mail, I-fax, or file server).

Print quality is poor.

Part of the documents received are cut off.

Cannot print received documents on both sides of the paper.

The machine does not receive documents (e-mail, I-fax, or file server).

Are network settings specified?

Documents cannot be received if the appropriate network settings are not specified. Confirm this with your system administrator.

Print quality is poor.

Is the toner low?

Replace the toner cartridges. (See "Replacing the Toner Cartridges.")

Is the correct type of paper loaded in the machine?

Make sure you load paper that meets the requirements for use. (See "Paper Requirements.")

Is the sender's machine functioning properly?

Ask the sender to check that the scanning components of the machine are clean.

Part of the documents received are cut off.

Are the slide guides of the paper drawer set to the size of the paper?

Adjust the guides of the paper drawer to the size of the paper.

Have you specified the correct paper size for the paper drawer?

Specify the correct paper size for the paper drawer.

Is the toner low?

Replace the toner cartridges. (See "Replacing the Toner Cartridges.")

Cannot print received documents on both sides of the paper.

Is <2-Sided Print> in <RX Settings> set to <On>?

Make sure that <2-Sided Print> in <RX Settings> is set to <On>. (See "Printing Received Documents on Both Sides of Paper (E-Mail).")



Copying Problems

Return to Overview


Blank paper comes out from the machine.

Copy is too light or has uneven density.

Color shift occurs.

Copy has vertical white streaks.

Copy is spotted or dirty.

Paper jams occur.

Copy is skewed.

Copy is not clear.

Originals are copied in <Calendar Type Copy> even if <Book Type Copy> is selected (or vice versa).

The alarm sounds or <The memory is full.> appears on the display when making copies.

Copying is interrupted.

Blank paper comes out from the machine.

Have you removed the plastic seal from the toner cartridges?

Make sure you remove the seal from the cartridges. (See "Replacing the Toner Cartridges.")

Are the toner cartridges installed properly?

Make sure the toner cartridges are installed properly. (See "Replacing the Toner Cartridges.")

Are the toner cartridges out of toner?

Replace the toner cartridges. (See "Replacing the Toner Cartridges.")

Copy is too light or has uneven density.

Is the toner low?

Replace the toner cartridges. (See "Replacing the Toner Cartridges.")

Color shift occurs.

Are you copying thicker originals on the feeder?

Set thick originals on the platen glass to scan them properly.

Copy has vertical white streaks.

Is the toner low?

Replace the toner cartridges. (See "Replacing the Toner Cartridges.")

Copy is spotted or dirty.

If the copy is dirty, clean the interior of the machine (components), the feeder roller, and the scanning area. (See "Scanning Area.")

Paper jams occur.

Make sure the scanning platform and back cover are fully closed. (See "Paper Jams.")

Is the paper loaded correctly?

Make sure the paper is correctly loaded. (See "Loading Paper.")

Is the correct type of paper loaded in the machine?

Make sure you load paper that meets the requirements for use. (See "Paper Requirements.")

Copy is skewed.

Is the paper loaded correctly?

Make sure the paper is correctly loaded in the machine. (See "Loading Paper.")

Make sure the paper delivery slot is free of obstructions.

Copy is not clear.

Is the correct type of paper loaded in the machine?

Make sure you load paper that meets the requirements for use. (See "Paper Requirements.")

Are you copying on the wrong side of the paper?

Some types of paper have a "correct" side for copying. If the copy quality is not as clear as you think it should be, try copying on the other side of the paper.

Have you performed the full correction with <Auto Gradation Correction>?

Adjust the gradation in order to obtain the optimum print results.

Originals are copied in <Calendar Type Copy> even if <Book Type Copy> is selected (or vice versa).

Are you copying horizontal originals?

For horizontal originals, the front and back sides of the copy will have the opposite top-bottom orientation when <Book Type Copy> is selected. When <Calendar Type Copy> is selected, the front and back side of the copy will have the same top-bottom orientation. (See "2-Sided Copying.")

The alarm sounds or <The memory is full.> appears on the display when making copies.

Is the machine's memory full?

Check the remaining memory. (See "Checking the Device Information.")

Copying is interrupted.

Are you copying with the color mode set to <Black>?

When making copies in the <Black> mode, copying may be interrupted to make adjustments to the machine. In some cases the adjustment may take more than 20 seconds. Copying will resume when the adjustment is complete.



Printing Problems

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Indicators are off and the display is blank.

Printing does not start.

The machine does not work.

Cannot print or store a job.

Paper is excessively curled after coming out of the machine.

Printer is not using the font you want.

One edge of the document is cut off.

The machine is printing garbled text.

The printout is too light or too dark.

Spots appear on the front and back of the printed pages.

Stripes appear on multiple sheets in sequence.

Blank paper comes out from the machine.

Printout is too light or has uneven density.

Printout has vertical white streaks.

Printout is spotted or dirty.

Paper jams occur.

Printout is skewed.

Toner does not set well. (Parts of images drop out, printout is soiled with loose toner.)

Faint images are printed on the blank part of the page.

Printed paper are curled.

Cannot print two-sided documents.

Printing is interrupted.

Indicators are off and the display is blank.

Is the main power switch turned ON?

Check the main power switch to ensure that the machine is turned ON.

Is the power cord plugged in securely?

Check the power cord and make sure it is connected at both ends.

Is the power cord supplying power?

Check the AC outlet. Consult an electrician or the local power company. If you are using a power strip, ensure that the power lead is connected at the source and turned ON.

Printing does not start.

Is the output tray full of paper during the print job?

Remove the paper in the tray.

Does the machine properly connect to the host computer?

Check the cable connection between the host computer and machine. (See "Set Up Computers and Software," in the Starter Guide.)

Is a message displayed on the display?

Follow the instructions in the message.

Does the paper size set in the drawer match the paper size you have set in the application software?

Change the paper in the selected drawer to match the paper size you have set in the application software (or to match the size you have set for enlarging/reducing copy). Print again.

Select the drawer with the appropriate paper size you have set up in the application software (or to the size you have set for enlarging/reducing copy). Print again.

Is there paper in the drawer or the stack bypass?

Load paper.

The machine does not work.

Is a message displayed on the display?

Follow the instructions in the message.

Cannot print or store a job.

Is the total number of pages in all jobs within the limit which can be processed?

Delete other processes, cancel other jobs being processed, or wait until those jobs are finished, then print again.

Divide the job, then print again.

Paper is excessively curled after coming out of the machine.

Does your paper curl too easily?

Ensure that the paper you are using meets the specifications. Remove the paper stack, turn it over, reload in the drawer and try again. (See "Paper Requirements.")

Printer is not using the font you want.

Have you specified an available font?

Check whether the font you specified is available with the machine.

One edge of the document is cut off.

Do the graphics or text fit within the specified printable area?

Use your software application to adjust the margins of the page. Make sure that your software application is not trying to print graphics or text outside the printable area. (See the application software manual.)

The machine is printing garbled text.

When you set up or installed your software application, did you select the appropriate printer?

Make sure the correct printer is selected. (See "Set Up Computers and Software," in the Starter Guide.)

Is the length of your interface cable correct?

Using a USB cable of 3 meters or shorter is recommended. If your USB cable is longer than this, replace it with a shorter one.

Is the machine plugged into an outlet shared with another electrical device capable of generating noise, such as a photocopier, shredder or air conditioner?

Plug the machine into a different outlet or consult a qualified technician to install a noise filter.

The printout is too light or too dark.

Are the toner density settings correct?

Adjust the toner density and print the data again. (See "Toner Density.")

Is <Save toner> in <Printing Adjustment> set to <On>?

<Save Toner> in <Print Quality> may be <On>. Set <Save Toner> to <Off> and print again.

Spots appear on the front and back of the printed pages.

Is the fixing roller inside the fixing unit dirty?

Clean the fixing roller. (See "Cleaning the Fixing Unit.")

Stripes appear on multiple sheets in sequence.

Is the cartridge damaged?

Contact your local authorized Canon dealer. The cartridge may be damaged.

Blank paper comes out from the machine.

Have you removed the plastic seal from the toner cartridges?

Make sure you remove the seal from the cartridges. (See "Replacing the Toner Cartridge with a New One.")

Are the toner cartridges installed properly?

Make sure the toner cartridges are installed properly. (See "Replacing the Toner Cartridge with a New One.")

Are the toner cartridges out of toner?

Replace the toner cartridges. (See "Replacing the Toner Cartridge with a New One.")

Printout is too light or has an uneven density.

Is the toner low?

Replace the toner cartridges. (See "Replacing the Toner Cartridge with a New One.")

Printout has vertical white streaks.

Is the toner low?

Replace the toner cartridges. (See "Replacing the Toner Cartridge with a New One.")

Printout is spotted or dirty.

If the copy is spotted or dirty, clean the scanning components and machine's interior (See "Cleaning the Machine.")

Have you performed the full correction with <Auto Gradation Correction>?

Adjust the gradation in order to obtain the optimum print results.

Paper jams occur.

Make sure the scanning platform and back cover are fully closed. (See "Paper Jams.")

Is the paper loaded correctly?

Make sure the paper is correctly loaded. (See "Loading Paper.")

Is the correct type of paper loaded in the machine?

Make sure you load paper that meets the requirements for use. (See "Paper Requirements.")

Printout is skewed.

Is the paper loaded correctly?

Make sure the paper is correctly loaded in the machine. (See "Loading Paper.")

Make sure the Output tray is free of obstructions. (See "Machine Components.")

Toner does not set well. (Parts of images drop out, printout is soiled with loose toner.)

Is the correct type of paper loaded in the machine?

Make sure you load paper that meets the requirements for use. (See "Paper Requirements.")

If the paper type setting is <Plain 1>, change the setting to <Plain 2>.

Are you printing on the wrong side of the paper?

Some types of paper have a "correct" side for printing. If the printout quality is not as clear as you think it should be, try printing on the other side of the paper

Faint images are printed on the blank part of the page.

If the paper type setting is <Plain 2>, <Heavy 1> or <Heavy 2>, change the setting as follows:

  • <Plain 2>→<Plain 1>
  • <Heavy 1>→<Plain 2>
  • <Heavy 2>→<Heavy 1>

Printed paper are curled.

Set <Special Mode P> to <On>*. (See "Reducing Paper Curl (Special Mode P).")
*This may cause the print speed to be slower than normal.

Cannot print two-sided documents.

Are the printer driver settings correctly set for two-sided printing?

Make sure that the printer driver is correctly set. (See Online Help.)

Printing is interrupted.

Are you printing with the color mode set to <Black and White> mode (or grayscale mode)?

When making prints in the <Black and White> mode (or grayscale mode), printing may be interrupted to make adjustments to the machine. In some cases the adjustment may take more than 20 seconds. Printing will resume when the adjustment is complete.



Telephone Problems

Return to Overview


Cannot dial.

Telephone disconnects while talking.

Calls do not connect, or the wrong number is dialed.

Cannot dial.

Is the telephone cable connected properly?

Make sure the cable is connected properly. (See "Connect Telephone Cables.")

Is the power cord plugged in securely?

Check that the power cord is securely plugged into the machine and into the wall outlet. If the machine is plugged into a power strip, make sure the power strip is plugged in and turned ON.

Is the main power switch turned ON?

Turn ON the main power switch.

Is the machine set for the correct telephone line type?

Make sure the machine is set for the correct telephone line type.

Telephone disconnects while talking.

Is the telephone cable connected properly?

Make sure the cable is connected properly. (See "Connect Telephone Cables.")

Is the telephone cable defective?

Use another cord.

Calls do not connect, or the wrong number is dialed.

Did you check for the dial tone before entering the telephone number?

Make sure to check for the dial tone before entering a telephone number. If you enter the number before hearing the dial tone, the call may not connect or the wrong number may be dialed.



Network Problems

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The printer port name is not displayed in [Print to the following port(s)].

The machine automatically connects to a destination other than the intended destination via its dial-up access (when a dial-up router is connected to the network).

Detailed information concerning the machine cannot be set or browsed using the Remote UI or utility.

Unable to send data/share files (FTP).

Unable to send data/share files (Windows File Sharing).

The printer port name is not displayed in [Print to the following port(s)].

Are the machine and cable properly connected?

Check that the machine is connected to the network using the proper cable, then restart the machine. (See "Setting and Checking the IP Address.")

Is the computer that is printing properly set up?

Make sure the proper printer driver is installed. (See "Set Up Computers and Software," in the Starter Guide.)

Make sure the correct machine is set as the output destination for the computer that is printing in [Printers and Faxes] or [Printers].

The machine automatically connects to a destination other than the intended destination via its dial-up access (when a dial-up router is connected to the network).

Does the dial-up router send packets via broadcast?

If the dial-up router does not have to send packets via broadcast, change the router settings to ensure that it sends packets via a method other than broadcast. If the dial-up router has to send packets via broadcast, check that the settings are correct.

Dose the file or mail server's host name or IP address set on the machine exist on the network?

Check that the file or mail server's host name or IP address set on the machine is correct.

Does the DNS server exist on an external network?

If you attempt to access a device on the network to which the machine is connected, with the DNS server on an external network, set the destination using an IP address, not a host name.

Is the device's information set on the DNS server on the network to which the machine is connected correct?

If information about a device on an external network is set on the DNS server on the network to which the machine is connected, check the settings.

Detailed information concerning the machine cannot be set or browsed using the Remote UI or utility.

Are the settings for <IP Address Range Settings> correct?

If the settings for <IP Address Range Settings> do not permit the IP address of a computer on which the Remote UI or utility is used, you cannot set the machine setting items or browse information on the machine. Check the settings for <IP Address Range Settings>. (See "Controlling Machine Access Using IPv4 Addresses" or "Controlling Machine Access Using IPv6 Addresses.")

Are the settings for <Receiving MAC Address> correct?

If the MAC address of a computer specified in <Receiving MAC Address> is not correct, you cannot set the machine setting items or browse information on the machine. Check the settings for <Receive MAC Address Set.>. (See "Limiting Machine Access to a Certain MAC Address.")

Is <Use SNMP> or <Dedicated Port Settings> is to <Off>?

Set <Use SNMP> and <Dedicated Port Settings> to <On>. (See "Setting SNMP.")

Does the SNMP community name match?

If an SNMP community name different from the one stored in the machine is used to access the machine from a utility, the utility will not detect the machine. If this happens, check the SNMP community name. (See "Setting SNMP.")

Unable to send data/share files (FTP).

Is the FTP server set correctly?

Check the following (if you are using Windows, perform these from the MS-DOS prompt):

  • Example using UNIX, where the FTP server has the IP address:

192.168.1.195
U:>ftp 192.168.1.195 *Connect to server Connected to 192.168.37.195.220 canmfs FTP server (UNIX(r) System V Release 4.0) ready.
User (192.168.37.195:(none)): user_name *User login
331 Password required for user_name.
Password: *Enter password
230 User user_name logged in.
ftp> cd /export/share *Move to data destination directory
250 CWD command successful.
ftp> bin *Set data transfer type (binary)
200 Type set to I.
ftp> put sample.tif *Set transfer file name for verification
ftp> bye *Cut off server connection
221 Goodbye
If, after checking the above, the file sharing still does not operate normally, consult the network administrator for the environment you are using.

Is the machine's address [User] setting correct?

Ensure that the machine's address [User] setting does not contain spaces after the user name.

Was the machine turned OFF while sending data to the FTP server (if a Windows 2000/XP/Vista/7/Server 2003/Server 2008 FTP server is being used)?

If power to the machine is turned OFF while data is being sent to the FTP server, the FTP server may hold the data in a writing-in-progress state. Therefore, this data cannot be overwritten even when the machine reconnects and sends the same data again. Stop the FTP server temporarily and delete the held data, so that it can be sent again.

Unable to send data/share files (Windows File Sharing).

Are the file sharing settings for the shared folder correct?

Check the following settings:

  • On the computer you are using, go into Windows Explorer → double-click [Entire Network] → check that the computer you want to share is listed there. You can also check for the computer as follows: On the [Start] or [start] menu, point to [Find] → [Computer] → enter the name of the computer you want to share → check that the computer is on the network.
  • If the computer you want to share is listed, double-click its icon to see whether the shared name of the folder you want to share is listed.
  • If the name of the shared folder does not appear, see "Setting Shared Folder" and check the shared folder settings.

Is an error message or code displayed on the display of the machine?

After confirming the error message, see "Error Messages" and perform the necessary operations according to the error message displayed.



Uninstalling Software

If the printer driver or fax driver become unnecessary, follow the procedure below to uninstall them.


Remark
  • Confirm the following before performing the uninstallation
  • That you have the installation software (if you want to re-install the drivers)
  • No applications are running on your computer
  • For uninstallation, you must be the user with administrative privileges.
  1. From the Windows task bar, [Start] or [start] menu, click [Programs] or [All Programs] → [Canon] → [Canon Printer Uninstaller] → select the uninstaller for the driver you want to uninstall.
  1. In the [Delete Printer] dialog box, select the printer driver you want to delete.
  • If you click [Cleanup], all the files and registry information related to the selected driver are deleted. Click [Delete] to perform a normal uninstallation of the driver.
  1. Click [Delete].
  1. Click [Yes] to confirm the deletion.
  1. Click [Exit] in the [Delete Printer] dialog box.