Identifying and Isolating Problems

You may experience problems while operating the machine. Take a minute to see if you have a simple solution to your problem before contacting your local authorized Canon dealer.

Paper Jam Problems

Paper is jammed.

Paper or an original is jammed in the machine.

Remove the jammed paper or original from the machine. (Clearing Paper Jams)
Paper jams occur frequently.

Paper bits are left inside the machine.

Pulling jammed paper out of the machine by force may leave parts of the paper torn inside, leading to frequent paper jams. Make sure that all the torn pieces are removed if the jammed paper tears inside the machine. (Clearing Paper Jams)

The paper type setting is incorrect.

Set the appropriate paper type. (Identifying the Type of Paper in a Paper Source)

The paper guides are incorrectly set.

Make sure that the paper guides in each paper drawer match the size of the paper loaded. Incorrectly set paper guides may cause frequent paper jams. (Adjusting a Paper Drawer to Hold a Different Paper Size)

The paper used is unsuitable for the printer.

Make sure that the paper used meets the paper requirements. (Available Paper Stock)
Check for unsuitable paper types. If you are printing on paper that curls easily, such as lightweight paper or recycled paper, Special Mode P may reduce the frequency of paper jams. (Preventing Paper Curl Due to Paper Type)
Check for unsuitable paper conditions. Do not use severely curled or wrinkled paper. (Loading Paper) In a high-humidity environment, Special Mode N may reduce the frequency of paper jams. (Preventing Paper Curl or Jams Caused by a High-humidity Environment)

Paper is preprinted.

If you are printing on the back side of printed paper, use Special Mode O. (Preventing Paper Jams when Printing on the Back Side of Printed Paper) Avoid using paper on which color images have been copied, or paper which has been printed on using a thermal transfer printer (or the reverse side of such paper).
The machine does not become operational after all the jammed paper has been removed.

At least one of the covers is left open.

Close all the open covers and return all the levers to their original position. Insert each paper drawer as far as it will go. (Loading Paper)

Print Quality Problems

Originals are not copied clearly.

The machine’s platen glass/cover is dirty.

Clean the platen glass and cover. (Platen Glass and Cover)

The feeder scanning area is dirty.

Clean the feeder scanning area. (Feeder Scanning Area and Rollers)
Black streaks appear on prints.

The feeder (scanning area/rollers), fixing unit, or drum is dirty.

Clean the feeder scanning area and rollers. (Feeder Scanning Area and Rollers, Automatic Feeder Cleaning) If the problem persists, clean the fixing unit. (Fixing Unit Cleaning) If the problem persists, clean the drum. (Drum Cleaning)
Print density is irregular.

The machine’s transfer output is not appropriate for the paper used.

Use Special Mode M. This mode enables you to select the machine’s transfer output from three levels. (Improving Print Quality and Density)

The machine’s print speed is too high for the paper used.

Use Special Mode G. This mode improves print quality by reducing the machine’s print speed, thus allowing more time for the toner to become fixed on the paper. (Adjusting Print Speed for Higher Print Quality)
Dots, lines, or stains appear on prints.

The machine’s platen glass/cover is dirty.

Clean the platen glass and cover. (Platen Glass and Cover)

The feeder scanning area is dirty.

Clean the feeder scanning area. (Feeder Scanning Area and Rollers)
Use the Auto Adjustment for Dirty Feeder mode. This mode prevents dirt and grime in the feeder from appearing on your copies and prints. (Feeder Smudge Adjustment)
Images are obliquely printed.

The original or paper placed is not aligned to the appropriate guides or edges.

Make sure that the original and paper are placed properly.
The backside of the prints is smudged.

The transfer roller is dirty.

Clean the transfer roller. (Transfer Roller Cleaning)
Toner smudges or bleeds easily on prints.

In a high-humidity environment, excessive moisture inside the machine may cause toner to smudge or bleed on prints.

Use Special Mode F. This mode prevents excessive moisture inside the machine from adversely affecting prints. (Preventing Toner from Smudging or Bleeding on Prints)

Other Problems

Staples are jammed.

Staples are jammed in the finisher.

Remove the jammed staples from the finisher. (Clearing Staple Jams)
Prints are not delivered to the additional paper output tray.

None of the functions have been selected for Tray B, so no prints are delivered to it.

Select the desired functions for Tray B. The prints for the selected functions are delivered to the additional paper output tray. (Tray Designation)

The optional Inner 2 Way Tray is not enabled.

Enable the optional Inner 2 Way Tray. (Other System Settings) After the Inner 2 Way Tray is enabled, select the desired functions for Tray B. (Tray Designation)
There is a wait time while making prints.

A certain wait time is required to resume printing when you continue to make copies after copying on A4R, A5, or A5R paper.

Use Special Mode S to reduce the wait time for your next job. (Reducing Wait Time for the Next Job)

The machine is printing in the Rotate + Collate mode.

Use the Rotate Collate Adjustment Mode to give priority to speed over image quality. (Adjusting Output Speed in the Rotate + Collate Mode)
Black streaks appear on the original after passing through the feeder.

The feeder scanning area/rollers are dirty.

Clean the feeder scanning area and rollers. (Feeder Scanning Area and Rollers, Automatic Feeder Cleaning)
Some keys are missing in the on-screen keyboard.

If the Language Switch setting is set to ‘On’, some characters are restricted and cannot be entered.

Set the Language Switch setting to ‘Off’ to allow entry by all characters. (Changing the Language on the Display)
The optional equipment attached to the machine is not displayed on the printer driver.

The printer configuration has not been updated since the printer driver installation.

If the machine is connected to a networked Windows computer, update the printer configuration by clicking [Get Device Status] on the Device Settings sheet of the printer driver. (If the machine is shared with other network users via a print server, the Canon Driver Information Assist Service must be installed in the server computer.) If the machine is used as a local printer (connected to an LPT port, USB port, etc.), manually set the printer configuration. (See the Printer Driver Installation Guide.)
For instructions on how to check or change the printer configuration of the printer driver on a Macintosh computer, see the Mac Printer Driver Installation Guide.

Sending Problems

Document cannot be sent.

The specified destination is incorrect.

Check the destination setting of the recipient.

The destination stored in the Address Book is incorrect.

Check the destination in the Address Book. (Editing/Deleting the Registered Information in the Address Book)

Some trouble has occurred in the recipient’s machine.

Make sure the recipient’s machine can receive documents. If it cannot, check to see whether the machine is switched OFF, is out of recording paper, or has insufficient available memory.

The telephone line type setting is incorrect.

Check the type of telephone line that has been set. (Selecting the Type of Telephone Line)
Document cannot be sent to an e-mail address, I-fax address, or file server.

If you are sending an e-mail or I-fax, the SMTP server and DNS server settings are incorrect.

Check that SMTP Server in E-mail/I-Fax and DNS Server in IPv4 Settings or IPv6 Settings are set correctly. (Setting up the Machine for Your Network Environment)

If you are sending to a file server, the user and password settings are incorrect.

Check that the user name and password you specified match the user accounts (user name and password) registered to the computer (file server). (Setting up Computers to Use Print and Send Functions)

If you are sending to a file server, the shared folder settings are incorrect.

Check the shared folder settings. (Setting up Computers to Use Print and Send Functions)
Memory is full.

There is insufficient memory available.

Delete unwanted documents and documents with errors from memory to increase the amount of available memory. (Checking / Changing the Status of Documents Received in Memory)
The document does not print clearly on the recipient’s machine.

The platen glass of your machine is dirty.

Make a few copies using your machine. If streaks appear on the copies, clean the platen glass. (Routine Maintenance)
The density of the documents sent to a recipient’s machine is too light.

The density setting is set towards ‘Light’ and the original type setting is set to ‘Photo’.

Change the density setting towards ‘Dark’ and the original type setting to ‘Text’, and send the document again. (Adjusting the Density and Image Quality)
The recipient’s machine is slow to switch over to the receiving mode, and errors always occur.

No pause is not inserted in the fax number.

If you are sending to a machine that takes time to switch over for fax receiving, insert a pause after the destination’s fax number.
Transmissions are slow.

Documents are sent at a high resolution.

It is recommended that you send text only documents at a low resolution. (Specifying the Color Mode and Resolution)

The ECM setting is activated when fax documents are sent.

Set ECM TX to ‘Off’. (Sending with Error Correction Mode (ECM Transmission))
Documents cannot be sent overseas (error code # 0018).

No pause is not inserted in the fax number.

Insert a pause after the international access code or after the recipient’s fax number, and then dial the number again. (Dialing an Overseas Number)

Long Distance on the Option screen is set to ‘Domestic’ when sending a fax overseas.

Set Long Distance to ‘Long Distance (1)’, ‘Long Distance (2)’, or ‘Long Distance (3)’, and then dial the number again. (Fax Numbers, Registering the One-Touch Buttons)

Receiving Problems

The machine does not receive documents.

There is insufficient memory available.

Delete unwanted documents and documents with errors from memory to increase the amount of available memory. (Checking / Changing the Status of Documents Received in Memory)
The machine does not receive I-fax documents.

The network settings are not specified.

If the network settings are not specified, documents cannot be received. Confirm this with your system administrator.
The quality of printed documents is uneven.

The platen glass of the sender’s machine is dirty.

Make a few copies using your machine. If streaks do not appear on the copies, the problem is in the sender’s machine. Contact the sender and ask them to send the document again.

Printer Problems

Indicators are off and the display is blank.

Power switch is not turned ON.

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

Power cord is not connected.

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

No power at the AC outlet.

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.

The output tray is full of paper during the print job. (When the optional Inner Finisher-B1 is set up, the tray is full of paper.)

Remove the paper in the tray.

The machine and host computer are not properly connected.

Check the cable connection between the host computer and the machine. (See Chapter 1, “Machine Installation,” in the User’s Guide.)

A failure occurred in the machine or an optional device.

Follow the instructions in the message on the touch panel display.

The paper size loaded in the drawer is different from the paper size you have set up in the application software, or the appropriate paper size you have set for enlarging or reducing the copy is not loaded.

Change the paper in the selected drawer to the paper size you have set in the application software (or to the size you have set for enlarging/reducing copy), and then 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), and then print again.

The paper in the drawer or the stack bypass has run out.

Load more paper.
The machine does not work.

There is a problem with the machine or software.

Follow the instructions in the message on the touch panel display.
You cannot print a job or store a job.

The total number of pages in all jobs has exceeded the limit which can be processed.

Cancel other jobs, or wait until those jobs are finished, and then print again.
Divide the job, and then print again.
Paper is excessively curled after coming out of the machine.

You may be using paper that curls too easily.

Remove the paper stack, turn it over, reload it in the drawer and try again.
Make sure that the paper meets the paper requirements. (Appendix)
High jam rates, incorrect feeding, or multiple sheet feed errors.

You may be using unsuitable paper.

Always use paper that is suitable for the machine. (Appendix)
The service call (E730) appears when using the PS functions.

A malfunction occurred when using the PS driver.

Restart the machine—turn OFF the machine, wait at least 10 seconds, and then turn it ON. (Troubleshooting)

Printing Problems

Printer is not using the font you want.

You have specified a font that is not available.

Check whether the font you specified is available with the machine.
One edge of the document is cut off.

You are trying to print something outside the printable area of the page.

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.)
Printer is printing garbled text.

The printer selection you made when you set up or installed your software was incorrect.

Make sure that the correct printer is selected.

If different portions of the text are garbled every time you print, the USB cable may be too long, causing noise to corrupt the data.

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

The machine is 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 machine won’t accept my secure print job.

The job is discarded because the machine has run out of available memory.

Cancel other jobs, or wait until those jobs are finished, and then send the job again.
Divide the document into two or more parts, or reduce the resolution, and then try again.
The message <Memory near full. Process jobs (Secure Print, etc.)> appears on the touch panel display.

The machine’s memory consumption has reached the preset level that triggers an alert message.

Print out the secured document by entering the appropriate password. If there are any other jobs, wait until they are finished.
Adjust the memory consumption level that triggers an alert message. (Other System Settings)

Print Quality Problems

Printed text is faded or streaked with white.

The level of toner remaining in the toner cartridge may be low, or the toner may not be evenly distributed inside the cartridge.

Replace the toner cartridge. (Routine Maintenance)
Printed pages are dirty or have white specks.

The fixing roller inside the fixing unit has become dirty with toner dust.

Clean the fixing unit inside the machine. (Routine Maintenance)
The printout is too light or too dark.

The toner density settings are not correct.

Adjust the toner density and print the data again. (Print Quality)

[Toner Save] is set to ‘On’.

Set [Toner Save] to ‘Off’ and print the data again. (Toner Save)
Black spots appear on the front and back of the printed pages

The fixing roller inside the fixing unit may be dirty.

Clean the fixing roller. (Routine Maintenance)
Black stripes appear on multiple sheets in sequence.

The toner cartridge is old or damaged.

Contact your local authorized Canon dealer.

Network Connection Problems

<Check the network connection.> is displayed on the touch panel display.

The machine and cable are not properly connected.

Turn OFF the machine’s power switches, check that the machine is connected to the network using the proper cable, and then turn the power switches back ON. (See Chapter 2, “Before You Start Using the Machine,” in the User’s Guide.)
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 your network).

The machine periodically or temporarily communicates with devices on your network. If a dial-up router is on the same network as the machine, the machine may connect to a destination other than the intended destination, depending on the settings of the machine or dial-up router. This may result in subscriber line charges and call charges.
Examples:
-
The file or mail server’s host name or IP address set on the machine does not exist on the network.
- The DNS server exists on an external network.
- You attempt to access a device connected to an external network, if the device’s information is set on the DNS server on the network to which the machine is connected.

Check the following:
- 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 dial-up router has to send packets via broadcast, check that the settings are correct.
- Check that the file or mail server’s host name or IP address set on the machine is correct.
- If you attempt to use a DNS server on an external network to access a device on the network to which the machine is connected, set the destination using an IP address, not a host name.
- 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.

The IP addresses of computers on which the Remote UI or utility is used are not allowed by the machine.

Check the settings for <IP Address Range>. If the machine is set to restrict access from the IP address of a computer, you cannot browse the machine’s information from the computer using the Remote UI. (Setting the IP Address Range)

HTTP is disabled.

Set Use HTTP to ‘On’, and make sure that the same port number set in the machine is used on the browser. (Setting the Use of HTTP)

The Remote UI is disabled.

Set Remote UI On/Off to ‘On’. (Restricting the Remote UI)

SNMP is disabled.

Enable SNMP. (Communication Environment Settings)

The SNMP community name does not match.

Check that the correct SNMP community name is used. If the SNMP community name set for your utility is different from the one set for the machine, the utility will not detect the machine. (Communication Environment Settings)
<IEEE802.1X Error Set the correct certificate information.> or <IEEE802.1X error. Set the correct Cert. info.> is displayed.

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

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 Authentication Settings)
<IEEE802.1X Error Change the password.> or <IEEE802.1X error. Change the password.> is displayed.

The password has expired.

Set a new password. (Selecting the IEEE802.1X Authentication Method)
<IEEE802.1X Error Check authentication settings.> or <IEEE802.1X error. Check authentication settings.> is displayed.

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

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. (Selecting the IEEE802.1X Authentication Method)
<IEEE802.1X Error The Certificate has expired.> or <IEEE802.1X error. The Certificate has expired.> is displayed.

The server certificate sent from the RADIUS server has expired.

Check the expiration date of the server certificate on the RADIUS server.
<IEEE802.1X Error The Certificate is incorrect.> or <IEEE802.1X error. The Cert. is incorrect.> is displayed.

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

Check for any errors in the server certificate on the RADIUS server, as well as the CA certificate registered on the machine. (Checking/Deleting a CA Certificate)
<IEEE802.1X Error Cannot analyze the Certificate.> or <IEEE802.1X error. Cannot analyze the Certificate.> is displayed.

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

Check for any errors in the server certificate on the RADIUS server.
<IEEE802.1X Error No reply from the destination.> or <IEEE802.1X error. No reply from the dest.> is displayed.

An error occurred when communicating with the authenticator.

Check for any errors in the authenticator (LAN switch) settings, as well as the RADIUS server settings.
<IEEE802.1X Error Unknown error has occurred.> or <IEEE802.1X err. Unknown err. has occurred.> is displayed.

An unknown error occurred.

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

Printing Problems

You cannot install drivers.

The IP address of the computer in which a driver is to be installed is not permitted by the settings for [IP Address Range Settings] on the IPv4 or IPv6 Settings screen.

If the IP address of the computer in which a driver is to be installed is not permitted by the settings for [IP Address Range Settings] on the IPv4 or IPv6 Settings screen, the driver cannot be installed successfully. Check the settings for [IP Address Range Settings] on the IPv4 or IPv6 Settings screen. (Setting the IP Address Range)
You cannot print from a computer on the network.

The machine and cable are not properly connected.

Turn OFF the machine’s power switches, check that the machine is connected to the network using the proper cable, and then turn the power switches back ON. (See Chapter 2, “Before You Start Using the Machine,” in the User’s Guide.)

TCP/IP network is not properly set up.

Check the following:
- Confirm that the IPv4 addresses are properly set up. If the IPv4 addresses were set using DHCP, BOOTP, or RARP, confirm that they are operating.
- Confirm that the IPv6 addresses are properly set up. After checking the settings of the router, set <Use Stateless Address> to ‘On’ to confirm whether you can obtain an address. If the IPv6 addresses were set using DHCPv6, confirm that DHCPv6 is operating.
NOTE
Your computer may not be able to recognize the machine even though the IP address settings are appropriate. This problem may be resolved by delaying the startup of network communications for the machine. (Setting Startup Time)

The computer that is printing is not properly set up.

Check the following:
- Confirm that the proper printer driver is installed. If you are printing from Windows, each computer must have a printer driver installed. For instructions on how to install printer drivers, see the Printer Driver Installation Guide or Mac Printer Driver Installation Guide. (See Chapter 3, “Accompanying CD-ROMs,” in the User’s Guide.)
- Confirm that the correct printer is set as the output destination for the computer that is printing. Check the output destination in [Control Panel] (Windows) or [System Preferences] (Macintosh). For more information, see the help on the computer.

The name of the file being printed is too long.

Normally LPR (or the Microsoft TCP/IP Printer, if you are using Windows 2000/XP/Vista/7/Server 2003/Server 2008) sends jobs either under the name of the application software used for printing or under the file name. However, a job name longer than 255 characters cannot be sent to the machine. To correct this problem, rename the file with a shorter name.

The IP address of the computer sending data (print or fax jobs) to the machine is not permitted by the settings for [IP Address Range Settings] on the IPv4 or IPv6 Settings screen.

Check the settings for [IP Address Range Settings] on the IPv4 or IPv6 Settings screen. (Setting the IP Address Range)

An error message is displayed on the touch panel display of the machine.

After confirming the error message, see Troubleshooting and perform the necessary operations according to the error message displayed.
The Printer Port Name is not displayed in [Print to the following port].

The machine and the cable are not properly connected.

Check that the machine is connected to the network using the proper cable, and then restart the machine. (See Chapter 2, “Before You Start Using the Machine,” in the User’s Guide.)

The computer that is printing is not properly set up.

Check the following:
- Confirm that the proper printer driver is installed in each computer. For instructions on installing the printer driver, see the Printer Driver Installation Guide. (See Chapter 3, “Accompanying CD-ROMs,” in the User’s Guide.)
- Confirm that the correct printer is set as the output destination for the computer which is printing, and that the spool is properly set.

Data Sending/File Sharing Problems

You cannot send data to an FTP server.

The FTP server is not set correctly.

Perform the following to check the server status. (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
NOTE
If the above are confirmed and file sharing still does not operate normally, consult the network administrator for the environment you are using.

The machine’s address [User] setting contains one or more spaces after the user name.

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

The machine was turned OFF while sending data to the FTP server, and when the machine was turned back ON, it attempted to resend the data. (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.

An error message is displayed on the touch panel display of the machine.

After confirming the error message, see Troubleshooting and perform the necessary operations according to the error message displayed.
You cannot send data to a shared folder (Windows and Samba file sharing).

File sharing settings for the shared folder are incorrect.

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] menu, point to [Find] → click [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 name of the folder you want to share is listed.
- If the shared folder name does not appear, see Setting File Server (File Sharing), and then check the shared folder settings.

An error message is displayed on the touch panel display of the machine.

After confirming the error message, see Troubleshooting and perform the necessary operations according to the error message displayed.
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