Guide

Before you call for service

Many problems clear up with a few quick checks. Try these first. If the problem continues, place a service call and we’ll take it from there.

Quick checks

1. Read the screen. Canon devices show what’s wrong on the control panel, often with an animation for jams, paper and toner. If you see an error code, write it down. It helps our technician.
2. Check the paper. Make sure the right size and type is loaded, the drawer is pushed all the way in, and the paper isn’t damp or curled.
3. Look for a jam. Open the covers the screen points to and remove any paper. See Clear a paper jam.
4. Check the toner. If the screen says toner is low or empty, see Replace a toner cartridge.
5. Restart the device. Turn it off with the main power switch, wait about 10 seconds, and turn it back on. Give it a minute to finish starting up.
6. Check the connection. If copying works but you can’t print or scan from your computer, check that the device’s network cable is plugged in and ask a coworker whether they can print.

When you call

• Have the device’s serial number ready. See Find your serial number.
• Tell us the error code or message on the screen, and what you were doing when it appeared.
• Let us know if the device is down completely or still partly working.