Canon Pixma Mp970 Quick Start Guide

							77 Troubleshooting
Cannot Install the MP Drivers
CauseAction
Unable to proceed beyond the Printer 
Connection screen.If you were unable to proceed beyond the Printer Connection screen, make 
sure that the USB cable is securely plugged into the USB port of the machine 
and is connected to the computer, and then follow the procedure below to 
reinstall the MP Drivers.
(1)Click Cancel on the Printer Connection screen.
(2)Click Start Over on the Installation Failure screen.
(3)Click Back on the screen that appears next.
(4)Click Exit on the PIXMA XXX screen (where “XXX” is your machine’s name), 
then remove the CD-ROM.
(5)Turn the machine off.
(6)Restart the computer.
(7)Make sure you have no application software running, including anti-virus 
software.
(8)Follow the procedure described in your setup sheet or the Network Setup 
Guide to reinstall the MP Drivers.
Installation does not start automatically 
when the Setup CD-ROM is inserted 
into your computer’s disc drive.
(1)Click Start then Computer.
In Windows XP, click Start then My Computer.
In Windows 2000, double-click the My Computer icon on the desktop.
(2)Double-click the CD-ROM icon   on the displayed window.
NoteTo use the Run command to start the setup program, specify your disc drive and 
then the name of the setup program, MSETUP4.EXE. The drive letter of the disc 
drive depends on your computer.
Double-click the CD-ROM icon on your desktop to start installation.
If the CD-ROM icon is not displayed, restart your computer.
If the icon is still not displayed, try different discs and see if they are displayed. If 
other discs are displayed, there is a problem with the Setup CD-ROM. Contact a 
Canon service representative.
Installation procedure not followed 
correctly.Follow the procedure described in your setup sheet or the Network Setup Guide 
for proper installation.
If the MP Drivers were not installed correctly, uninstall the MP Drivers, restart 
your computer, and then reinstall the MP Drivers. Refer to the PC Printing Guide 
on-screen manual.
NoteIf the installer was forced to be terminated due to a Windows error, the system 
may be in an unstable condition and you may not be able to install the MP 
Drivers. Restart your computer before reinstalling.
 
						

							78Troubleshooting
Cannot Connect to Computer Properly
„Printing or Scanning Speed Is Slow / USB 2.0 Hi-Speed Connection 
Does Not Work
„“This device can perform faster” Message Is Displayed
CauseAction
Your system environment is not fully 
compatible with USB 2.0 Hi-Speed.If your system environment is not fully compatible with USB 2.0 Hi-Speed, the 
machine will operate at a lower speed provided under USB 1.1. In this case, the 
machine operates properly but printing speed may slow down due to 
communication speed.
Check the following to ensure that your system environment supports USB 2.0 
Hi-Speed connection.
zThe USB port on your computer supports USB 2.0 Hi-Speed connection.
zThe USB cable, and the USB hub if you are using one, support USB 2.0 Hi-
Speed connection.
Be sure to use a certified USB 2.0 Hi-Speed cable. We recommend the cable 
to be no longer than around 10 feet / 3 meters.
zThe operating system of your computer supports USB 2.0 Hi-Speed 
connection.
Obtain and install the latest update for your computer.
zThe USB 2.0 Hi-Speed driver operates properly.
Obtain the latest version of the USB 2.0 Hi-Speed driver compatible with your 
hardware and install it on your computer.
ImportantFor details on USB 2.0 Hi-Speed of your system environment, contact the 
manufacturer of your computer, USB cable, or USB hub.
CauseAction
Your system environment is not fully 
compatible with USB 2.0 Hi-Speed.Your system environment is not compatible with USB 2.0.
See “Printing or Scanning Speed Is Slow / USB 2.0 Hi-Speed Connection Does 
Not Work” on page 78.
 
						

							79 Troubleshooting
Print Results Not Satisfactory
If the print result is not satisfactory such as white streaks, misaligned lines, and uneven colors, 
confirm the paper and print quality settings first.
zCheck 1: Do the page size and media type settings match the size and 
type of the loaded paper?
When these settings are incorrect, you cannot obtain a proper print result. If you are printing a 
photograph or an illustration, incorrect paper type setting may reduce the quality of printout color. 
Also, if you print with an incorrect paper type setting, the printed surface may be scratched. In 
borderless printing, uneven coloring may occur depending on the combination of the paper type 
setting and the loaded paper.
zCheck 2: Did you set the print quality setting appropriately?
Select a print quality option suitable to the paper and image for printing. If you notice blurs or 
uneven colors, increase the print quality setting and try printing again.
* When printing from a PictBridge compliant device, set the print quality setting by using the 
Operation Panel on the machine. You cannot make this setting from a PictBridge compliant 
device.
* You cannot change the print quality setting when printing from a wireless communication 
device.
The method to confirm the paper and print quality settings differs depending on what you do with 
your machine.
zCheck 3: If the problem is not resolved, there may be other causes.
See also the sections below.
z“Printing Does Not Start/Printing Is Blurred/Colors Are Wrong/Straight Lines Are Misaligned” 
on page 80
z“White Streaks” on page 80
z“Printed Paper Curls or Has Ink Blots” on page 80
z“Printed Surface Is Scratched/Paper Is Smudged” on page 81
z“Colors Are Uneven or Streaked” on page 82 To copy or to print from your 
memory card, printed photo, or 
film by operating the machineConfirm by using the Operation Panel on the machine.
See the pages where each printing mode is explained in this 
manual.
To print from a PictBridge 
compliant deviceConfirm by using your PictBridge compliant device or the 
Operation Panel on the machine.
See “Printing Photographs Directly from a PictBridge Compliant 
Device” on page 44.
To print from a wireless 
communication deviceConfirm by using the Operation Panel on the machine.
Refer to “Printing Photographs from a Wireless Communication 
Device” in the User’s Guide on-screen manual.
To print from a computer Confirm by using the printer driver.
Refer to the PC Printing Guide on-screen manual.
 
						

							80Troubleshooting
„Printing Does Not Start/Printing Is Blurred/Colors Are Wrong/Straight 
Lines Are Misaligned
„White Streaks
„Printed Paper Curls or Has Ink Blots
CauseAction
Ink tank is empty. See “An Error Message Is Displayed on the LCD” on page 74 to identify the ink 
error, and then take the appropriate action depending on the error condition.
The protective film is remaining. Make sure all of the protective film is peeled off and the air hole is exposed, as 
illustrated in (A). If the orange tape is left as in (B), pull the orange tape and 
remove it.
(A) Correct
L-shaped air hole is exposed.
(B) Incorrect
The tape is not peeled off.
Print Head nozzles are clogged. See “When Printing Becomes Faint or Colors Are Incorrect” on page 56 and 
perform any necessary maintenance operation.
The media is loaded with the wrong 
side facing upwards.Many types of paper are made to be printed on only a particular side of the 
paper.
Printing on the wrong side may cause unclear prints or prints with reduced 
quality.
Refer to the instruction manual supplied with the paper for detailed information 
on the printable side.
Print Head is misaligned. If you did not align the Print Head after installation, straight lines may be printed 
misaligned. Make sure to align the Print Head after you install it.
See “Automatic Print Head Alignment” on page 62 and perform Automatic Print 
Head Alignment. If this does not solve the problem, see “Manual Print Head 
Alignment” on page 63 and perform Manual Print Head Alignment.
CauseAction
Print Head nozzles are clogged. See “When Printing Becomes Faint or Colors Are Incorrect” on page 56 and 
perform any necessary maintenance operation.
CauseAction
Paper is too thin. When printing data with high color saturation such as photographs or images in 
deep color, we recommend using Photo Paper Pro or other Canon specialty 
paper. See “Media Types You Cannot Use” on page 12.
Printing graphics with the Intensity 
setting in the printer driver set too high.Especially if you are using plain paper to print images with high intensity, the 
paper may absorb too much ink and become wavy, causing paper abrasion. 
When copying, refer to “Changing Intensity Setting” in “Making Copies” of the 
User’s Guide on-screen manual and reduce the Intensity setting. Then try 
printing again. 
When printing from your computer, refer to “Print Results Not Satisfactory” in the 
User’s Guide on-screen manual.
(A) (B)
 
						

							81 Troubleshooting
„Printed Surface Is Scratched/Paper Is Smudged
CauseAction
Paper Feed Roller is dirty. Clean the Paper Feed Roller. Cleaning the Paper Feed Roller will wear the 
roller, so perform this procedure only when necessary.
For details on cleaning, see “Cleaning the Paper Feed Roller (Roller Cleaning)” 
on page 68.
Inside of the machine is dirty. Performing duplex printing may leave some ink inside the machine, causing 
printouts to be smudged. In this case, perform Bottom Plate Cleaning to clean 
the inside of the machine.
For details on cleaning, see “Cleaning the Inside of the Machine (Bottom Plate 
Cleaning)” on page 69.
Printing on inappropriate type of paper.
zCheck to see if the paper you are printing on is not too thick or curled.
See “Media Types You Cannot Use” on page 12.
zWhen performing Borderless Printing, print quality may be reduced at the top 
and bottom edges of the paper. Make sure that the paper you are using is 
suitable for Borderless Printing.
For details, refer to “Printing Area” in the User’s Guide on-screen manual.
Paper is curled. If you are using paper with either any of the corners or the whole printing 
surface curled, the paper may become dirty, not feed properly, or both. Use such 
paper after correcting paper curl as follows.
(1)With the printing side (A) facing up, cover the paper with a fresh sheet of 
plain paper to avoid staining or scratching the surface.
(2)Roll up the paper in a direction opposite to paper curl as seen below.
(3)Check to see that the paper curl is within approximately 0.08 to 0.2 inches / 2 
to 5 mm (B) in height.
We recommend printing curl-corrected paper one sheet at a time.
NoteDepending on the media type, the paper may be smudged or may not be fed 
properly even if it is not curled.
In such case, follow the procedure described above to curl the paper before 
printing.
This may improve the print result.
(1) (2)
(A)
(A)
(B)
 
						

							82Troubleshooting
„Colors Are Uneven or Streaked
The Print Result Not Satisfactory When Copying
If these do not resolve the problem, also see “Print Results Not Satisfactory” on page 79.
Printing on thick paper. Selecting the Prevent paper abrasion setting will widen the clearance between 
the Print Head and the loaded paper. If you notice abrasion even with the media 
type set correctly to match the loaded paper, set the machine to prevent paper 
abrasion by using the Operation Panel on the machine or the printer driver.*
* Deactivate the Prevent paper abrasion setting once printing is complete. If 
not, this setting remains enabled for all subsequent print jobs.
zSetting with the Operation Panel on the machine 
From the HOME screen, select Settings, Device settings, and Print 
settings in this order, and then set Prevent paper abrasion to ON. For 
details, refer to “Changing the Machine Settings” in the User’s Guide on-
screen manual.
zSetting with the printer driver 
Refer to “Print Results Not Satisfactory” in the User’s Guide on-screen 
manual.
Printing graphics with the Intensity 
setting in the printer driver set too high.Especially if you are using plain paper to print images with high intensity, the 
paper may absorb too much ink and become wavy, causing paper abrasion. 
When copying, refer to “Changing Intensity Setting” in “Making Copies” of the 
User’s Guide on-screen manual and reduce the Intensity setting. Then try 
printing again. 
When printing from your computer, refer to “Print Results Not Satisfactory” in the 
User’s Guide on-screen manual.
Printing beyond the recommended 
printing area.If you are printing beyond the recommended printing area of your printing paper, 
the lower edge of the paper may become stained with ink.
For details on recommended printing area, refer to “Printing Area” in the User’s 
Guide on-screen manual.
CauseAction
Print Head nozzles are clogged. See “When Printing Becomes Faint or Colors Are Incorrect” on page 56 and 
perform any necessary maintenance operations.
Print Head is misaligned. See “Automatic Print Head Alignment” on page 62 and perform Automatic Print 
Head Alignment. If this does not solve the problem, see “Manual Print Head 
Alignment” on page 63 and perform Manual Print Head Alignment.
CauseAction
The original document is not loaded 
correctly.Check that the original is loaded correctly on the Platen Glass.
See “Loading Original Documents” on page 7.
The original document is not loaded 
with the side to be copied faced down.When loading the original on the Platen Glass, the side to be copied should be 
faced down.
The original document is a printout 
from this machine.Print quality may be reduced if you copy a printout.
Instead of copying a printout, print the original directly either from the digital 
camera, memory card, or your computer.
The Platen Glass or the inner side of 
the Document Cover is dirty.Clean the Platen Glass and the inner side of the Document Cover.
See “Cleaning the Platen Glass and Document Cover” on page 67.
CauseAction
 
						

							83 Troubleshooting
Printing Does Not Start
CauseAction
Ink tank is empty. See “An Error Message Is Displayed on the LCD” on page 74 to identify the ink 
error, and then take the appropriate action depending on the error condition.
Ink tank not installed in proper position. Open the Scanning Unit (Printer Cover) and check the ink lamps.
If there is still sufficient ink but its ink lamp is flashing red, an ink tank may be 
installed in a wrong position.
Confirm that the ink tanks are installed in the appropriate positions. See 
“Replacing an Ink Tank” on page 50.
Ink tank is not installed securely. Open the Scanning Unit (Printer Cover) and check the ink lamps.
If the ink lamp is not lit, press the   mark on the ink tank until it clicks into 
place. The ink lamp lights up red when the ink tank is fully inserted.
Unnecessary print jobs are left in 
queue. / Computer problems.Restarting your computer may solve the problem.
If there are any unnecessary print jobs, follow the procedure below to delete 
them.
(1)Open the printer properties dialog box.
Refer to “Opening the Printer Properties Dialog Box Directly from the Control 
Panel” in “Opening the Printer Properties Dialog Box (Windows)” of the 
User’s Guide on-screen manual.
(2)Click the Maintenance tab and then View Printer Status.
The printer status monitor is displayed.
(3)Click Display Print Queue.
(4)Select Cancel All Documents on the Printer menu.
You may not be able to select this depending on the privileges of the 
account.
(5)When the confirmation message is displayed, click Ye s.
The print jobs are deleted.
(1)Click the printer icon in the Dock to display the list of print jobs in progress.
In Mac OS X v.10.2.8, click the printer icon in the Dock to start up the Print 
Center and double-click the name of your machine in the Printer List.
(2)Select the print job to delete and click  .
The print jobs are deleted.
The machine is not ready. Check if the Power lamp is lit blue.
If the Power lamp is off, turn the machine on.
While the Power lamp is flashing blue, the machine is initializing. Wait until the 
Power lamp stops flashing and remains lit blue.
NoteWhen printing large data such as a photo or graphics, it may take longer to start 
printing.
 
						

							84Troubleshooting
Machine Moves But Ink Is Not Ejected
CauseAction
Print Head nozzles are clogged. See “When Printing Becomes Faint or Colors Are Incorrect” on page 56 and 
perform any necessary maintenance operations.
Ink tank is empty. See “An Error Message Is Displayed on the LCD” on page 74 to identify the ink 
error, and then take the appropriate action depending on the error condition.
The protective film is remaining. Make sure all of the protective film is peeled off and the air hole is exposed, as 
illustrated in (A). If the orange tape is left as in (B), pull the orange tape and 
remove it.
(A) Correct
L-shaped air hole is exposed.
(B) Incorrect
The tape is not peeled off.
(A) (B)
 
						

							85 Troubleshooting
Paper Does Not Feed Properly
Paper Does Not Feed from the Paper Source 
Specified in the Printer Driver
CauseAction
Printing on inappropriate type of paper. Check to see if the paper you are printing on is not too thick or curled.
See “Media Types You Cannot Use” on page 12.
Paper Feed Roller is dirty. Clean the Paper Feed Roller. Cleaning the Paper Feed Roller will wear the 
roller, so perform this procedure only when necessary.
For details on cleaning, see “Cleaning the Paper Feed Roller (Roller Cleaning)” 
on page 68.
Paper not loaded properly. Make sure of the following when you load paper in the machine.
zWhen loading two or more sheets of paper, align the edges of the sheets 
before loading.
zAlways load the paper in portrait orientation, either in the Rear Tray or 
Cassette, regardless of the printing orientation.
zWhen loading paper in the Rear Tray, load the paper with the print side facing 
UP. Align the right edge of the paper stack against the Cover Guide and slide 
the Paper Guide so that it just touches the left edge of the stack.
zWhen loading paper in the Cassette, load the paper with the print side facing 
DOWN. Align the right edge of the paper stack against the right edge of the 
Cassette and slide the Paper Guides against the left and bottom edges of the 
stack.
zWhen loading paper, make sure that the paper is not set over the Load Limit 
Mark.
For details on loading paper, see “Loading Paper” on page 16.
Too much paper loaded. Make sure that the paper stack does not exceed the load limit. However, proper 
feeding of paper may not be possible at this maximum capacity depending on 
the type of paper or environmental conditions (either very high or low 
temperature and humidity).
In such cases, reduce the sheets of paper you load at a time to around half.
For details on loading paper, see “Loading Paper” on page 16.
Foreign object in the Rear Tray or 
Cassette.Make sure that there are no foreign objects in the Rear Tray or Cassette.
Envelopes not prepared or loaded 
properly.When printing on envelopes, see “Loading Envelopes” on page 20, and prepare 
the envelopes before printing.
Once you have prepared the envelopes, load them in the machine in portrait 
orientation. If the envelopes are placed in landscape orientation, they will not 
feed properly.
Inner Cover is not completely closed. Close the Inner Cover completely. Paper does not feed properly if the Inner 
Cover is even slightly open.
CauseAction
The paper source is specified in the 
data created by an application 
software.When the paper source setting is inconsistent between an application program 
and the printer driver, the application software setting takes precedence.
Change the application software setting corresponding to the printer driver 
setting, or click the Print Options on the Page Setup sheet in the printer driver 
and select Disable the paper source setting of the application software on 
the Print Options screen.
For the print option setting, refer to the PC Printing Guide on-screen manual.
 
						

							86Troubleshooting
Paper Jams
CauseAction
Paper jammed in the Paper Output Slot 
or the Rear Tray.Remove the paper following the procedure below.
(1)Slowly pull the paper out, either from the Rear Tray or from the Paper Output 
Slot, whichever is easier.
zIf the paper tears and a piece remains inside the machine, open the 
Scanning Unit (Printer Cover) and remove it.
After removing all paper, close the Scanning Unit (Printer Cover), turn the 
machine off, and turn it back on.
* Be careful not to touch the components inside the machine.
zIf you cannot pull the paper out, turn the machine off and turn it back on. The 
paper may be ejected automatically.
(2)Reload the paper in the machine, and press the OK button on the machine.
If you turned off the machine in step (1), all print jobs in queue are canceled. 
Reprint if necessary.
NotezFor details on how to load paper, see “Loading Printing Paper” on page 9.
zWhen reloading the paper in the machine, see “Paper Does Not Feed 
Properly” on page 85 to confirm that you are using the correct paper and are 
loading it into the machine correctly.
zA5-sized paper are suited to print documents consisting mainly of text. We do 
not recommend using such paper to print documents with photos or graphics, 
since the printout may curl and cause paper exit jams.
If you cannot remove the paper or the paper tears inside the machine, or if the 
paper jam error continues after removing the paper, contact your Canon service 
representative.
Landscape credit card-sized paper 
jammed inside the machine.Do not load credit card-sized paper in the landscape orientation.
Remove the paper following the procedure below.
(1)Load a single sheet of the same paper in the Rear Tray in portrait orientation.
Do not load it in the landscape orientation.
(2)Turn off the machine.
(3)Turn on the machine.
The paper is fed and then pushes out the jammed paper as it ejects.
If you cannot remove the jammed paper or the paper jam error continues after 
removing the paper, contact your Canon service representative.