Canon printer imageCLASS D761 User Manual

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5
Troubleshooting
Chapter 5
Troubleshooting
This chapter includes information to help you solve printer problems. A problem might have 
one or a combination of causes, including a computer malfunction, software errors, the printer 
cable, or the printer. Many printing problems are related to how your software interacts with 
the printer.
If you can print a self test, but the printer does not print other jobs, or your printed output is not 
what you expected, the problem is with your computer, software, or cables.
If your printer is not operating properly, try the suggestions in this chapter in the order listed.
If you have a problem with your printer and you cannot resolve it by referring to the 
information in this chapter, please refer to the Reference Guide.
Finding Infor mation
Problem See page
Printer Problems 5-2
CAPT Problems 5-4
CAPT Messages 5-6
Using the Trouble Shooter 5-8
Uninstalling the CAPT 5-10 
						

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Troubleshooting
Printer Problems
ProblemCauseSolution
Printer does not 
printPaper might not be loaded. Make sure paper is loaded.
A copy job might not have 
been completed due to the 
Out of Paper status.The print job will start automatically 
when the copy job is completed. Please, 
load paper.
Print jobs might be stalled. Check the Canon PC1200/iC D700 Status 
Window for stalled jobs.
The cartridge might not be 
installed correctly.Check that the cartridge is installed 
correctly.  Set-up Instructions
Your BIOS port setting 
might need to be modified.See your computer’s documentation 
concerning available ports.
The parallel cable might not 
be compatible.Make sure you are using an 8-bit, 
Centronics-compatible, parallel interface 
cable with bi-directional capability.
Your computer might not be 
working properly.Check your computer, make sure it is 
turned on and working properly.
No power is 
suppliedPower cord might not be 
plugged in.Make sure the power cord is securely 
plugged into both the machine and the 
AC outlet.
AC outlet might not be 
supplying power.Make sure the AC outlet is supplying 
power; try another outlet if necessary.
AC voltage might not match 
printer.Make sure the voltage of the AC outlet 
matches the ratings on the printer.
Printer stops 
printingYour interface cable might be 
loose.Check your computer and your cable.
Printer stops 
printingYou might be working on an 
application in the foreground, 
in which case printing 
performance might slow down.Printer performance improves if you give 
your print job priority. 
						

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Troubleshooting
Printout is wrong There might be a 
communications problem 
between the printer and your 
computer.Make sure your cable connections are 
secure.
Make sure your parallel interface cable is 
less than 9.9 feet (3.0 m) or USB interface 
cable is less than 16.5 feet (5.0 m) long.
Make sure you are not using a switch box.
Check that you have selected the correct 
printer driver in Windows.
The wrong printer is selected 
in the Printers folder.Make sure the Canon PC1200/iC D700 is 
selected in the Printers (in Windows XP, 
Printers and Faxes) folder.
You might need to modify 
your BIOS setup.See your computer’s documentation for 
details. Try changing the parallel port 
mode or the parallel port address to see if 
this solves the problem.
Printer locks up 
systemYour system setup might be a 
problem.Verify that you have a high-quality 
shielded interface cable.
The problem might be your BIOS.  Verify 
that your BIOS setup is correct. (See your 
computer’s documentation for details.)
Verify that your physical memory is 
working correctly.
If you have a Toshiba laptop, change this 
line in your CONFIG.SYS file:
c:\winutils\mxtime.exe
to:
REM c:\winutils\mxtime.exe
Computer 
indicates a device 
time-outYour computer is sending 
data to the printer but the 
printer is not responding. 
The printer might be off, 
offline, or not connected to 
the computer.Make sure the printer is not paused.
Check that the printer’s interface cable is 
securely connected to both the printer and 
the computer.
Make sure paper is properly loaded in the 
paper tray.
Reset the printer and computer.
Try the print operation again.
Try a different cable.
ProblemCauseSolution 
						

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Troubleshooting
CAPT Problems
ProblemCauseSolution
CAPT is not working 
properlyThe CAPT (Canon 
PC1200/iC D700) is 
not selected as the 
default printer driver 
for 
imageCLASS D700 
series.Specify the CAPT (Canon PC1200/iC 
D700) as the default driver for the 
imageCLASS D700 series.
The software might not 
be installed properly.Refer to “Using the Trouble Shooter” on 
page 5-8.
To check if the CAPT is installed 
correctly, try printing a page from an 
application. If the print fails, the CAPT is 
not installed correctly. Remove the CAPT 
and install it again. For more information, 
see “Uninstalling the CAPT” on page 5-
10.
Cannot use Adobe Type 
Manager (ATM) fontsAdobe Type Manager (ATM) is not 
supported.
Cannot print with a 
printer driver other than 
the Canon PC1200/iC 
D700The printer driver is 
connected to the same 
port as the Canon 
PC1200/iC D700 
printer driver.Connect the printer driver to a port 
different from the Canon PC1200/iC 
D700 printer driver.
CD-ROM Menu doesn’t 
appear automaticallyAutorun CD-ROM 
Menu checkbox is 
unchecked in the CD-
ROM menu.Start the CD-ROM menu manually, and 
check the “Autorun CD-ROM Menu” 
checkbox.
The “Auto insert 
notification” checkbox 
is unchecked.From the Device Manager make sure that 
the “Auto insert notification” checkbox 
is checked in the CD-ROM drive 
Properties dialog box. For more 
information, see Windows Help. 
						

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Troubleshooting
“File not found on CD-
ROM” error when 
starting the CD-ROM 
Menu.The program is loaded 
from the hard disk 
drive.Remove the CDMENU.EXE file from 
your hard disk drive and restart the CD-
ROM Menu program from the compact 
disc labeled “User Software”.
Cannot install CAPT 
using USB port. 
(Windows 98/Me/2000/
XP)USB class driver is not 
properly installed.Perform the following steps.
1) Make sure the printer is connected to 
your computer using a USB cable and the 
printer is turned on.
2) Open the System dialog box in the 
Control Panel.(In Windows XP
*, click 
Performance and Maintenance in the 
Control Panel. Performance and 
Maintenance folder appears. Click See 
basic information about your computer. 
System Properties dialog box appears.) 
3) Select [Device Manager] tab and double 
click [Universal Serial Bus Controllers]. 
For Windows 2000/XP, select [Hardware] 
tab and click [Device Manager] button.
4) Delete ONLY the following USB class 
drivers under [Universal Serial Bus 
Controller];
For Windows 98, select [Canon PC1200/
iC D700], For Windows Me, [Canon 
CAPT USB Printer], and click [Delete] 
button. For Windows 2000/XP, select [USB 
Printing Support] or [Canon CAPT USB 
Printer], and uninstall from the [Active] 
menu.
In case the USB class driver is displayed 
under [Other device], select and delete 
ONLY one the following, depending on the 
OS you are using;
[Canon PC1200/iC D700], [Canon CAPT 
USB Printer], or [Unknown].
5) Close the Control Panel and unplug the 
USB cable.
6) Restart Windows 98/Me/2000/XP.
* The procedure for Windows XP is given for Category View Mode.
IMPORTANT
• Never delete other devices or device drivers. Windows may not operate properly.
ProblemCauseSolution 
						

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Troubleshooting
The CAPT displays the status of your printing environment and current print job in the Status 
Window.
Alerts
Alerts identify problems that must be corrected before printing can continue. Sometimes 
messages remind you to do something, such as clear jammed paper. In other cases, alerts tell 
you what is wrong and how to fix it.
CAPT Messages
MessageAction
Out of paper The printer is out of paper. Add paper. When you add paper, the 
Status Window displays “Ready to Print” automatically.
The Cassette is Out of 
PaperThe cassette is out of paper. Add paper. When you add paper, 
printing starts automatically.
The Multi-purpose Tray 
is Out of PaperThe multi-purpose tray is out of paper. Add paper. When you add 
paper, printing starts automatically.
Paper Jam 1) Paper has jammed in the printer while printing. Follow the 
instructions on the LCD screen of the machine, or refer to the 
Reference Guide for more information. Printing resumes 
automatically when the paper jam is fixed.
2) The printer cover was left open or the toner cartridge was not 
properly replaced after clearing a paper jam. Close the cover 
securely.  Reference Guide
Cartridge Not Loaded There is no toner cartridge in the printer. Install a toner cartridge. 
 Set-up Instructions
The Platen is Not in 
PositionThe platen unit is not closed correctly. To resume printing slide the 
platen unit to the correct position.
Insufficient Memory The print job was too complex for available memory. Discard the last 
printed page, and try one or more of the following:
• Close other applications while printing this job.
• Print the job in smaller sections.
• Try reprinting the job with a lower resolution, such as 300 dpi.
• Reformat the most complicated pages in the print job to reduce 
graphics and other complex formatting. 
						

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Troubleshooting
Communication error Your computer and printer are not communicating. This happens if 
the printer power shuts off, the cable is disconnected, or the cable is 
not bi-directional.
Printer Error The Canon Advanced Printing Technology has detected an internal 
device error.
1Unplug.
2 Reinsert the power plug into the power outlet.
3 If the same error occurs, unplug the power plug again.
4 If the error persists, contact your Canon authorised service 
representative.  Reference Guide
Device Busy The device is being used by another job. Please wait until the job is 
finished.
Port Busy The printer port is being used by other equipment.
Printing Temporarily 
StoppedYour computer could not transfer the data to the device due to the 
large amount of data, or a data transfer error occurred. Click the 
Resume button to resume printing.
Waiting to Print The current job has been interrupted by another job. Please wait until 
the job is finished. Printing will begin automatically.
Energy Saver Mode The printer is in the energy saver mode.
Incompatible Device The connected device cannot be used. Make sure that the device 
connected to the specified port is compatible and connected 
correctly.
Fixing Unit Error Fixing unit error.
Unplug the power plug, and then wait about 10 minutes before you 
reinsert the power plug into the power outlet. If the same error 
occurs, unplug the power plug again. Contact your service 
representative.
MessageAction 
						

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Troubleshooting
The Trouble Shooter is a utility for solving printing problems in Windows 95/98/Me or NT 
4.0/2000/XP. The Trouble Shooter checks for system configuration setting errors, and if 
possible, makes automatic corrections.
The Trouble Shooter does not detect problems related to hardware, such as printer cable 
problems, parallel port failure, or ECP setting errors.
To start the Trouble Shooter, select the Canon PC1200 iC D700 Trouble Shooter icon in the 
Canon PC1200 iC D700 group. The Trouble Shooter checks the following and corrects 
related problems:
• Free disk space in the drive containing the \Windows directory and free memory
• Installed files
• Selected printer port (checks to see if usable)
• Registries
• RapidPort communication device drivers (Windows NT 4.0/2000/XP)
• Language monitor
• Printer drivers
• Status Window
•Printer Properties settings
•Canon PC1200 iC D700 program folder
If the Trouble Shooter encounters a problem, it displays an error message. Each message 
includes several options, such as:
• How to correct the problem
• The problem cannot be corrected by the Trouble Shooter
• Continue troubleshooting
• Exit Trouble Shooter
• Display help information
If Trouble Shooter is used on a network printer client, it performs network-related checks.
Windows NT 4.0/2000/XP Trouble Shooter checks whether Spooler service has started and if 
not, displays a dialog box and does not run.
Using the Trouble Shooter 
						

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Troubleshooting
When Trouble Shooter is done checking your files, it displays a dialog box similar to the one 
below.
While Trouble Shooter is running, it saves a log file with the name tshooter.tmp in your 
system temp directory, such as \windows	emp or 	emp.
In the Exit dialog box, Trouble Shooter prompts if you want to save the results as a text file. 
Check the Save Result check box and enter the desired filename. The file saves with the 
extension of .log.
When you click OK in the above dialog box, the Windows Restart dialog box appears. You 
must restart Windows for corrections made by the Trouble Shooter to take effect.
IMPORTANT
• To run Trouble Shooter for the Canon PC1200/iC D700 on the network, both the 
server and the client must run on the same operating system. 
						

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Troubleshooting
If the CAPT is not working properly, it might help to remove it and install it again. Before you 
begin, be sure you have the installation software available for installation.
Before uninstalling the CAPT, make sure you close all running applications.
To uninstall:
Uninstalling the CAPT
1Click the Start button, then point to Programs (in Windows XP, All Programs).
2Point to Canon PC1200 iC D700.
3Click Canon PC1200 iC D700 Uninstallation.
4Follow the on-screen instructions.
5Windows 95/98/Me: Click OK and your system restarts.
Windows NT 4.0/2000/XP: Click OK (recommended) to restart your system.
NOTE
• In Windows NT 4.0/2000/XP, you cannot uninstall the Canon Advanced Printing 
Technology unless you have administrative privileges.