Canon printer PIXMA MP800R User Manual

							Chapter 12 149Troubleshooting
„When You Connect to a Computer Running Windows XP, the Screen 
Shows the Warning Message “This device can perform faster” or “High-
SPEED USB Device Plugged into non-High-SPEED USB Hub”
Problems Scanning
„Scanner won’t work
„ScanGear MP won’t start
CauseAction
You connect to a computer that does 
not support USB 2.0 Hi-Speed.Your environment is not fully compatible with USB 2.0.
See “Printing Speed is Slow / USB 2.0 Hi-Speed Connection Does Not 
Work” on page 148.
CauseAction
The machine is not recognized by 
the computer.Restart the computer.
This may enable the computer to recognize the machine.
CauseAction
Scanner driver (ScanGear MP) not 
installed.Set the Setup CD-ROM and install the software. 
						

							150Chapter 12Troubleshooting
Scanner is not selected in the 
application software.In the application software, select this machine in [Select Source] or 
[Import] under the [File] menu.
Example: ArcSoft PhotoStudio
*Display may differ depending on your operating system.
If you are using an older application software, the menu item may be 
named [Select TWAIN-compliant device] instead of [Select Source].
The feature of the application 
software does not support TWAIN.Start ScanGear MP from within a TWAIN compatible software. 
An error message appears and the 
ScanGear MP window fails to appear 
when using over a USB connection.zReattaching the USB cable. Be sure to use a certified USB 2.0 Hi-Speed 
cable. You are recommended to use the cable no longer than 9.8 feet (3 
meters).
zIf a USB hub is used for the connection, do not use it. Attach the cable 
to a USB port on the computer itself (not the hub).
zAttach the USB cable to a different USB port on the computer itself (not 
a hub). 
zSet the Setup CD-ROM and install the software.
zSelect this machine in [Select Source] or [Import] in your application 
software.
zMake sure that your application software supports TWAIN. You cannot 
start ScanGear MP from within an application software that does not 
support TWAIN.
CauseAction 
						

							Chapter 12 151Troubleshooting
„Cannot display preview
„Computer stops operating during scanning
„Scan quality is poor (Poor image displayed on the monitor)
CauseAction
An error message “Release the lock 
switch” appears and the machine 
fails to preview.Close the application softwares, disconnect the USB interface cable from 
the scanner and set the Scanner Lock Switch to the release position. Then 
reconnect the USB interface cable to the computer. For details on 
releasing the Scanner lock, refer to the Setup Guide.
CauseAction
Output resolution set too high. Reboot the computer, lower the output resolution and rescan.
The hard disk does not have enough 
available space.zReset and reboot the computer, delete unnecessary files and 
application software, and rescan. 
zOpen ScanGear MP from within the application software, click the 
[Preferences] button in the Advanced Mode, and change the folder 
listed in the [Select Folder Where Temporary Files are Saved] category 
to one on a disk with sufficient free space.
Multiple devices connected to the 
USB port.Disconnect all other devices but the machine from the port.
CauseAction
The resolution is low. If the image looks grainy, increase the scan resolution.
For details, refer to the Scan Guide.
Specification of the application 
software.Some application software does not display the image clearly if the image 
is too small. Set the view mode to 100%.
Moiré appears. Set [Descreen] to [ON] in the [Image Settings] section of the Advanced 
Mode of ScanGear MP.
NoteMoiré may appear when you scan digital photo prints.
Inappropriate display settings.
Set your display settings on your computer to Medium (16 bit) or higher.
In the [Start] menu click [Control Panel], then [Appearance and Themes] 
and then [Display], and on the [Settings] sheet, set [Color quality] to 
[Medium (16 bit)] or [Highest (32 bit)] or a higher setting.
In the System Preferences dialog, click the [Displays] icon and select the 
[Display] tab. Set the [Colors] list box to [Thousands] or a higher setting.
Dirty Platen Glass or FAU Protective 
Sheet.See “Cleaning Your Machine” on page 121 to clean them.
The status of the original is poor. Scan with certain functions such as [Reduce Dust and Scratches], [Fading 
Correction] or [Grain Correction] in the [Image Settings] section of the 
Advanced Mode of ScanGear MP. 
NoteIf a print out of an image does not appear satisfactory or the same as what 
you see on the monitor, you may need to change the machine’s settings, 
or the machine itself may have engaged in problems. 
						

							152Chapter 12Troubleshooting
„Parts of image missing or surrounded by extra white areas
„Trouble scanning with Multi-Scan or Multi-Crop function
„Slow scanning speed
„“There is not enough memory.” message is displayed
CauseAction
Scan area was specified larger than 
the original.Specify the scan area appropriately.
If you click the Auto crop button of the ScanGear MP, the scan area is 
adjusted automatically to match the size of the original. When scanning an 
original surrounded by white borders such as a photo print, of if you 
otherwise want to specify a custom scan area, specify the scan area 
manually. Refer to the Scan Guide for details on manual scan area 
specification.
CauseAction
The original is positioned outside 
the supported area.Check the position of the original on the Platen Glass. Observe the 
following when using the Multi-Scan or Multi-crop function.
zThere should be a gap of at least 0.4" / 10 mm between the edge of the 
Platen Glass and originals.
zLeave at least 0.4" / 10 mm between the originals.
zA maximum of 10 originals can be scanned at once.
zIf an original is slightly crooked on the Platen Glass-within 10 degrees 
of true-the image is automatically straightened. 
zThe Multi-Scan function only works with rectangular originals such as 
photos.
zOriginals that are not rectangular (irregularly shaped, close-cropped 
photos) cannot be detected correctly.
zOriginals must be at least as large as approx. 1" / 25 mm square.
Error arising from application 
software specifications.Some application software do not support multiple image scanning. Scan 
each item individually without using the Multi-Scan or Multi-Crop function.
CauseAction
Resolution is set higher than 
necessary.To view the image on a monitor, set the output resolution to 75 dpi. To 
print, set the output resolution to a value such as 300 dpi.
Image correction features such as 
dust and scratch reduction, fading 
correction, and descreening are 
enabled in ScanGear MP.Set [Reduce Dust and Scratches], [Fading Correction], and [Descreen] to 
[OFF] in the [Image Settings] section of the Advanced Mode of ScanGear 
MP.
CauseAction
There is not enough memory to 
continue scanning.Exit any application software that are running, and try to run this software 
again. 
						

							Chapter 12 153Troubleshooting
„Scanned image not displayed properly
„Trouble scanning with MP Navigator
CauseAction
Scanned image prints out enlarged 
(reduced).Set the printing size in the application software.
Example: ArcSoft PhotoStudio
1. With the image in the selected state, click the [File] menu and select 
[Print].
2. Move the print size slider left or right in the Print dialog to adjust the 
printing size. The preview image to the left will change size accordingly.
Scanned image enlarged (reduced) 
on the computer monitor.zChange the display setting in the application software. 
zImages opened in [Paint] or [Imaging] may be displayed in full size and 
you may not be able to reduce its display size. Open the image in an 
application software supplied with the scanner instead. Refer to the on-
screen manual for each application software for the detailed 
procedures.
zChange the resolution setting in the scanner driver and rescan. The 
higher the resolution, the larger the resulting image will be.
zSome application software do not display clear images at small image 
display settings. Set the scale to 100%.
Scanned image won’t open. The file name extension is not supported by the application software. 
Rescan the image using an application software, such as ArcSoft 
PhotoStudio, and change the file name extension when saving the image. 
Refer to the on-screen manual for each application software for the 
detailed procedures.
CauseAction
The original may not be scanned 
correctly when [Document Size] is 
set to [Auto Detect].Set the [Document Size] to the actual size of the original, and scan it 
again. If the size you need cannot be set, scan to a larger size and trim it. 
For more information, refer to the Scan Guide.
The machine you are using is not 
selected in settings in MP Navigator 
settings.Select the correct product name in [Product Name] in the [Preferences] 
dialog box in MP Navigator as follows.
zUsing a wireless or wired LAN : MP800R Series (Network: 
XXXXXXXXXXXX*) 
zUsing a USB connection : MP800R Series
* XXXXXXXXXXXX represents MAC address. 
						

							154Chapter 12Troubleshooting
„Image position and size incorrect when scanning from the machine’s 
operation panel
„Trouble scanning over a wireless or wired LAN/“Cannot communicate 
with scanner.” appears on the screen when using over a wireless or 
wired LAN
CauseAction
MP Navigator settings do not match 
the originals.Set the MP Navigator [Document Type] and [Document Size] to match 
those of the originals being scanned. For more information, refer to the 
Scan Guide.
CauseAction
Scanner driver (ScanGear MP) not 
installed.Set the Setup CD-ROM and install the software.
Scanner is not selected in the 
application software.Select this machine in [Select Source] or [Import] in your application 
software.
The feature of the application 
software does not support TWAIN.Make sure that your application software supports TWAIN. You cannot 
start ScanGear MP from within an application software that does not 
support TWAIN.
The settings of both the access 
point and the machine are not 
identical.Check the settings of the access point and modify the settings of machine 
as same as those of the access point. For information on the access point 
settings, refer to the access point manual.
For information on how to set a WEP/WPA/WPA2 key, refer to “How to set 
a WEP/WPA/WPA2” of “Troubleshooting” in the Network Guide.
The network setting of the computer 
is not correct.Make sure that the computer can communicate with the access point.
The radio status is poor. Adjust the installation positions and the antenna direction while 
monitoring the radio status with Canon IJ Network Tool.
The distance between machine and 
access point is too far.Relocate the machine and access point as closely together as is possible.
There is an obstruction or a source 
of radio wave interference.Communication between different rooms or floors is generally poor. 
Adjust the installation locations of the devices.
There may be a device such as a microwave oven that is using the same 
frequency bandwidth as the wireless station. Place the wireless LAN 
devices as far away from the radio wave interference source as possible.
Machine setup is not completed./The 
MP driver is not installed.Complete the machine setup. If the MP driver is not installed, follow the 
procedure described in the Setup Guide to install the MP driver.
The MAC address filtering or the IP 
address filtering is configured on 
the access point.On the access point, additionally register the IP address or MAC address 
of the machine and the computer, or disable the MAC address filtering or 
the IP address filtering. 
						

							Chapter 12 155Troubleshooting
„Trouble scanning from the machine’s Operation Panel over a wireless 
or wired LAN
The access control is set to the 
machine.Print out the network setting information and verify if the access control 
with IP address or MAC address is enabled on the machine. For details on 
printing the network setting information, see “Printing Out Network 
Setting Information” of “Changing and Confirming Network Settings” in 
theNetwork Guide.
If the machine is configured to use the access control, register the IP 
address or the MAC address of your computer to the machine. For details 
on settings, see “Changing the Settings in the [Access Control] Tab 
(Windows)” or “Changing the Settings in the [Access Control] Tab 
(Macintosh)” of “Changing and Confirming Network Settings” in the 
Network Guide.
CauseAction
The computer’s network setup to 
use the machine over a wireless or 
wired LAN is not completed./The MP 
driver is not installed.Complete the computer’s network setup. If the MP driver is not installed, 
install it. For details on these operations, refer to the Setup Guide.
The machine is not selected in the 
Canon IJ Network Scan Utility 
settings screen.Confirm that the machine is selected in the Canon IJ Network Scan Utility 
settings screen.
zIf the Canon IJ Network Scan Utility is not installed, follow the 
procedure described in the Setup Guide to install the Canon IJ Network 
Scan Utility. 
zIf the machine is not displayed in the Canon IJ Network Scan Utility, the 
MP driver may not be installed or the network setup may not be 
completed. Follow the procedure described in the Setup Guide to 
install the MP driver or to complete network setup.
CauseAction 
						

							156Chapter 12Troubleshooting
Cannot Scan Films
„Thumbnail Display does not display correctly after previewing
„Cannot obtain a clean scan, colors scan incorrectly
Canon IJ Network Scan Utility is 
disabled.Confirm that the Canon IJ Network Scan Utility is enabled.
Right-Click the Canon IJ Network Scan Utility icon on the task tray and 
enable it.
If the Canon IJ Network Scan Utility icon is not displayed on the task tray, 
click [Start], select [All Programs] (or [Programs]), [Canon IJ Network 
Utilities], [Canon IJ Network Scan Utility], and then [Canon IJ Network 
Scan Utility].
Click the Canon IJ Network Scan Utility icon on the menu bar and set it to 
on.
CauseAction
ScanGear MP and MP Navigator 
settings are not set for scanning 
film.zWhen scanning in the Simple Mode in ScanGear MP, select [Negative 
Film (Color)] or [Positive Film (Color)] in the [Select Source] category.
zWhen scanning in the Advanced Mode in ScanGear MP, select [Color 
Negative Film], [Color Positive Film], [Monochrome Negative Film], 
[Monochrome Positive Film] in the [Select Source] category.
zWhen scanning on the MP Navigator, scan using [Scan Film].
Resolution setting is too high and 
scanning is slow.If the Output Resolution is set to too high, scanning takes a long time or 
the computer seems to be freezing. If this happens, lower the Output 
Resolution and rescan.
CauseAction
You are attempting to scan film with 
extremely dark or bright contents./
The spaces between frames are 
extremely narrow (0.08" / 2 mm is 
standard).If thumbnails are not displayed properly after previewing with ScanGear 
MP, scan in the Advanced Mode. For more information, refer to the Scan
Guide.
CauseAction
Film condition is poor due to faded 
colors.In the ScanGear MP’s Advanced Mode/Image Settings, correct the image 
using the [Fading Correction] and [Grain Correction] functions.
NoteIf a print out of an image does not appear satisfactory or the same as what 
you see on the monitor, you may need to change the print settings, or the 
machine itself may have engaged in problems. See “Ink Does Not Come 
Out/Printing is Blurred/Colors are Wrong/White Streaks/Straight Lines are 
Misaligned/Cannot Print to End of Job” on page 132.
CauseAction 
						

							Chapter 12 157Troubleshooting
„Image becomes too dark or too bright when cropping frame is moved, 
expanded or contracted
„Trouble scanning with MP Navigator
„Frames are not detected correctly
CauseAction
Changing the size or position of the 
cropping frame selects 
inappropriate color data.Perform the following procedures in Advanced Mode in ScanGear MP.
1. Click [Preview] to rescan the preview image.
2. Confirm that the display mode is set to [Thumbnail Display].
If the display mode is set to Thumbnail Display Off, click [Thumbnail] to 
change to Thumbnail Display On. 
3. In the [Apply the tone value to all frames] section, click [Apply].
4. Adjust the cropping frame.
5. Click [Scan].
CauseAction
The film may not be scanned 
correctly when [Film Type] is set to 
[Auto].Click [Specify] in Scan settings in MP Navigator, and set the [Film Type] to 
match the type of the film to scan, and scan it again. For more information, 
refer to the Scan Guide.
CauseAction
Some types of frames of film are not 
detected correctly.Click the Thumbnail Display On icon   to change the display mode to 
Thumbnail Display Off   (all film is displayed) in Advanced mode in 
ScanGear MP, and scan it.
Adjust the cropping frame again. For more information, refer to the Scan
Guide. 
						

							158Chapter 12Troubleshooting
An Error Message Appears on the Screen
„Service Error 5100 is Displayed
„Writing Error/Output Error/Communication Error in USBnnn or 
MPUSBPRNnn (“n” represents a number)
CauseAction
Movement of the Print Head Holder 
is blocked.Clear the paper jam or foreign object that is preventing the Print Head 
Holder from moving, cancel printing from your computer, then turn off the 
machine and turn it back on again.
CauseAction
Machine is not ready. Ensure that the lamp on the Operation Panel lights.
If the lamp on the Operation Panel is off, turn the machine on.
While [COPY] is flashing, the machine is initializing. Wait until [COPY] 
stops flashing and stays lit. When the Alarm Lamp lights orange, an error 
may occur in the machine. For details on how to resolve the error, see “An
Error Message is Displayed on the LCD” on page 127.
Paper is not loaded. Load paper and press [OK].
If paper is loaded, ensure that the paper source (the Auto Sheet Feeder or 
Cassette) is selected correctly. If the paper source is not selected 
correctly, use [Feed Switch] or the printer driver to change the paper 
source.
If this error (Paper is not loaded) is ignored for a certain period of time, an 
additional message may be displayed.
Printer port setting does not match 
the interface connected to the 
machine.Check the printer port settings.
1. Click [Start] and select [Control Panel], [Printers and Other Hardware], 
and then [Printers and Faxes].
For non-Windows XP, click [Start], select [Settings], and then [Printers].
2. Select the icon of your machine.
3. Open the [File] menu and select [Properties].
4. Click the [Ports] tab (or the [Details] tab) to confirm the port settings.
A USB port is selected if either [USBnnn (Canon MP800R Series 
Printer)] or [MPUSBPRNnn (Canon MP800R Printer)] (where n is a 
number) is indicated.
If the port setting is not correct, change the port setting according to 
the interface you are using on the [Ports] tab (or the [Details] tab), or 
reinstall the MP Drivers.
Machine is not properly connected. Ensure that the printer cable is securely connected to the computer.
zIf using a switching hub or other device, disconnect the machine and 
reconnect it directly to the computer and try printing again. If 
successful, the problem may have been with the device.
zThere could also be a problem with the cable(s). Replace the cable(s) 
and try printing again.