Canon printer PIXMA MX310 User Manual

							77
Troubleshooting
Troubleshooting
This section describes troubleshooting tips  for problems you may encounter when using the 
machine.
z “An Error Message Is Displayed on the LCD” on page 78
z “LCD Cannot Be Seen At All” on page 81
z “An Unintended Language Is Displayed on the LCD” on page 81
z “Cannot Install the MP Drivers” on page 82
z “Cannot Connect to Computer Properly” on page 83
z “Print Results Not Satisfactory” on page 84
z “The Print Result Not Satisfactory When Copying” on page 88
z “Printing Does Not Start” on page 88
z “Paper Does Not Feed Properly” on page 89
z “Paper Jams” on page 90
z “Document Jams” on page 91
z “Error Message Appears on the Computer Screen” on page 94
z “Error Message Appears on a PictBridge Compliant Device” on page 96
z “Scanning Problems” on page 97
z “Problems Receiving Faxes” on page 97
z “Problems Sending Faxes” on page 99
z “Telephone Problems” on page 100
If an Error Occurs When the Machine Is Connected to a Computer
When an error occurs in printing such as the ma chine is out of paper or paper is jammed, a 
troubleshooting message is displa yed automatically. Take the appropriate action described in the 
message.
The message may vary depending on the version of your Windows operating system.
Note
This section mainly describes the methods of machine operation for troubleshooting. To handle problems 
using your computer, refer to “Troubleshooting” in the  User’s Guide on-screen manual. For details on how 
to view the on-screen manuals, see “Reading the On-screen Manuals” on page 102. 
						

							78Troubleshooting
An Error Message Is Displayed on the LCD
If an error message is displayed on the LCD, take the corresponding action described below.
MessageAction
CHECK INK
U051/U052/U053/U059 The FINE Cartridge may not be installed properly, or the Cartridge may not be 
compatible with this machine. Open the Scanning Unit (Printer Cover) and 
install the appropriate FINE Cartridge.
If the error is not resolved, the FINE Cartridge may be damaged. Contact your 
Canon service representative.
CHECK INK
U075/U076 Make sure that each FINE Cartridge is installed in the correct position.
See “Replacing a FINE Cartridge” on page 66.
CHECK INK
U140 The FINE Cartridge may not be compatible with this machine. Install the 
appropriate FINE Cartridge. See “Replacing a FINE Cartridge” on page 66.
CHECK INK
U150 The FINE Cartridge may not be installed properly.
Open the Scanning Unit (Printer Cover) and install the FINE Cartridge properly.
If the error is not resolved, the FINE Cartridge may be damaged. Contact your 
Canon service representative.
CHECK INK
U162 Ink may have run out.
The function for detecting the remaining ink level will be disabled since the ink 
level cannot be correctly detected.
If you want to continue printing without this function, press the 
Stop/Reset 
button for at least 5 seconds.
Canon recommends to use new genuine Canon cartridges in order to obtain 
optimum qualities.
Please be advised that Canon shall not be liable for any malfunction or trouble 
caused by continuation of printing under the ink out condition.
CHECK INK
U163 Ink has run out.
Replace the ink cartridge and close the Scanning Unit (Printer Cover).
If printing is in progress and you want to continue printing, press the 
Stop/Reset 
button for at least 5 seconds with the ink cartridge installed. Then printing can 
continue under the ink out condition.
The function for detecting the remaining ink level will be disabled.
Replace the empty ink cartridge immediately after the printing. The resulting 
print quality is not satisfactory, if printing is continued under the ink out 
condition.
REQ. SERVICE SOON The machine has a built-in ink absorber to hold the ink used during Print Head  Cleaning, for example.
This error message indicates that the ink absorber is nearly full.
Press the OK button to cancel the error so you can continue printing.
However, because printing is disabled once the ink absorber becomes 
completely full and until the ink absorber is replaced, you are recommended to 
contact your Canon service representative as early as possible. (You will need 
to replace a particular part of the machine.)
INCOMPATIBLE CAMERA A communication time out occurs if an operation takes too long or if it takes too  much time to send data. This may cancel printing. In such cases, disconnect 
and reconnect the USB cable.
When printing from a PictBridge compliant device, depending on the model or 
brand of your device, you may have to select a PictBridge compliant print mode 
on the device before connecting it to the machine. You may also have to turn on 
your device or select Play mode manually after connecting the device to the 
machine. Perform necessary operations before connecting your device referring 
to its instruction manual.
If the error is still not resolved, check if you can print another photograph.
UNSUPPORTED USB HUB If a PictBridge compliant device is connected via a USB hub, remove the hub  and connect it directly to the machine. 
						

							79
Troubleshooting
CHECK PRINTER Turn off the machine, and unplug the power cord of the machine from the power 
supply. After a while, plug the power cord of the machine back in, and then turn 
on the machine. If the same error occurs, contact your Canon service 
representative.
SCANNER ERROR Make sure that the protective material is removed from the FINE Cartridge  Holder, then turn the machine off and back on again. If the problem is not 
resolved, contact your Canon service representative. 
LOAD PAPER Reload the paper correctly and press the  OK button.
NotePressing the  Stop/Reset button also enables you to resolve the error, when 
sending faxes before printing out received data. After you press the  Stop/Reset 
button to resolve the error, ensure to press the  FA X button in order to print out 
data remained in memory.
PAPER JAMMED If paper has jammed in the machine, clear the jam, reload the paper in the  machine correctly and then press the OK button.
CANNOT SCAN FROM ADF The document is loaded in the ADF when applying  FIT-TO-PAGE in ENLARGE/
REDUCE , and STICKER COPY  and BORDERLESS COPY  in SPECIAL 
COPY .
Load the document on the Platen Glass when copying with  FIT-TO-PAGE in 
ENLARGE/REDUCE , and STICKER COPY  and BORDERLESS COPY  in 
SPECIAL COPY .
CHANGE PAPER TO The paper size setting is set to a size other than A4, Letter or Legal. Set the paper size setting to A4, Letter or Legal and load paper of the same 
size.
CHECK DOCUMENT No document in the ADF. Press the OK button to resolve the error, then operate again after loading 
documents.
CLEAR DOC.  [OK]
STOP DOC CLR  [STOP] Documents remain in the ADF.
Press the 
OK button to eject documents and press the  Stop/Reset button to 
stop ejecting.
To continue scanning, operate on the application. The scanning from the ADF 
may not be supported depending on your application software. For details, refer 
to the instruction manual of your application.
COVER IS OPEN You opened the Scanning Unit (Printer Cover) during an operation. Return the Scanning Unit (Printer Cover) to its original position.
DEVICE IN USE
CANNOT TURN OFF You are unable to turn off the machine with the 
ON/OFF button because the 
machine is performing an operation.
The machine is performing an operation. Wait until the operation has finished, 
then turn off the machine.
DOCUMENT IN ADF The document is jammed in the ADF. Remove the document page jammed in the ADF, then press the  OK button. 
Operate again after resolving the error.
See “Document Jams” on page 91.
DOCUMENT TOO LONG The document is too long or is jammed in the ADF. Remove the document page jammed in the ADF, then press the  OK button. 
After resolving the error, make sure that the document you are loading meets 
the machine’s requirements before redoing the operation.
See “Original Document Requirements” on page 8.
MEMORY IS FULL zThe machine’s memory is full because you tried to copy too many pages at 
once or a very detailed document.
Divide the document and copy each part separately.
z The machine’s memory is full because it has received too many documents, 
or a very long or detailed document.
Contact the sender and have him/her divide and resend them.
MessageAction 
						

							80Troubleshooting
„Fax Related Messages
MessageAction
BUSY/NO SIGNAL
zThe telephone number you dialed is busy.
Try dialing again after waiting for a moment. See “Redialing” on page 46.
z The fax number dialed was incorrect.
Check the fax number and dial again.
z The recipient’s fax machine is not working.
Contact the recipient and have them check their fax machine.
z The recipient is not using a G3 machine.
Contact the recipient and ask them to send or receive the document using a 
G3 machine.
z The touch tone/rotary pulse setting on your machine is incorrect.
Set the machine to the setting that matches your telephone line. See “Setting 
the Telephone Line Type” on page 32.
z The receiving fax machine did not answer within 55 seconds (after all 
automatic redialing attempts).
Contact the recipient and have them check their fax machine. For an 
overseas call, add pauses to the registered number.
HANG UP PHONE The handset is not placed in the handset cradle correctly. Replace the handset  correctly.
NO ANSWER The recipient’s fax machine does not answer. Check the number. Try dialing again after waiting for a moment.
NO TONE DETECTED The telephone line cable with a modular plug is not plugged in properly, or  DIAL 
TONE DETECT  is set to ON. Make sure that the cable is plugged in properly, 
and resend the fax after a while. If you still cannot send the fax, set  DIAL TONE 
DETECT  to OFF .
NO RX PAPER The other party’s fax machine is out of paper or its memory is full. Contact the other party and have them load paper in their fax machine or free up 
space in their fax machine’s memory.
NO TEL NUMBER The coded speed dialing code you entered has not been registered. Register the coded speed dialing code.
RECEIVED IN MEMORY If the machine receives a fax under one of the following conditions, the machine  will not be able to print the received fax and will store it in its memory. 
When the problem is resolved as described, the fax stored in memory is printed 
automatically.
zInk is low or has run out while receiving a fax: replace the FINE Cartridge. 
See “Replacing a FINE Cartridge” on page 66.
z Paper size/type setting is incorrect: correct the paper size/type setting.
z Paper has run out while receiving a fax: load the paper and press the  OK 
button.
z Output Tray is closed: open it.
z OFF  is selected for  AUTO PRINT RX : select ON.
z You pressed the  Stop/Reset button to cancel printing of a fax: press the  FA X 
button.
TRY AGAIN IN B&W The recipient’s fax machine is not color-compatible. Press the  Black button to 
resend the faxes. Alternatively, you can set  COLOR TX to IF INCOMPAT., 
B&W .
TX/RX CANCELLED You pressed the  Stop/Reset button to cancel the transmission.
If required, try sending or receiving again.
TX/RX NO.nnnn When the machine sends or receives a fax, it assigns a unique identification  number (nnnn).
Write the number down if you will need it later. 
						

							81 Troubleshooting
LCD Cannot Be Seen At All
An Unintended Language Is Displayed on the LCD
CauseAction
The machine is not powered on or the 
LCD is in the screen-saver mode.zIf the Power lamp is off
The machine is not powered on. Connect the power cord and press the ON/
OFF button. The machine will power on and the LCD will display a message.
zIf the Power lamp is lit
The LCD may be in the screen-saver mode. On the Operation Panel, press a 
button other than the ON/OFF button.
CauseAction
The language you want to be displayed 
is not selected.Select the language according to the following procedure.
(1)Press the ON/OFF button to turn on the machine.
(2)Press the Menu button three times.
(3)Press the ] button twice, then press the OK button.
(4)Press the ] button once, then press the OK button.
(5)Press the [ button repeatedly to select the leftmost language.
(6)Press the ] button the number of times in the following list according to your 
desired language.
– JAPANESE: 0 time
– ENGLISH: 1 time
– GERMAN: 2 times
– FRENCH: 3 times
– ITALIAN: 4 times
– SPANISH: 5 times
– DUTCH: 6 times
– PORTUGUESE: 7 times
– NORWEGIAN: 8 times
– SWEDISH: 9 times
– DANISH: 10 times
– FINNISH: 11 times
– RUSSIAN: 12 times
– CZECH: 13 times
– HUNGARIAN: 14 times
– POLISH: 15 times
– SLOVENE: 16 times
– TURKISH: 17 times
(7)Press the OK button.
The desired language is displayed on the LCD.
(8)Press the Stop/Reset button. 
						

							82Troubleshooting
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, 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 your computer.
(7)Make sure you have no application software running, including anti-virus 
software.
(8)Follow the procedure described in your setup sheet 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 CD-ROM icon is still not displayed, try different disks and see if they are 
displayed. If other disks are displayed, there is a problem with the Setup CD-
ROM. Contact your Canon service representative. 
						

							83
Troubleshooting
Cannot Connect to Computer Properly
„ Printing Speed Is Slow / USB 2.0 Hi-Speed Connection Does Not Work
„“This device can perform faster” Message Is Displayed
Installation procedure not followed 
correctly. Follow the procedure described in your setup sheet 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.
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.
z
The USB port on your computer supports USB 2.0 Hi-Speed connection.
z The 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.
z The operating system of your computer supports USB 2.0 Hi-Speed 
connection.
Obtain and install the latest update for your computer.
z The 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 Speed Is Slow / USB 2.0 Hi-Speed Connection Does Not Work” on 
page 83.
CauseAction 
						

							84Troubleshooting
Print Results Not Satisfactory
If the print result is not satisfactory, confirm the paper and print quality settings first.
zDo 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.
z 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 devic e, set the print quality setting by using the 
Operation Panel on the machine. You cannot ma ke this setting from a PictBridge compliant 
device.
The method to confirm the paper and print qualit y settings differs depending on what you do with 
your machine.
If the problem is not resolved even if the paper and  print quality settings are correct, there may be 
other causes. See also  the sections below.
„Colors Are Unclear
To copy by operating the 
machine Confirm by using the Operation 
Panel on the machine. Refer to 
the  User’s Guide  on-screen manual.
To print from a PictBridge 
compliant device Confirm by using your PictBr
idge compliant device or the 
Operation Panel on the machine. See “Printing Photographs 
Directly from a Compliant Device” on page 25.
To print from a computer Confir m by using the printer driver.
Refer to the  PC Printing Guide  on-screen manual.
CauseAction
Color correction is not enabled. When printing photographs or other graphics, enabling color correction may 
improve color.
When performing direct printing, select VIVID ON in the print settings.
When printing from your computer, refer to “Print Results Not Satisfactory” in the 
User’s Guide  on-screen manual. 
						

							85
Troubleshooting
„ Printing Does Not Start/Printing Is Blurred/Colors Are Wrong/Straight 
Lines Are Misaligned
„ White Streaks
CauseAction
FINE Cartridge is not installed properly. 
/ There is no ink left. Remove the FINE Cartridge, then reinstall it.
Small dusts may be stuck between the contact points. In this case, the print 
result may be improved by reinstalling the FINE Cartridge.
Also, check that the protective tape (A) is removed.
Print Head nozzles are clogged. See “When Printing Becomes Faint or Colors Are Incorrect” on page 59 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.
For detailed information on the printable side, refer to the instruction manuals 
supplied with the paper.
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 “Aligning the Print Head” on page 64 to perform Print Head Alignment using 
the Operation Panel.
CauseAction
Print Head nozzles are clogged. See “When Printing Becomes Faint or Colors Are Incorrect” on page 59 and perform any necessary maintenance operation.
(A) 
						

							86Troubleshooting
„Printed Paper Curls or Has Ink Blots
„ Printed Surface Is Scratched/Paper Is Smudged
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 13.
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 74.
Inside of the machine is dirty. When performing duplex printing, if the specified page size does not match the  actual size of paper loaded in the paper source, the inside will become stained 
with ink, causing printed paper to become smudged.
Perform the 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 75.
NoteTo prevent the inside of the machine from getting stained, set the page size 
correctly.
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 13.
z When 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.