Canon printer PIXMA Pro9500 User Manual

							Troubleshooting
67
Cannot Install the Printer Driver or an Application Program
ProblemPossible CauseTr y This
Cannot Install the 
Printer Driver
Unable to proceed 
beyond the Printer 
Connection screenReinstall the printer driver.
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 Welcome screen, then 
remove the CD-ROM.
5. Turn the printer off.
6. Check the cable connection.
7. Restart the computer.
8. Make sure no other applications 
(including anti-virus programs) are 
running.
9. Carefully follow the procedures 
described in the 
Easy Setup 
Instructions and reinstall the driver.
Installation does 
not start 
automatically when 
the 
Setup CD-ROM 
is inserted into the 
driveIf the printer driver installation did not start automatically when you inserted the Setup CD-ROM into the CD-ROM drive:
1. Click Start and select My Computer. 
2. Double-click the CD-ROM icon  .
For non-Windows XP, double-click the My Computer icon on the desktop and then 
double-click the CD-ROM icon  .
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 disks and see if they are displayed. If other disks are 
displayed, there is a problem with the 
Setup CD-ROM. Contact the Customer Care 
Center.
Installation 
procedure not 
followed correctlyFollow the 
Easy Setup Instructions packaged with your printer for proper printer 
driver installation.
If the installer was forced to be terminated due to an error, Windows may be 
unstable. Remove the CD-ROM from the CD-ROM drive and restart your computer. 
Reinstall the printer driver. If this problem persists, refer to your Windows 
documentation for more information. 
						

							Troubleshooting
68
Cannot Connect to PC Properly
Easy-PhotoPrint 
Pro does not start 
up or Easy-
PhotoPrint Pro 
menu does not 
appearAfter Easy-
PhotoPrint Pro had 
been installed, 
Adobe Photoshop is 
installed
If the Easy-PhotoPrint Pro menu does not appear on Adobe Photoshop although 
you have installed Easy-PhotoPrint Pro, make sure that Adobe Photoshop is not 
running and install Adobe Photoshop Plug-In as described below.
1. Click 
Start, and select  All Programs  (or Programs ), Canon Utilities , Easy-
PhotoPrint Pro  and then Photoshop Plug-In Installer .
2. Follow the on-screen instructions to install Adobe Photoshop Plug-In.
1. Select  Applications  from the Go menu, and double-click the  Canon Utilities 
folder, the  Easy-PhotoPrint Pro  folder and then the  Plug-In Installer icon.
2. Follow the on-screen instructions to install Adobe Photoshop Plug-In.
In Macintosh
If you have never started up Adobe Photoshop before, Adobe 
Photoshop Plug-In cannot be installed.
ProblemPossible CauseTr y This
Printing Speed Is 
Slow / USB 2.0 
Hi-Speed 
Connection Does 
Not Work Yo u r  e n v i r o n m e n t  i s  
not fully compatible 
with USB 2.0.
If your environment is not fully compatible with USB 2.0, the printer will operate at 
a lower speed provided under USB 1.1.
Check the following to ensure that your PC environment supports USB 2.0 Hi-
Speed connection.
z
The USB port on your PC supports USB 2.0 Hi-Speed connection.
z Both the USB cable and USB hub support USB 2.0 Hi-Speed connection.
Be sure to use a certified USB 2.0 Hi-Speed cable. You are recommended to use 
the cable no longer than 3 meters (10 feet).
z The operating system of your computer supports the USB 2.0 Hi-Speed 
connection.
Obtain the latest version of the OS update program and install it on your PC.
z The USB 2.0 Hi-Speed driver operates properly.
Obtain the latest version of the USB 2.0 Hi-Speed driver and install it on your 
PC.
For details on checking the above, contact the maker of your 
computer, USB cable, or USB hub.
When you 
connect to a 
computer 
running Windows 
XP, the screen 
shows the 
warning message 
“Hi-speed USB 
device plugged 
into non-hi-speed 
USB hub” or 
“This device can 
perform faster” Yo u r  e n v i r o n m e n t  i s  
not fully compatible 
with USB 2.0.
See 
“Printing Speed Is Slow / USB 2.0 Hi-Speed Connection Does Not Work ” on 
page 68.
ProblemPossible CauseTr y This 
						

							Troubleshooting69
The Printer Is Vibrating
 
Print Results Not Satisfactory or Contains Errors
ProblemPossible CauseTr y This
The Printer Is 
Vibrating The printer is 
shaking the ink 
tanks When the 
POWER lamp flashes blue and the printer vibrates, the printer is shaking 
the ink tanks.
This is not a malfunction, so wait until the  POWER lamp stops flashing and stays 
lit, and the printer stops vibrating. Do no t open the Top Cover while the printer is 
operating (the  POWER lamp is flashing blue).
ProblemPossible CauseTr y This
Printing is Blurred/
Colors are Wrong/
White Streaks 
appear Print Head nozzles are 
clogged
Open the Top Cover and check if all ink lamps are lit.
See 
“Replacing an Ink Tank ” on page 35 .
Print the nozzle check pattern to check for uneven ink output.
See  “Printing the Nozzle Check Pattern ” on page 48 .
When a specific color is missing from th e nozzle check pattern, clean the Print 
Head.
See  “Print Head Cleaning ” on page 53.
The particle 
concentration of the 
ink becomes uneven 
in the ink tank, and 
this is not the 
optimum condition of 
the ink for printing The particles of the ink may settle toward the bottom of the tank.
z
Perform Print Head Cleaning.
See  “Print Head Cleaning ” on page 53.
z Press the  RESUME/CANCEL  button on the printer to shake the ink tanks.
See  “Shaking the Ink Tanks Periodically ” on page 34.
To maintain optimal print quality, press the  RESUME/CANCEL button on the 
printer about once a week to shake the ink tanks.
The input profile in the 
printer driver is 
incorrect If printout color of photographs that are taken in Adobe RGB mode is not 
satisfactory, configure the input profile and then try printing again. It may 
improve the quality of printout color.
1. Open the printer properties dialog box.
See  “Opening the Printer Properties Dialog Box Directly from the Start 
Menu ” on page 32.
2. On the  Main tab, select  Manual for Color/Intensity , and then click  Set.
3. Select  ICM [Windows Image Color Management]  for Color Correction .
4. Select  Adobe RGB(1998)  for Input Profile .
If  Adobe RGB(1998)  is not displayed, install the Adobe RGB(1998) 
following the procedure described in your setup sheet.
Print Head is 
misaligned Perform Automatic Print Head Alignment.
See 
“Aligning the Print Head ” on page 61 .
If this does not solve the problem, re fer to “Routine Maintenance” of the 
User’s Guide on-screen manual and align the Print Head manually.
Paper loaded wrong 
side up Check the print side of the paper.
Follow the instructions packaged with your specialty media for 
loading and handling.
Incorrect paper type
On the  Main tab of the printer driver, ensure that the  Media Type selected 
matches the paper loaded.
In the  Print  dialog box of the printer driver, select  Quality & Media from the 
pop-up menu, and then ensure that the  Media Type selected matches the 
paper loaded. 
						

							Troubleshooting
70
Printing is Blurred/
Colors are Wrong/
White Streaks 
appearPrint Quality is not set 
properly
Be sure to set the 
Print Quality setting to High in Windows, or  Fine in 
Macintosh.
1. Open the printer properties dialog box.
2. On the  Main tab, click  High for the  Print Quality  setting.
When you cannot choose the  High setting or when the print quality does 
not improve, select  Custom, click Set and then adjust the  Quality bar for 
higher print quality.
1. Open the  Print dialog box.
2. Select  Quality & Media  from the pop-up menu and then click  Detailed 
Setting .
3. Drag the  Print Quality  slide bar to the  Fine end.
Printing in grayscale 
using the printer 
driver or Easy-
PhotoPrint Pro When printing in grayscale, depending on
 an image, the printing troubles may 
occur on the top and/or bottom edges of the paper such as uneven coloration 
or white streaks.
In this case, we recommend printing with the top and bottom margins of the 
paper set to more than 45 mm / 1.77 inches using the Easy-PhotoPrint Pro 
provided on the 
Setup CD-ROM or your page layout software.
To set margins using the Easy-PhotoPrint Pro, print following the procedure 
described in “Printing Grayscale Photos from Easy-PhotoPrint Pro” in 
“Grayscale Printing” in the 
Digital Photo Printing Guide on-screen manual.
If you want to print with no margin, convert the image to grayscale using an 
image-editing software or the like, then print it without the  Grayscale Printing 
setting in the printer driver. To do so, in Windows, clear the  Grayscale Printing 
check box on the  Main tab, then print. In Macintosh, select  Quality & Media 
from the pop-up menu in the  Print dialog box, and clear the  Grayscale Printing 
check box, then print. If printing using the Easy-PhotoPrint Pro provided on 
the 
Setup CD-ROM after converting to grayscale, clear the  Grayscale Photo 
check box. The gray balance of the image printed after grayscale conversion 
may seem different compared with the one printed with the  Grayscale Printing 
setting in the printer driver or the  Grayscale Photo setting in the Easy-
PhotoPrint Pro.
Printed Ruled Lines 
are Displaced Print Head is 
misaligned Align the Print Head. See 
“Aligning the Print Head ” on page 61.
Print Quality is not set 
properly Be sure to set the 
Print Quality setting to High in Windows, or  Fine in 
Macintosh.
1. Open the printer properties dialog box.
2. On the  Main tab, click  High for the  Print Quality  setting. 
When you cannot choose the  High setting or when the print quality does 
not improve, select  Custom, click Set and then adjust the  Quality bar for 
higher print quality.
1. Open the  Print dialog box.
2. Select  Quality & Media  from the pop-up menu and then click  Detailed 
Setting .
3. Drag the  Print Quality  slide bar to Fine end.
ProblemPossible CauseTr y This 
						

							Troubleshooting71
Printed Paper Curls 
or Ink Blots Paper being used is 
too thin Use photo paper to print photos or pictures in deep color that have high color 
saturation.
Incorrect paper type
On the  Main tab of the printer driver, ensure that the  Media Type selected 
matches the paper loaded.
In the  Print dialog box of the printer driver, select  Quality & Media from the 
pop-up menu, and then ensure that the  Media Type selected matches the 
paper loaded.
Printed Surface is 
Scratched/Back of 
Paper is Smudged Inappropriate paper 
type is used
Check to see if the paper you are printing on is too thick or curled.
See
“Print Media to Avoid ” on page 4.
Note that smudging may occur at the to p and bottom edges of the paper when 
using  Borderless Printing . Ensure that the paper you are using is compatible 
with  Borderless Printing .
Paper feed roller is 
dirty Clean the paper feed roller.
See “
Paper Feed Roller is dirty ” in “Paper Does Not Feed Properly ” on page 
75.
Inside of the printer is 
dirty If the inside of the printer is stained with excess ink, the printed paper may be 
smudged. Periodically clean the inside of the printer.
See “Cleaning the Inside of the Printer” in the 
User’s Guide on-screen manual.
Thick paper is used Select the  Prevent paper abrasion check box to widen the clearance between 
the Print Head and the loaded paper.
The settings here are also applied under Direct Printing from a digital camera.
Clear the  Prevent paper abrasion  check box once printing is 
complete, and then click  Send.
1. Open the printer properties dialog box.
2. Click the  Maintenance  tab and then  Custom Settings .
3. Select the  Prevent paper abrasion  check box and click Send.
Click  OK when the confirmation message appears. 
1. Open the  Canon IJ Printer Utility  dialog box.
2. Select  Custom Settings  from the pop-up menu.
3. Select the  Prevent paper abrasion  check box and click Send.
Click  OK when the confirmation message appears. 
Paper abrasion can be prevented by pressing the  RESUME/
CANCEL  button on the printer. With the printer on, hold down the 
RESUME/CANCEL  button until the POWER lamp flashes blue 
seven times, and then release the button. To cancel the setting, 
turn off the printer.
Board paper or 
especially thick paper 
is used If you are printing on board paper or especially thick paper (from 0.6 mm / 23 
mil to 1.2 mm / 47 mil), select 
Board Paper from Media Type  in the printer 
driver. 
The printed surface may be scratched or a malfunction may occur if  Media 
Type  is set to anything other than  Board Paper.
Paper that is thicker than 1.2 mm / 47 mil cannot be used.
ProblemPossible CauseTr y This 
						

							Troubleshooting
72
Printed Surface is 
Scratched/Back of 
Paper is SmudgedMedia is curled If the paper is curled, it may become marked or not feed properly. Use paper 
after correcting paper curl as follows.
When using Photo Paper Plus Semi-gloss, even if the sheet is curled, load one 
sheet at a time as it is. If you roll up this paper to flatten, this may cause 
cracks on the surface of the paper and reduce the print quality.
1. Place the paper on a flat surface with the print side
*1 face up, then cover it 
with plain regular paper to avoid damaging the surface.
2. Roll up the paper in the opposite direction as shown in the figure below.
3. Check the printing paper if paper curl is corrected within approximately 2 
to 5 mm / 0.08 to 0.2 inches
*2.
It is recommended to print the curl-corrected paper one sheet at a time.
ProblemPossible CauseTr y This
(1)
*1(2)
*2
*1 
						

							Troubleshooting73
Troubleshooting Printer Hardware
ProblemPossible CauseTr y This
Printer Does Not 
Start or Printer 
Stops During Print 
Jobs The printer is warming 
up or processing data
Wait for a while. The printer will automatically start printing, when it finishes 
warming up or processing data.
Ink tank is not 
installed in the correct 
position Open the Top Cover, and make sure that the ink lamp lights red. If the ink lamp 
flashes red fast (at about one second in
terval), the ink tank may have been 
installed in a wrong position. Make sure that the correct ink tank color is 
inserted in each position. 
See  “Replacing an Ink Tank ” on page 35.
Ink tank is empty If the ink lamp flashes red fa st (at about one second interval) even though 
each ink tank is installed in its appropriate position, ink is empty.
Check the number of how many the  ALARM lamp flashes orange, then replace 
the ink tank.
See  “Replacing an Ink Tank ” on page 35.
z If multiple ink lamps are flashing, check how fast they flash.
Fast flashing (at about one second interval) indicates the ink is 
empty. Slow flashing (at about three second interval) indicates 
ink is low. For details on different flashing speeds, see 
“Getting the Ink Level Information ” on page 36.
z When the ink lamp is unlit and the  ALARM lamp on the printer 
is also unlit, the function for detecting the remaining ink level 
has been released. Replacing with a new ink tank will activate 
this function again.
Ink tank is not fully 
inserted When the ink lamp is unlit, press the   mark on the ink tank until it clicks 
into place. The ink lamp lights red when the ink tank is fully inserted.
When the ink lamp is unlit and the 
ALARM lamp on the printer is 
also unlit, the function for detecting the remaining ink level has 
been released. Replacing with a new ink tank will activate this 
function again.
Incorrect page size is 
selected  Press the 
RESUME/CANCEL  button on the printer to  clear the error. Then check 
the  Page Size  setting in the  Page Setup tab (Windows) or the  Page Setup 
dialog box (Macintosh) in the printer driver and load paper that is the same 
size as the setting and try printing again.
If printing does not start even when  the paper loaded in the printer is the 
same as the setting, set the printer driver not to detect the width of the paper.
See  “Error Regarding the Width of Paper ” on page 83.
Incorrect paper type 
and page size When using Fine Art Paper “Museum Etching”, Fine Art Paper “Photo Rag”, 
Fine Art Paper Premium Matte, or non-Canon genuine specialty paper, be sure 
to select the type of each media from 
Media Type and a paper size which says 
“Art XX [Margin 35 mm]” from  Page Size.
For more details on printer driver settings, refer to the appropriate section in 
“Printing Media” in the 
User’s Guide on-screen manual.
Check the settings with the following  procedure and then try printing again.
1. Ensure that a paper size which says “Art XX [Margin 35 mm]” is selected in  the application.
If the paper size you want to use is not displayed, open the  File menu of 
the application and select  Print. Then ensure that the name of your printer 
is selected.
2. Ensure that the paper selected for  Media Type in the Main tab (Windows) or 
the  Quality & Media  in the pop-up menu of the  Print dialog box 
(Macintosh) in the printer driver matches the paper loaded in the printer.
3. Ensure that the  Page Size setting in the  Page Setup tab (Windows) or the 
Page Setup  dialog box (Macintosh) in the printer driver is the same as the 
size set in step 1. 
						

							Troubleshooting
74
Printer Does Not 
Start or Printer 
Stops During Print 
JobsOther than Letter-
sized paper is loaded 
when printing the 
nozzle check pattern 
or the print head 
alignment patterns If other than Letter-sized paper is loaded, you cannot print these patterns. 
Press the 
RESUME/CANCEL  button on the printer to clear the error, and load 
Letter-sized plain paper in the Auto Sheet Feeder. Then try performing again.
If an error occurs while performing Automatic Print Head 
Alignment, there could be a different cause. For details, see 
“Eleven flashes” in  “Handling Error Messages ” on page 77.
There may be 
problems with your 
operating system Restart your computer. It may solve the problem.
Delete an undesired print job, if there is any. Use 
Canon IJ Status Monitor in 
Windows or click the printer’s icon in the Dock in Macintosh for the deletion.
1. Open the printer properties dialog box.
See  “Opening the Printer Properties Dialog Box Directly from the Start 
Menu ” on page 32.
2. Click the  Maintenance  tab and then  View Printer Status .
3. Click  Display Print Queue .
4. Select  Cancel All Documents  in 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 job is deleted.
1. Click the printer’s icon in the Dock and display the list of print jobs in  progress.
If you are using Mac OS X v.10.2.8, click on the printer icon in the Dock to 
start up the  Print Center and double-click on the name of your printer in the 
Printer List  to open a list of print jobs in progress.
2. Select the print job to delete and click  .  The print job is deleted.
Cannot Print to End 
of Job
The size of the print 
data is too large Check the size of the print data. For Windows XP and Windows 2000, if the 
size of the data is too large, part of it may be lost. When the spool format is 
EMF, follow the procedure below.
1. Open the printer properties dialog box.
2. On the 
Page Setup  tab, click Print Options .
3. Select the  Reduce spool data size  check box, and click OK.
When  Reduce spool data size  is set, the print quality may be 
degraded.
Photo paper plus 
glossy is used If printing stops frequently and there ar
e problems with the print quality when 
printing on Photo Paper Plus Glossy, quit any applications that you are not 
using and reduce the number of prints to one.
Part of the Page Is 
Not Printed Incorrect page size is 
selected Ensure that the page size setting matches the size of the paper loaded in the 
printer:
z
Check the Page Size setting from within  your application to ensure that it 
matches the size of the paper loaded.
z Check Page Size on the  Page Setup tab in the printer properties dialog box 
of the printer driver (Windows) or the  Page Setup dialog box of the printer 
driver (Macintosh) to ensure that it matches the size of the paper loaded.
ProblemPossible CauseTr y This 
						

							Troubleshooting75
Paper Does Not Feed Properly
ProblemPossible CauseTr y This
Paper Does Not 
Feed Properly Inappropriate paper 
type is used Check to see if the paper you are printing on is too thick, too heavy, or curled.
See 
“Print Media to Avoid ” on page 4.
Paper Feed Roller is 
dirty Follow the steps described below to clean the Paper Feed Rollers.
Cleaning the Paper Feed Rollers consumes them, so perform this procedure only 
when necessary.
Ensure that the Inner Cover is closed.
1. Ensure that the printer is on and there is no paper loaded in the printer.
2. Gently press the   mark on the Front Tray to open the Front Tray, then  pull out the Front Tray Extension.
3. Hold down the  RESUME/CANCEL button and release after the  POWER lamp 
flashes blue three times.
The Paper Feed Rollers will rotate as they clean.
4. Repeat step 3 twice.
5. Load three or more sheets of Letter-sized plain paper lengthways in the Auto  Sheet Feeder.
6. Hold down the  RESUME/CANCEL button and release after the  POWER lamp 
flashes blue three times.
The paper cleans the inside of the printer as it feeds through the printer.
7. Repeat step 6 three times.
If repeating this procedure three times or more does not solve the problem, 
contact the Customer Care Center.
Paper is loaded 
incorrectly Always load paper in the portrait orientatio
n in the Auto Sheet Feeder or Front Tray 
regardless of the print direction selected in the printer driver.
Ensure that paper is loaded correctly.  When loading paper in the Auto Sheet 
Feeder, slide the Paper Guide against the paper stack. See  “Loading Paper ” on 
page 4.
A large quantity of 
plain paper is 
loaded in the Auto 
Sheet Feeder Depending on the environment in which it is used (high temperature/high 
humidity/low temperature/low humidity), 
some types of plain paper may not feed 
correctly.
If this happens, reduce the number of  pages loaded to about the half the 
recommended maximum (stack approx. 5 mm or 0.2 inches high).
Heavy art paper is 
loaded in the Auto 
Sheet Feeder If you are using art paper that is not produced by Canon, ensure that the paper is 
200 gsm (53 lb) or less.
Printing cannot be done from the Auto Sheet Feeder if the paper is too heavy. 
Check the paper’s package for information on its weight. If it is more than 200 gsm 
(53 lb), load it in the Front Tray. 
						

							Troubleshooting
76
Paper Jams
ProblemPossible CauseTr y This
Paper Jams Paper jams in the Auto Sheet Feeder/
Front Tray/Rear 
Support Remove the paper according to the following procedure.
1. Slowly pull the paper out, from the Auto Sheet Feeder, the Front Tray, or the 
back of the printer, whichever is easier. 
If the paper tears and a piece remains inside the printer, open the Top Cover 
and remove it. Be careful not to touch the components inside the printer at this 
time.
After removing all paper, close the Top Cover, turn the printer off and turn it 
back on.
2. Reload the paper into the printer, and press the  RESUME/CANCEL button on the 
printer.
• Set the Paper Guide correctly when prin ting from the Auto Sheet Feeder. The 
paper may not feed properly if the Paper Guide is not set correctly.
See step (3) in  “Load the paper. ” on page 6.
• If you have turned off the printer in step 1, you will need to try printing again,  because this operation cancels any print jobs in progress.
When reloading the paper into the printer, refer to  “Paper Does Not 
Feed Properly ” on page 75 to confirm that you are using the correct 
paper and are loading it into the printer correctly.
If you cannot remove the paper or the paper tears inside the printer, or if the 
paper jam error continues after removing the paper, contact the Customer Care 
Center.
Feeding from the Auto Sheet  Feeder Feeding from the Front Tray