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Canon printer PIXMA Pro9500 User Manual

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    							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 
    						
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