Troubleshooting

Troubleshooting Instructions



If a Power Failure Occurs

If a power failure occurs, you cannot copy, scan, or print documents.



If You Cannot Solve a Problem

This section describes the customer support services.


Customer Support (U.S.A.)

Customer Support (Canada)


Customer Support (U.S.A.)

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If you cannot solve the problem after having referred to the information in this chapter, contact Canon Customer Care Center at 1-800-OK-CANON Monday through Friday between the hours of 8:00 A.M. to 8:00 P.M. EST. On-line support is also available 24 hours a day at the website http://www.canontechsupport.com.



Customer Support (Canada)

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Canon Canada Inc., offers a full range of customer technical support options*:
* Support program specifics are subject to change without notice.

  • For step-by-step troubleshooting, e-mail technical support, the latest driver or document downloads, and answers to frequently asked questions, visit
    http://www.canon.ca/
  • Free live technical support 9 A.M. to 8 P.M. EST Monday through Friday (excluding holidays) for products still under warranty 1-800-652-2666
  • For the location of the authorized service facility nearest you, visit http://www.canon.ca/ or 1-800-652-2666
  • If the problem cannot be corrected by using one of the above technical support options, repair options are available at the time of your call to the live technical support number above or via the website at http://www.canon.ca/
    * Support program specifics are subject to change without notice.

Please have the following information ready when you contact Canon:

  • Product name (imageCLASS D460/imageCLASS D440/imageCLASS D420)
  • Serial number (on the label located inside top of the front cover)
  • Place of purchase
  • Nature of problem
  • Steps you have taken to solve the problem and the results

Remark
  • If the machine makes strange noises, emits smoke or odd odor, turn OFF the main power switch immediately, disconnect the power cord, and contact Canon Customer Care Center. Do not attempt to disassemble or repair the machine yourself.
  • Attempting to repair the machine yourself may void the limited warranty.


Clearing Jams

When <CHECK DOCUMENT>, <PAPER JAM> or <PAPER JAM/OPEN REAR COVER> appears on the display, remove jammed paper from the machine first, then from the paper cassette or multi-purpose tray if necessary. Check the following if you experience repeated paper jams:

  • Fan and tap the paper stack on a flat surface before loading it in the machine.
  • Check that the paper you are using meets the requirements for use. (See "Paper Requirements.")
  • Make sure you have removed any scraps of paper from the inside of the machine.

Remark
  • When removing jammed documents or paper, take care not to cut your hands on the edges of the document or paper.
  • When removing jammed paper or when inspecting the inside of the machine, do not allow necklaces, bracelets, or other metal objects to touch the inside of the machine, as this may result in burns or electrical shock.
  • If you tear the paper, remove any torn pieces to avoid further jams.
  • If loose toner comes into contact with your skin or clothing, wash with cold water. Warm water will set the toner.
  • Do not force a jammed document or paper out of the machine. Contact Canon Customer Care Center if needed.

Document Jams

For D460


For D440


Paper Jams

For D460


For D440/D420



Document Jams

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When <CHECK DOCUMENT> appears on the display, remove a jammed document from the ADF.



For D460

Return to Overview

  1. Open the ADF cover.
  1. Hold both sides of any jammed documents and gently pull them out straight upward.
  • Do not force a jammed document out of the machine. If the jammed document cannot be removed easily, proceed to the next step.
  1. Open the inner cover, holding it by its front tab (A).
  1. Lift the release lever (A) until it clicks into place.
  1. Remove the jammed document.
  • Do not force a jammed paper out of the machine as it may tear.
  1. Return the release lever (A) to its original position.
  1. Close the inner cover.
  1. Close the ADF cover.
  • Be careful not to get your fingers caught.
  1. Open the ADF and then hold both sides of any jammed documents and gently pull them out.
  1. Close the ADF.
  • Be careful not to get your fingers caught.


For D440

Return to Overview

  1. Open the ADF cover.
  1. Hold both sides of any jammed documents and gently pull them out straight upward.
  • Do not pull the document forcefully as it may tear.
  1. Hold both sides of any jammed documents and gently pull them out.
  1. Close the ADF cover.
  • Be careful not to get your fingers caught.
  1. Open the ADF and then hold both sides of any jammed documents and gently pull them out.
  1. Close the ADF.
  • Be careful not to get your fingers caught.


Paper Jams

Return to Overview

When <PAPER JAM> or <PAPER JAM/OPEN REAR COVER> appears on the display, remove jammed paper from the inside of the machine first, then from the paper cassette or multi-purpose tray if necessary.



For D460

Return to Overview

  1. Hold the front side of the operation panel with your hands.
  1. Lift the scanning platform (A) until it is locked. (You will hear an audible "click.")
  1. Hold the grip (A) on the right front side of the toner cover.
  1. Open the toner cover.
  1. Remove the toner cartridge from the machine.
  • Do not touch the rollers and parts which have labels "CAUTION! Hot surface avoid contact" on. They become very hot during use.
  • Remove watches and any bracelets or rings when touching the inside of the machine. These items might be damaged if they come into contact with the parts inside of the machine.
  • To avoid exposing the toner cartridge to light, place it in its protective bag or wrap it in a thick cloth.
  • Do not open the drum protective shutter on the toner cartridge. Print quality may deteriorate if the drum surface is exposed to light or is damaged.
  • Do not touch the fixing assembly (A) as it becomes very hot during use.
  • Do not touch the transfer roller (B) as this can damage the machine.

  • Always hold the toner cartridge by its handle (A).

  1. Hold both sides of the jammed paper and gently pull it out.
  1. Gently pull the jammed paper between the fixing assembly (A) and transfer roller (B) until the leading edge emerges from the machine.
  • Do not touch the fixing assembly (A) as it becomes very hot during use.
  • Do not touch the transfer roller (B) as this can damage the machine.
  1. Hold both sides of the jammed paper and carefully pull it out.
  1. Hold the toner cartridge by its handle (A).
  • Do not open the drum protective shutter on the toner cartridge. Print quality may deteriorate if the drum surface is exposed to light or is damaged.
  • Always hold the toner cartridge by its handle (A).
  1. Insert the toner cartridge so that the protrusion on the right side of the toner cartridge (A) fits into the guide (B) located on the right side of the machine and slide it down parallel to the guide.
  1. Push down the toner cartridge to make sure it is properly set in the machine.
  1. Hold the grip (A) on the right front side of the toner cover.
  1. Close the toner cover.
  1. Lower the scanning platform.
  • Be careful not to get your fingers caught.
  • If you cannot close the toner cover, do not force it to close. Open the cover and make sure the toner cartridge is properly set in the machine.
  1. Remove the dust cover from the paper cassette.
  1. Open the front panel of the paper cassette.
  1. Remove the paper in the paper cassette.
  1. Hold both sides of the jammed paper and slowly pull it out in the direction of the arrow.

  • When feeding paper from the paper cassette:


  • When feeding paper from the multi-purpose tray:

  1. Load the paper into the paper cassette.
  1. Close the front panel of the paper cassette.
  1. Set the dust cover on the paper cassette.
  1. Open the rear cover.

This operation is required only when <OPEN REAR COVER> appears on the display.

  1. Hold both sides of the jammed paper and gently pull it out upward.
  • This operation is required only when <OPEN REAR COVER> appears on the display.
  • If the jammed paper is badly folded, similar to the folds of an accordion, ease the jammed paper loose and then pull it out from the machine.

  1. Close the rear cover.

This operation is required only when <OPEN REAR COVER> appears on the display.

  • Be careful not to get your fingers caught.
  • To reset the machine, open the toner cover and then close it.


For D440/D420

Return to Overview

  1. Remove the dust cover from the paper feeding tray.
  1. Remove the paper in the paper feeding tray.
  1. Open the rear cover.

This operation is required only when <PAPER JAM/OPEN REAR COVER> appears on the display.

  1. Lift the scanning platform until it is locked (A), and open the printer cover (B).
  1. Remove the toner cartridge from the machine.
  • Remove your watch and any bracelets or rings when touching the inside of the machine. These items might be damaged if they come into contact with the parts inside of the machine.
  • To avoid exposing the toner cartridge to light, place it in its protective bag or wrap it in a thick cloth.
  • Do not open the drum protective shutter on the toner cartridge. Print quality may deteriorate if the drum surface is exposed to light or is damaged.
  • Do not touch the fixing assembly (A) as it becomes very hot during use.
  • Do not touch the transfer roller (B) as this can damage the machine.

  • Always hold the toner cartridge by its handle (A).

  1. Hold both sides of the jammed paper and gently pull it out.
  1. Gently pull the jammed paper between the fixing assembly (A) and transfer roller (B) until the leading edge emerges from the machine.
  • Do not touch the fixing assembly (A) as it becomes very hot during use.
  • Do not touch the transfer roller (B) as this can damage the machine.
  1. Hold both sides of the jammed paper and carefully pull it out.
  1. Hold both sides of the jammed paper and gently pull it out upward.
  • This operation is required only when <PAPER JAM/OPEN REAR COVER> appears on the display.
  • If the jammed paper is badly folded, similar to the folds of an accordion, ease the jammed paper loose and then pull it out from the machine.

  1. Hold both sides of the jammed paper and slowly pull it out in the direction of the arrow.

  • When feeding paper from the paper feeding tray:


  • When feeding paper from the multi-purpose tray:

  1. Hold the toner cartridge by its handle.

The arrow (A) on the toner cartridge should be facing away from you and pointing down.

  • Do not open the drum protective shutter on the toner cartridge. Print quality may deteriorate if the drum surface is exposed to light or is damaged.
  1. Insert the toner cartridge into the machine until it is locked.

Align the guide (A) on the left side of the toner cartridge with the groove inside the machine.

  1. Push down the toner cartridge to make sure it is properly set in the machine.
  1. Close the printer cover and lower the scanning platform.
  • Be careful not to get your fingers caught.
  1. Close the rear cover.

This operation is required only when <PAPER JAM/OPEN REAR COVER> appears on the display.

  • Be careful not to get your fingers caught.
  • To reset the machine, open the toner cover and then close it.
  1. Load the paper into the paper feeding tray.
  1. Set the dust cover on the paper feeding tray.
  • After all the procedures are complete, the machine should be ready for operating. If the machine returns to the standby mode, troubleshooting has been successful. If the machine does not return to the standby mode, check if jammed paper is still left in the machine.


If <LOAD CORRECT PAPER> is displayed

When <LOAD CORRECT PAPER> appears on the display, the size of the paper in the paper cassette or multi-purpose tray is different from that of the paper specified in <PAPER SIZE> for <CASSETTE> or <MP TRAY>. You need to load the correct size paper or change the paper size in <PAPER SIZE> for <CASSETTE> or <MP TRAY>.


Remark
  • For print jobs, you need to specify the paper size from your computer.

Reloading the Paper

Changing the Paper Size Setting


Reloading the Paper

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  1. Load the correct size paper as shown on the display, then press [OK] to resume the job.

The machine re-starts printing.



Changing the Paper Size Setting

Return to Overview

Follow this procedure to change the paper size setting.

  1. [Paper Settings] repeatedly to select <CASSETTE> or <MP TRAY>, then press [OK].
  • If <LOAD CORRECT PAPER> appears during a copy job, you cannot access the paper size setting through [Paper Settings]. In this case, cancel the job first, then press [Paper Settings] and change the paper size setting. For how to cancel copy jobs, see "Canceling Copy Jobs."
  1. Press [] or [] to select the paper size same as paper loaded into the machine, then press [OK].
  1. Press [Stop/Reset] to return to the standby mode.

Now ready to copy your document.

  1. Press [OK] to resume the job.

No further operation is required.



Display Messages

Display Messages <A to E>

Display Messages <K to O>

Display Messages <P to Z>


Display Messages <A to E>

Return to Overview


CHANGE REG'D SIZE
→ PAPER SETTINGS

CHECK DOCUMENT

CLOSE COVER
TONER COVER

CHANGE REG'D SIZE
→ PAPER SETTINGS

Description

The paper size is not appropriate for 2-sided copying.

Action

Set the paper size to <LTR> or <A4>. For details, see "Setting Paper Size and Type."

CHECK DOCUMENT

Description

A document jam may have occurred in the ADF.

Action

Remove the jammed document.

CLOSE COVER
TONER COVER

Description

The toner cover is not closed completely.

Action

Check the toner cover, and make sure that it is completely closed.



Display Messages <K to O>

Return to Overview


LIFT PANEL TO OPEN
OPEN TONER COVER

LOAD CORRECT PAPER

LOAD PAPER

MEMORY FULL

OUT OF TONER
CHANGE TONER

LIFT PANEL TO OPEN
OPEN TONER COVER

Description

Appears alternately with other messages.

Action

Varies by the message that appears. For details, see the explanation for the message (i.e., <SET PAPER AGAIN/SET TONER AGAIN>).

LOAD CORRECT PAPER

Description

The size of the paper in the paper cassette or multi-purpose tray is different from that of the paper specified in <PAPER SIZE> for <CASSETTE> or <MP TRAY>.

Action

Load the correct size paper or change the paper size in <PAPER SIZE> for <CASSETTE> or <MP TRAY>. For details, see "If <LOAD CORRECT PAPER> is displayed."

LOAD PAPER

Description

No paper is loaded in the paper cassette or multipurpose tray when copying or printing.

Action

Load paper correctly. Then press [OK] when using the paper cassette.

MEMORY FULL

Description

The machine's memory becomes full when scanning copy jobs.

Action

Press any key on the operation panel to release the error.

OUT OF TONER
CHANGE TONER

Description

The toner ran out completely.

Action

Replace the toner cartridge.



Display Messages <P to Z>

Return to Overview


PAPER JAM

PAPER JAM
OPEN REAR COVER

PLEASE WAIT

REMOVE MP PAPER

SET PAPER AGAIN
SET TONER AGAIN

SYSTEM ERROR
EXXX

WRONG PASSWORD

PAPER JAM

Description

Paper jams have occurred in the machine. <LIFT PANEL TO OPEN/OPEN TONER COVER> appears alternately.

Action

Clear the paper jam (See "Paper Jams.") and reload paper in the paper cassette or multi-purpose tray. The cover must be opened and closed to resume the current job.

PAPER JAM
OPEN REAR COVER

Description

Paper jams have occurred in the machine. <LIFT PANEL TO OPEN/OPEN TONER COVER> appears alternately.

Action

Clear the paper jam (See "Paper Jams.") and reload paper in the paper cassette or multi-purpose tray. The cover must be opened and closed to resume the current job.

PLEASE WAIT

Description

This message appears when turning on the main power switch, or when the machine is not ready for printing.

Action

Wait until the message disappears.

REMOVE MP PAPER

Description

Paper is loaded in the multi-purpose tray.

Action

Remove the paper from the multi-purpose tray. The machine will not print the USER DATA LIST when paper is loaded in the multi-purpose tray. It will be stored in memory.

SET PAPER AGAIN
SET TONER AGAIN

Description

Paper is not loaded properly, or the toner cartridge is not set.

Action

Load paper properly. (For instructions on how to load paper in the paper cassette or multi-purpose tray, see "Loading Paper.")
Set the toner cartridge in the machine (see "Install Toner Cartridge.").

SYSTEM ERROR
EXXX

Description

A system error has occurred. <XXX> will be a three-digit code that indicates a particular type of error.

Action

Turn OFF the main power switch, wait for more than 5 seconds, then turn it ON again. If the message persists, turn OFF the main power switch, disconnect the power cord, and contact Canon Customer Care Center.

WRONG PASSWORD

Description

The system password you entered is incorrect.

Action

Enter the correct password. For details, see "Specifying the System Manager Settings."



Troubleshooting

General Problems

Paper Feeding Problems

Copying Problems

Printing Problems

Scanning Problems

Network Problems

Installing and Uninstalling Problems


General Problems

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The machine has no power.

The Error indicator blinks.

Nothing appears on the display.

The machine has no power.

Is the power cord plugged in securely?

Check that the power cord is securely plugged into the machine and into the wall outlet. If the machine is plugged into a power strip, make sure the power strip is plugged in and turned on.

Is the power cord supplying power?

Use a different power cord, or test the cord for continuity using a voltmeter.

Is the main power switch turned ON?

Turn ON the main power switch.

The Error indicator blinks.

Does the machine feed paper correctly, or is there paper in the paper cassette or multi-purpose tray?

Clear the paper jam, or load paper in the paper cassette or multi-purpose tray. (For instructions on clearing paper jam, see "Clearing Jams." For instructions on loading paper, see "Loading Paper.")

If the machine has no paper jam, or paper is loaded in the paper cassette or multi-purpose tray, turn OFF the main power switch and wait for more than 10 seconds, then turn it ON again. If the problem is fixed, the Error indicator will turn OFF, and the display will return to the standby mode. If the Error indicator remains blinking, unplug the machine, and contact Canon Authorized Service Facilities or the Canon Customer Care Center.

Nothing appears on the display.

Is the power cord plugged in securely?

Check that the power cord is securely plugged into the machine and into the wall outlet. If the machine is plugged into a power strip, make sure the power strip is plugged in and turned on.

Is the main power switch turned ON?

Turn ON the main power switch.

Is the machine in Sleep mode?

Press [Energy Saver] on the operation panel to cancel the Sleep mode.



Paper Feeding Problems

Return to Overview


Paper does not feed properly.

Multiple sheets feed together into the machine.

Repeated paper jams occur.

Paper does not feed properly.

Is the paper loaded correctly?

Make sure the paper is correctly loaded. (See "Loading Paper.")

Does the machine contain too many sheets?

Make sure you load the correct quantity. (See "Paper Requirements.")

Multiple sheets feed together into the machine.

Is the paper loaded correctly?

Make sure the paper is correctly loaded. (See "Loading Paper.")

Does the machine contain too many sheets?

Make sure you load the correct quantity. (See "Paper Requirements.")

Are different types of paper loaded in the machine?

Load only one type of paper.

Make sure you load paper that meets the requirements for use. (See "Paper Requirements.")

Let the paper run out before refilling the machine. Avoid mixing new stock with the paper already loaded.

Repeated paper jams occur.

Is the correct type of paper loaded in the machine?

Make sure you load paper that meets the requirements for use. (See "Paper Requirements.")



Copying Problems

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Blank paper comes out from the machine.

Copy is too light or has uneven density.

Copy has vertical white streaks.

Copy is spotted or dirty.

Paper jams occur.

Copy is skewed.

Copy is not clear.

Documents are copied in <CALENDAR TYPE> even if <BOOK TYPE> is selected (or vice versa).

<MEMORY FULL> appears in the display when making copies.

Blank paper comes out from the machine.

Have you removed the plastic seal from the toner cartridge?

Make sure you remove the seal from the cartridge. (See "Install Toner Cartridge.")

Is the toner cartridge installed properly?

Make sure the toner cartridge is installed properly. (See "Install Toner Cartridge.")

Is the cartridge out of toner?

Replace the toner cartridge. (See "Replacing the Toner Cartridge.")

Does the document meet the requirements for the machine?

Make sure you load documents that meet the requirements for use.(See "Document Handling.")

Copy is too light or has uneven density.

Is the toner low or unevenly distributed?

Redistribute the toner inside the toner cartridge. If the problem persists, replace the toner cartridge. (See "Replacing the Toner Cartridge.")

Copy has vertical white streaks.

Is the toner low or unevenly distributed?

Redistribute the toner inside the toner cartridge. If the problem persists, replace the toner cartridge. (See "Replacing the Toner Cartridge.")

Copy is spotted or dirty.

If the copy is spotted or dirty, clean the scanning components and machine's interior. (See "Cleaning the Machine.")

Paper jams occur.

Make sure the scanning platform and rear cover are fully closed. (See "Paper Jams.")

Is the paper loaded correctly?

Make sure the paper is correctly loaded. (See "Loading Paper.")

Is the correct type of paper loaded in the machine?

Make sure you load paper that meets the requirements for use. (See "Paper Requirements.")

Copy is skewed.

Is the paper loaded correctly?

Make sure the paper is correctly loaded in the machine. (See "Loading Paper.")

Make sure the paper delivery slot is free of obstructions.

Copy is not clear.

Is the correct type of paper loaded in the machine?

Make sure you load paper that meets the requirements for use. (See "Paper Requirements.")

Are you copying on the wrong side of the paper?

Some papers have a "right" side for copying. If the copy quality is not as clear as you think it should be, try copying on the other side of the paper.

Documents are copied in <CALENDAR TYPE> even if <BOOK TYPE> is selected (or vice versa).

Are you copying the landscape oriented documents?

For the landscape oriented documents, the front and back sides of the copy will have the opposite top bottom orientation when <BOOK TYPE> is selected. When <CALENDAR TYPE> is selected, the front and back side of the copy will have the same top-bottom orientation. (See "2-Sided Copying.")

<MEMORY FULL> appears in the display when making copies.

The machine's memory becomes full when scanning copy jobs. Press any key on the operation panel to release the error.



Printing Problems

Return to Overview


Blank paper comes out from the machine.

Printout is too light or has uneven density.

Printout has vertical white streaks.

Printout is spotted or dirty.

Printout is skewed.

Paper jams occur.

Printout is not clear.

Cannot print 2-sided documents.

Cannot print documents from a computer.

Blank paper comes out from the machine.

Have you removed the plastic seal from the toner cartridge?

Make sure you remove the seal from the cartridge. (See "Install Toner Cartridge.")

Is the toner cartridge installed properly?

Make sure the toner cartridge is installed properly. (See "Install Toner Cartridge.")

Is the cartridge out of toner?

Replace the toner cartridge. (See "Replacing the Toner Cartridge.")

Printout is too light or has uneven density.

Is the toner low or unevenly distributed?

Redistribute the toner inside the toner cartridge. If the problem persists, replace the toner cartridge. (See "Replacing the Toner Cartridge.")

Printout has vertical white streaks.

Is the toner low or unevenly distributed?

Redistribute the toner inside the toner cartridge. If the problem persists, replace the toner cartridge. (See "Replacing the Toner Cartridge.")

Printout is spotted or dirty.

If the copy is spotted or dirty, clean the scanning components and machine's interior. (See "Cleaning the Machine.")

Printout is skewed.

Is the paper loaded correctly?

Make sure the paper is correctly loaded in the machine. (See "Loading Paper.")

Make sure the output tray slot is free of obstructions.

Paper jams occur.

Make sure the scanning platform and rear cover are fully closed. (See "Paper Jams.")

Is the paper loaded correctly?

Make sure the paper is correctly loaded. (See "Loading Paper.")

Is the correct type of paper loaded in the machine?

Make sure you load paper that meets the requirements for use. (See "Paper Requirements.")

Printout is not clear.

Is the correct type of paper loaded in the machine?

Make sure you load paper that meets the requirements for use. (See "Paper Requirements.")

Are you printing on the wrong side of the paper?

Some types of paper have a "right" side for printing. If the printout quality is not as clear as you think it should be, try printing on the other side of the paper.

Cannot print 2-sided documents.

Is the printer driver settings correctly set for 2-sided printing?

Make sure that the printer driver is correctly set. (See "2-sided Printing.")

Cannot print documents from a computer.

Is the printer driver properly installed?

Make sure that the printer driver is properly installed.

Are the printer driver settings (Paper Size, Output Size) correct?

Make sure that the printer driver settings (Paper Size, Output Size) are correct. (See "Setting Printer Conditions Beforehand.")

Is the USB cable properly connected to the machine and the computer?

Make sure that the USB cable is properly connected to the machine and the computer. Try a different USB cable.

Does the USB port you are using properly work?

Restart your computer and the machine. If the computer has other ports, connect the USB cable to others.

Are there any jobs remaining in the print queue?

A print job may be stuck in the print queue when it could not be finished due to an expected interruption. When this happens, follow this procedure to delete any remaining print jobs, and then print the documents again.
1. Double-click the icon of the printer you installed.

For Windows Vista:

Click [Start] on the Windows task bar → [Control Panel] → [Printer] under [Hardware and Sound].

For Windows 2000:

Click [Start] on the Windows task bar → [Settings] → [Printers].

For Windows XP Professional/Server 2003:

Click [start] on the Windows task bar → [Printers and Faxes].

For Windows XP Home Edition:

Click [start] on the Windows task bar → [Control Panel] → [Printers and Other Hardware] → [Printers and Faxes].

For Windows Server 2008:

Click [Control Panel] on the desktop → [Printers].

For Windows 7/Server 2008 R2:

Click [Start] on the Windows task bar → [Devices and Printers].

2. Delete the print job.

For deleting all the print jobs:

Click [Printer] → [Cancel All Documents]

For the specified job:

Right-click the specified print job → [Cancel].



Scanning Problems

Return to Overview


Cannot scan a document.

You tried to create a multi-page PDF, but were not able to scan several documents.

Computer has hung up or frozen.

You installed the applications in the CD-ROM supplied with the machine but they are not registered in the MF Toolbox.

When you click a button on the MF Toolbox, another application opens.

Changed settings in a dialog box are not activated.

Scanned images look dirty.

Scanned image is displayed at a larger (smaller) size on the computer screen.

Cannot scan highlighted marks.

The amount of image data is too large to be scanned. (only for Color Network ScanGear)

Dark borders and frame lines that appear around the original have been scanned. (only for Color Network ScanGear)

Cannot scan a document.

Does anything appear on the display?

If nothing appears on the display, see "General Problems."

Is the Error indicator blinking?

If the Error indicator is blinking, see "General Problems."

Is the document placed correctly?

Remove the document and place it on the platen glass or in the ADF correctly. (See "Placing Documents.")

Is your computer working properly?

Restart your computer.

Is your USB hub or repeater working properly?

When using a USB hub or repeater, try connecting a USB cable directly to the computer to check if it works properly. If you can scan the document successfully after connecting a USB cable directly to the computer, check your USB hub or repeater if it is working properly.

Are you using a USB 2.0-compatible USB hub?

If you connect the machine to a USB 2.0-equipped computer using a USB 2.0-compatible USB hub, you may not be able to scan. In this case, connect a USB cable directly to the computer.

If you connect the machine to a USB 2.0-equipped computer, you may not be able to scan. If your computer is equipped with two or more USB ports, try connecting the machine to another USB port. If the problem persists, follow the procedure below to modify the INI file. It is recommended to make a backup copy of the file before making any changes to it.
1. Open the following file in Notepad or another text editor application.

Windows 2000:

winnt\system32\CNCMFP34x*.INI

Windows XP/Vista/7:

windows\system32\CNCMFP34x*.INI

2. In the [ScanSize] section, change "Read512Bytes=0" to "Read512Bytes=1," then save the file. Take care not to modify any other parts.
*"x" differs depending on the type of model: "d" for D460 and "e" for D440/D420.

Have you specified the document source correctly with the MF Toolbox, ScanGear MF, or WIA driver?

Choose between placing the document on the platen glass or in the ADF.

After installing the software for this machine, did you install a TWAIN-compatible application?

The TWAIN system file is replaced with something inappropriate and you will be unable to scan images. If this happens, remove the software, then reinstall it. (See "Set Up Computers and Software.")

Is the machine recognized in [Scanners and Cameras]?

Make sure the corresponding scanner driver icon is displayed in [Scanners and Cameras].
1. Click [start] on the Windows task bar → select [Control Panel] → [Printers and other Hardware] → [Scanners and Cameras]. (Windows 7: Enter "scanner" in [Search programs and files] under the [Start] menu → click [View scanners and cameras]. Windows Vista: [start] → [Control Panel] → [Hardware and Sound] → [Scanners and Cameras]. Windows 2000: [Start] → [Settings] → [Control Panel] → double-click [Scanners and Cameras].)
2. If the corresponding scanner driver icon is displayed in the [Scanners and Cameras], the machine is recognized. If not, remove the software, then reinstall it. (See "Set Up Computers and Software.")

You tried to create a multi-page PDF, but were not able to scan several documents.

Is the [Automatically Quit ScanGear after Scanning] check box in [Preferences] selected?

If you scan with the [Automatically Quit ScanGear after Scanning] setting selected, only the documents placed at one time on the platen glass will be scanned.
Click a button on the MF Toolbox and, in the settings dialog box, select [Display the Scanner Driver] to open the ScanGear MF. In the [Preferences] dialog box of Advanced Mode, clear the [Automatically Quit ScanGear after Scanning] check box before scanning.

Computer has hung up or frozen.

Is enough memory loaded in your computer?

Quit other opened applications and try again.

Is enough space available in the hard disk?

Check that the hard disk has enough available space, in particular when scanning large documents at a high resolution. For example, a LTR-size document scanned at 600 dpi, full color requires a minimum of 300 MB of disk space.

When an error occurred during scanning an image in Photoshop.

Change the allocated memory in Photoshop. From the [Edit] menu, select [Preferences] → click [Memory & Image Cache]. Change the [Memory Usage] in a range of approximately 50% to 60%.

Is the driver installed properly?

Remove the software, then reinstall it. (See "Set Up Computers and Software.")

You installed the applications in the CD-ROM supplied with the machine but they are not registered in the MF Toolbox.

Have you installed the applications with the MF Toolbox open?

If you install the applications with the MF Toolbox open, the applications will not be registered in the MF Toolbox. On the MF Toolbox dialog box, click [Set] to register the application manually. (See "External Application (E-mail Program).")

When you click a button on the MF Toolbox, another application opens.

Is the application selected correctly for that button?

Click a button on the MF Toolbox and select the application you want to open for that button. (See "External Application (E-mail Program).")

Changed settings in a dialog box are not activated.

Did you restart your computer after changing the settings?

If you open [Scanners and Cameras] and change the settings in the [Events] tab, the changes may not be reflected. In this case, restart your computer.

Scanned images look dirty.

Are the scanning components of the machine clean?

Clean the platen glass, cover and the ADF scanning area.

Is the image size too small?

Some applications do not display an image properly at small sizes. Try displaying the image at 100% magnification.

Is the monitor's display color set below 16 bits?

In [Display Properties], set the display colors to 16-bit color, 24-bit color or higher.

Scanned image is displayed at a larger (smaller) size on the computer screen.

Is the resolution setting correct?

Do one of the following:

  • Enlarge or reduce the image display in the application. If you open the image in Paint or Imaging, it may display at a large size and you will not be able to reduce it.
  • Change the resolution and scan again. The image will be large if the resolution is high. It will be small if the resolution is low. (See "Determining Resolution.")

Cannot scan highlighted marks.

Is [Color Correction] set to [Color Matching] ?

In [Advanced Mode] in ScanGear MF, set [Color Correction] to [Color Matching] in the [Color Settings] tab. (See "[Preferences] Dialog Box.")

The amount of image data is too large to be scanned. (only for Color Network ScanGear)

Select [High] from [Compression Ratio] in the [Options] sheet.

Dark borders and frame lines that appear around the original have been scanned. (only for Color Network ScanGear)

Perform the following steps:
1. Right-click in the Preview Area to display a pop-up menu.
2. On the pop-up menu, point to [Original Frame Erase] → click [On].



Network Problems

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Unable to print from a TCP/IP network.

The printer port name is not displayed in [Print to the following port(s)].

The machine automatically connects to a destination other than the intended destination via its dial-up access (when a dial-up router is connected to the network).

Detailed information concerning the machine cannot be set or browsed using the Remote UI or utility.

Unable to print from a TCP/IP network.

Are the machine and cable properly connected?

Check that the machine is connected to the network using the proper cable, then restart the machine. (See "Connect the LAN Cable.")

Is the TCP/IP network properly set up?

Make sure the IP addresses are properly set up. If the IP addresses are set using DHCP, BOOTP, or RARP, make sure they are operating.

Is the computer that is printing properly set up?

Make sure the proper printer driver is installed. (See "Set Up Computers and Software.")

Make sure the correct machine is set as the output destination for the computer that is printing in [Printers and Faxes] or Print Manager.

Is the name of the file being printed too long?

Rename the file with a shorter name. Normally LPR (or the Microsoft TCP/IP Printer, if you are using Windows 2000/XP/Vista/7/Server 2003/Server 2008) sends jobs either under the name of the application software used for printing or the file name. However, a job name longer than 255 bytes cannot be sent to the machine.

The printer port name is not displayed in [Print to the following port(s)].

Are the machine and cable properly connected?

Check that the machine is connected to the network using the proper cable, then restart the machine. (See "Connect the LAN Cable.")

Is the computer that is printing properly set up?

Make sure the proper printer driver is installed. (See "Set Up Computers and Software.")

Make sure the correct machine is set as the output destination for the computer that is printing in [Printers and Faxes] or [Printers].

The machine automatically connects to a destination other than the intended destination via its dial-up access (when a dial-up router is connected to the network).

Does the dial-up router send packets via broadcast?

If the dial-up router does not have to send packets via broadcast, change the router settings to ensure that it sends packets via a method other than broadcast. If the dial-up router has to send packets via broadcast, check that the settings are correct.

Dose the file or mail server's host name or IP address set on the machine exist on the network?

Check that the file or mail server's host name or IP address set on the machine is correct.

Does the DNS server exist on an external network?

If you attempt to access a device on the network to which the machine is connected, with the DNS server on an external network, set the destination using an IP address, not a host name.

Is the device's information set on the DNS server on the network to which the machine is connected correct?

If information about a device on an external network is set on the DNS server on the network to which the machine is connected, check the settings.

Detailed information concerning the machine cannot be set or browsed using the Remote UI or utility.

Are the settings for <SET IP ADD RANGE> correct?

If the settings for [IP Address Range Settings] do not permit the IP address of a computer on which the Remote UI or utility is used, you cannot set the machine setting items or browse information on the machine. Check the settings for <SET IP ADD RANGE>. (See "Controlling Machine Access Using IPv4 addresses" or "Controlling Machine Access Using IPv6 addresses.")

Is <USE SNMP> is set to <OFF>?

Set <USE SNMP> to <ON>. (See "Setting SNMP.")

Does the SNMP community name match?

If you use an SNMP community name different from the one stored in the machine to access the machine from a utility, the utility will not detect the machine. In this case, check the SNMP community name. (See "Setting SNMP.")



Installing and Uninstalling Problems

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Cannot install the software.

Removal of the drivers takes too long (Windows XP).

Removal of the software was completed, but the [Canon] folder remains in the [Start Menu].

Cannot use the software after upgrading to Windows XP/Vista/7.

Cannot install the software.

Have you followed the instructions to install the software?

Try reinstalling the software. If an error occurred and installation was not complete, restart your computer and try reinstalling the software.

Are any other applications open?

Quit all of these and try reinstalling the software.

Removal of the drivers takes too long (Windows XP).

Is any application such as an anti-virus open when removing the software?

Quit any applications (including anti-virus) before removing the software.

Removal of the software was completed, but the [Canon] folder remains in the [Start Menu].

Did you remove the MF drivers before removing the MF Toolbox?

If you remove the MF drivers first, the [Canon] folder may remain even after the MF Toolbox is uninstalled. In this case, perform the following steps to remove the folder.
In Windows XP/Server 2003, right-click the [start] menu to open the Windows Explorer → select [Start Menu] in [All Users] → [Programs] → delete the [Canon] folder.
In Windows Vista, right-click the [start] menu and select [Explore - All Users] → select [Start Menu] in [All Users] → [Programs] → delete the [Canon] folder.
In Windows 7, delete the [Canon] folder in [All Programs] under the [Start] menu.
In Windows Server 2008, right-click the [Start] menu and select [Explore All Users] → select [Start Menu]
In Windows 2000, open [Settings] from the [Start] menu → click [Taskbar & Start Menu] → [Advanced] → [Advanced] → select [Start Menu] in [All Users] → [Programs] → delete the [Canon] folder.

Cannot use the software after upgrading to Windows XP/Vista/7.

Have you upgraded Windows 2000 to Windows XP/Vista/7 without removing the software?

Remove the software, then reinstall it. (See "Set Up Computers and Software.")



Uninstalling Software

If the printer driver, MF Toolbox, or Color Network ScanGear become unnecessary, follow the procedure below to uninstall them.


Remark
  • Before performing uninstallation, confirm that:
  • You have the installation software (if you want to re-install the drivers)
  • No applications are running on your computer
  • For uninstallation, you must be the user with administrative privileges.
  • For uninstallation, first uninstall the MF Toolbox, and then the MF drivers.

  • Printer Driver

  1. From the Windows task bar, [Start] or [start] menu, click [Programs] or [All Programs] → [Canon] → [D460-490]* → [Uninstall Drivers].

The [MF Drivers Uninstaller] dialog box appears.

*The name of the Driver displayed on this screen varies depending on the model of your machine.


  1. Click [Delete].

  1. Click [Exit].

  • MF Toolbox

  1. From the Windows task bar, [Start] or [start] menu, click [Programs] or [All Programs] → [Canon] → [MF Toolbox 4.9] → [Toolbox Uninstall].

  1. Click [Remove].

  1. Click [Exit].

  • Color Network ScanGear

  1. From the Windows task bar, [Start] or [start] menu, click the items in the following order.
  • Windows 2000: [Settings] → [Control Panel] → [Add or Remove Programs]
  • Windows XP/Server 2003: [Control Panel] → [Add or Remove Programs]
  • Windows Vista/7/Server 2008: [Control Panel] → [Uninstall a program] under [Programs]

  1. Select [Color Network ScanGear Ver.2.40].

  1. Click the following icon.
  • Windows 2000: [Change/Remove]
  • Windows XP/Server 2003: [Remove]
  • Windows Vista/7: [Uninstall]
  • Windows Server 2008: [Uninstall/Change]