Troubleshoot Why Printer Doesn't Respond

Article ID: ART153447 | Date published: 06/02/2015 | Date last updated: 05/21/2020
 

Description

This article provides steps to troubleshoot when your printer doesn't respond to commands from a computer.

Solution

If your printer does not respond to print commands from a computer or a mobile device, there are some troubleshooting steps you can take to resolve the problem.

When you reset the printer power, the print buffer clears and certain sensors reset. If there's invalid data in the buffer, or sensors are stuck in a particular mode, an error message may appear.


How to reset the printer

  1. Press the Power button to turn off the printer.

  2. Disconnect the data cable from the printer (not applicable to Wi-Fi®, Bluetooth® or Infrared).

  3. Unplug the printer power cord for approximately 10 minutes, and then plug it back in.

    • To troubleshoot a communication issue, reconnect the data cable (not applicable to Wi-Fi, Bluetooth or Infrared).

    • If the power cord is plugged in to a surge protector, it may be necessary (for testing purposes) to plug the cord directly into the wall outlet.

  4. Reconnect the data cable (not applicable to Wi-Fi, Bluetooth or Infrared).

  5. ​Press Power to turn the printer back on, then trying printing again.

  6. If the printer still doesn't work correctly, and the carriage is accessible, remove and replace the ink. Please repeat the steps above.


If your printer is connected to a wireless network, communication errors can occur if there are changes to the network (new router, change in the router's name or password, etc.).

 These steps do not apply to non-network models.

How to troubleshoot network communication issues with the printer

  1. Make sure that the printer is not displaying any errors (flashing lights or error codes on the screen). If the printer is in an error state (paper jam, ink has run out, etc.) please address the error state first. Then, move to the next step.

  2. If there have been no changes to your wireless network (new router, new password for your router, etc.), turn off and unplug your printer. Unplug your wireless router for 15 seconds, then plug it back in. After it has fully initialized, plug the printer back in and power it on. Try to print again. If there is still no response, move to the next step.
  3. Print out the network setting information.

    1. If the printout shows that the connection is Active and the signal strength is less than 80%, try to move the printer and router closer. If neither the printer nor the router can be moved, try removing obstacles between the two devices, or turning off any devices that may interfere with network communication.

    2. If the printout shows that the connection is Active and the signal strength is greater than 80%, try temporarily disabling any firewall software on your computer. If the printer responds to print commands after the firewall is disabled, you will need to open ports used by the printer for network communication. Please refer to your firewall vendor's documentation for instructions on opening these ports.

    3. If the printout shows that the connection is Active and the SSID (network name) is BJNPSETUP, the printer's network settings have been reset to the factory defaults. The printer will need to be reconnected to the wireless network.

    4. If the printout shows that the connection is Inactive and it shows the wrong SSID (network name), the printer will need to be reconnected to the network. This wlil happen if you got a new wireless router, or if you changed the SSID or password of your current network.

  4. Depending on what's listed on the network information setting page that was printed, take the appropriate troubleshooting steps noted.

  5. If your computer is connected to a Virtual Private Network (VPN), try disconnecting from that VPN and print again.


If your product issue was not resolved after following the steps above, or if you require additional help, please create or log in to your Canon Account to see your technical support options.
 

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