Countermeasures for Each Message
| Article ID: ART178633 | | | Date published: 11/20/2020 | | | Date last updated: 04/19/2022 |
Description
Countermeasures for Each Message
Solution
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Check the following to find out possible causes and solutions for each message.6S5K-007 Countermeasures for Each MessageCheck the following to find out possible causes and solutions for each message. If you cannot send a fax or the memory is full, or you encounter operation problems, a message appears on the display. A counterfeit or non-Canon cartridge may be in use. The amount in the cartridge cannot be displayed correctly.  The toner cartridge used may not be a genuine Canon product.Only genuine Canon toner cartridges should be used as replacement toner cartridges. Replacement Parts An error occurred during certificate verification. The certificate has expired, or contains incorrect information.Install the correct CA certificate. Registering the Key and Certificate for Network Communication Check the certificate for validity period and domain name in the DNS settings. An incompatible toner cartridge is inserted. Cannot use the Print function with this toner cartridge. The inserted toner cartridge is not a genuine Canon product.Only genuine Canon toner cartridges should be used as replacement toner cartridges. Replacement Parts Cannot analyze the authentication server certificate. The authentication server certificate may be invalid, or the certificate may be in a format that the printer does not support.Check the authentication server certificate. Configuring IEEE 802.1X Authentication Settings Cannot change the destination type of destinations registered to a group. A selected destination could not be edited because it was registered to Group Dial.To change the type of destination that is registered to Group Dial, first delete the registered destination from Group Dial. Next, change the destination type, and then register the destination to Group Dial again. Cannot find the access point. When automatic setting with WPS was attempted, a wireless router or access point could not be detected within a specific period of time.Connect again paying attention to the time limit. An SSID or network key of a wireless router or access point was entered manually, but the entry was incorrect.Check the SSID and network key, and enter the correct ones again. A wireless router or access point could not be detected due to setting problems of the network to be connected.Check whether the machine is properly installed and ready to connect to the network. Problems with Wireless LAN Connection If the problem persists, check the security settings of the wireless router or access point. Cannot print RX data. Received documents cannot be printed due to some specific situation.Check if there has occurred one of the following situations. If messages including causes and solutions appear on the display, check the contents. A cover is open. There is no paper loaded. The paper is jammed. The toner cartridge is consumed. An error has occurred. Cannot receive the fax. Make sure the fax was sent correctly by the sender. The recipient's machine did not respond within 35 seconds.Ask the sender to send the fax again. If you hear a beep, select <Start Receiving> to receive the fax. Receiving Faxes Cannot recognize the image. An image which cannot be previewed was selected in Memory Media Print.When the machine has insufficient memory space, preview cannot be displayed. Even JPEG or TIFF images may not be displayed. Cannot send because more than one destination is specified. Sending a fax to multiple destinations is disabled.To specify multiple destinations, you need to set <Restrict Sequential Broadcast> to <Off>. For more information, contact your Administrator. Restricting the Fax Sending Functions Cannot specify group destinations, or multiple destinations at the same time. You specified multiple destinations or Group Dial when the receiver is off the hook.When the receiver is off the hook, you cannot specify multiple destinations or Group Dial. After placing the receiver on the hook, specify destinations and send fax documents. Cannot specify group destinations when on-hook. Group Dial was specified as a destination after selecting <Hook>.Once you select <Hook>, you cannot specify destinations in Group Dial. Specify destinations to send fax documents without selecting <Hook>. Cannot use these settings. Sending to the specified destination is restricted. The machine is set up so that the user currently logged in cannot send to the addresses registered in the selected <Favorite Settings>.Change the send restrictions for the logged in user. Setting the Department ID Management Cartridge Communication Error A counterfeit or non-Canon cartridge may be in use. A toner cartridge may not be installed correctly or may be faulty.Re-install the toner cartridge. If re-installing the toner cartridge fails to clear the error message, the toner cartridge may be faulty. Contact the store where you purchased the toner cartridge or consult the Canon Customer Help Center. Replacing the Toner Cartridge The toner cartridge used may not be a genuine Canon product.Only genuine Canon toner cartridges should be used as replacement toner cartridges. Replacement Parts Change the authentication password. The password has expired.Set a new password. Check the authentication settings. The authentication method set on the machine does not match the authentication method set on the RADIUS server.Check that the same authentication method is set on this machine and the RADIUS server, and set the correct authentication method. Configuring IEEE 802.1X Authentication Settings Copying is restricted. Copying is disabled in the Department ID Management.Log in with a Department ID for which copying is not disabled. For the Department ID and PIN, contact your Administrator. Setting the Department ID Management Could not connect. Connection in Access Point Mode failed due to an error.Wait a few moments and try again. If you still cannot connect, try switching the machine off briefly. Connecting Directly (Access Point Mode) An error occurred when connecting in Access Point Mode.Set the IP address to other than "192.168.22.xx" in <Config. IP Address For Direct Conn.>. If you still cannot connect, check the subnet mask settings. For details, contact your Network Administrator. <Network> Could not connect. Check the PSK settings. The network key (PSK) of a wireless router or access point to be connected is not set to the machine correctly.Check the network key (PSK) of the wireless router or access point, and set it to the machine again. If the problem persists even after checking the network key, check whether the machine is properly installed and ready to connect to the network. Problems with Wireless LAN Connection Could not connect. The maximum number of devices that can connect to the access point has been reached. The machine attempted to connect to a wireless router or access point to which the maximum number of devices were already connected.Decrease the number of devices (clients) that are connected to the wireless router or access point. For information on the maximum number of devices that can connect, see the instruction manual for the wireless router or access point, or contact the manufacturer. Could not connect using Easy Connection via PC. The device will restart. Connection in Access Point Mode failed due to an error.Restart the machine, and then, perform <Easy Connection via PC> again. <Network> An error occurred during the procedure for Easy Connection via PC (cableless setup mode).Restart the machine, and then, perform <Easy Connection via PC> again. <Network> Could not connect using the wireless LAN. Turn the main power OFF and ON, then configure the settings again. A connection failed due to an error while setting wireless LAN connection.Restart the machine and set again. If the problem persists even after restarting the machine, check whether the machine is properly installed and ready to connect to the network. Problems with Wireless LAN Connection If the problem persists even after checking the wireless LAN connection, check the security settings of the wireless router or access point. Could not connect using WPS. Wait a moment, then configure the settings again. When automatic setting with WPS was attempted, the connection failed due to an error.Wait for a while, and set again. If the problem persists, check whether the wireless router or access point supports WPS. If WPS is supported: Check whether the machine is properly installed and ready to connect to the network. Problems with Wireless LAN Connection If WPS is not supported: Set using another connecting method. Connecting to a Wireless LAN Could not detect any connections from wireless devices. Mobile device detection was not possible within the predetermined length of time.Connect again paying attention to the time limit. Connecting Directly (Access Point Mode) Could not perform cleaning. Paper jammed during cleaning.Remove the jammed paper, set paper correctly, and perform cleaning again. The amount remaining in toner cartridges required for cleaning the fixing assembly is insufficient.Cleaning requires sufficient toner cartridge remaining. Replace the toner cartridge, and perform the cleaning again. Replacing the Toner Cartridge Could not perform correction. Appropriate paper that is required for correction is not loaded in a paper drawer.Load the paper matching the paper specification displayed on the screen into the paper drawer. Adjusting the Gradation and Density for Copy Jobs An adjustment image that is required for correction is not placed on the platen glass correctly.Place the adjustment image printed paper with the print side facing down and with the thin black line on the left. Adjusting the Gradation and Density for Copy Jobs Paper jammed during correction.Remove the jammed paper, and perform correction again. Clearing Paper Jams The amount remaining in toner cartridges required for correction is insufficient.Corrections require sufficient toner cartridge remaining. Replace the toner cartridge, and perform correction again. Replacing the Toner Cartridge Could not perform Open System authentication. Check the WEP settings. The authentication method of the machine is set to <Open System>, but that of a wireless router or access point is set to "Shared Key."Connect again by manually changing the WEP authentication method to <Shared Key>. Setting Up Connection by Specifying Detailed Settings The MAC address of the machine is rejected because the MAC address filter is set at a wireless router or access point.Set the wireless router or access point to permit the MAC address of the machine and your computer. For more information about how to set, see the instruction manual for the wireless router or access point, or contact the manufacturer. To check the MAC address of the machine, select <Menu>  <Preferences>  <Network>  <Wireless LAN Settings> <Connection Information>. Viewing Network SettingsCould not perform Shared Key authentication. Check the WEP settings. The network key (the WEP key) of a wireless router or access point to be connected is not set to the machine correctly.Check the network key (the WEP key) of the wireless router or access point, and set it to the machine again. Connect again by selecting a wireless router or access point, or by manually changing the WEP authentication method to <Open System>. The authentication method of the machine is set to <Shared Key>, but that of the wireless router or access point is set to "Open System."Change the WEP authentication method to "Shared Key" at the wireless router or access point, and connect again. For more information about how to change, see the instruction manual for the wireless router or access point, or contact the manufacturer. Direct Connection terminated. Connection with the mobile device was interrupted.Establish Direct Connection again. Connecting Directly (Access Point Mode) Easy Connection via PC ended due to timeout The device will restart. 30 minutes have passed since the start of the procedure for Easy Connection via PC (cableless setup mode), but PC still cannot be connected.Restart the machine, and then, perform <Easy Connection via PC> again. <Network> End of Cartridge Lifetime The toner cartridge has reached the end of its lifetime.Replace the toner cartridge. Replacing the Toner Cartridge Faxing is restricted. Faxing is disabled in the Department ID Management.Log in with a Department ID for which faxing is not disabled. For the Department ID and PIN, contact your Administrator. Setting the Department ID Management Google Cloud Print Authentication Error Cloud Print could not perform server authentication, or could not acquire information for registration.Check whether the date and time settings are correctly specified. <Timer/Energy Settings> Google Cloud Print Communication Error Cloud Print is unavailable due to an error.Check whether the machine is correctly connected to a wireless LAN or wired LAN. A port that is used for Cloud Print may be blocked by a firewall or other protection. Check whether the 5222 port is available with your computer. If a proxy server is used on the network, check whether the proxy settings on the machine and the server are correct. For details, contact your Network Administrator. Setting a Proxy Load paper. Paper is not loaded in the paper drawer or the multi-purpose tray.Load the paper. Loading Paper Paper on which reports or lists can be printed is not loaded.Load appropriate paper for printing reports or lists, and make settings for paper size and paper type. Paper on which received documents can be printed is not loaded.Load appropriate paper for printing the received document, and make settings for paper size and paper type. NOTE If you print received documents on paper other than A4 or Letter size, some portions of the image may be missing or the image may be divided and printed onto several sheets. When the setting of <Reduce Thin Paper Curling> is <On> and no other paper type than <Thin 1> is specified, you have tried to perform 2-sided printing.Set <Reduce Thin Paper Curling> to <Off> or change the printing mode to 1-sided printing, then try printing again. Low Cartridge Level Toner cartridge replacement time is near.Make sure that you have a replacement toner cartridge ready. Replace the toner cartridge if you see this message before you start to print a large job. NOTE When selecting <Continue Printing> When copying or printing, you can continue printing the original. If a message is displayed when the machine is receiving a fax/I-Fax or automatic report output is set, received faxes/I-Faxes and reports will be stored in memory so that they do not appear faded after they are printed. To continue printing even if the amount remaining in toner cartridge is running low, set <Continue Print. When Cart. Low> to <On>. <Receive/Forward> Memory Full (Secure Print) Memory became full of secured documents that were not printed.Print the secured documents that are stored in memory. Printing via Secure Print Memory Full (Skip Error) The memory became full of print data that could not be printed due to errors.Cancel printing of documents to which an error has occurred, or print the documents by selecting <Skip Error> on the screen for checking the printing status. Canceling Prints Memory Media Print is restricted. The function that prints files in a USB memory device is disabled.Set <Use Print Function> in <Memory Media Settings> to <On>. Restricting USB Functions No reply from the destination. A LAN cable may be disconnected, or there may be a problem in a switch.Check the status of the LAN cables and switches. No response from the host. The machine is not connected to a network correctly.Check the machine and network settings, and connect again. Setting Up the Network Environment Paper jammed. Paper jams.Remove the jammed paper, and print again (Printing may resume automatically). Clearing Paper Jams Paper Settings and Loaded Size Mismatch The paper size setting on the operation panel does not match the loaded paper size.Match the paper size setting specified in <Paper Settings> and the size of the paper that is actually loaded. To use the loaded paper Change the setting of <Paper Settings> to match the loaded paper size. Specifying Paper Size and Type To load paper without changing the settings Load the paper with the size that is set to <Paper Settings>. Loading Paper NOTE If printing from a computer, check whether the paper size setting in the printer driver matches the loaded paper size. Check that the paper guides in the paper drawer are set in the correct position. Loading Paper Prepare cartridge. Toner cartridge replacement time is near.Make sure that you have a replacement toner cartridge ready. Replace the toner cartridge if you see this message before you start to print a large job. Replacement Parts NOTE When copying or printing, you can continue printing the original. If a message is displayed when the machine is receiving a fax/I-Fax or automatic report output is set, received faxes/I-Faxes and reports will be stored in memory so that they do not appear faded after they are printed. To continue printing even if the amount remaining in toner cartridge is running low, set <Continue Print. When Cart. Low> to <On>. <Receive/Forward> Printing is restricted. Printing is disabled in the Department ID Management.Log in with a Department ID for which printing is not disabled. For the Department ID and PIN, contact your Administrator. Setting the Department ID Management Remote scanning is restricted. Scanning that is operated by using a computer is disabled in the Department ID Management.Log in to the Remote UI in System Manager Mode, display the edit screen of Department ID Management, and select the [Allow Scan Jobs with Unknown IDs] check box. Setting the Department ID Management Scanning is restricted. Scanning is disabled in the Department ID Management.Log in with a Department ID for which scanning is not disabled. For the Department ID and PIN, contact your Administrator. Setting the Department ID Management Set the correct authentication information. The client authentication information (key and certificate, user name and password, or CA certificate) is not set correctly.Check the specified authentication method and authentication information (key and certificate, user name and password, and CA certificate). Configuring IEEE 802.1X Authentication Settings Set the information necessary for authentication. The IEEE 802.1X authentication has not been configured correctly.Configure the IEEE 802.1X correctly from the Remote UI. Configuring IEEE 802.1X Authentication Settings Specifying and registering new destinations is restricted. Only destinations that are registered in the Address Book can be specified to send a fax or e-mail.To enter a new destination with the operation panel, or add or edit it in the Address Book, you need to set <Restrict New Destinations> to <Off>. For more information, contact your Administrator. Limiting Available Destinations The authentication server certificate has expired. The server certificate sent from the RADIUS server has expired.Check the valid period of the server certificate on the RADIUS server. Configuring IEEE 802.1X Authentication Settings The authentication server certificate is incorrect. There is no CA certificate registered in the printer that is compatible with the authentication server certificate.Check that there is a CA certificate registered in the printer that is compatible with the authentication server certificate. Configuring IEEE 802.1X Authentication Settings The computer is restricted. Scanning that is operated on the operation panel is disabled in the Department ID Management.Log in to the Remote UI in System Manager Mode, display the edit screen of the corresponding Department ID, and select the [Allow Scan Jobs with Unknown IDs] check box. Setting the Department ID Management The fax number has too many digits. A fax could not be sent because the specified destination fax number had too many digits.When <Use Addr. Book When On-Hook> is set to <Always Allow>, sending may be impossible if the total number of digits in the fax number you enter and the fax number registered in the Address Book is too large. Specify a number that does not exceed the maximum allowable number of digits. <Send> The memory is full. A fax could not be sent or received, or an original could not be scanned due to insufficient memory space.If a sending or printing job is queued, wait until the job is completed. If a received document is stored to memory, print or delete it. Saving Received Documents into the Machine (Memory Reception) If sending an original with many pages, divide it into multiple sections. If sending a fax, reduce the resolution to scan the original. Basic Operations for Sending Faxes If scanning, change the file format to reduce its file size. Basic Operations for Scanning Originals A scanned original could not be stored to a USB memory device due to insufficient memory space.Delete unnecessary data to free space in the USB memory device, or connect a different USB memory device. Using a USB Memory Device The memory is full. Enter the original type settings again. An original could not be scanned because memory became full during copying.Set <Original Type> to <Text/Photo>, and copy. Selecting the Type of Original for Copying The memory is full. Scanning will be canceled. Do you want to print? An original could not be scanned due to insufficient memory space.Select whether to print the pages that were scanned or cancel the job. Copy the original in two or more parts. Not all of the pages could be scanned during sorting and copying.Select whether to print the pages that were scanned or cancel the job. If this is a copy job, either copy the original in two or more parts or change the <Original Type> setting to <Text/Photo> and then copy the original. Selecting the Type of Original for Copying The number of entered characters is incorrect or invalid characters are used. The network key (the WPA/WPA2-PSK or WEP key) of a wireless router or access point is not entered correctly.Check the network key (the WPA/WPA2-PSK or WEP key) of the wireless router or access point, and set it to the machine again. For more information about how to check the network key, see the instruction manual for the wireless router or access point, or contact the manufacturer. The USB memory is restricted. The function that stores a scanned original to a USB memory device is disabled.Set <Use Scan Function> to <On>. Restricting USB Functions The WEP key is not set correctly. Check the WEP settings. The network key (the WEP key) of a wireless router or access point to be connected is not set to the machine correctly.Check the network key (the WEP key) of the wireless router or access point, and set it to the machine again. The authentication method of the machine is set to <Shared Key>, but that of the wireless router or access point is set to "Open System."Connect again by selecting a wireless router or access point, or by manually changing the WEP authentication method to <Open System>. Change the WEP authentication method to "Shared Key" at the wireless router or access point, and connect again. For more information about how to change, see the instruction manual for the wireless router or access point, or contact the manufacturer. Use Remote UI to set the information necessary for authentication. The [IEEE 802.1X Settings] settings are incorrect.Confirm the settings of [IEEE 802.1X Settings]. Configuring IEEE 802.1X Authentication Settings Check whether [Login Name] is set correctly. Check whether the [Use TLS], [Use TTLS], or [Use PEAP] check box is selected. If using TLS, check whether a "key and certificate" is registered. If using TTLS or PEAP, check whether a user name and password are set correctly. |
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