topic Re: GX 4020 Constantly Offline in Office Printers

MAXIFY GX4020 Constantly Offline

dizzlelizzle — Wed, 17 Apr 2024 20:26:26 GMT

My GX 4020 constantly goes offline and I'm not able to print from any device. It it wireless, has a static IP address, and I changed the power settings so it is always on, but 90% of the time when I try to print it is "offline". When it is "offline" and I try to access the web interface for the printer, it either does not respond, or is very slow to respond. When I am able to print and try to access the web interface it is very responsive. The firmware is up to date. Any help would be appreciated.

Re: GX 4020 Constantly Offline

dizzlelizzle — Sun, 31 Mar 2024 13:59:30 GMT

I forgot to mention that power cycling the printer fixes the problem makes the printer appear online for a little bit. Just about every time I print I need to power cycle the printer.

Re: GX 4020 Constantly Offline

shadowsports — Sun, 31 Mar 2024 14:43:24 GMT

Greetings,

Assigning a static IP is typically one of the best ways to ensure persistent connectivity.

If you have that set, then you should be able to ping the device from a command prompt or terminal.

Where did you set the static IP?

Other issue might be power, sleep or ECO settings.

Re: GX 4020 Constantly Offline

dizzlelizzle — Mon, 01 Apr 2024 00:02:08 GMT

I set the static IP on the printer itself and I verified it always has the same IP address. What are the power, sleep, and ECO settings that I can take a look at and what should those values be?

Thanks.

Re: GX 4020 Constantly Offline

dizzlelizzle — Mon, 01 Apr 2024 13:48:42 GMT

I can ping the printer, but some of the requests time out. It is very inconsistent. I'm very confident it is not a network issue because I have numerous other devices on my local network with static ip address (outside of my DHCP address range) that don't have this issue.

Re: GX 4020 Constantly Offline

shadowsports — Mon, 01 Apr 2024 14:42:20 GMT

Greetings,

Try setting the IP you reserved for the printer on your router. Here is an example. I use 1.99 for my printer.

Router:

Router - Reserve IP

Printer:

Test Ping

Why you want to do this. After a period of inactivity, (device turned off, sleeping, not used for an extended period) the router could assign the IP for the printer to another device. This might happen if the lease for the IP expires, or if no communication between the two occurs for a period of time.

If this happens and you try to print, the device will show as offline because its sending a print job to a destination it believes is valid, but has actually changed. You mentioned that restarting the printer restore printer function typically.

Optional, you can leave DHCP enabled on the printer, if you reserve an IP on your router. Its responsible for managing and maintaining IP's not the printer or device.

Power Settings: (if issue is related to power settings)

Canon : Inkjet Manuals : GX4000 series : Managing the Printer Power

Set to Auto Power On

Auto power on: When you check this check box, the printer automatically turns itself on when data is sent.

IJ Network Assistant Tool:

When the printer is turned off, the Canon IJ Status Monitor message varies depending on the Auto Power On setting.
When the setting is Enable, "Printer is standing by" is displayed. When the setting is Disable, "Printer is offline" is displayed.

ECO Settings:

Canon : Inkjet Manuals : GX4000 series : ECO settings

Selecting Do not use power control disables all settings of the power control and scheduling.

Please make these changes and see if this helps.

Re: GX 4020 Constantly Offline

dizzlelizzle — Tue, 02 Apr 2024 02:44:53 GMT

I made all of the changes you suggested and I’m having the same issues still. I cannot print but when I ping the printer I’m getting very erratic responses from 100ms to 3500ms to timeouts (greater than 4 seconds). This is definitely an issue with the printer responding to request and not my network. What should my next steps be?

Re: GX 4020 Constantly Offline

dexman335 — Tue, 02 Apr 2024 02:53:50 GMT

I'm not familiar with the 4020 (I own an imageCLASS MF743), so here are a few basic questions & thoughts.

Is the unit receiving a strong Wi-Fi signal?

If the unit has the ability to be factory defaulted, it might be worth trying it. Otherwise, I'd give Canon Support a call to see if they can determine if the unit needs to be serviced.

Re: GX 4020 Constantly Offline

dizzlelizzle — Tue, 02 Apr 2024 03:29:53 GMT

It is 5 feet from the router and has a 90%+ signal. I’ll try contacting support. I read about this issue before purchasing the printer thinking it was user error. I was wrong. I would not purchase this printer again. If support somehow fixes the issue I’ll reply to this, but it isn’t going to happen. I had the same issues with a previous canon printer.

Re: GX 4020 Constantly Offline

dexman335 — Wed, 03 Apr 2024 00:36:32 GMT

Let us know what happens. 🙂

Re: GX 4020 Constantly Offline

shadowsports — Wed, 03 Apr 2024 10:35:02 GMT

Greetings,

I'd like to know more about your network.

What device (brand and model) is the printer connecting to?

Single router or mesh system?

Are there any extenders in use?

I would not expect to see 3500ms latency when a device was in close proximity to its network broadcast.

Re: GX 4020 Constantly Offline

dizzlelizzle — Wed, 03 Apr 2024 13:58:01 GMT

It is a Netgear Orbi Mesh network consisting of a RBR40 router and 3 RBW30 satellites. I a few other machines with static IPs that are wireless (web server, media server, SVN/GIT server) that have consistent <1ms response times.

Re: GX 4020 Constantly Offline

dizzlelizzle — Wed, 03 Apr 2024 14:00:48 GMT

I contacted support and the issue seems to be a faulty wireless module on the printer.

Re: GX 4020 Constantly Offline

shadowsports — Wed, 03 Apr 2024 16:05:55 GMT

Greetings,

Thank you for your prompt reply. I had a RBR50 with 2 satellites for several years. Its a bit older now, but is still a good mesh system offering reliable 2.4Ghz/5G performance. I'm hoping your printer is under warranty and is being replaced by Canon.

Re: GX 4020 Constantly Offline

dexman335 — Wed, 03 Apr 2024 16:32:20 GMT

Thank you for letting us know what the diagnosis is. 🙂

Re: GX 4020 Constantly Offline

dizzlelizzle — Wed, 17 Apr 2024 20:24:11 GMT

Update: They sent me a replacement printer. I have had it for a few hours connected to my WIFI, and when I ping it I am getting very fast results (< 6ms). I have not had any printing issues. I'll update again in a few days.

Re: GX 4020 Constantly Offline

dexman335 — Wed, 17 Apr 2024 21:42:18 GMT

Thank you for the update. Let us know how it goes. 🙂

Re: MAXIFY GX4020 Constantly Offline

shadowsports — Thu, 18 Apr 2024 01:01:58 GMT

Very pleased to hear of the progress. Sounds like you've got it wrapped up. 😀

Re: GX 4020 Constantly Offline

wding2000 — Sun, 27 Apr 2025 17:46:53 GMT

Good to hear. I have exactly the same problem. Who do you contact for the customer support and replacement? Canon USA or retailer you purchased from?

Re: GX 4020 Constantly Offline

Stephen — Sun, 27 Apr 2025 18:03:22 GMT

I had the RBR50 and 2 satellites, too. I used them for about a year, I guess. They were good until they weren't. When they acted up, wow, it was a headache! I replaced them right at the beginning of the Pandemic with a UniFi system. Is it overkill? Yes. Is my whole network rock solid? Also, yes.