My printer is 2 years old and I recently switched it from using USB to WiFi. Now, when the printer tries to power off, it locks up and won't respond at all, requiring it to be unplugged. Even after waiting overnight, it still won't power down. This always happens when it powers off on its own and most times when I use the power button in which case I answer NO to the "retract tray" prompt, it says to wait momentarily, then freezes.
What might cause this? How do I fix this? How do I prevent it g from happening again? Do I need a firmware update and, if so, how?
PS I'm an advanced computer person so go techie on me ok?
Based on the description, it sounds like the printer is experiencing internal hardware issues and would need to be serviced.
Since the printer is out of warranty, you would qualify for the Canon Upgrade program. This is for out of warranty units which have been diagnosed to require service or are incompatible with a new or upgraded system. This program allows you the opportunity to purchase a replacement product discounted from the list price. Free ground shipping is included with your purchase.
If you would like to take advantage of this offer, please call our Sales Department at (866) 443-8002 Mon-Sat, 9 AM to 9pm EST excluding holidays.
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Turns out the problem is SOFTWARE related, not hardware, so please update your internal KB articles, ok?
After getting no help from Canon, Google came through... Others suggested that having something in the print queue would prevent the printer from shutting down. Sure enough, I can reliably repro this scenario. If a print job is queued, the printer WILL FREEZE when powering down. Recycling power and retrying: exact same result. Clear an unprinted job from the queue and it shuts down just fine.
Having written many device drivers over the past 30 years, I can tell you that your problem--which affects me--is a bad driver since this is entirely a software issue and repros reliably on multiple Windows computers, most running v10, 2 running v11. Power recycling dependent on queued jobs is the most idiotic dependency I can imagine, so I would suggest telling your devs to remove that dependency. 🙂
Also note that this problem does NOT occur if the printer is connected to a Windows PC via USB cable; it only happens if the printer is configured to use WiFi instead. Hope that helps your devs.
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