Hi chelle,
Based on your description of the issue, it would appear that the timing strip/encoder needs to be cleaned. To perform this, please follow the steps provided on this page:
https://support.usa.canon.com/kb/index?page=content&id=ART163676
Please clean it again if the issue persists. Otherwise, your PIXMA MG6620 would require service. You are eligible for Canon's Upgrade Program. This is for out of warranty units which have been diagnosed to require service, or for some reason are incompatible with a new or upgraded system. This option allows you a one-time opportunity to purchase a replacement product, discounted from the list price.
To help you get up and running quickly, we also offer free standard shipping (if the order is completed by 12:30PM ET). If you would like to take part in this option, please call our Sales Department at (866) 443-8002 seven days a week, 8am to Midnight. Let them know you have been working with technical support and the Canon Upgrade Program was offered.
