07-31-2018 02:57 PM
Our business has a Canon ImageClass MF624. We've been having a few issues with it-
1) Every few weeks, the drivers are randomly uninstalled from one of the lobby computers and we have to reinstall them. It occasionally happens to the other computer as well, but the first one, it's like every 2-3 weeks,
2) Last week, it was behaving very slowly or saying it wasn't connected but the wifi was fine, the drivers were fine, the connection was set up. We called Cartridge World (where we got the printer for free as part of their toner program, like we use their toner and they recycle the cartridges and deliver new ones etc.) and they said to just turn it off and on. It worked after that for about an hour then it stopped working. So we turned it off and on. Then it worked it again. Now a week later and the time before needing to turn it off/on again has diminished to any time we need to do anything with the scan/copy/printer.
3) It's also printing verrrrry slowly. I wanted to print 25 pages of something. It took almost 25 minutes. It would print one or two pages, then chill out for a minute or more, than print another.
08-02-2018 10:05 AM - edited 08-08-2018 10:35 AM
We need more information about your environment if we are going to try and help. Operating system, network configuration, and any troubleshooting steps you have tried. Have you done anything more than power cycle the device?
Software doesn't typically uninstall itself. There are some rare exceptions, but without knowing what your OS is, it would be speculation. Relying on a device connected via wireless in a corporate environment is not best practice.
08-02-2018 04:55 PM
So we use Windows. It is wireless but we are a small business with only two desktops that are connected for c hecking clients in.
Not many other trouble shooting methods were tried because we're not tech savvy. Our printer was provided by a service company called Cartridge World and we did finally get him to come fix the issue but he just called Canon in front of us. Canon suggested we must have tried to do a big print that jammed up the connection, like anything around 800 pages. Like you said, wireless is not good for constant corporate printer needs but we never needed to print something 800 pages. Maximum need for printing is only maybe 25 max. Our training guides, sporadically printed, are only around 10 to 15 pages. One of us reset the router and it worked faster after that but not optimal speed and shutting off/on is still needed a few times a day.
Not sure who would manually uninstall drivers-only 6 of us have access to the desk and none of us would deliberately do that for whatever reason though someone said Windows might uninstall drivers when an update is needed?
08-08-2018 10:56 AM - edited 08-08-2018 10:57 AM
Yes, a major version update is the only instance I can think of where software might be uninstalled without user intervention. Such as going from 1607 > 1709 or 1803 as examples, still for this to happen to printer software is rare.
The behavior you are describing. Sounds like the printer is not set with a static IP. Its going to sleep and when it wakes up, it doesn't have the same IP address. Power cycling it forces the router to give it a new IP address and printing/scanning resumes. This is not ideal.
Hung print jobs (large files). If this ocurrs when the printer is connected and working, it might be related to the amount of installed memory on the computer. That coupled with depending on a wireless connection is not a recepie for success. Again, just guessing based the the information you've provided.
You will want to give the printer a static IP, whether it is connected wired or wirelessly. This way, it will always get the same IP regardless of how often its used, turned off/on, goes to sleep, etc. This will be a good first step bringing some stability to your network.