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New Contributor
Posts: 2
Registered: ‎10-20-2020

Canon TS9020 Support Code 5011

Canon TS9020 Scanner Printer Combo.

It was working fine until today.
I turned it on and a message was stuck on the display screen:

"Support Error code 5011
Printer error has occured.
Follow the steps below.
1. Cancel printing, then turn the decide off.
2. Turn on the device on again.
If problem persists. See the manual and contact the service center."

There wasn't anything on my printing quene. I followed the instructions and the problem still persists.

Please help me solve the problem and save my printer.

Thanks.

Esteemed Contributor
Posts: 2,899
Registered: ‎11-19-2017

Re: Canon TS9020 Support Code 5011

[ Edited ]

@Zeena_Sebastian wrote:

Canon TS9020 Scanner Printer Combo.

It was working fine until today.
I turned it on and a message was stuck on the display screen:

"Support Error code 5011
Printer error has occured.
Follow the steps below.
1. Cancel printing, then turn the decide off.
2. Turn on the device on again.
If problem persists. See the manual and contact the service center."

There wasn't anything on my printing quene. I followed the instructions and the problem still persists.

Please help me solve the problem and save my printer.

Thanks.


The next step is pretty clear.

 

https://ugp01.c-ij.com/ij/webmanual/ErrorCode/TS9000%20series/EN/ERR/5011.html

~Rick
Bay Area - CA
~6D2(v1.1.0) ~Many Lenses ~DxO PhotoLab Elite ~Windows10 Pro ~EVGA RTX 2080 FTW3 Ultra ~Pixma Pro-100
New Contributor
Posts: 2
Registered: ‎10-20-2020

Re: Canon TS9020 Support Code 5011

Who or how do I contact the service center? Is there a location I can bring my printer to get fixed? Is there a fee for repairs? My area code is 10011

I bought this printer around last year at Adorama. Only used it about 5 times to scan and print stuff.

I'm extremely disappointed & frustrated that it broke down so fast.

I followed the instructions again and It still didn't work.


I noticed the Ink cartridge holder doesn't move to the center by itself. 

Is the Printer Junk/Garbage now? Is it an expensive disposable item, where you throw away after 5 uses?

I even recently bought new ink and I haven't even got a chance to used them.

Please point me in the right direction to salvage this printer, so I don't feel that I've wasted my time, money, and emotions on this product.

Product Expert
Posts: 3,302
Registered: ‎07-28-2014

Re: Canon TS9020 Support Code 5011

Hi Zeena_Sebastian,

 

The 5011 error can be caused by a paper jam. Canon has 4 YouTube videos that you can watch that will clear the paper jam error that you are experiencing with your PIXMA TS9020.  Please view the following videos and perform the steps provided within each:

 

How to remove a jammed paper from the paper output slot:

https://www.youtube.com/watch?v=hdP5fjVFv34

 

How to remove a jammed paper from the rear tray:

https://www.youtube.com/watch?v=l-7buCX-QhM

 

How to remove a jammed paper from inside the rear cover:

https://www.youtube.com/watch?v=5pEkMTlm15c

 

How to remove a jammed paper from inside the printer:

https://www.youtube.com/watch?v=OBpLt0QRUeQ

 

If the 5011 error persists, please clean the encoder/timing strip. Please follow the steps in this Knowledgebase Article to clean the encoder/timing strip:

 

https://support.usa.canon.com/kb/index?page=content&id=ART114102

 

If you continue to experience the 5011 error, please contact our support group using the following link:

https://mycanon.usa.canon.com

 

 

 

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