Canon Accounting Manager Fails to communicate with imagePROGRAF TC-21M

[CEdmonds]

I have a Canon TC-21M printer. Originally I set it up over wifi and it worked fine. More recently I was looking to use the Canon Accounting Manager Software to track printing costs for my business. I attempted to register the printer in the tool and it looked like it was going fine.

Printer added to be managed

 

It could see it and it auth tested fine but then once I clicked OK it would give a progress bar that would end always in "Failed to communicate with the printer Check printer connection."

Now the wifi always took a while to start a job or acquire the printer information so I switched to a wired network connection to see if that would fix the issue. I had to uninstall and reinstall the driver for the printer to get it to print again without an error. I uninstalled and reinstalled the Accounting Manager Software and still am getting the same issue when trying to add the TC-21M as a managed printer.

I have verified that the port was created and is in bidirectional mode. That I can ping the printer and print to it. I can see ink levels and set the paper type but I cannon get it to communicate with the Accounting Manager. I haven't set an administrative password on the printer yet and still just use the SN. 

Anyone know how to fix this?

[JayC1]

Hi C Edmonds! Thank you for contributing Canon Community.

I checked both the manual and the Canon website for the TC-21M. I did not see the Accounting Manager in the available downloads list on the TC-21M website, and it was not mentioned amongst the supported software in the printer's manual. While I understand that you were able to add your printer to the program, I need to check if the printer has the ability to send data to that tool. 

While we are checking to see if the program will work with your TC-21M, I was hoping you can answer a few questions.

• What operating system is your computer running? (e.g. Windows 11, Windows 10, macOS Sonoma V14)
• Are you installing the Accounting Manager from a setup disk?
• If you are downloading the Accounting Manager, which website are you using? (please provide the URL)

I look forward to your reply. Thanks again!

[JayC1 · Accepted solution]

Hi C Edmonds,

I just received word that the Accounting Manager application will not work with your TC-21M. Sorry about that. The Accounting Manager is meant for other printers. The TC-21M lacks the ability to provide the program with the data it needs. If you need a printer that will work with the Accounting Manager, you can consider the imagePROGRAF PRO-1100. It is the latest printer in the series that supports that program. Please disregard the questions in my previous post.

Thanks again!

[CEdmonds]

That is really disappointing for a business grade printer to not allow for this feature. Is there a work around to get estimates on print job costs or at least the ink usage?

Also as a point of feedback they should generate a different error message on the tool that says the printer isn't compatible or points to a page that lists the compatible printers when it throws a communication error. 

[Stephen]

The most reliable place to find all compatible software, drivers, and tools for your product is always on the dedicated Drivers & Downloads page for your model on the Canon USA website. If a utility isn't listed there, it's a very strong indication that it is not supported on your device. This is often due to differences between various product lines and their intended features (such as consumer versus professional models).

To prevent workflow disruptions, especially with required features, we highly recommend confirming compatibility before purchase. Please don't hesitate to reach out to our Sales or Support specialists directly at 800-OK-CANON (800-652-2666) if you have any questions.

[CEdmonds]

Stephen,

The short answer is NO. There isn't a way to track ink usage to estimate costs on a $1200 plotter. Telling me to read your convoluted website which I have poured over isn't much help and the bolding of the certain sections you did comes off as condescending. Overall, you didn't even address the follow-up question and JayC1 had already solved the main thread. When I come here it is a last ditch situation that the terrible documentation has induced. Be more helpful like your colleague or just don't respond if you want us to keep doing business with you company.

JayC1,

Great job, my disappointment is with the product feature not you. Thank you for taking the time to help me find that information and actually suggesting a printer that does work with the feature, that was great customer service on your part. 

Have a better day everyone. Cheers!

[JayC1]

Hi C Edmonds,

Once I found out that the Accounting Manager was not listed on the website for your printer, I did reach out to see if it would still work. Our team did test it with a TC-21M, and could not get it to work. I apologize that I did not include that detail in my previous response. The printer does not have the ability to give the Accounting Manager the information it needs to do its job.

The Accounting Manager was written for other models. I did mention that the PRO-1100 is the most recent model that will work, and it is the most comparable to the TC-21M. If you have a question about a different model, please write back or contact Canon at toll-free 1-800-652-2666.

Sorry for the inconvenience. Take care.

[CEdmonds]

For sure, I was hoping there was a way to just get a precise ink usage but figured it was a long shot. Thanks for your time on this and keep up the good work. You went above and beyond.