09-08-2015 10:34 PM
09-08-2015 10:50 PM - last edited on 09-08-2015 10:58 PM by Jason
I've sent 2 emails in the past two weeks, at the recommendation of Canon's Canon Product Loyalty (1877-359-6780). I haven't received a response. Maybe it isn't the right department to contact.
I'm hoping Canon will stand behind their advertised Cloud Printing feature for us. It would seem appropriate to have a fix to restore funtionality for our models, or a replacement option..
09-11-2015 02:33 PM
I sent an email to canon at email@example.com <firstname.lastname@example.org>;.
I received the following response within 4 hours. I tried this work-around method of Cloud Printing, and it worked. It is more steps than the original Cloud Print capablility the printer once had, but it works and doesn'tt require a Windows computer to be connected to the printer for 'classic print'
Even thought the printer shows 'offline', I was able to 'pull' the job from the queue using the method below I received in the email from Canon technical support:
Thank you for contacting Canon product support regarding the Google Cloud Print issues with the PIXMA MG6220.
I understand you are unable to print from your Chromebook and Android device via Google Cloud Print. I understand this is frustrating to have it work one way previously, and then change so that it does not. Google Cloud Print is a Beta service, and as such, is constantly having changes made to the service that have affected usage and reliability. Recently, they applied a significant security protocol update that essentially changed how their servers authenticated registered units. In order to make our printers fully compatible again, a firmware update would be required. You noted that this particular unit, along with several others, are not going to receive a firmware update. This is due to the age and technical limitations of the models; they are physically unable to be updated to the new standard.
Now, that is not to say that you are without options. Is the printer still registered, but listed as offline? If so, you can select the offline unit and select print, putting a job in the queue. Once the job is queued, you can then manually pull queued jobs from the Google Cloud Print server using the 'Start Cloud Print" selection from the operation panel. The instructions on how to do so are listed below.
Next, you mentioned that you were using Google Cloud Print to print from your Android device. Do you know what version of Android you have? Depending on the version, you may be able to use the Canon Print Service or the Canon Print Inkjet/Selphy app to print from your phone instead. You should be able to check the Android version from your Settings app, under a section that will say something along the lines of 'About this Device.' If you reply with the version of Android your phone is running I'd be happy to give you instructions on how to utilize the wireless printing functionality without using Google Cloud Print.
I hope this information is helpful to you. Please let us know if we can be of any further assistance.
Thank you for choosing Canon.
Technical Support Representative
10-09-2015 12:48 AM
I just started having this same issue today. I've power cycled the printer multiple times, and reset the printer to default settings to no avail. I used to do exactly what mg2 above is describing. That was the only way I could print. Today that stopped working. Now I just get a "Cannot connect to server" error. That first came up when I tried printing and now I can't register with google cloud. I just get the error everytime I try.
I'm pissed because I just spent $50 on new ink cartridges and I can't use them. I really need the color printer I purchased to actually print from my chromebook before my lab tomorrow at 2pm.
10-12-2015 08:32 AM
Additional troubleshooting will have to be done to narrow down the causes of your issues. Please contact our support group using the "Contact Us" link below for additional assistance.
This didn't answer your question or issue? Find more help at Contact Us.
01-05-2016 07:41 PM
I will not purchase another Canon printer after this. Pure and simple the device was marketed and sold as a Google Cloud Print device and now it won't even connect for the manual work around.
This is shoddy and a horrible way to treat customers. Canon, you lost me.
01-05-2016 10:24 PM
I experienced the loss of cloud print with my Canon printer also. It was very dissapointing as I was enjoying being able to cloud print. After speaking with several techs, my conclusion was the loss of functionality was due to a change in the security authentication method that Google implemented after the printer was released. For certain printer models, this one included, Canon could not implement a firmware upgrade to restore that functionality. I found by calmly asking to escalate the call and following their escalatiion process, Canon did resolve the issue to my satisfaction and I am very pleased with their resolution. It took some time and patience, but it was worth it.
02-08-2016 12:24 PM
Because of a change in Google server’s authentication method, Google Cloud Printing is not supported directly from the PIXMA MG5420. To use Google Cloud Print, your PIXMA MG5420 would have to be connected to a Windows or Mac computer and set up as a "Classic Printer". For further information, please use the following link:
02-08-2016 12:29 PM
While it is nice to have an option, there are some of us who do not have windows or mac in our homes. It was bad enough that my Linux boxes do not print to this printer anylonger. But now my chromebooks do not either.
There were updates to the firmware in the past (that I have applied using a friends computer) for this printer. I find it frusturating and unacceptable that this issue has been fixed on other models and not on this one.
At this point I have to question weather or not I will ever purchase a canon product as it is clear that Canon is not standing behind this printer.
Is there anything else, other than steps using technologies I do not have (Windows, MacOS) that Canon will take to keep me as a customer, or do I have to go to another vendor?