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Richard
Richard, Engineer
Category: Printers
Satisfied Customers: 36526
Experience:  15 years consulting in the IT industry with Printing engineering
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Canon iP4950 using Mac OS 10.10.5. Having been away for 10

Resolved Question:

Canon iP4950 using Mac OS 10.10.5.
Having been away for 10 days, okay before this, now will not print, paper runs but is completely blank.
Have changed inks, installed latest print driver, still does not print
Submitted: 11 months ago.
Category: Printers
Expert:  Richard replied 11 months ago.

Thank you for your question, my name is ***** ***** I look forward to assisting you.

Please note, a rating is only needed when we are finished.

Can you please remove the power to the printer (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the printer, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 11 months ago.
Will let you know in 10 minutes
Expert:  Richard replied 11 months ago.

Thank you

Customer: replied 11 months ago.
It is still
Customer: replied 11 months ago.
Still printing blank
Expert:  Richard replied 11 months ago.

If you do a copy directly on the printer, not using the computer, does the copy come out blank?

Customer: replied 11 months ago.
Originally it showed error B200 but after switching off it did not show again
Expert:  Richard replied 11 months ago.

When you did the copy directly on the printer?

As per my last instructions?

Customer: replied 11 months ago.
Not sure how you send a copy to the printer
Expert:  Richard replied 11 months ago.

Ok, as your viewing this page, press CMD + P and then print from here

Customer: replied 11 months ago.
Still blank
Expert:  Richard replied 11 months ago.

Ok, can you please do the following

  • Turn off the printer
  • Open the cover
  • Turn on the printer
  • Wait for print carriage to start moving to the left and let it go past half way
  • Before print carriage reaches left hand side (but after going halfway across) shut the cover.
  • Leave the Printer turned on.

Tell me if it then prints please

Customer: replied 11 months ago.
No, it still does not print
Expert:  Richard replied 11 months ago.

Thanks

It is the internal mainboard in the printer that has faulted.

A corrupted firmware can cause this. But we have ruled this out by trying to hard restart it.

I am really sorry about this and you are going to have to return the printer to have this replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.

Thank you

Customer: replied 11 months ago.
The printer is out of warrenty so it looks as if I will have to buy a new one.
Unfortunately Richard was unable to solve the problem with my printer.
Expert:  Richard replied 11 months ago.

It is not about solving Derek but confirming then solving if it is solvable, in your event its a hardware issue, and I can only go through all possible causes and rule them out to confirm the problem.

This is what we did and what you paid for. If we were only paid for fixing an issue, no one would have taken your question due to the possibility of it not being resolvable.

You now have the issue confirmed and know what you need to do.

If you need anything else, please let me know

Thanks

Richard

Customer: replied 11 months ago.
How can I rate when the problem was not solved, I would pay the £22 but only if the problem is solved
Expert:  Richard replied 11 months ago.

I replied to you on this Derek, that your paying for a service, ill repeat what I said to you

It is not about solving Derek but confirming then solving if it is solvable, in your event its a hardware issue, and I can only go through all possible causes and rule them out to confirm the problem.

This is what we did and what you paid for. If we were only paid for fixing an issue, no one would have taken your question due to the possibility of it not being resolvable.

If you do not believe you should pay for a service that you have received and people should not be paid for this, then that's up to you

You now have the issue confirmed and know what you need to do.

If you need anything else, please let me know

Thanks

Richard

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