Re: Canon Installlation Problems

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"gbirnie" <gbirnie@xxxxxxxxxxxxxxxxxxxxxxxxx> wrote in message
news:0EED5AA2-CBA2-4EA1-9811-F4734792B9C4@xxxxxxxxxxxxxxxx
We have the Canon D880 printers connected by USB to our computers. We have
recently updated the PCs and when trying to install the old Canon D880
printers it is not working properly. They are on the XP operating systems
and
when doing the install it does seem as if it does work and says that the
installation is complete. However when printing a test page or anything
from
the PC it does not work. I have been through all the whistles with Canon
themselves and they are now saying that it is a Microsoft Windows issue.
Does
anyone have any suggestions on how to get these printers to work? Here is
a
copy of a few of the steps we have tried thus far on Canon's side, even
though I am not giving up on them yet either. I was just hoping someone
would
be able to help out.





Since you said you've updated your PC,


I'd advise not using the original drivers that came with the printer

get the latest drivers...which should be at least good for XP sp2



Dear Gabrielle Birnie:



Thank you for your reply.



Based on the specific issue you have described, we recommend contacting
Canons live technical support at this point. While I understand email may
be
the preferred method, the real time feedback of a live technical support
call
would be very beneficial in this case. Please see the special priority
information and toll-free number provided in the footer or signature of
the
message. A Canon technical support representative will be able to better
isolate and get you up and working faster.



We apologize for any inconvenience this may cause. Please let us know if
we
can be of any further assistance.



Thank you for choosing Canon.



Sincerely,



James

Technical Support Representative



Special Note: Certain issues are very difficult to resolve via e-mail.

If your question remains unanswered after you have received this e-mail,
the
direct assistance of a Canon telephone support representative may be
required. If you would like to speak to a support representative, dial
1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday
10:00
a.m. to 8:00 p.m. ET (excluding holidays).



If you prefer to continue to communicate via email, reply to this message
and we will respond as quickly as possible.







Original Message Follows:

-------------------------



I went through these processes and at Step 5 where you install the printer
again, it does come up as the printer has installed correctly, but it
never
prompts for you to plug in the USB cable. When I do plug in the USB cable
it
made a copy of the printer under the "printers and faxes" folder. I did
try
to print a test page from both while in Selective Startup Mode and both
attempts were unsuccessful.

Gabi

-----Original Message-----

From: Canon Support - MFP [mailto:mfp@xxxxxxxxxxxxxx]

Sent: Thursday, November 13, 2008 8:46 PM

To: Birnie, Gabi

Subject: RE: Response from Canon - MultiPASS (KMM9217464V27114L0KM) Dear
Gabi Birnie:

Thank you for your reply and information.

Let's try the following to rectify the issue:

1. Uninstall the driver using the 'uninstall' option of the Canon unit
listing under 'All Programs'.

2. Once uninstalled, go into the Device Manager. If still listed, delete
'Canon iCD800' with the yellow question mark and 'USB Printing Support'.

3. Follow by disconnecting the USB Cable and placing the computer in a
Selective Startup mode as previously outlined.

4. As the computer is restarting, disconnect the power cord from the D880
for 30-60 seconds. Plug the power for the unit in again and ensure a
normal
display is seen in the LCD. Do not connect the USB cable.

5. Proceed to perform the installation of the driver and only connect the
USB cable when prompted by the software.

6. Try a test print while in the Selective Startup mode.

7. If successful, repeat steps 1 and 2 in the previous Selective Startup
instructions, click Normal Startup and then restart your computer.

8. Try another test print once the computer has returned to the Normal
Mode.

Should you be unsuccessful, it is recommended to contact the Personal
Copier
Technical Support Group at 1-800-828-4040, 8A-8P EST, Monday - Friday or
10A-8P Saturday for further support. The technician will be happy to walk
you through steps to resolve the issue efficiently. At the time of your
call
please be near your unit and have the 8 character serial number from the
back
of your unit handy.

I do hope this information is helpful to you. Please let us know if we
can
be of any further assistance with your D880.

Thank you for choosing Canon.

Sincerely,

Deborah

Technical Support Representative

Special Note: Certain issues are very difficult to resolve via e-mail.

If your question remains unanswered after you have received this e-mail,
the
direct assistance of a Canon telephone support representative may be
required. If you would like to speak to a support representative, dial
1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday
10:00
a.m. to 8:00 p.m. ET (excluding holidays).

If you prefer to continue to communicate via email, reply to this message
and we will respond as quickly as possible.

Original Message Follows:

-------------------------

The PCs are on a network. I have tried installing this same printer on 4
PCs
now and none seem to work. They are not upgraded PCs though. Some may have
been downgraded from the new Vista program. We have decided not to use
that
program within our Circuit. The items listed under Universal Serial Bus
Controllers are as follows:

-Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27CB

-Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27C9

-Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27CA

-Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27CB

-Intel(R)8280IG(ICH7 Family) USB2 Enhanced Host Controller - 27CC -USB
Printing Support -USB Root Hub -USB Root Hub -USB Root Hub -USB Root
Hub -USB
Root Hub Then in the device manager it does have an other devices marked
with
a yellow question mark. When clicking the + to expand that it says Canon
iCD800.

Thanks again for all your help,

Gabi

-----Original Message-----

From: Canon Support - MFP [mailto:mfp@xxxxxxxxxxxxxx]

Sent: Thursday, November 13, 2008 3:59 PM

To: Birnie, Gabi

Subject: RE: Response from Canon - MultiPASS (KMM9215997V95917L0KM) Dear
Gabi Birnie:

Thank you for your response.

Are any of these computer's shared or were any upgraded to XP?

Please try the following to add further technical insight into your
current
issue:

1. Right-click on My Computer, left-click on Printing Preferences.

2. Click on the Hardware tab.

3. Click on Device Manager.

4. Click on the (+) sign next to Universal Serial Bus Controllers.

a. Please provide us all of the information in this section. Also note
any items with a yellow mark next to it.

5. Within the other sections of the Device Manager, do you see any items
labeled as "Other Devices" or "Unknown Devices"?

Thank you for choosing Canon.

Sincerely,

Naomi

Technical Support Representative

Special Note: Certain issues are very difficult to resolve via e-mail.

If your question remains unanswered after you have received this e-mail,
the
direct assistance of a Canon telephone support representative may be
required. If you would like to speak to a support representative, dial
1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday
10:00
a.m. to 8:00 p.m. ET (excluding holidays).

If you prefer to continue to communicate via email, reply to this message
and we will respond as quickly as possible.

Original Message Follows:

-------------------------

When doing what you suggested on another PC (a barebones with nothing on
it
besides XP) the printer does install correctly without the error.

When you go to print a test page, a test page does not print still. The
screen flashes but nothing happens and after a few seconds the queue goes
back to ready as if a test page did print.

-----Original Message-----

From: Canon Support - MFP [mailto:mfp@xxxxxxxxxxxxxx]

Sent: Monday, October 13, 2008 5:08 PM

To: Birnie, Gabi

Subject: RE: Response from Canon - MultiPASS (KMM9121271V32050L0KM) Dear
Gabi Birnie:

Thank you for your response. We sincerely apologize for any difficulties
you have experienced with the D880 and installing.

Unfortunately, the error message you have provided indicates a possible
system issue. You may try putting your computer in Selective Startup,
however, if this does not work, the error message may be linked to
background
files and services that are a part of the MicroSoft operating system not
functioning correctly.

Please follow these instructions to put your computer in a Selective

Startup:

1. Click Start and then Run.

2. In the Open box of the Run window, type msconfig and and then click
OK.

3. In the General tab of the System Configuration Utility window, click
on
the Selective Startup radio button.

4. Remove the check in the Load Startup Items box.

5. Click the Services tab.

6. At the bottom of the Services tab, click Hide all Microsoft Services
box. The window will refresh.

7. Under Service column, uncheck each box that is left in this tab.

8. Click Apply and then Close.

9. Click Restart.

10. Proceed to reinstall the D880 to see if the issue you described has
been corrected.

11. After install, repeat steps 1 and 2, click Normal Startup and then
restart your computer.

Thank you for choosing Canon.

Sincerely,

Naomi

Technical Support Representative

Special Note: Certain issues are very difficult to resolve via e-mail.

If your question remains unanswered after you have received this e-mail,
the
direct assistance of a Canon telephone support representative may be
required. If you would like to speak to a support representative, dial
1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday
10:00
a.m. to 8:00 p.m. ET (excluding holidays).

If you prefer to continue to communicate via email, reply to this message
and we will respond as quickly as possible.

Original Message Follows:

-------------------------

James,

There is no error given while trying to print. While installing the
drivers
I do get an error that reads "An exception occurred while trying to
run"shell32.dll, SHHelpshortcuts_RunDLL_AddPrinter". I can still make
copies
and receive faxes though. Yes, it is connected straight to my PC.

Thank you for the help. This one has me kind of stumped!

Thanks,

Gabi

-----Original Message-----

From: Canon Support - MFP [mailto:mfp@xxxxxxxxxxxxxx]

Sent: Monday, October 13, 2008 10:35 AM

To: Birnie, Gabi

Subject: Re: Response from Canon - MultiPASS (KMM9119580V7083L0KM) Dear
Gabrielle Birnie:

Thank you for contacting Canon product support. We value you as a Canon
customer and appreciate the opportunity to assist you. We regret the
issues
experienced with the installation of your imageCLASS D880.

The unit should install and work fine with Windows XP running Service

Pack 3. With this said, it regrettably, is unclear at this time the

exact cause of the issue you are experiencing. We will be happy to assist
you in troubleshooting the issue, but we will need some additional
information.

1. Describe what happens when you attempt to print. Provide the exact
wording of any error messages you receive, etc.

2. Are you receiving any alarm errors and can you make a copy from the
unit?

3. Is your imageCLASS D880 being directly connected to your computer?

Additionally, please confirm if you have any other devices such as
scanners
or other printers connected to the computer, please describe.

This information can help us better troubleshoot the issue. We look

forward to your reply and with further assisting you with your imageCLASS
D880.

Thank you for choosing Canon.

Sincerely,

James

Technical Support Representative

Special Note: Certain issues are very difficult to resolve via e-mail.

If your question remains unanswered after you have received this e-mail,
the
direct assistance of a Canon telephone support representative may be
required. If you would like to speak to a support representative, dial
1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday
10:00
a.m. to 8:00 p.m. ET (excluding holidays).

If you prefer to continue to communicate via email, reply to this message
and we will respond as quickly as possible.

Original Message Follows:

-------------------------

Email Support Form Message

Product Type: imageCLASS D880

Product Model:

IslandData Session:

Product Serial Number: JXY18760

Date of Purchase:

First Name: Gabrielle

Last Name: Birnie

Address:

City:

State:

Zip: 33870

Phone Number: 863-991-5634

Email Address: gbirnie@xxxxxxxxxxxxxxxxxx

EMAIL_ADDRESS_CONFIRM: gbirnie@xxxxxxxxxxxxxxxxxx

q01: USB

q02: Windows_XP

q03: Installation

INQUIRY: We had this printer installed on another PC and was working
correctly. The user recieved a new PC with the XP service pack three
installed and we can not install the printer now. I looked on the website
for
drivers, but there are only drivers for service pack two.

When trying to install using those drivers it acts as if it works but when
you print a test page nothing occurs. Do you have the updated drivers or
any
suggestions to take to install this printer on this new PC?




.

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