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  • 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.

     

     

    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:

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    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@cits.canon.com]

    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:

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    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@cits.canon.com]

    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:

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    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@cits.canon.com]

    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@cits.canon.com]

    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@jud10.flcourts.org

    EMAIL_ADDRESS_CONFIRM: gbirnie@jud10.flcourts.org

    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?

    Monday, November 24, 2008 2:35 PM

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