Service Notice: Canon Inkjet Printer continuous reboot loop or powering down

Canon Canada has recently become aware of a situation where select Canon inkjet printers continuously reboot or power down after Canon logo appears if the product is connected to the internet. If this occurs, the printer cannot be used. Please see solutions listed below which may permit you to continue to use your inkjet printer.

Affected models:

• PIXMA iP110
• MAXIFY iB4020
• MAXIFY MB2020
• MAXIFY MB2320
• MAXIFY MB5020
• MAXIFY MB5320
• PIXMA MG6620
• PIXMA MG7520
• PIXMA MX492

NOTE: If we determine that additional models are affected by this situation, we will issue an updated Service Notice.

Please refer back to this Service Notice for updates on this situation. We apologize for any inconvenience.

Solutions to continue printing:

Method 1:
Download the firmware update available for your affected printer model. You can find the firmware update by clicking on the printer model above.

FOLLOW THE STEPS BELOW TO COMPLETE THE FIRMWARE UPDATE:

After downloading the firmware update file to your computer, follow these steps to find instructions for how to update your printer’s firmware:
 

Update Procedure

Printer Update Utility is software for upgrading the printer firmware version.
Follow the steps below to update the firmware.

Items Required

• USB cable
• Windows or Mac PC

Firmware Version Update Procedure

1. Connect computer to printer with USB cable.

If an Ethernet cable or a USB cable for camera connection is connected to the printer, disconnect it.

For models with card slots, remove all the cards inserted in the card slots.
 

Important:

18.  

• If using Mac, check that the computer is set not to enter the sleep mode.
• Start Printer Update Utility (). 
• Turn on printer.
• Check contents of Step 1 and click Next.
• Check contents of Step 2 and click Start.

Note: Depending on your operating system, what you see in the operation window may differ.

Printer name: The name of the printer connected to the computer

Current software version: The firmware version of the connected printer

Update software version: The firmware version available for update at this time
 

Important:

•  
• Do not turn off the printer or disconnect the USB cable until the update is complete. Doing so may cause malfunction.

Note:

22.  

• If you cannot click Start, the printer may not be eligible for the update.
• If the Current software version is greater than the Update software version, update is not required. Click Cancel to cancel the update.
   

When message appears in Step 3, check contents and click Quit.

This completes the firmware update.

When the update is complete, the printer turns off automatically. To use the printer, reconnect the power cable, and then turn the printer back on.

If using the printer over Wi-Fi, disconnect the USB cable. If using it with wired LAN, disconnect the USB cable, and then connect the Ethernet cable.
 

Note

•  
• A new icon Canon XXX series (Copy 1) may be created automatically after the update. In some cases, the new icon may be set as the default printer. In that case, manually set the original printer as the default.
  The Canon XXX series (Copy 1) icon can be safely deleted as needed.
   

Error Causes and Corrective Actions

Message	Cause	Corrective Action
An error occurred during the printer function update. Since the update failed, the printer cannot be used in its current condition. Turn on the printer again, and then be sure to restart the utility.	The printer was turned off or the USB cable was disconnected during the update.	Click OK to exit Printer Update Utility. Turn off the printer, and then turn it back on after a few seconds. Start Printer Update Utility again and run it. If the printer does not operate properly, it needs repair.
The printer cannot be found. Make sure that the printer is not in the following state: The printer and the PC are not connected correctly with a USB cable. The printer power is off. The latest firmware is installed on the printer.	The printer and the computer are not connected with a USB cable. The printer is turned off. The downloaded Printer Update Utility is not for the printer to be updated. The printer is operating. The printer driver is not installed. (Windows)	Connect the computer to the printer with a USB cable. Turn on the printer. Download the Printer Update Utility for the printer to be updated, and then start over from the beginning. Wait for the printer operation to finish, and then run Printer Update Utility. Install the printer driver.

 

Method 2:
Disconnect the affected printer from the internet to continue to use the printer via USB cable connection.

FOLLOW THE STEPS BELOW TO DISCONNECT THE AFFECTED PRINTER FROM THE INTERNET AND CONNECT WITH A USB CABLE CONNECTION.

When the printer is wired or connected via Ethernet cable to the Internet:

1. Disconnect the LAN cable from the printer.
2. Turn on the printer.
3. Connect a USB cable between the printer and your computer device.

When the printer is wirelessly connected to the Internet:

1. Turn off the router.
2. Turn on the printer.
3. Disable the Wireless Lan in the printer device setting.
4. Turn on the router.
5. Connect a USB cable between the printer and your computer device.

Method 3:
If available, connect the affected printer using the Access Point Mode (also known as Wireless Direct).

Please see the User Manual for steps to connect your printer model using Access Point Mode.