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Chris Clark
Chris Clark, Mac Genius
Category: Mac
Satisfied Customers: 1
Experience:  Genius at Apple for six years
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I was told that I have a couple of corrupted files that keep

Customer Question

I was told that I have a couple of corrupted files that keep my Mac mini from communicating with my printer...any thoughts that would help?
Submitted: 8 months ago.
Category: Mac
Expert:  technicalcat replied 8 months ago.

Hello Keith,

Thank you for using this service. I will help you now.

What specific error or problem do you have when trying to print?

What is the make and model of your printer?

Customer: replied 8 months ago.
It's a CanonMX860 and the error message is B200
Customer: replied 8 months ago.
I'm on my iPad now writing to you ...do I need to be on my computer.
Expert:  technicalcat replied 8 months ago.

Keith,

Are you getting the B200 error on the computer, or on the printer itself?

Customer: replied 8 months ago.
On the printer...then it says to unplug and call support...which I did and I let their tech access my computer remotely and she said there are 2 corrupted files on my computer so it doesn't communicate with the printer
Customer: replied 8 months ago.
Hello..are you there?
Expert:  technicalcat replied 8 months ago.

This error, and most errors you will receive on the printer itself are not related to your computer , or the connection to the printer. They are related to problems with the printer. This is usually tied to a clogged printhead and/or ink cartridges that need to be replaces. Here are instructions that should help:

1. Open printer.
2. Remove old ink cartridges.
3. Remove the print head but lifting up on the spring loaded gray thing. Don't worry, it won't break.
4. Print head pulls out.
5. Clean the print head wells. I used witch hazel and Q tips but I think isopropyl alcohol (rubbing alcohol) would do the trick too. Clean and dry, clean and dry until most of the wells look free of ink. No need to soak or wait overnight. Get them relatively clean.
6. Put printer head back in and put in fresh ink cartridges.
7. Turn off printer (make sure it's plugged in).
8. Open printer and force the ink carriage by hand all the way to the left.
9. Push the on button 5 times rapidly.
10. Close printer.
11. The startup menu should come up on the printer.
12. Go to menu options and do a deep clean.
13. Printer should be back to normal.

IMPORTANT:

Please take a moment to rate my time and help to you now. Positive rating is the only way I receive credit for helping you, and I continue to help after rating until you are satisfied. Thank You.

Customer: replied 8 months ago.
I cleaned real well and followed your instructions and I get the same message
Customer: replied 8 months ago.
Any thoughts?
Expert:  technicalcat replied 8 months ago.

Turn off the printer.

Press and hold in the stop button.

Keep holding start button in, and turn on printer.

Continue holding the button for 30 seconds, and then release.

This may clear out the B200 error. If not, you will need to replace the ink cartridges with new as instructed.

IMPORTANT:

Please take a moment to rate my time and help to you now. Positive rating is the only way I receive credit for helping you, and I continue to help after rating until you are satisfied. Please rate my time and help, and not the situation or your printer, as I have no control over that. Thank You.

Customer: replied 8 months ago.
Do I press and hold the stop button or start button?
Customer: replied 8 months ago.
You mentioned both buttons in your last response and I did put in all new cartridges.
Expert:  technicalcat replied 8 months ago.

Sorry, the STOP button.

Customer: replied 8 months ago.
Ok..that doesn't work...the alarm light also flashes..not sure if that means anything or is helpful?
Expert:  technicalcat replied 8 months ago.

Sorry, I am out of ideas. Will opt out to other experts.

Expert:  Chris Clark replied 8 months ago.

Perhaps I can help you with this issue, we will need to delete some files from a few cache locations. We should do this while I can talk to you.

Customer: replied 8 months ago.
Hello Chris.. I appreciate your help.. Unfortunately I won't be back at my computer until 10:30 eastern time tonight. Are you available at that time?
Keith
Expert:  Chris Clark replied 8 months ago.

I look forward to talking with you then.

Customer: replied 8 months ago.
Thank you
Customer: replied 8 months ago.
Hello Chris.. Are you available?
Expert:  Chris Clark replied 8 months ago.

yes sir

Customer: replied 8 months ago.
Ok ..I'm chatting with you on my iPad so we can tweak some files on my pic...ready when you are.
Expert:  Chris Clark replied 8 months ago.

I want to talk you thru deleting some files in the system folder if you're comfortable with that, the files will rebuild themselves when you reboot

Customer: replied 8 months ago.
Ok but you'll have to be patient and take me step by step
Expert:  Chris Clark replied 8 months ago.

what is it that happens, does the print job fail?

Expert:  Chris Clark replied 8 months ago.

no problem, it will go just fine

Expert:  Chris Clark replied 8 months ago.

quit all open applications

Customer: replied 8 months ago.
No..I get a message on the printer display that says error B200 turn off printer and call support
Customer: replied 8 months ago.
if you're sure you can solve the problem ...ill have you enter in and fix it remotely
Expert:  Chris Clark replied 8 months ago.

you get that error when you attempt to pair them or...what are you doing when the error happens?

Customer: replied 8 months ago.
Trying to print a document from the computer
Expert:  Chris Clark replied 8 months ago.

I am not set up to remote in, but I can talk you thru it. what we are going to do is empty 3 different cache files in your system folder. The folders are in 3 different locations, but I can talk you thru it.

Customer: replied 8 months ago.
I ok...let's begin please
Expert:  Chris Clark replied 8 months ago.

OK, I guess that answer would be obvious, but I needed to know exactly when the error happens. Thanks.

Expert:  Chris Clark replied 8 months ago.

quit all open applications

Customer: replied 8 months ago.
I did that..thanks
Expert:  Chris Clark replied 8 months ago.

in the menu bar go to go, just to the right of view, then come down to home and let go

Customer: replied 8 months ago.
Ok..I'm there
Expert:  Chris Clark replied 8 months ago.

on the left side of the window you should see your hard drive name, probably Macintosh HD unless you have changed it

Customer: replied 8 months ago.
Could it be iCloud Drive?
Expert:  Chris Clark replied 8 months ago.

no, it is on the computer

Expert:  Chris Clark replied 8 months ago.

if you don't see it, it is hidden, I can talk you thru unhiding it, it's simple

Customer: replied 8 months ago.
The only drive to the left is iCloud...an I don't see any others
Customer: replied 8 months ago.
Ok..it must be hidden
Expert:  Chris Clark replied 8 months ago.

In the finder go to preferences

Expert:  Chris Clark replied 8 months ago.

A window will opt up

Expert:  Chris Clark replied 8 months ago.

click on sidebar...at the top of that new window

Expert:  Chris Clark replied 8 months ago.

find the HD and check mark it

Customer: replied 8 months ago.
Ok
Expert:  Chris Clark replied 8 months ago.

does that make sense?

Expert:  Chris Clark replied 8 months ago.

close that new window and you should see it now

Customer: replied 8 months ago.
I did that
Expert:  Chris Clark replied 8 months ago.

cool

Customer: replied 8 months ago.
You're right
Expert:  Chris Clark replied 8 months ago.

OK, now find the system folder, then go to the library folder and then to the caches folder

Customer: replied 8 months ago.
Ok I'm there
Expert:  Chris Clark replied 8 months ago.

Select everything inside the caches folder and delete it...it will all rebuild itself when you reboot. make sure you are in the caches folder

Expert:  Chris Clark replied 8 months ago.

The ides here is that perhaps there is a corrupted file causing the problem.

Expert:  Chris Clark replied 8 months ago.

Idea*

Customer: replied 8 months ago.
Do you mean move to trash?
Expert:  Chris Clark replied 8 months ago.

Yes

Expert:  Chris Clark replied 8 months ago.

That's 1 of 3

Expert:  Chris Clark replied 8 months ago.

There is probably around 20 or so files in that folder

Customer: replied 8 months ago.
There was about ten and they're gone...I had to put my password ***** to move each file
Expert:  Chris Clark replied 8 months ago.

next we are going to the Library folder on the same level as the System folder...do you see it?

Customer: replied 8 months ago.
Expert:  Chris Clark replied 8 months ago.

Yes, I should have told you that the password ***** needed, but if you select all of the files at the same time, you only need the password once, I can show you how to do that too if you like.

Customer: replied 8 months ago.
Please do...thanks
Expert:  Chris Clark replied 8 months ago.

Within the Library folder there is another Caches folder, select all of those files, probably only a few, fewer than the other folder, move to trash

Customer: replied 8 months ago.
Chris there is a caches and caches delete file...trash both of them?
Expert:  Chris Clark replied 8 months ago.

ok, it depends on the view you have of your files, but on this one you can click on the top file then hold down the shift key while you click on the last file....don't take them to the trash yet, I want to see if you were able to do this

Expert:  Chris Clark replied 8 months ago.

just do the cashes for now

Customer: replied 8 months ago.
Ok...there's only one file in there...trash it?
Expert:  Chris Clark replied 8 months ago.

In the list of folders where the caches folder is what is next to it? what is the name of one of the folders either side of it?

Expert:  Chris Clark replied 8 months ago.

Yes

Customer: replied 8 months ago.
Cache delete is on the left and colors is in the next row because cache is at the end of a row
Expert:  Chris Clark replied 8 months ago.

Whats in caches delete?

Expert:  Chris Clark replied 8 months ago.

I mean lots of stuff...I don't need file names

Customer: replied 8 months ago.
Six files
Expert:  Chris Clark replied 8 months ago.

delete em

Customer: replied 8 months ago.
There were three in aches and I trashed them
Customer: replied 8 months ago.
Sorry...caches
Expert:  Chris Clark replied 8 months ago.

and the caches delete folder too but only that folder

Expert:  Chris Clark replied 8 months ago.

ok, that sounds right...OK, now one more

Expert:  Chris Clark replied 8 months ago.

close all open windows

Customer: replied 8 months ago.
No not yet..I can't delete them because they're needed for the OS X
Customer: replied 8 months ago.
These are the files in cachedelte
Expert:  Chris Clark replied 8 months ago.

go to "Go" again, same place you clicked on in the beginning, but hold down the option button at the same time. In the list Library will appear

Expert:  Chris Clark replied 8 months ago.

ok, did a message pop up?

Customer: replied 8 months ago.
No
Expert:  Chris Clark replied 8 months ago.

I mean did a message pop up when you tried to delete the caches delete files?

Expert:  Chris Clark replied 8 months ago.

ok

Expert:  Chris Clark replied 8 months ago.

let's do this again...go to "Go" again, same place you clicked on in the beginning, but hold down the option button at the same time. In the list Library will appear, click on that Library word

Customer: replied 8 months ago.
Ok...I'm there
Expert:  Chris Clark replied 8 months ago.

Again find the Caches folder and select all files and move them to the trash

Expert:  Chris Clark replied 8 months ago.

this time there will be a lot of files

Expert:  Chris Clark replied 8 months ago.

perhaps 100 or more

Expert:  Chris Clark replied 8 months ago.

don't attempt to empty the trash, just restart the computer, do you do that often, do you need help with that?

Customer: replied 8 months ago.
how can I select them all at once?
Customer: replied 8 months ago.
I have the rainbow circle going around
Expert:  Chris Clark replied 8 months ago.

how do you have it set up...do you see the folder with it's files to the right?

Expert:  Chris Clark replied 8 months ago.

yes, that doesn't surprise me, it is processing things...does that happen often?

Customer: replied 8 months ago.
No ...I open the folder and the files are in a different window
Customer: replied 8 months ago.
It has happened but not this long
Expert:  Chris Clark replied 8 months ago.

If you see the folder with the files listed in the pane to the right then with the caches folder selected you can hold down the command then the A button and it will select the things in the folder, let me know how that goes

Customer: replied 8 months ago.
I still have the rainbow
Expert:  Chris Clark replied 8 months ago.

ok, try that with the caches folder open then, see if it selects all files

Customer: replied 8 months ago.
I can't do anything while its processing
Expert:  Chris Clark replied 8 months ago.

ok, we just need to wait, if it takes longer than you have....we can force quit things and restart if we have too...I would rather let the computer do what it's doing if we can. when you interrupt things there is always a chance...although a very slim chance, but there is a chance of getting things messed up

Expert:  Chris Clark replied 8 months ago.

what was the last thing you were able to do, is the caches folder open?

Customer: replied 8 months ago.
ok I have time
Customer: replied 8 months ago.
I trashed about twelve files
Expert:  Chris Clark replied 8 months ago.

ahhh, ok...I guess I was tapping too long to allow you to try to select all of them at once, sorry

Expert:  Chris Clark replied 8 months ago.

tapping...typing

Customer: replied 8 months ago.
No worries...we'll get there
Expert:  Chris Clark replied 8 months ago.

when it quits...hold down the command key along with the A key. I usually hit the command key with my thumb and then hit the A with a finger. that should select all of the files in the folder

Expert:  Chris Clark replied 8 months ago.

is it ok if I step away for 5 minutes, I have on my apple watch so I can time it, hahaha

Customer: replied 8 months ago.
Ok. I'll let you know when I cando that
Customer: replied 8 months ago.
When I'm able,should I empty the trash or just leave it?
Customer: replied 8 months ago.
go ahead...I appreciate your help and patience
Expert:  Chris Clark replied 8 months ago.

It's my pleasure, I'm here to help...at your pace, not mine...see ya in 5...

Expert:  Chris Clark replied 8 months ago.

still spinning?

Customer: replied 8 months ago.
Ye
Customer: replied 8 months ago.
Yep
Expert:  Chris Clark replied 8 months ago.

ok...well, let me give you an idea of what the rest of this procedure looks like

Customer: replied 8 months ago.
Sure
Expert:  Chris Clark replied 8 months ago.

when the beach ball quits spinning, select all of the files in the caches folder and move them to the trash...you know what...lets do a force restart on the finder and see if that works. hold down the command and option keys then hit the esc button in the upper right corner of the keyboard. we are going to force restart the finder.

Expert:  Chris Clark replied 8 months ago.

a new window will open, choose finder in the list and then press the force quit button in the lower right of that window

Customer: replied 8 months ago.
Ok...I'm at my desktop
Expert:  Chris Clark replied 8 months ago.

this may or may not take a while too

Expert:  Chris Clark replied 8 months ago.

did it quit spinning?

Customer: replied 8 months ago.
I can use the mouse
Expert:  Chris Clark replied 8 months ago.

oh cool...ok, well, go to go again and hold down the option button and go to library again

Expert:  Chris Clark replied 8 months ago.

then back to the caches folder

Customer: replied 8 months ago.
I'm there
Expert:  Chris Clark replied 8 months ago.

ok, hold down command then hit the A key

Expert:  Chris Clark replied 8 months ago.

see if it selects all the files

Customer: replied 8 months ago.
Ok...I'm there...
Expert:  Chris Clark replied 8 months ago.

if all the files are selected, move them all to the trash

Customer: replied 8 months ago.
How do I do that once they are selected?
Expert:  Chris Clark replied 8 months ago.

click on any one of the files and in one movement move to the trash, all the files will go

Expert:  Chris Clark replied 8 months ago.

let me know how that goes

Customer: replied 8 months ago.
Done!!
Expert:  Chris Clark replied 8 months ago.

GOOD JOB!!

Customer: replied 8 months ago.
Couldn't do it without you...lol
Expert:  Chris Clark replied 8 months ago.

ok, now restart the computer, go to the apple logo and then down to restart

Expert:  Chris Clark replied 8 months ago.

aww shucks, hahaha

Customer: replied 8 months ago.
Ok...its restarting
Expert:  Chris Clark replied 8 months ago.

it will take longer to restart than normal. some of those files you deleted are being rebuilt before it shuts down and some will be rebuilt after it comes back up, so it will be several minutes

Expert:  Chris Clark replied 8 months ago.

you may see a spinner on shut down for a while, just let it happen

Customer: replied 8 months ago.
Ok...thanks
Expert:  Chris Clark replied 8 months ago.

when it comes back up, the first thing I want you to do is empty the trash. Go to the menu bar under Finder and come down to Empty Trash

Customer: replied 8 months ago.
Ok...trash emptied!!
Expert:  Chris Clark replied 8 months ago.

very cool, ok, go to go and come down to utilities

Customer: replied 8 months ago.
Ok...there
Expert:  Chris Clark replied 8 months ago.

double click on a file called disk utility

Customer: replied 8 months ago.
It says it can't be opened
Expert:  Chris Clark replied 8 months ago.

Really?

Customer: replied 8 months ago.
But I think it just opened
Customer: replied 8 months ago.
It says Macintosh he at the top
Expert:  Chris Clark replied 8 months ago.

good, click on that and look to the right about 3 inches, is there a repair permissions button?

Customer: replied 8 months ago.
Not he ...hd
Expert:  Chris Clark replied 8 months ago.

right, I knew that's what you meant

Expert:  Chris Clark replied 8 months ago.

there may be only a first aid button, it depends on the macOS

Customer: replied 8 months ago.
its first aid
Customer: replied 8 months ago.
Run?
Expert:  Chris Clark replied 8 months ago.

ok, click on that and let it work

Expert:  Chris Clark replied 8 months ago.

once again it may take a while

Customer: replied 8 months ago.
Ok...its checking
Expert:  Chris Clark replied 8 months ago.

when this finishes I want you to restart again

Customer: replied 8 months ago.
Quick quiets ion...do you recommend doing this every so often?
Expert:  Chris Clark replied 8 months ago.

did you install any software from the printer box when you got it?

Customer: replied 8 months ago.
question
Customer: replied 8 months ago.
I think so
Customer: replied 8 months ago.
First aid is complete
Expert:  Chris Clark replied 8 months ago.

it shouldn't need it, the system polices itself pretty good, sometimes things just get messed up. I think this is just one of those times. This operation fixes a lot of things, for instance you shouldn't see that spinning beach ball any more

Expert:  Chris Clark replied 8 months ago.

ok, restart

Customer: replied 8 months ago.
Ok...restarting
Expert:  Chris Clark replied 8 months ago.

cool...have you reset the printer? I guess we should have unplugged it a while back

Expert:  Chris Clark replied 8 months ago.

Are you trying to connect over usb?

Customer: replied 8 months ago.
The restart is complete and the printer is currently plugged in and off
Expert:  Chris Clark replied 8 months ago.

how are you connecting the macintosh to the computer?

Expert:  Chris Clark replied 8 months ago.

gosh, I mean the printer

Customer: replied 8 months ago.
USB
Expert:  Chris Clark replied 8 months ago.

ok, we need to do one more thing, go to system preferences under the apple logo and a window will pop up

Expert:  Chris Clark replied 8 months ago.

find printers and scanners on the second row

Customer: replied 8 months ago.
ok...I'm there
Expert:  Chris Clark replied 8 months ago.

there will be a list of printers that you have set up

Expert:  Chris Clark replied 8 months ago.

how many are there?

Customer: replied 8 months ago.
1
Expert:  Chris Clark replied 8 months ago.

I want you to delete it by clicking the minus sign at the bottom of the list

Expert:  Chris Clark replied 8 months ago.

turn on the printer

Expert:  Chris Clark replied 8 months ago.

and see if anything pops up in that list

Expert:  Chris Clark replied 8 months ago.

don't mess with any other software at this point

Customer: replied 8 months ago.
Ok...what about the scanner...its th same as the printer...I turned the printer on and got the same error.
Customer: replied 8 months ago.
The printer came back to the list
Expert:  Chris Clark replied 8 months ago.

there is a scanner listed on that list...is that what you mean?

Customer: replied 8 months ago.
but it's one in the same...Canon MX 860
Expert:  Chris Clark replied 8 months ago.

oh, do you mean trying the scanner function on the printer?

Expert:  Chris Clark replied 8 months ago.

there was only one item in the list...or there were 2, one a printer and one a scanner with the same name?

Customer: replied 8 months ago.
No.. In the list under printers and scanners, the pinter is listed and the scanner is listed separately
Customer: replied 8 months ago.
Now you've got it
Expert:  Chris Clark replied 8 months ago.

ok, turn off the printer and delete both from the list

Customer: replied 8 months ago.
Ok..done
Expert:  Chris Clark replied 8 months ago.

then turn on the printer...I guess your saying the printer is getting the error at start up

Customer: replied 8 months ago.
Correct
Expert:  Chris Clark replied 8 months ago.

see what pops up in the list

Expert:  Chris Clark replied 8 months ago.

can you bypass the error and go to a set up menu?

Expert:  Chris Clark replied 8 months ago.

or does it lock up?

Customer: replied 8 months ago.
The printer does...and I got the error message on the printer display
Customer: replied 8 months ago.
It locks up
Expert:  Chris Clark replied 8 months ago.

I just don't see how the printer can get an error at startup unless it has something in its system...perhaps a past error from an actual print job

Expert:  Chris Clark replied 8 months ago.

did the printer come back to the list on the computer?

Customer: replied 8 months ago.
Is there a way to check?
Customer: replied 8 months ago.
the printer is there but not the scanner
Expert:  Chris Clark replied 8 months ago.

the scanner won't show up until that function is accessed...which can't be done if the printer is locked up...

Expert:  Chris Clark replied 8 months ago.

let me look at their website for a minute and see if I can find a reset button...what is the error number?

Customer: replied 8 months ago.
Ok... B200
Customer: replied 8 months ago.
It says the printer is not connected when I try to do a self test page
Customer: replied 8 months ago.
Are you still with Chris?
Customer: replied 8 months ago.
Are you there Chris?
Expert:  Chris Clark replied 8 months ago.

I am now, I lost my connection

Expert:  Chris Clark replied 8 months ago.

I'm so sorry...what is the status now? does the printer show up in the list in the printer pref in system pref's?

Expert:  Chris Clark replied 8 months ago.

I will be glad to continue the troubleshooting

Customer: replied 8 months ago.
I'm at work.. Can you help around 10:30pm eastern tine
Customer: replied 8 months ago.
Hello Chris...are you available?

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