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Jennifer French
Jennifer French, Technician
Category: Printers
Satisfied Customers: 93
Experience:  Owner at Down Home Technical Solutions
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I have a Canon MB2320 printer and it wont print or copy, no

Customer Question

Hello, I have a Canon MB2320 printer and it wont print or copy
JA: Has your Canon done this before? And can you guesstimate how old it is?
Customer: no it has not just purchased 9 months ago brand new
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: PC
JA: How long has this been an issue? What happened right before this popped up?
Customer: only an issue for 4 days now havent been able to print
JA: OK. Got it. The Printer Technician is ready to discuss your question in more detail after you submit a fully-refundable {price} deposit. Anything else you want him to know?
Customer: i tried re setting the printer, i tried cleaning the printer but no luck
Submitted: 2 months ago.
Category: Printers
Expert:  Jennifer French replied 2 months ago.

Hello! My name is ***** ***** I am the expert that will be assisting you tonight.

I understand that you cannot print or copy from your printer? I'm sorry to hear that. We will do what we can to resolve this tonight.

Customer: replied 2 months ago.
Hi! Yes I cannot get it to do anything! When I go to print or copy, it always sounds like its trying to feed the paper through but then it says ERROR on the touch screen. I have tried opening the printer to clean, and have tried to reset it as well
Expert:  Jennifer French replied 2 months ago.

Does it give you an error number?

Customer: replied 2 months ago.
It says Support Code B504 and then: Printer error has occured
Expert:  Jennifer French replied 2 months ago.

Thank you! Let me check my error database real quick.

Expert:  Jennifer French replied 2 months ago.

Have you made sure that the ink was still full? This error indicates that there is no ink getting to the printhead.

Customer: replied 2 months ago.
Hmmmm the printer says that all cartridges are approx 75%
Expert:  Jennifer French replied 2 months ago.

We are going to try and force the printer to read the cartridges, okay?

To do this:

1.) While the printer is ON, unplug the printer from power.

2.) Open the cover and manually move the printhead to where you can pull the ink cartridges out. Take them out and put them back in.

3.) Close the cover and plug the printer back in. Let it warm up. Then see if you still get the error.

Let me know when this is completed!

Customer: replied 2 months ago.
I cant manually remove them
Expert:  Jennifer French replied 2 months ago.

Can you move the carriage so you can access them?

Expert:  Jennifer French replied 2 months ago.

If you can't remove them, just make sure they are in there securely.

Expert:  Jennifer French replied 2 months ago.

Once you are satisfied with them being in securely, either way. Close it up and turn it back on. Give it time to warm up and then try to do a copy/print.

Customer: replied 2 months ago.
its warming up
Customer: replied 2 months ago.
it says processing, please wait momentarily...
Expert:  Jennifer French replied 2 months ago.

okay

Customer: replied 2 months ago.
now it just went straight back to support code B504
Expert:  Jennifer French replied 2 months ago.

Has it been a while since you have used the printer?

Customer: replied 2 months ago.
no, we use it everyday for our business, but havent been able to print for about 4 days now
Expert:  Jennifer French replied 2 months ago.

My recommendation at this point would be to change the cartridges out in case the ink levels are not reading properly. Between your own troubleshooting and the information I gave you, we have done everything that we could do to resolve this on our own.

Canon suggests you get the printer serviced at this point, but if you already have cartridges, and it works, then you have a working printer immediately.

BUT - because it has been less than a year, all manufacturers have a one year manufacturer's warranty so if it is the printhead itself, they will probably replace the entire unit for you.

Expert:  Jennifer French replied 2 months ago.

It is either going to be an issue with the cartridges or the printhead itself if nothing else we have done can resolve it.

Customer: replied 2 months ago.
ok so i should just contact canon directly?
Expert:  Jennifer French replied 2 months ago.

Yes, if you will hold for a just a second, I will give you the most direct number that I have.

Expert:  Jennifer French replied 2 months ago.

Here is the main service number for the Maxify series:

1-***-***-****
Here are their hours:

Monday-Friday 10:00 am to 10:00 pm ET
Saturday 10:00 am to 7:00 pm ET, excluding holidays

Make sure you have your proof of purchase when you call if you haven't registered the printer.

They are probably going to tell you to do some of the same troubleshooting that we have already done, but Canon is REALLY good at taking care of their customers.

Customer: replied 2 months ago.
ok thank you for your help
Expert:  Jennifer French replied 2 months ago.

Feel free to let me know what they say and if you have any questions, let us know.

Also, if my answer has helped you tonight, please kindly rate my answer with 5-stars so that I may receive credit for assisting you tonight.

Thank you very much for choosing Just Answer!

Have a blessed night!

Jennie

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