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Kevin T
Kevin T, Computer Hardware Engineer
Category: Printers
Satisfied Customers: 478
Experience:  IT Manager at Wood Group PSN
94743361
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I have a canon mx922 that for the past week has been saying

Customer Question

HI Andy. I have a canon mx922 that for the past week has been saying it was off line. I could print but could not print anything from the computer. . Today has had error code6000. When I open it the ink tray is not there - does no move into place . The printer is plugged in. What do you think is happening? Thanks, Andrea
JA: Has your Canon done this before? And can you guesstimate how old it is?
Customer: It had not done this before. It is probably 3 to 4 years old. We do use it daily.
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: It is a pc - dell- windows I am not sure if we upgraded to 10 yet
JA: How long has this been an issue? What happened right before this popped up?
Customer: This am it would not print from the computer. this week but would print if paper was put on the scanner. This am later in the am I got the error code with the flashing yellow light. Knowing that one of the black ink cartridges was low I opened the unit to replace the the ink tray did not slide into place.
JA: Anything else you want the printer expert to know before I connect you?
Customer: Guess that is it. . thx
Submitted: 1 month ago.
Category: Printers
Expert:  Kevin T replied 1 month ago.

How's it going.
Let me read of your question. Give me a minute.

Expert:  Kevin T replied 1 month ago.

What's the serial number of the printer?

Customer: replied 1 month ago.
I see quite a few numbers on the bottom. . Do you know how I might tell which one. ?
Expert:  Kevin T replied 1 month ago.

It usually starts with S/N

Customer: replied 1 month ago.
That would make sense but I do not see anything with s/n . Would it start with letter or number ? Miggt it be somewhere else than the bottom ?
Expert:  Kevin T replied 1 month ago.

Could you take a picture and I will have a look

Customer: replied 1 month ago.
Sent to the phone number I saw from you. . Hope it comes thru ok
Expert:  Kevin T replied 1 month ago.

What number?

Customer: replied 1 month ago.
What number would you like me to address this to. Guess it did not go thru.
Expert:  Kevin T replied 1 month ago.

If you accept the remote assistance it will give you an option to insert the data

Customer: replied 1 month ago.
Do I still get charged if this cannot be fixed. ? I appreciate your time but can see this can add up to the cost of a new printer.
Expert:  Kevin T replied 1 month ago.

Yes you do, however If you are not happy with the help I have given you, you can complain to customer services. You get a full refund and I don't get paid.

Customer: replied 1 month ago.
I just saw the add files option. . Retook photo . Do you see it now. ?
Expert:  Kevin T replied 1 month ago.

Not yet

Customer: replied 1 month ago.
Sorry to ask this. . If you get the picture by remote access do you have any idea how long this might take. ? If awhile can I sign off and get back on later. ?
Expert:  Kevin T replied 1 month ago.

Yes, come back later and I will speak to you then, it's no issue.

Regards

Kevin

Customer: replied 1 month ago.
Thank you Kevin. . How do I reach you ? It may be a couple hours as I have to take my sons somewhere. ?
Expert:  Kevin T replied 1 month ago.

Just get me back on here, I should be available

Customer: replied 1 month ago.
Super !!! Thanks for your time and patience. Andrea
Expert:  Kevin T replied 1 month ago.

Is this still required?

Customer: replied 1 month ago.
Not right now. Still not work but a 20 something friend says he will look at it . We could never find the serial number you requested so looks like we are at a standstill. . Thanks anyhow.
Expert:  Kevin T replied 1 month ago.

Ok, If you could rate me above so I get credit in helping you.