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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: 1 year ago.
Category: Mac
Expert:  technicalcat replied 1 year 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 1 year ago.
It's a CanonMX860 and the error message is B200
Customer: replied 1 year ago.
I'm on my iPad now writing to you ...do I need to be on my computer.
Expert:  technicalcat replied 1 year ago.

Keith,

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

Customer: replied 1 year 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 1 year ago.
Hello..are you there?
Expert:  technicalcat replied 1 year 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 1 year ago.
I cleaned real well and followed your instructions and I get the same message
Customer: replied 1 year ago.
Any thoughts?
Expert:  technicalcat replied 1 year 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 1 year ago.
Do I press and hold the stop button or start button?
Customer: replied 1 year ago.
You mentioned both buttons in your last response and I did put in all new cartridges.
Expert:  technicalcat replied 1 year ago.

Sorry, the STOP button.

Customer: replied 1 year ago.
Ok..that doesn't work...the alarm light also flashes..not sure if that means anything or is helpful?
Expert:  technicalcat replied 1 year ago.

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

Expert:  Chris Clark replied 1 year 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 1 year 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 1 year ago.

I look forward to talking with you then.

Customer: replied 1 year ago.
Thank you
Customer: replied 1 year ago.
Hello Chris.. Are you available?
Expert:  Chris Clark replied 1 year ago.

yes sir

Customer: replied 1 year 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 1 year 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 1 year ago.
Ok but you'll have to be patient and take me step by step
Expert:  Chris Clark replied 1 year ago.

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

Expert:  Chris Clark replied 1 year ago.

no problem, it will go just fine

Expert:  Chris Clark replied 1 year ago.

quit all open applications

Customer: replied 1 year ago.
No..I get a message on the printer display that says error B200 turn off printer and call support
Customer: replied 1 year ago.
if you're sure you can solve the problem ...ill have you enter in and fix it remotely
Expert:  Chris Clark replied 1 year ago.

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

Customer: replied 1 year ago.
Trying to print a document from the computer
Expert:  Chris Clark replied 1 year 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 1 year ago.
I ok...let's begin please
Expert:  Chris Clark replied 1 year ago.

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

Expert:  Chris Clark replied 1 year ago.

quit all open applications

Customer: replied 1 year ago.
I did that..thanks
Expert:  Chris Clark replied 1 year ago.

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

Customer: replied 1 year ago.
Ok..I'm there
Expert:  Chris Clark replied 1 year 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 1 year ago.
Could it be iCloud Drive?
Expert:  Chris Clark replied 1 year ago.

no, it is on the computer

Expert:  Chris Clark replied 1 year ago.

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

Customer: replied 1 year ago.
The only drive to the left is iCloud...an I don't see any others
Customer: replied 1 year ago.
Ok..it must be hidden
Expert:  Chris Clark replied 1 year ago.

In the finder go to preferences

Expert:  Chris Clark replied 1 year ago.

A window will opt up

Expert:  Chris Clark replied 1 year ago.

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

Expert:  Chris Clark replied 1 year ago.

find the HD and check mark it

Customer: replied 1 year ago.
Ok
Expert:  Chris Clark replied 1 year ago.

does that make sense?

Expert:  Chris Clark replied 1 year ago.

close that new window and you should see it now

Customer: replied 1 year ago.
I did that
Expert:  Chris Clark replied 1 year ago.

cool

Customer: replied 1 year ago.
You're right
Expert:  Chris Clark replied 1 year ago.

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

Customer: replied 1 year ago.
Ok I'm there
Expert:  Chris Clark replied 1 year 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 1 year ago.

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

Expert:  Chris Clark replied 1 year ago.

Idea*

Customer: replied 1 year ago.
Do you mean move to trash?
Expert:  Chris Clark replied 1 year ago.

Yes

Expert:  Chris Clark replied 1 year ago.

That's 1 of 3

Expert:  Chris Clark replied 1 year ago.

There is probably around 20 or so files in that folder

Customer: replied 1 year ago.
There was about ten and they're gone...I had to put my password ***** to move each file
Expert:  Chris Clark replied 1 year ago.

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

Customer: replied 1 year ago.
Expert:  Chris Clark replied 1 year 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 1 year ago.
Please do...thanks
Expert:  Chris Clark replied 1 year 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 1 year ago.
Chris there is a caches and caches delete file...trash both of them?
Expert:  Chris Clark replied 1 year 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 1 year ago.

just do the cashes for now

Customer: replied 1 year ago.
Ok...there's only one file in there...trash it?
Expert:  Chris Clark replied 1 year 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 1 year ago.

Yes

Customer: replied 1 year 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 1 year ago.

Whats in caches delete?

Expert:  Chris Clark replied 1 year ago.

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

Customer: replied 1 year ago.
Six files
Expert:  Chris Clark replied 1 year ago.

delete em

Customer: replied 1 year ago.
There were three in aches and I trashed them
Customer: replied 1 year ago.
Sorry...caches
Expert:  Chris Clark replied 1 year ago.

and the caches delete folder too but only that folder

Expert:  Chris Clark replied 1 year ago.

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

Expert:  Chris Clark replied 1 year ago.

close all open windows

Customer: replied 1 year ago.
No not yet..I can't delete them because they're needed for the OS X
Customer: replied 1 year ago.
These are the files in cachedelte
Expert:  Chris Clark replied 1 year 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 1 year ago.

ok, did a message pop up?

Customer: replied 1 year ago.
No
Expert:  Chris Clark replied 1 year ago.

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

Expert:  Chris Clark replied 1 year ago.

ok

Expert:  Chris Clark replied 1 year 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 1 year ago.
Ok...I'm there
Expert:  Chris Clark replied 1 year ago.

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

Expert:  Chris Clark replied 1 year ago.

this time there will be a lot of files

Expert:  Chris Clark replied 1 year ago.

perhaps 100 or more

Expert:  Chris Clark replied 1 year 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 1 year ago.
how can I select them all at once?
Customer: replied 1 year ago.
I have the rainbow circle going around
Expert:  Chris Clark replied 1 year ago.

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

Expert:  Chris Clark replied 1 year ago.

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

Customer: replied 1 year ago.
No ...I open the folder and the files are in a different window
Customer: replied 1 year ago.
It has happened but not this long
Expert:  Chris Clark replied 1 year 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 1 year ago.
I still have the rainbow
Expert:  Chris Clark replied 1 year ago.

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

Customer: replied 1 year ago.
I can't do anything while its processing
Expert:  Chris Clark replied 1 year 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 1 year ago.

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

Customer: replied 1 year ago.
ok I have time
Customer: replied 1 year ago.
I trashed about twelve files
Expert:  Chris Clark replied 1 year 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 1 year ago.

tapping...typing

Customer: replied 1 year ago.
No worries...we'll get there
Expert:  Chris Clark replied 1 year 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 1 year 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 1 year ago.
Ok. I'll let you know when I cando that
Customer: replied 1 year ago.
When I'm able,should I empty the trash or just leave it?
Customer: replied 1 year ago.
go ahead...I appreciate your help and patience
Expert:  Chris Clark replied 1 year ago.

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

Expert:  Chris Clark replied 1 year ago.

still spinning?

Customer: replied 1 year ago.
Ye
Customer: replied 1 year ago.
Yep
Expert:  Chris Clark replied 1 year ago.

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

Customer: replied 1 year ago.
Sure
Expert:  Chris Clark replied 1 year 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 1 year 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 1 year ago.
Ok...I'm at my desktop
Expert:  Chris Clark replied 1 year ago.

this may or may not take a while too

Expert:  Chris Clark replied 1 year ago.

did it quit spinning?

Customer: replied 1 year ago.
I can use the mouse
Expert:  Chris Clark replied 1 year ago.

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

Expert:  Chris Clark replied 1 year ago.

then back to the caches folder

Customer: replied 1 year ago.
I'm there
Expert:  Chris Clark replied 1 year ago.

ok, hold down command then hit the A key

Expert:  Chris Clark replied 1 year ago.

see if it selects all the files

Customer: replied 1 year ago.
Ok...I'm there...
Expert:  Chris Clark replied 1 year ago.

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

Customer: replied 1 year ago.
How do I do that once they are selected?
Expert:  Chris Clark replied 1 year 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 1 year ago.

let me know how that goes

Customer: replied 1 year ago.
Done!!
Expert:  Chris Clark replied 1 year ago.

GOOD JOB!!

Customer: replied 1 year ago.
Couldn't do it without you...lol
Expert:  Chris Clark replied 1 year ago.

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

Expert:  Chris Clark replied 1 year ago.

aww shucks, hahaha

Customer: replied 1 year ago.
Ok...its restarting
Expert:  Chris Clark replied 1 year 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 1 year ago.

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

Customer: replied 1 year ago.
Ok...thanks
Expert:  Chris Clark replied 1 year 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 1 year ago.
Ok...trash emptied!!
Expert:  Chris Clark replied 1 year ago.

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

Customer: replied 1 year ago.
Ok...there
Expert:  Chris Clark replied 1 year ago.

double click on a file called disk utility

Customer: replied 1 year ago.
It says it can't be opened
Expert:  Chris Clark replied 1 year ago.

Really?

Customer: replied 1 year ago.
But I think it just opened
Customer: replied 1 year ago.
It says Macintosh he at the top
Expert:  Chris Clark replied 1 year ago.

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

Customer: replied 1 year ago.
Not he ...hd
Expert:  Chris Clark replied 1 year ago.

right, I knew that's what you meant

Expert:  Chris Clark replied 1 year ago.

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

Customer: replied 1 year ago.
its first aid
Customer: replied 1 year ago.
Run?
Expert:  Chris Clark replied 1 year ago.

ok, click on that and let it work

Expert:  Chris Clark replied 1 year ago.

once again it may take a while

Customer: replied 1 year ago.
Ok...its checking
Expert:  Chris Clark replied 1 year ago.

when this finishes I want you to restart again

Customer: replied 1 year ago.
Quick quiets ion...do you recommend doing this every so often?
Expert:  Chris Clark replied 1 year ago.

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

Customer: replied 1 year ago.
question
Customer: replied 1 year ago.
I think so
Customer: replied 1 year ago.
First aid is complete
Expert:  Chris Clark replied 1 year 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 1 year ago.

ok, restart

Customer: replied 1 year ago.
Ok...restarting
Expert:  Chris Clark replied 1 year ago.

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

Expert:  Chris Clark replied 1 year ago.

Are you trying to connect over usb?

Customer: replied 1 year ago.
The restart is complete and the printer is currently plugged in and off
Expert:  Chris Clark replied 1 year ago.

how are you connecting the macintosh to the computer?

Expert:  Chris Clark replied 1 year ago.

gosh, I mean the printer

Customer: replied 1 year ago.
USB
Expert:  Chris Clark replied 1 year 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 1 year ago.

find printers and scanners on the second row

Customer: replied 1 year ago.
ok...I'm there
Expert:  Chris Clark replied 1 year ago.

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

Expert:  Chris Clark replied 1 year ago.

how many are there?

Customer: replied 1 year ago.
1
Expert:  Chris Clark replied 1 year ago.

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

Expert:  Chris Clark replied 1 year ago.

turn on the printer

Expert:  Chris Clark replied 1 year ago.

and see if anything pops up in that list

Expert:  Chris Clark replied 1 year ago.

don't mess with any other software at this point

Customer: replied 1 year ago.
Ok...what about the scanner...its th same as the printer...I turned the printer on and got the same error.
Customer: replied 1 year ago.
The printer came back to the list
Expert:  Chris Clark replied 1 year ago.

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

Customer: replied 1 year ago.
but it's one in the same...Canon MX 860
Expert:  Chris Clark replied 1 year ago.

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

Expert:  Chris Clark replied 1 year 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 1 year ago.
No.. In the list under printers and scanners, the pinter is listed and the scanner is listed separately
Customer: replied 1 year ago.
Now you've got it
Expert:  Chris Clark replied 1 year ago.

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

Customer: replied 1 year ago.
Ok..done
Expert:  Chris Clark replied 1 year ago.

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

Customer: replied 1 year ago.
Correct
Expert:  Chris Clark replied 1 year ago.

see what pops up in the list

Expert:  Chris Clark replied 1 year ago.

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

Expert:  Chris Clark replied 1 year ago.

or does it lock up?

Customer: replied 1 year ago.
The printer does...and I got the error message on the printer display
Customer: replied 1 year ago.
It locks up
Expert:  Chris Clark replied 1 year 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 1 year ago.

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

Customer: replied 1 year ago.
Is there a way to check?
Customer: replied 1 year ago.
the printer is there but not the scanner
Expert:  Chris Clark replied 1 year 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 1 year 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 1 year ago.
Ok... B200
Customer: replied 1 year ago.
It says the printer is not connected when I try to do a self test page
Customer: replied 1 year ago.
Are you still with Chris?
Customer: replied 1 year ago.
Are you there Chris?
Expert:  Chris Clark replied 1 year ago.

I am now, I lost my connection

Expert:  Chris Clark replied 1 year 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 1 year ago.

I will be glad to continue the troubleshooting

Customer: replied 1 year ago.
I'm at work.. Can you help around 10:30pm eastern tine
Customer: replied 1 year ago.
Hello Chris...are you available?