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5011 error. I have unplugged the cord from the machine and

Customer Question
plugged it back in. Still...
5011 error. I have unplugged the cord from the machine and plugged it back in. Still showing the error.
JA: What's the make/model number of your printer? How old is it?
Customer: It is 8 months old. Used one time. MG5500
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: I haven't even tried to print today...and I was planning on just using the scanner.
JA: How long has this been an issue? What happened right before this popped up?
Customer: I turned it on for the first time in months.
JA: Anything else you want the printer expert to know before I connect you?
Customer: I think that's it...I checked the ink and it all seemed clean and normal.
Submitted: 1 year ago.Category: Printers
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Answered in 20 minutes by:
10/9/2016
Technician: Louie, Technician replied 1 year ago
Louie
Louie, Technician
Category: Printers
Satisfied Customers: 13,026
Experience: 25+ yrs. experience in the field and 5+ yrs. online, down to component level.
Verified

Hi, I’m Louie. Sorry you had to wait awhile but I’ll do my best to help.

Initially, how was the "...checked the ink..." done please?

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Customer reply replied 1 year ago
I took them out individually and inspected them.
Customer reply replied 1 year ago
They look brand new.
Customer reply replied 1 year ago
In fact, the black is the only color I have used.
Technician: Louie, Technician replied 1 year ago

I understand.

Can you please try?

...open it up again and inspect again the ink. The unplug while printer is still open/ink cartridges exposed.

Allow this unplugged condition for an exptended period of time.

Then plug back and go through the process of closing it up and try to print/scan.

...may have to be done a couple of times.

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Customer reply replied 1 year ago
How long is "extended"?
Technician: Louie, Technician replied 1 year ago

Say 30 minutes or longer please.

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Customer reply replied 1 year ago
It is unplugged and will try again in about 20 minutes. why the long time unplugged? What can be gained in 30 that cannot be in 10?
Technician: Louie, Technician replied 1 year ago

The idea is to dissipate whatever stored power hence the longer the better.

The plugging back/ turning on with the ink cartridges exposed is to 'jolt' the system into action; a hopeful workaround.

The prescribed approach is to fully dis-assemble even for just a look-n-see.

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Customer reply replied 1 year ago
If this doesn't work, I will have to use the warranty and have Canon attend to it. I've literally used it one time.
Technician: Louie, Technician replied 1 year ago

I understand.

And the above proposed procedure is a safe workaround as nothing inside would be touched/worked on; only those normally interacted by a user.

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Customer reply replied 1 year ago
I understand. thank you. When not in use, should I unplug it to avoid this issue?
Technician: Louie, Technician replied 1 year ago

Yes , unplugging is electrically safe as it isolates the printer from power fluctuations, failures, spikes and anything untoward from the main line.

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Technician: Louie, Technician replied 1 year ago

However from a mechanical perspective, non-use is not recommended as it leads to pre-mature ink drying and/or the lubricants likewise drying.

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Customer reply replied 1 year ago
Ok. This makes sense.
Technician: Louie, Technician replied 1 year ago

Great!

Glad that the above information may serve your purpose.

Good luck and thank you too for the opportunity to be able to share the information.

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Customer reply replied 1 year ago
I had no luck. Same error message.
Technician: Louie, Technician replied 1 year ago

If tried a couple of times and error persist, then it would be as posted above, full dis-assembly even for just a look-n-see.

In some instances, it may be dried ink, dried lubricant, paper debris, foreign object or even just the cartridge holder unable to slide freely.

Other than the above check / tries, all others would be internal hence the dis-assembly.

I realize that the above information may perhaps be not what was expected. Unfortunately, there is no quick-n-easy fix and neither is there a workaround; sorry for having to be the bearer of bad news.

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Customer reply replied 1 year ago
No worries.Have a good day.
Technician: Louie, Technician replied 1 year ago

Cheers.

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Louie
Louie
Louie, Technician
Category: Printers
Satisfied Customers: 13,026
13,026 Satisfied Customers
Experience: 25+ yrs. experience in the field and 5+ yrs. online, down to component level.

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