Canon Installlation Problems
in [Windows XP Basics]
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From: gbirnie on 24 Nov 2008 16:55 We have the Canon D880 printers connected by USB to our computers. We have recently updated the PCs and when trying to install the old Canon D880 printers it is not working properly. They are on the XP operating systems and when doing the install it does seem as if it does work and says that the installation is complete. However when printing a test page or anything from the PC it does not work. I have been through all the whistles with Canon themselves and they are now saying that it is a Microsoft Windows issue. Does anyone have any suggestions on how to get these printers to work? Here is a copy of a few of the steps we have tried thus far on Canon's side, even though I am not giving up on them yet either. I was just hoping someone would be able to help out. Dear Gabrielle Birnie: Thank you for your reply. Based on the specific issue you have described, we recommend contacting Canons live technical support at this point. While I understand email may be the preferred method, the real time feedback of a live technical support call would be very beneficial in this case. Please see the special priority information and toll-free number provided in the footer or signature of the message. A Canon technical support representative will be able to better isolate and get you up and working faster. We apologize for any inconvenience this may cause. Please let us know if we can be of any further assistance. Thank you for choosing Canon. Sincerely, James Technical Support Representative Special Note: Certain issues are very difficult to resolve via e-mail. If your question remains unanswered after you have received this e-mail, the direct assistance of a Canon telephone support representative may be required. If you would like to speak to a support representative, dial 1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday 10:00 a.m. to 8:00 p.m. ET (excluding holidays). If you prefer to continue to communicate via email, reply to this message and we will respond as quickly as possible. Original Message Follows: ------------------------- I went through these processes and at Step 5 where you install the printer again, it does come up as the printer has installed correctly, but it never prompts for you to plug in the USB cable. When I do plug in the USB cable it made a copy of the printer under the "printers and faxes" folder. I did try to print a test page from both while in Selective Startup Mode and both attempts were unsuccessful. Gabi -----Original Message----- From: Canon Support - MFP [mailto:mfp(a)cits.canon.com] Sent: Thursday, November 13, 2008 8:46 PM To: Birnie, Gabi Subject: RE: Response from Canon - MultiPASS (KMM9217464V27114L0KM) Dear Gabi Birnie: Thank you for your reply and information. Let's try the following to rectify the issue: 1. Uninstall the driver using the 'uninstall' option of the Canon unit listing under 'All Programs'. 2. Once uninstalled, go into the Device Manager. If still listed, delete 'Canon iCD800' with the yellow question mark and 'USB Printing Support'. 3. Follow by disconnecting the USB Cable and placing the computer in a Selective Startup mode as previously outlined. 4. As the computer is restarting, disconnect the power cord from the D880 for 30-60 seconds. Plug the power for the unit in again and ensure a normal display is seen in the LCD. Do not connect the USB cable. 5. Proceed to perform the installation of the driver and only connect the USB cable when prompted by the software. 6. Try a test print while in the Selective Startup mode. 7. If successful, repeat steps 1 and 2 in the previous Selective Startup instructions, click Normal Startup and then restart your computer. 8. Try another test print once the computer has returned to the Normal Mode. Should you be unsuccessful, it is recommended to contact the Personal Copier Technical Support Group at 1-800-828-4040, 8A-8P EST, Monday - Friday or 10A-8P Saturday for further support. The technician will be happy to walk you through steps to resolve the issue efficiently. At the time of your call please be near your unit and have the 8 character serial number from the back of your unit handy. I do hope this information is helpful to you. Please let us know if we can be of any further assistance with your D880. Thank you for choosing Canon. Sincerely, Deborah Technical Support Representative Special Note: Certain issues are very difficult to resolve via e-mail. If your question remains unanswered after you have received this e-mail, the direct assistance of a Canon telephone support representative may be required. If you would like to speak to a support representative, dial 1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday 10:00 a.m. to 8:00 p.m. ET (excluding holidays). If you prefer to continue to communicate via email, reply to this message and we will respond as quickly as possible. Original Message Follows: ------------------------- The PCs are on a network. I have tried installing this same printer on 4 PCs now and none seem to work. They are not upgraded PCs though. Some may have been downgraded from the new Vista program. We have decided not to use that program within our Circuit. The items listed under Universal Serial Bus Controllers are as follows: -Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27CB -Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27C9 -Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27CA -Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27CB -Intel(R)8280IG(ICH7 Family) USB2 Enhanced Host Controller - 27CC -USB Printing Support -USB Root Hub -USB Root Hub -USB Root Hub -USB Root Hub -USB Root Hub Then in the device manager it does have an other devices marked with a yellow question mark. When clicking the + to expand that it says Canon iCD800. Thanks again for all your help, Gabi -----Original Message----- From: Canon Support - MFP [mailto:mfp(a)cits.canon.com] Sent: Thursday, November 13, 2008 3:59 PM To: Birnie, Gabi Subject: RE: Response from Canon - MultiPASS (KMM9215997V95917L0KM) Dear Gabi Birnie: Thank you for your response. Are any of these computer's shared or were any upgraded to XP? Please try the following to add further technical insight into your current issue: 1. Right-click on My Computer, left-click on Printing Preferences. 2. Click on the Hardware tab. 3. Click on Device Manager. 4. Click on the (+) sign next to Universal Serial Bus Controllers. a. Please provide us all of the information in this section. Also note any items with a yellow mark next to it. 5. Within the other sections of the Device Manager, do you see any items labeled as "Other Devices" or "Unknown Devices"? Thank you for choosing Canon. Sincerely, Naomi Technical Support Representative Special Note: Certain issues are very difficult to resolve via e-mail. If your question remains unanswered after you have received this e-mail, the direct assistance of a Canon telephone support representative may be required. If you would like to speak to a support representative, dial 1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday 10:00 a.m. to 8:00 p.m. ET (excluding holidays). If you prefer to continue to communicate via email, reply to this message and we will respond as quickly as possible. Original Message Follows: ------------------------- When doing what you suggested on another PC (a barebones with nothing on it besides XP) the printer does install correctly without the error. When you go to print a test page, a test page does not print still. The screen flashes but nothing happens and after a few seconds the queue goes back to ready as if a test page did print. -----Original Message----- From: Canon Support - MFP [mailto:mfp(a)cits.canon.com] Sent: Monday, October 13, 2008 5:08 PM To: Birnie, Gabi Subject: RE: Response from Canon - MultiPASS (KMM9121271V32050L0KM) Dear Gabi Birnie: Thank you for your response. We sincerely apologize for any difficulties you have experienced with the D880 and installing. Unfortunately, the error message you have provided indicates a possible system issue. You may try putting your computer in Selective Startup, however, if this does not work, the error message may be linked to background files and services that are a part of the MicroSoft operating system not functioning correctly. Please follow these instructions to put your computer in a Selective Startup: 1. Click Start and then Run. 2. In the Open box of the Run window, type msconfig and and then click OK. 3. In the General tab of the System Configuration Utility window, click on the Selective Startup radio button. 4. Remove the check in the Load Startup Items box. 5. Click the Services tab. 6. At the bottom of the Services tab, click Hide all Microsoft Services box. The window will refresh. 7. Under Service column, uncheck each box that is left in this tab. 8. Click Apply and then Close. 9. Click Restart. 10. Proceed to reinstall the D880 to see if the issue you described has been corrected. 11. After install, repeat steps 1 and 2, click Normal Startup and then restart your computer. Thank you for choosing Canon. Sincerely, Naomi Technical Support Representative Special Note: Certain issues are very difficult to resolve via e-mail. If your question remains unanswered after you have received this e-mail, the direct assistance of a Canon telephone support representative may be required. If you would like to speak to a support representative, dial 1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday 10:00 a.m. to 8:00 p.m. ET (excluding holidays). If you prefer to continue to communicate via email, reply to this message and we will respond as quickly as possible. Original Message Follows: ------------------------- James, There is no error given while trying to print. While installing the drivers I do get an error that reads "An exception occurred while trying to run"shell32.dll, SHHelpshortcuts_RunDLL_AddPrinter". I can still make copies and receive faxes though. Yes, it is connected straight to my PC. Thank you for the help. This one has me kind of stumped! Thanks, Gabi -----Original Message----- From: Canon Support - MFP [mailto:mfp(a)cits.canon.com] Sent: Monday, October 13, 2008 10:35 AM To: Birnie, Gabi Subject: Re: Response from Canon - MultiPASS (KMM9119580V7083L0KM) Dear Gabrielle Birnie: Thank you for contacting Canon product support. We value you as a Canon customer and appreciate the opportunity to assist you. We regret the issues experienced with the installation of your imageCLASS D880. The unit should install and work fine with Windows XP running Service Pack 3. With this said, it regrettably, is unclear at this time the exact cause of the issue you are experiencing. We will be happy to assist you in troubleshooting the issue, but we will need some additional information. 1. Describe what happens when you attempt to print. Provide the exact wording of any error messages you receive, etc. 2. Are you receiving any alarm errors and can you make a copy from the unit? 3. Is your imageCLASS D880 being directly connected to your computer? Additionally, please confirm if you have any other devices such as scanners or other printers connected to the computer, please describe. This information can help us better troubleshoot the issue. We look forward to your reply and with further assisting you with your imageCLASS D880. Thank you for choosing Canon. Sincerely, James Technical Support Representative Special Note: Certain issues are very difficult to resolve via e-mail. If your question remains unanswered after you have received this e-mail, the direct assistance of a Canon telephone support representative may be required. If you would like to speak to a support representative, dial 1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday 10:00 a.m. to 8:00 p.m. ET (excluding holidays). If you prefer to continue to communicate via email, reply to this message and we will respond as quickly as possible. Original Message Follows: ------------------------- Email Support Form Message Product Type: imageCLASS D880 Product Model: IslandData Session: Product Serial Number: JXY18760 Date of Purchase: First Name: Gabrielle Last Name: Birnie Address: City: State: Zip: 33870 Phone Number: 863-991-5634 Email Address: gbirnie(a)jud10.flcourts.org EMAIL_ADDRESS_CONFIRM: gbirnie(a)jud10.flcourts.org q01: USB q02: Windows_XP q03: Installation INQUIRY: We had this printer installed on another PC and was working correctly. The user recieved a new PC with the XP service pack three installed and we can not install the printer now. I looked on the website for drivers, but there are only drivers for service pack two. When trying to install using those drivers it acts as if it works but when you print a test page nothing occurs. Do you have the updated drivers or any suggestions to take to install this printer on this new PC?
From: philo on 24 Nov 2008 17:33 "gbirnie" <gbirnie(a)discussions.microsoft.com> wrote in message news:0EED5AA2-CBA2-4EA1-9811-F4734792B9C4(a)microsoft.com... > We have the Canon D880 printers connected by USB to our computers. We have > recently updated the PCs and when trying to install the old Canon D880 > printers it is not working properly. They are on the XP operating systems and > when doing the install it does seem as if it does work and says that the > installation is complete. However when printing a test page or anything from > the PC it does not work. I have been through all the whistles with Canon > themselves and they are now saying that it is a Microsoft Windows issue. Does > anyone have any suggestions on how to get these printers to work? Here is a > copy of a few of the steps we have tried thus far on Canon's side, even > though I am not giving up on them yet either. I was just hoping someone would > be able to help out. > > > Since you said you've updated your PC, I'd advise not using the original drivers that came with the printer get the latest drivers...which should be at least good for XP sp2 > > Dear Gabrielle Birnie: > > > > Thank you for your reply. > > > > Based on the specific issue you have described, we recommend contacting > Canons live technical support at this point. While I understand email may be > the preferred method, the real time feedback of a live technical support call > would be very beneficial in this case. Please see the special priority > information and toll-free number provided in the footer or signature of the > message. A Canon technical support representative will be able to better > isolate and get you up and working faster. > > > > We apologize for any inconvenience this may cause. Please let us know if we > can be of any further assistance. > > > > Thank you for choosing Canon. > > > > Sincerely, > > > > James > > Technical Support Representative > > > > Special Note: Certain issues are very difficult to resolve via e-mail. > > If your question remains unanswered after you have received this e-mail, the > direct assistance of a Canon telephone support representative may be > required. If you would like to speak to a support representative, dial > 1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday 10:00 > a.m. to 8:00 p.m. ET (excluding holidays). > > > > If you prefer to continue to communicate via email, reply to this message > and we will respond as quickly as possible. > > > > > > > > Original Message Follows: > > ------------------------- > > > > I went through these processes and at Step 5 where you install the printer > again, it does come up as the printer has installed correctly, but it never > prompts for you to plug in the USB cable. When I do plug in the USB cable it > made a copy of the printer under the "printers and faxes" folder. I did try > to print a test page from both while in Selective Startup Mode and both > attempts were unsuccessful. > > Gabi > > -----Original Message----- > > From: Canon Support - MFP [mailto:mfp(a)cits.canon.com] > > Sent: Thursday, November 13, 2008 8:46 PM > > To: Birnie, Gabi > > Subject: RE: Response from Canon - MultiPASS (KMM9217464V27114L0KM) Dear > Gabi Birnie: > > Thank you for your reply and information. > > Let's try the following to rectify the issue: > > 1. Uninstall the driver using the 'uninstall' option of the Canon unit > listing under 'All Programs'. > > 2. Once uninstalled, go into the Device Manager. If still listed, delete > 'Canon iCD800' with the yellow question mark and 'USB Printing Support'. > > 3. Follow by disconnecting the USB Cable and placing the computer in a > Selective Startup mode as previously outlined. > > 4. As the computer is restarting, disconnect the power cord from the D880 > for 30-60 seconds. Plug the power for the unit in again and ensure a normal > display is seen in the LCD. Do not connect the USB cable. > > 5. Proceed to perform the installation of the driver and only connect the > USB cable when prompted by the software. > > 6. Try a test print while in the Selective Startup mode. > > 7. If successful, repeat steps 1 and 2 in the previous Selective Startup > instructions, click Normal Startup and then restart your computer. > > 8. Try another test print once the computer has returned to the Normal Mode. > > Should you be unsuccessful, it is recommended to contact the Personal Copier > Technical Support Group at 1-800-828-4040, 8A-8P EST, Monday - Friday or > 10A-8P Saturday for further support. The technician will be happy to walk > you through steps to resolve the issue efficiently. At the time of your call > please be near your unit and have the 8 character serial number from the back > of your unit handy. > > I do hope this information is helpful to you. Please let us know if we can > be of any further assistance with your D880. > > Thank you for choosing Canon. > > Sincerely, > > Deborah > > Technical Support Representative > > Special Note: Certain issues are very difficult to resolve via e-mail. > > If your question remains unanswered after you have received this e-mail, the > direct assistance of a Canon telephone support representative may be > required. If you would like to speak to a support representative, dial > 1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday 10:00 > a.m. to 8:00 p.m. ET (excluding holidays). > > If you prefer to continue to communicate via email, reply to this message > and we will respond as quickly as possible. > > Original Message Follows: > > ------------------------- > > The PCs are on a network. I have tried installing this same printer on 4 PCs > now and none seem to work. They are not upgraded PCs though. Some may have > been downgraded from the new Vista program. We have decided not to use that > program within our Circuit. The items listed under Universal Serial Bus > Controllers are as follows: > > -Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27CB > > -Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27C9 > > -Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27CA > > -Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27CB > > -Intel(R)8280IG(ICH7 Family) USB2 Enhanced Host Controller - 27CC -USB > Printing Support -USB Root Hub -USB Root Hub -USB Root Hub -USB Root Hub -USB > Root Hub Then in the device manager it does have an other devices marked with > a yellow question mark. When clicking the + to expand that it says Canon > iCD800. > > Thanks again for all your help, > > Gabi > > -----Original Message----- > > From: Canon Support - MFP [mailto:mfp(a)cits.canon.com] > > Sent: Thursday, November 13, 2008 3:59 PM > > To: Birnie, Gabi > > Subject: RE: Response from Canon - MultiPASS (KMM9215997V95917L0KM) Dear > Gabi Birnie: > > Thank you for your response. > > Are any of these computer's shared or were any upgraded to XP? > > Please try the following to add further technical insight into your current > issue: > > 1. Right-click on My Computer, left-click on Printing Preferences. > > 2. Click on the Hardware tab. > > 3. Click on Device Manager. > > 4. Click on the (+) sign next to Universal Serial Bus Controllers. > > a. Please provide us all of the information in this section. Also note > any items with a yellow mark next to it. > > 5. Within the other sections of the Device Manager, do you see any items > labeled as "Other Devices" or "Unknown Devices"? > > Thank you for choosing Canon. > > Sincerely, > > Naomi > > Technical Support Representative > > Special Note: Certain issues are very difficult to resolve via e-mail. > > If your question remains unanswered after you have received this e-mail, the > direct assistance of a Canon telephone support representative may be > required. If you would like to speak to a support representative, dial > 1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday 10:00 > a.m. to 8:00 p.m. ET (excluding holidays). > > If you prefer to continue to communicate via email, reply to this message > and we will respond as quickly as possible. > > Original Message Follows: > > ------------------------- > > When doing what you suggested on another PC (a barebones with nothing on it > besides XP) the printer does install correctly without the error. > > When you go to print a test page, a test page does not print still. The > screen flashes but nothing happens and after a few seconds the queue goes > back to ready as if a test page did print. > > -----Original Message----- > > From: Canon Support - MFP [mailto:mfp(a)cits.canon.com] > > Sent: Monday, October 13, 2008 5:08 PM > > To: Birnie, Gabi > > Subject: RE: Response from Canon - MultiPASS (KMM9121271V32050L0KM) Dear > Gabi Birnie: > > Thank you for your response. We sincerely apologize for any difficulties > you have experienced with the D880 and installing. > > Unfortunately, the error message you have provided indicates a possible > system issue. You may try putting your computer in Selective Startup, > however, if this does not work, the error message may be linked to background > files and services that are a part of the MicroSoft operating system not > functioning correctly. > > Please follow these instructions to put your computer in a Selective > > Startup: > > 1. Click Start and then Run. > > 2. In the Open box of the Run window, type msconfig and and then click OK. > > 3. In the General tab of the System Configuration Utility window, click on > the Selective Startup radio button. > > 4. Remove the check in the Load Startup Items box. > > 5. Click the Services tab. > > 6. At the bottom of the Services tab, click Hide all Microsoft Services > box. The window will refresh. > > 7. Under Service column, uncheck each box that is left in this tab. > > 8. Click Apply and then Close. > > 9. Click Restart. > > 10. Proceed to reinstall the D880 to see if the issue you described has > been corrected. > > 11. After install, repeat steps 1 and 2, click Normal Startup and then > restart your computer. > > Thank you for choosing Canon. > > Sincerely, > > Naomi > > Technical Support Representative > > Special Note: Certain issues are very difficult to resolve via e-mail. > > If your question remains unanswered after you have received this e-mail, the > direct assistance of a Canon telephone support representative may be > required. If you would like to speak to a support representative, dial > 1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday 10:00 > a.m. to 8:00 p.m. ET (excluding holidays). > > If you prefer to continue to communicate via email, reply to this message > and we will respond as quickly as possible. > > Original Message Follows: > > ------------------------- > > James, > > There is no error given while trying to print. While installing the drivers > I do get an error that reads "An exception occurred while trying to > run"shell32.dll, SHHelpshortcuts_RunDLL_AddPrinter". I can still make copies > and receive faxes though. Yes, it is connected straight to my PC. > > Thank you for the help. This one has me kind of stumped! > > Thanks, > > Gabi > > -----Original Message----- > > From: Canon Support - MFP [mailto:mfp(a)cits.canon.com] > > Sent: Monday, October 13, 2008 10:35 AM > > To: Birnie, Gabi > > Subject: Re: Response from Canon - MultiPASS (KMM9119580V7083L0KM) Dear > Gabrielle Birnie: > > Thank you for contacting Canon product support. We value you as a Canon > customer and appreciate the opportunity to assist you. We regret the issues > experienced with the installation of your imageCLASS D880. > > The unit should install and work fine with Windows XP running Service > > Pack 3. With this said, it regrettably, is unclear at this time the > > exact cause of the issue you are experiencing. We will be happy to assist > you in troubleshooting the issue, but we will need some additional > information. > > 1. Describe what happens when you attempt to print. Provide the exact > wording of any error messages you receive, etc. > > 2. Are you receiving any alarm errors and can you make a copy from the unit? > > 3. Is your imageCLASS D880 being directly connected to your computer? > > Additionally, please confirm if you have any other devices such as scanners > or other printers connected to the computer, please describe. > > This information can help us better troubleshoot the issue. We look > > forward to your reply and with further assisting you with your imageCLASS > D880. > > Thank you for choosing Canon. > > Sincerely, > > James > > Technical Support Representative > > Special Note: Certain issues are very difficult to resolve via e-mail. > > If your question remains unanswered after you have received this e-mail, the > direct assistance of a Canon telephone support representative may be > required. If you would like to speak to a support representative, dial > 1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday 10:00 > a.m. to 8:00 p.m. ET (excluding holidays). > > If you prefer to continue to communicate via email, reply to this message > and we will respond as quickly as possible. > > Original Message Follows: > > ------------------------- > > Email Support Form Message > > Product Type: imageCLASS D880 > > Product Model: > > IslandData Session: > > Product Serial Number: JXY18760 > > Date of Purchase: > > First Name: Gabrielle > > Last Name: Birnie > > Address: > > City: > > State: > > Zip: 33870 > > Phone Number: 863-991-5634 > > Email Address: gbirnie(a)jud10.flcourts.org > > EMAIL_ADDRESS_CONFIRM: gbirnie(a)jud10.flcourts.org > > q01: USB > > q02: Windows_XP > > q03: Installation > > INQUIRY: We had this printer installed on another PC and was working > correctly. The user recieved a new PC with the XP service pack three > installed and we can not install the printer now. I looked on the website for > drivers, but there are only drivers for service pack two. > > When trying to install using those drivers it acts as if it works but when > you print a test page nothing occurs. Do you have the updated drivers or any > suggestions to take to install this printer on this new PC? > >
From: Twayne on 24 Nov 2008 17:49 Hi gb, Interesting scenario; looks like a phone call and lots of oh-hold time coming up! Aint' progress just great? <g> One thing I didn't notice anywhere in the list here, but which is so basic I'd think it must have been checked, but what about the possibility that there is either a bad cable or something on the printer that tells it to use COM or ethernet or USB or ... whatever? Just thought; I've been stumped by simpler things before. Apparently the printer "thinks" it printed? That to me says something in the communications area at least, not the innards so mcuh. Cabling, interfaces, special USB cable, whatever? This is all WAG, but: Have you tried to see if it'll print from a COM port? If it works that way, maybe there's a CMOS chip lockup inside, that might free it. Just WAGs; nothing of any real help here I know, but figured it couldn't hurt...I "lucked out" and had an HP sent to me once that they had left a "test" jumper inside it. Apparently they didn't actually put paper in them for their tests or they'd have HAD to known it wasn't printing. I'd think. YUK! Anyway ... Regards, Twayne > We have the Canon D880 printers connected by USB to our computers. We > have recently updated the PCs and when trying to install the old > Canon D880 printers it is not working properly. They are on the XP > operating systems and when doing the install it does seem as if it > does work and says that the installation is complete. However when > printing a test page or anything from the PC it does not work. I have > been through all the whistles with Canon themselves and they are now > saying that it is a Microsoft Windows issue. Does anyone have any > suggestions on how to get these printers to work? Here is a copy of a > few of the steps we have tried thus far on Canon's side, even though > I am not giving up on them yet either. I was just hoping someone > would be able to help out. > > > > > > Dear Gabrielle Birnie: > > > > Thank you for your reply. > > > > Based on the specific issue you have described, we recommend > contacting Canons live technical support at this point. While I > understand email may be the preferred method, the real time feedback > of a live technical support call would be very beneficial in this > case. Please see the special priority information and toll-free > number provided in the footer or signature of the message. A Canon > technical support representative will be able to better isolate and > get you up and working faster. > > > > We apologize for any inconvenience this may cause. Please let us > know if we can be of any further assistance. > > > > Thank you for choosing Canon. > > > > Sincerely, > > > > James > > Technical Support Representative > > > > Special Note: Certain issues are very difficult to resolve via > e-mail. > > If your question remains unanswered after you have received this > e-mail, the direct assistance of a Canon telephone support > representative may be required. If you would like to speak to a > support representative, dial 1-800-828-4040, Monday - Friday 8:00 > a.m. to 8:00 p.m. ET, and Saturday 10:00 a.m. to 8:00 p.m. ET > (excluding holidays). > > > > If you prefer to continue to communicate via email, reply to this > message and we will respond as quickly as possible. > > > > > > > > Original Message Follows: > > ------------------------- > > > > I went through these processes and at Step 5 where you install the > printer again, it does come up as the printer has installed > correctly, but it never prompts for you to plug in the USB cable. > When I do plug in the USB cable it made a copy of the printer under > the "printers and faxes" folder. I did try to print a test page from > both while in Selective Startup Mode and both attempts were > unsuccessful. > > Gabi > > -----Original Message----- > > From: Canon Support - MFP [mailto:mfp(a)cits.canon.com] > > Sent: Thursday, November 13, 2008 8:46 PM > > To: Birnie, Gabi > > Subject: RE: Response from Canon - MultiPASS (KMM9217464V27114L0KM) > Dear Gabi Birnie: > > Thank you for your reply and information. > > Let's try the following to rectify the issue: > > 1. Uninstall the driver using the 'uninstall' option of the Canon > unit listing under 'All Programs'. > > 2. Once uninstalled, go into the Device Manager. If still listed, > delete 'Canon iCD800' with the yellow question mark and 'USB Printing > Support'. > > 3. Follow by disconnecting the USB Cable and placing the computer in > a Selective Startup mode as previously outlined. > > 4. As the computer is restarting, disconnect the power cord from the > D880 for 30-60 seconds. Plug the power for the unit in again and > ensure a normal display is seen in the LCD. Do not connect the USB > cable. > > 5. Proceed to perform the installation of the driver and only connect > the USB cable when prompted by the software. > > 6. Try a test print while in the Selective Startup mode. > > 7. If successful, repeat steps 1 and 2 in the previous Selective > Startup instructions, click Normal Startup and then restart your > computer. > > 8. Try another test print once the computer has returned to the > Normal Mode. > > Should you be unsuccessful, it is recommended to contact the Personal > Copier Technical Support Group at 1-800-828-4040, 8A-8P EST, Monday - > Friday or 10A-8P Saturday for further support. The technician will > be happy to walk you through steps to resolve the issue efficiently. > At the time of your call please be near your unit and have the 8 > character serial number from the back of your unit handy. > > I do hope this information is helpful to you. Please let us know if > we can be of any further assistance with your D880. > > Thank you for choosing Canon. > > Sincerely, > > Deborah > > Technical Support Representative > > Special Note: Certain issues are very difficult to resolve via > e-mail. > > If your question remains unanswered after you have received this > e-mail, the direct assistance of a Canon telephone support > representative may be required. If you would like to speak to a > support representative, dial 1-800-828-4040, Monday - Friday 8:00 > a.m. to 8:00 p.m. ET, and Saturday 10:00 a.m. to 8:00 p.m. ET > (excluding holidays). > > If you prefer to continue to communicate via email, reply to this > message and we will respond as quickly as possible. > > Original Message Follows: > > ------------------------- > > The PCs are on a network. I have tried installing this same printer > on 4 PCs now and none seem to work. They are not upgraded PCs though. > Some may have been downgraded from the new Vista program. We have > decided not to use that program within our Circuit. The items listed > under Universal Serial Bus Controllers are as follows: > > -Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27CB > > -Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27C9 > > -Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27CA > > -Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27CB > > -Intel(R)8280IG(ICH7 Family) USB2 Enhanced Host Controller - 27CC -USB > Printing Support -USB Root Hub -USB Root Hub -USB Root Hub -USB Root > Hub -USB Root Hub Then in the device manager it does have an other > devices marked with a yellow question mark. When clicking the + to > expand that it says Canon iCD800. > > Thanks again for all your help, > > Gabi > > -----Original Message----- > > From: Canon Support - MFP [mailto:mfp(a)cits.canon.com] > > Sent: Thursday, November 13, 2008 3:59 PM > > To: Birnie, Gabi > > Subject: RE: Response from Canon - MultiPASS (KMM9215997V95917L0KM) > Dear Gabi Birnie: > > Thank you for your response. > > Are any of these computer's shared or were any upgraded to XP? > > Please try the following to add further technical insight into your > current issue: > > 1. Right-click on My Computer, left-click on Printing Preferences. > > 2. Click on the Hardware tab. > > 3. Click on Device Manager. > > 4. Click on the (+) sign next to Universal Serial Bus Controllers. > > a. Please provide us all of the information in this section. Also > note > any items with a yellow mark next to it. > > 5. Within the other sections of the Device Manager, do you see any > items labeled as "Other Devices" or "Unknown Devices"? > > Thank you for choosing Canon. > > Sincerely, > > Naomi > > Technical Support Representative > > Special Note: Certain issues are very difficult to resolve via > e-mail. > > If your question remains unanswered after you have received this > e-mail, the direct assistance of a Canon telephone support > representative may be required. If you would like to speak to a > support representative, dial 1-800-828-4040, Monday - Friday 8:00 > a.m. to 8:00 p.m. ET, and Saturday 10:00 a.m. to 8:00 p.m. ET > (excluding holidays). > > If you prefer to continue to communicate via email, reply to this > message and we will respond as quickly as possible. > > Original Message Follows: > > ------------------------- > > When doing what you suggested on another PC (a barebones with nothing > on it besides XP) the printer does install correctly without the > error. > > When you go to print a test page, a test page does not print still. > The screen flashes but nothing happens and after a few seconds the > queue goes back to ready as if a test page did print. > > -----Original Message----- > > From: Canon Support - MFP [mailto:mfp(a)cits.canon.com] > > Sent: Monday, October 13, 2008 5:08 PM > > To: Birnie, Gabi > > Subject: RE: Response from Canon - MultiPASS (KMM9121271V32050L0KM) > Dear Gabi Birnie: > > Thank you for your response. We sincerely apologize for any > difficulties you have experienced with the D880 and installing. > > Unfortunately, the error message you have provided indicates a > possible system issue. You may try putting your computer in > Selective Startup, however, if this does not work, the error message > may be linked to background files and services that are a part of the > MicroSoft operating system not functioning correctly. > > Please follow these instructions to put your computer in a Selective > > Startup: > > 1. Click Start and then Run. > > 2. In the Open box of the Run window, type msconfig and and then > click OK. > > 3. In the General tab of the System Configuration Utility window, > click on the Selective Startup radio button. > > 4. Remove the check in the Load Startup Items box. > > 5. Click the Services tab. > > 6. At the bottom of the Services tab, click Hide all Microsoft > Services box. The window will refresh. > > 7. Under Service column, uncheck each box that is left in this tab. > > 8. Click Apply and then Close. > > 9. Click Restart. > > 10. Proceed to reinstall the D880 to see if the issue you described > has been corrected. > > 11. After install, repeat steps 1 and 2, click Normal Startup and > then restart your computer. > > Thank you for choosing Canon. > > Sincerely, > > Naomi > > Technical Support Representative > > Special Note: Certain issues are very difficult to resolve via > e-mail. > > If your question remains unanswered after you have received this > e-mail, the direct assistance of a Canon telephone support > representative may be required. If you would like to speak to a > support representative, dial 1-800-828-4040, Monday - Friday 8:00 > a.m. to 8:00 p.m. ET, and Saturday 10:00 a.m. to 8:00 p.m. ET > (excluding holidays). > > If you prefer to continue to communicate via email, reply to this > message and we will respond as quickly as possible. > > Original Message Follows: > > ------------------------- > > James, > > There is no error given while trying to print. While installing the > drivers I do get an error that reads "An exception occurred while > trying to run"shell32.dll, SHHelpshortcuts_RunDLL_AddPrinter". I can > still make copies and receive faxes though. Yes, it is connected > straight to my PC. > > Thank you for the help. This one has me kind of stumped! > > Thanks, > > Gabi > > -----Original Message----- > > From: Canon Support - MFP [mailto:mfp(a)cits.canon.com] > > Sent: Monday, October 13, 2008 10:35 AM > > To: Birnie, Gabi > > Subject: Re: Response from Canon - MultiPASS (KMM9119580V7083L0KM) > Dear Gabrielle Birnie: > > Thank you for contacting Canon product support. We value you as a > Canon customer and appreciate the opportunity to assist you. We > regret the issues experienced with the installation of your > imageCLASS D880. > > The unit should install and work fine with Windows XP running Service > > Pack 3. With this said, it regrettably, is unclear at this time the > > exact cause of the issue you are experiencing. We will be happy to > assist you in troubleshooting the issue, but we will need some > additional information. > > 1. Describe what happens when you attempt to print. Provide the > exact wording of any error messages you receive, etc. > > 2. Are you receiving any alarm errors and can you make a copy from > the unit? > > 3. Is your imageCLASS D880 being directly connected to your computer? > > Additionally, please confirm if you have any other devices such as > scanners or other printers connected to the computer, please describe. > > This information can help us better troubleshoot the issue. We look > > forward to your reply and with further assisting you with your > imageCLASS D880. > > Thank you for choosing Canon. > > Sincerely, > > James > > Technical Support Representative > > Special Note: Certain issues are very difficult to resolve via > e-mail. > > If your question remains unanswered after you have received this > e-mail, the direct assistance of a Canon telephone support > representative may be required. If you would like to speak to a > support representative, dial 1-800-828-4040, Monday - Friday 8:00 > a.m. to 8:00 p.m. ET, and Saturday 10:00 a.m. to 8:00 p.m. ET > (excluding holidays). > > If you prefer to continue to communicate via email, reply to this > message and we will respond as quickly as possible. > > Original Message Follows: > > ------------------------- > > Email Support Form Message > > Product Type: imageCLASS D880 > > Product Model: > > IslandData Session: > > Product Serial Number: JXY18760 > > Date of Purchase: > > First Name: Gabrielle > > Last Name: Birnie > > Address: > > City: > > State: > > Zip: 33870 > > Phone Number: 863-991-5634 > > Email Address: gbirnie(a)jud10.flcourts.org > > EMAIL_ADDRESS_CONFIRM: gbirnie(a)jud10.flcourts.org > > q01: USB > > q02: Windows_XP > > q03: Installation > > INQUIRY: We had this printer installed on another PC and was working > correctly. The user recieved a new PC with the XP service pack three > installed and we can not install the printer now. I looked on the > website for drivers, but there are only drivers for service pack two. > > When trying to install using those drivers it acts as if it works but > when you print a test page nothing occurs. Do you have the updated > drivers or any suggestions to take to install this printer on this > new PC?
From: Andrew E. on 24 Nov 2008 20:46 How old is the 880...If 2-3 years old or more,you might 1st,locate all canon files on pc & delete them,also look in %Temp% ,and in regedit,delete all.Once finished,on restart or shutdown unplug canon.Run pc a time or two without it. Once thru,plug in canon to another usb port,once in xp,let the "found new hard- ware wizard" run,but dont let it exit..At this point,install canon cd,if you already havent,run the canon software installation (this actually gets it installed),once its thru,exit the hardware wizard.Next install canon updates for SP2 & SP3,get those from canon downloads,restart pc...Also,you said "computers",if a pc or more doesnt run canon,download the "print-migrator" from microsoft,install to pc that canon works on,create migrator shortcut,move shortcut to non-working pc,it should run once migrator is opened... "gbirnie" wrote: > We have the Canon D880 printers connected by USB to our computers. We have > recently updated the PCs and when trying to install the old Canon D880 > printers it is not working properly. They are on the XP operating systems and > when doing the install it does seem as if it does work and says that the > installation is complete. However when printing a test page or anything from > the PC it does not work. I have been through all the whistles with Canon > themselves and they are now saying that it is a Microsoft Windows issue. Does > anyone have any suggestions on how to get these printers to work? Here is a > copy of a few of the steps we have tried thus far on Canon's side, even > though I am not giving up on them yet either. I was just hoping someone would > be able to help out. > > > > > > Dear Gabrielle Birnie: > > > > Thank you for your reply. > > > > Based on the specific issue you have described, we recommend contacting > Canons live technical support at this point. While I understand email may be > the preferred method, the real time feedback of a live technical support call > would be very beneficial in this case. Please see the special priority > information and toll-free number provided in the footer or signature of the > message. A Canon technical support representative will be able to better > isolate and get you up and working faster. > > > > We apologize for any inconvenience this may cause. Please let us know if we > can be of any further assistance. > > > > Thank you for choosing Canon. > > > > Sincerely, > > > > James > > Technical Support Representative > > > > Special Note: Certain issues are very difficult to resolve via e-mail. > > If your question remains unanswered after you have received this e-mail, the > direct assistance of a Canon telephone support representative may be > required. If you would like to speak to a support representative, dial > 1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday 10:00 > a.m. to 8:00 p.m. ET (excluding holidays). > > > > If you prefer to continue to communicate via email, reply to this message > and we will respond as quickly as possible. > > > > > > > > Original Message Follows: > > ------------------------- > > > > I went through these processes and at Step 5 where you install the printer > again, it does come up as the printer has installed correctly, but it never > prompts for you to plug in the USB cable. When I do plug in the USB cable it > made a copy of the printer under the "printers and faxes" folder. I did try > to print a test page from both while in Selective Startup Mode and both > attempts were unsuccessful. > > Gabi > > -----Original Message----- > > From: Canon Support - MFP [mailto:mfp(a)cits.canon.com] > > Sent: Thursday, November 13, 2008 8:46 PM > > To: Birnie, Gabi > > Subject: RE: Response from Canon - MultiPASS (KMM9217464V27114L0KM) Dear > Gabi Birnie: > > Thank you for your reply and information. > > Let's try the following to rectify the issue: > > 1. Uninstall the driver using the 'uninstall' option of the Canon unit > listing under 'All Programs'. > > 2. Once uninstalled, go into the Device Manager. If still listed, delete > 'Canon iCD800' with the yellow question mark and 'USB Printing Support'. > > 3. Follow by disconnecting the USB Cable and placing the computer in a > Selective Startup mode as previously outlined. > > 4. As the computer is restarting, disconnect the power cord from the D880 > for 30-60 seconds. Plug the power for the unit in again and ensure a normal > display is seen in the LCD. Do not connect the USB cable. > > 5. Proceed to perform the installation of the driver and only connect the > USB cable when prompted by the software. > > 6. Try a test print while in the Selective Startup mode. > > 7. If successful, repeat steps 1 and 2 in the previous Selective Startup > instructions, click Normal Startup and then restart your computer. > > 8. Try another test print once the computer has returned to the Normal Mode. > > Should you be unsuccessful, it is recommended to contact the Personal Copier > Technical Support Group at 1-800-828-4040, 8A-8P EST, Monday - Friday or > 10A-8P Saturday for further support. The technician will be happy to walk > you through steps to resolve the issue efficiently. At the time of your call > please be near your unit and have the 8 character serial number from the back > of your unit handy. > > I do hope this information is helpful to you. Please let us know if we can > be of any further assistance with your D880. > > Thank you for choosing Canon. > > Sincerely, > > Deborah > > Technical Support Representative > > Special Note: Certain issues are very difficult to resolve via e-mail. > > If your question remains unanswered after you have received this e-mail, the > direct assistance of a Canon telephone support representative may be > required. If you would like to speak to a support representative, dial > 1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday 10:00 > a.m. to 8:00 p.m. ET (excluding holidays). > > If you prefer to continue to communicate via email, reply to this message > and we will respond as quickly as possible. > > Original Message Follows: > > ------------------------- > > The PCs are on a network. I have tried installing this same printer on 4 PCs > now and none seem to work. They are not upgraded PCs though. Some may have > been downgraded from the new Vista program. We have decided not to use that > program within our Circuit. The items listed under Universal Serial Bus > Controllers are as follows: > > -Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27CB > > -Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27C9 > > -Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27CA > > -Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27CB > > -Intel(R)8280IG(ICH7 Family) USB2 Enhanced Host Controller - 27CC -USB > Printing Support -USB Root Hub -USB Root Hub -USB Root Hub -USB Root Hub -USB > Root Hub Then in the device manager it does have an other devices marked with > a yellow question mark. When clicking the + to expand that it says Canon > iCD800. > > Thanks again for all your help, > > Gabi > > -----Original Message----- > > From: Canon Support - MFP [mailto:mfp(a)cits.canon.com] > > Sent: Thursday, November 13, 2008 3:59 PM > > To: Birnie, Gabi > > Subject: RE: Response from Canon - MultiPASS (KMM9215997V95917L0KM) Dear > Gabi Birnie: > > Thank you for your response. > > Are any of these computer's shared or were any upgraded to XP? > > Please try the following to add further technical insight into your current > issue: > > 1. Right-click on My Computer, left-click on Printing Preferences. > > 2. Click on the Hardware tab. > > 3. Click on Device Manager. > > 4. Click on the (+) sign next to Universal Serial Bus Controllers. > > a. Please provide us all of the information in this section. Also note > any items with a yellow mark next to it. > > 5. Within the other sections of the Device Manager, do you see any items > labeled as "Other Devices" or "Unknown Devices"? > > Thank you for choosing Canon. > > Sincerely, > > Naomi > > Technical Support Representative > > Special Note: Certain issues are very difficult to resolve via e-mail. > > If your question remains unanswered after you have received this e-mail, the > direct assistance of a Canon telephone support representative may be > required. If you would like to speak to a support representative, dial > 1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday 10:00 > a.m. to 8:00 p.m. ET (excluding holidays). > > If you prefer to continue to communicate via email, reply to this message > and we will respond as quickly as possible. > > Original Message Follows: > > ------------------------- > > When doing what you suggested on another PC (a barebones with nothing on it > besides XP) the printer does install correctly without the error. > > When you go to print a test page, a test page does not print still. The > screen flashes but nothing happens and after a few seconds the queue goes > back to ready as if a test page did print. > > -----Original Message----- > > From: Canon Support - MFP [mailto:mfp(a)cits.canon.com] > > Sent: Monday, October 13, 2008 5:08 PM > > To: Birnie, Gabi > > Subject: RE: Response from Canon - MultiPASS (KMM9121271V32050L0KM) Dear > Gabi Birnie: > > Thank you for your response. We sincerely apologize for any difficulties > you have experienced with the D880 and installing. > > Unfortunately, the error message you have provided indicates a possible > system issue. You may try putting your computer in Selective Startup, > however, if this does not work, the error message may be linked to background > files and services that are a part of the MicroSoft operating system not > functioning correctly. > > Please follow these instructions to put your computer in a Selective > > Startup: > > 1. Click Start and then Run. > > 2. In the Open box of the Run window, type msconfig and and then click OK. > > 3. In the General tab of the System Configuration Utility window, click on > the Selective Startup radio button. > > 4. Remove the check in the Load Startup Items box. > > 5. Click the Services tab. > > 6. At the bottom of the Services tab, click Hide all Microsoft Services > box. The window will refresh. > > 7. Under Service column, uncheck each box that is left in this tab. > > 8. Click Apply and then Close. > > 9. Click Restart. > > 10. Proceed to reinstall the D880 to see if the issue you described has > been corrected. > > 11. After install, repeat steps 1 and 2, click Normal Startup and then > restart your computer. > > Thank you for choosing Canon. > > Sincerely, > > Naomi >
From: Jim on 25 Nov 2008 09:13 Haven`t read all , but I would suggest uninstalling and then reinstalling the printer . On Mon, 24 Nov 2008 13:55:01 -0800, gbirnie <gbirnie(a)discussions.microsoft.com> wrote: >We have the Canon D880 printers connected by USB to our computers. We have >recently updated the PCs and when trying to install the old Canon D880 >printers it is not working properly. They are on the XP operating systems and >when doing the install it does seem as if it does work and says that the >installation is complete. However when printing a test page or anything from >the PC it does not work. I have been through all the whistles with Canon >themselves and they are now saying that it is a Microsoft Windows issue. Does >anyone have any suggestions on how to get these printers to work? Here is a >copy of a few of the steps we have tried thus far on Canon's side, even >though I am not giving up on them yet either. I was just hoping someone would >be able to help out. > > > > > >Dear Gabrielle Birnie: > > > >Thank you for your reply. > > > >Based on the specific issue you have described, we recommend contacting >Canons live technical support at this point. While I understand email may be >the preferred method, the real time feedback of a live technical support call >would be very beneficial in this case. Please see the special priority >information and toll-free number provided in the footer or signature of the >message. A Canon technical support representative will be able to better >isolate and get you up and working faster. > > > >We apologize for any inconvenience this may cause. Please let us know if we >can be of any further assistance. > > > >Thank you for choosing Canon. > > > >Sincerely, > > > >James > >Technical Support Representative > > > >Special Note: Certain issues are very difficult to resolve via e-mail. > >If your question remains unanswered after you have received this e-mail, the >direct assistance of a Canon telephone support representative may be >required. If you would like to speak to a support representative, dial >1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday 10:00 >a.m. to 8:00 p.m. ET (excluding holidays). > > > >If you prefer to continue to communicate via email, reply to this message >and we will respond as quickly as possible. > > > > > > > >Original Message Follows: > >------------------------- > > > >I went through these processes and at Step 5 where you install the printer >again, it does come up as the printer has installed correctly, but it never >prompts for you to plug in the USB cable. When I do plug in the USB cable it >made a copy of the printer under the "printers and faxes" folder. I did try >to print a test page from both while in Selective Startup Mode and both >attempts were unsuccessful. > >Gabi > >-----Original Message----- > >From: Canon Support - MFP [mailto:mfp(a)cits.canon.com] > >Sent: Thursday, November 13, 2008 8:46 PM > >To: Birnie, Gabi > >Subject: RE: Response from Canon - MultiPASS (KMM9217464V27114L0KM) Dear >Gabi Birnie: > >Thank you for your reply and information. > >Let's try the following to rectify the issue: > >1. Uninstall the driver using the 'uninstall' option of the Canon unit >listing under 'All Programs'. > >2. Once uninstalled, go into the Device Manager. If still listed, delete >'Canon iCD800' with the yellow question mark and 'USB Printing Support'. > >3. Follow by disconnecting the USB Cable and placing the computer in a >Selective Startup mode as previously outlined. > >4. As the computer is restarting, disconnect the power cord from the D880 >for 30-60 seconds. Plug the power for the unit in again and ensure a normal >display is seen in the LCD. Do not connect the USB cable. > >5. Proceed to perform the installation of the driver and only connect the >USB cable when prompted by the software. > >6. Try a test print while in the Selective Startup mode. > >7. If successful, repeat steps 1 and 2 in the previous Selective Startup >instructions, click Normal Startup and then restart your computer. > >8. Try another test print once the computer has returned to the Normal Mode. > >Should you be unsuccessful, it is recommended to contact the Personal Copier >Technical Support Group at 1-800-828-4040, 8A-8P EST, Monday - Friday or >10A-8P Saturday for further support. The technician will be happy to walk >you through steps to resolve the issue efficiently. At the time of your call >please be near your unit and have the 8 character serial number from the back >of your unit handy. > >I do hope this information is helpful to you. Please let us know if we can >be of any further assistance with your D880. > >Thank you for choosing Canon. > >Sincerely, > >Deborah > >Technical Support Representative > >Special Note: Certain issues are very difficult to resolve via e-mail. > >If your question remains unanswered after you have received this e-mail, the >direct assistance of a Canon telephone support representative may be >required. If you would like to speak to a support representative, dial >1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday 10:00 >a.m. to 8:00 p.m. ET (excluding holidays). > >If you prefer to continue to communicate via email, reply to this message >and we will respond as quickly as possible. > >Original Message Follows: > >------------------------- > >The PCs are on a network. I have tried installing this same printer on 4 PCs >now and none seem to work. They are not upgraded PCs though. Some may have >been downgraded from the new Vista program. We have decided not to use that >program within our Circuit. The items listed under Universal Serial Bus >Controllers are as follows: > >-Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27CB > >-Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27C9 > >-Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27CA > >-Intel(R)8280IG(ICH7 Family) USB Universal Host Controller - 27CB > >-Intel(R)8280IG(ICH7 Family) USB2 Enhanced Host Controller - 27CC -USB >Printing Support -USB Root Hub -USB Root Hub -USB Root Hub -USB Root Hub -USB >Root Hub Then in the device manager it does have an other devices marked with >a yellow question mark. When clicking the + to expand that it says Canon >iCD800. > >Thanks again for all your help, > >Gabi > >-----Original Message----- > >From: Canon Support - MFP [mailto:mfp(a)cits.canon.com] > >Sent: Thursday, November 13, 2008 3:59 PM > >To: Birnie, Gabi > >Subject: RE: Response from Canon - MultiPASS (KMM9215997V95917L0KM) Dear >Gabi Birnie: > >Thank you for your response. > >Are any of these computer's shared or were any upgraded to XP? > >Please try the following to add further technical insight into your current >issue: > >1. Right-click on My Computer, left-click on Printing Preferences. > >2. Click on the Hardware tab. > >3. Click on Device Manager. > >4. Click on the (+) sign next to Universal Serial Bus Controllers. > > a. Please provide us all of the information in this section. Also note >any items with a yellow mark next to it. > >5. Within the other sections of the Device Manager, do you see any items >labeled as "Other Devices" or "Unknown Devices"? > >Thank you for choosing Canon. > >Sincerely, > >Naomi > >Technical Support Representative > >Special Note: Certain issues are very difficult to resolve via e-mail. > >If your question remains unanswered after you have received this e-mail, the >direct assistance of a Canon telephone support representative may be >required. If you would like to speak to a support representative, dial >1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday 10:00 >a.m. to 8:00 p.m. ET (excluding holidays). > >If you prefer to continue to communicate via email, reply to this message >and we will respond as quickly as possible. > >Original Message Follows: > >------------------------- > >When doing what you suggested on another PC (a barebones with nothing on it >besides XP) the printer does install correctly without the error. > >When you go to print a test page, a test page does not print still. The >screen flashes but nothing happens and after a few seconds the queue goes >back to ready as if a test page did print. > >-----Original Message----- > >From: Canon Support - MFP [mailto:mfp(a)cits.canon.com] > >Sent: Monday, October 13, 2008 5:08 PM > >To: Birnie, Gabi > >Subject: RE: Response from Canon - MultiPASS (KMM9121271V32050L0KM) Dear >Gabi Birnie: > >Thank you for your response. We sincerely apologize for any difficulties >you have experienced with the D880 and installing. > >Unfortunately, the error message you have provided indicates a possible >system issue. You may try putting your computer in Selective Startup, >however, if this does not work, the error message may be linked to background >files and services that are a part of the MicroSoft operating system not >functioning correctly. > >Please follow these instructions to put your computer in a Selective > >Startup: > > 1. Click Start and then Run. > > 2. In the Open box of the Run window, type msconfig and and then click OK. > > 3. In the General tab of the System Configuration Utility window, click on >the Selective Startup radio button. > > 4. Remove the check in the Load Startup Items box. > > 5. Click the Services tab. > > 6. At the bottom of the Services tab, click Hide all Microsoft Services >box. The window will refresh. > > 7. Under Service column, uncheck each box that is left in this tab. > > 8. Click Apply and then Close. > > 9. Click Restart. > >10. Proceed to reinstall the D880 to see if the issue you described has >been corrected. > >11. After install, repeat steps 1 and 2, click Normal Startup and then >restart your computer. > >Thank you for choosing Canon. > >Sincerely, > >Naomi > >Technical Support Representative > >Special Note: Certain issues are very difficult to resolve via e-mail. > >If your question remains unanswered after you have received this e-mail, the >direct assistance of a Canon telephone support representative may be >required. If you would like to speak to a support representative, dial >1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday 10:00 >a.m. to 8:00 p.m. ET (excluding holidays). > >If you prefer to continue to communicate via email, reply to this message >and we will respond as quickly as possible. > >Original Message Follows: > >------------------------- > >James, > >There is no error given while trying to print. While installing the drivers >I do get an error that reads "An exception occurred while trying to >run"shell32.dll, SHHelpshortcuts_RunDLL_AddPrinter". I can still make copies >and receive faxes though. Yes, it is connected straight to my PC. > >Thank you for the help. This one has me kind of stumped! > >Thanks, > >Gabi > >-----Original Message----- > >From: Canon Support - MFP [mailto:mfp(a)cits.canon.com] > >Sent: Monday, October 13, 2008 10:35 AM > >To: Birnie, Gabi > >Subject: Re: Response from Canon - MultiPASS (KMM9119580V7083L0KM) Dear >Gabrielle Birnie: > >Thank you for contacting Canon product support. We value you as a Canon >customer and appreciate the opportunity to assist you. We regret the issues >experienced with the installation of your imageCLASS D880. > >The unit should install and work fine with Windows XP running Service > >Pack 3. With this said, it regrettably, is unclear at this time the > >exact cause of the issue you are experiencing. We will be happy to assist >you in troubleshooting the issue, but we will need some additional >information. > >1. Describe what happens when you attempt to print. Provide the exact >wording of any error messages you receive, etc. > >2. Are you receiving any alarm errors and can you make a copy from the unit? > >3. Is your imageCLASS D880 being directly connected to your computer? > >Additionally, please confirm if you have any other devices such as scanners >or other printers connected to the computer, please describe. > >This information can help us better troubleshoot the issue. We look > >forward to your reply and with further assisting you with your imageCLASS >D880. > >Thank you for choosing Canon. > >Sincerely, > >James > >Technical Support Representative > >Special Note: Certain issues are very difficult to resolve via e-mail. > >If your question remains unanswered after you have received this e-mail, the >direct assistance of a Canon telephone support representative may be >required. If you would like to speak to a support representative, dial >1-800-828-4040, Monday - Friday 8:00 a.m. to 8:00 p.m. ET, and Saturday 10:00 >a.m. to 8:00 p.m. ET (excluding holidays). > >If you prefer to continue to communicate via email, reply to this message >and we will respond as quickly as possible. > >Original Message Follows: > >------------------------- > >Email Support Form Message > >Product Type: imageCLASS D880 > >Product Model: > >IslandData Session: > >Product Serial Number: JXY18760 > >Date of Purchase: > >First Name: Gabrielle > >Last Name: Birnie > >Address: > >City: > >State: > >Zip: 33870 > >Phone Number: 863-991-5634 > >Email Address: gbirnie(a)jud10.flcourts.org > >EMAIL_ADDRESS_CONFIRM: gbirnie(a)jud10.flcourts.org > >q01: USB > >q02: Windows_XP > >q03: Installation > >INQUIRY: We had this printer installed on another PC and was working >correctly. The user recieved a new PC with the XP service pack three >installed and we can not install the printer now. I looked on the website for >drivers, but there are only drivers for service pack two. > >When trying to install using those drivers it acts as if it works but when >you print a test page nothing occurs. Do you have the updated drivers or any >suggestions to take to install this printer on this new PC? >
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