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New Canon pixma MX 395 printer not responding

Anonymous
2020-04-13T14:32:00+00:00

I installed a new canon pixma MX395 using the set up disk. It got to the end but stopped at print test page but gave no error. The printer was showing as installed but will not print from anywhere. The document whether it is a test print or something else does appear briefly in the queue then disappears.  Sometmes I get the grey box with printer not responding and sometimes I get nothing. I have uninstalled and reinstalled, downloaded the latest deriver from Canon but canot get anything into the print queue to print. I can print a test page and do Nozzle clean etc direct from the printer maintenance so the printer is worling. I just cant get it to respond to my pc. On another note if I right click the printer in devices and printers and click on the hardware tab, the printer and fax  appears twice in the device functions. Is this relevant? Thanks

Windows for home | Windows 10 | Devices and drivers

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  1. Anonymous
    2020-04-16T03:48:51+00:00

    Hi LindaCannon2,

    As a customer like you, I understand. I assumed your printer is connected directly to the PC via a USB cable, and NOT connected over the ethernet LAN network right?

    Well, based on what I see so far, this printer is having some driver/firmware conflicts that are beyond the Windows OS layer, and we might need to get in touch with Canon support for further help. But before we go to that route, you might want to try these steps below.

    • On your printer LCD screen, try to see if you can navigate to Settings > Device settings > Firmware update > & tap the "Install update". Restart your printer, once done.

    • On your PC, complete the steps below.

    1. Go back to Safe Mode.
    2. Uninstall all printer drivers clean.
    3. Once done, visit this website below, choose Windows 10 64-bit & download the MP driver (don't download XPS driver). Install it.

    https://www.canon-europe.com/support/consumer_p...

    (Note: This is a non-Microsoft website. The page appears to be providing accurate, safe information. Watch out for ads on the site that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the site before you decide to download and install it.)

    1. Once done, reboot your PC to Clean boot with all anti-virus/malware disabled, ensuring network port uses USB001, and network discovery turned on. Test print it.
    2. If it fails, then repeat steps 1 to 4 above but this time choosing "Windows 10 32-bit" to download the 32-bit printer driver.

    I hope this helps. Let me know how you go. Thank you!

    Sincerely,

    Paul A.

    Independent Advisor

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  2. Anonymous
    2020-04-15T12:28:26+00:00

    Hi LindaCannon2,

    Got it, thanks. Now, kindly complete these steps below.

    1. Kindly transfer the USB cable to another USB port in your PC or try another USB cable, if possible.
    2. Then, kindly check the printer port settings.

    Go to Start > search/open Control Panel > Devices and Printers > right-click on your printer > select "Printer Properties" > click Ports tab > on the port lists, ensure "USB001" is checked > below the "Add Port..." button, ensure "Enable bidirectional support" is also checked > click OK.

    1. Then, check if it's searchable in the network.

    Go to Start > search/open Control Panel > Network and Sharing Center > in the left pane, click "Change advanced sharing settings" > click the "Guest or Public" drop-down > click "Turn on network discovery"

    1. Then, let's run the troubleshooter. Reboot your PC & check if the issue persists.

    Go to Start > search/open Control Panel > Troubleshooting > in the left pane, click "View all" link > click Printer & follow the instructions to run the troubleshooter.

    I hope this helps. Let me know how you go. Thank you!

    Sincerely,

    Paul A.

    Independent Advisor

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  3. Anonymous
    2020-04-15T08:38:08+00:00

    HI.  See screenshots below. Thanks

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  4. Anonymous
    2020-04-13T15:12:21+00:00

    Windows 10 uses the latest drivers that you download from Canon instead of the outdated install disk. You bought an old model printer from 2015. A printer made for windows 10 would have been a better choice.

    See this for drivers and manual- 

    https://www.canon-europe.com/support/consumer_products/products/fax__multifunctionals/inkjet/pixma_mx_series/mx395.html?type=drivers&language=en&os=windows%2010%20(64-bit)

    Make sure to download the correct windows 10 drivers from canon and uninstall the printer and rebootbefore reinstalling with the right drivers. Uninstalling removes the incorrect drivers.

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  5. Anonymous
    2020-04-13T14:47:53+00:00

    Hi LindaCannon2,

    I'm Paul, a fellow customer like you & an Independent Advisor. Kindly try these steps below & see if it fixes your issue.

    1. Restart the print spooler.

    Go to Start > search/open services.msc > scroll down & double-click "Print Spooler" > Restart > click OK. Try to do a test print.

    https://support.microsoft.com/en-us/help/12376/...

    1. If that won't work, try disabling Windows Windows Firewall & Antivirus Security. If you have other once, you may want to disable those as well.

    https://support.microsoft.com/en-us/help/402718...

    https://support.microsoft.com/en-us/help/402854...

    1. If that won't work, try to do a clean boot & see if the issue persists.

    https://support.microsoft.com/en-us/help/929135...

    1. If all fails, then reinstall the printer driver in Safe Mode. Ensure you manually uninstall it first.

    https://support.microsoft.com/en-us/help/12376/...

    I hope this helps. Let me know how you go. Thank you!

    Sincerely,

    Paul A.

    Independent Advisor

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