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Service Notice: LF Motor Issue

Thank you for using Canon products.

We have identified a rare phenomenon in some of the inkjet printers that the printer may not turn off in rare instances. This announcement describes the phenomenon and solutions to prevent it.

Canon takes great pride in the quality and performance of its products, and we offer our sincerest apologies to any customers who have been inconvenienced by this phenomenon.

Phenomenon
When your printer is connected to a computer via a USB cable, if you press the printer’s ON button IMMEDIATELY after you turn off the computer, the printer may not turn off in rare instances.

If the printer is left in that condition for a long period of time, the temperature of the internal motor may rise, though it poses no safety hazard.

NOTE: This phenomenon does not occur if you turn off the printer BEFORE you turn off the computer, or if your printer is connected other than via a USB cable.

Affected Products

Model  Firmware version
TS5000 series  1.150 or earlier
TS6000 series  2.010 or earlier
TS8000 series  1.160 or earlier
TS9000 series  2.020 or earlier
TS5100 series  1.040 or earlier
TS6100 series  1.080 or earlier
TS9100 series  1.090 or earlier
TS6200 series  1.010 or earlier


Support
How to know the firmware version; the firmware version can be checked on the printer operation panel, or it is provided on the printout of the Nozzle Check Pattern.

Please refer to the Online Manual of the applicable printer for the procedures.

Temporary Solution:
If the printer does not turn off, unplug the printer power cord.
If you smell a strange odor, ventilation is recommended.

Permanent Solution:
This particular phenomenon will be prevented by updating the printer firmware. Please download and install the updated firmware version listed below.

If the printer cannot be turned off, unplug the printer power cord first, plug it again, and turn on the printer. Then, update the printer firmware.
Model  Firmware version
TS5000 series  1.160 or later
TS6000 series  2.020 or later
TS8000 series  1.170 or later
TS9000 series  2.030 or later
TS5100 series  1.100 or later
TS6100 series  1.100 or later
TS9100 series  1.100 or later
TS6200 series  1.020 or later


To download the firmware, visit https://www.cla.canon.com/cla/en/support

Contact Information
Should you have any questions about the announcement, please contact the Authorized Service Facility in your area or you may contact the Call Center within your region.