Canon ImageCLASS MF4800 Series Manuel utilisateur

For Authorized Servicers

imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers

imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers June 2013

Page ii

Published by

Canon U.S.A., Inc.

One Canon Park

Melville, NY 11747-3336

1-800-OK-CANON

servicep[email protected]anon.com

Canon U.S.A. Homepage: http://www.usa.canon.com

Canon U.S.A. e-Support Center Web site:http://www.support.cusa.canon.com

Canon U.S.A. ISG Central Web site:http://www.isgcentral.cusa.canon.com

Canon Network Access (CNA) Web site:http://www.cna.cusa.canon.com

IMPORTANT

THIS SERVICE GUIDE INCLUDES THE INFORMATION RELATING TO THE imageCLASS

MF4890dw/MF4880dw/MF4770n.

SPECIFICATIONS AND OTHER INFORMATION CONTAINED HEREIN MAY VARY SLIGHTLY FROM ACTUAL

DEVICE VALUES OR THOSE FOUND IN ADVERTISING AND OTHER PRINTED MATTER.

USE OF THIS SERVICE GUIDE SHOULD BE STRICTLY SUPERVISED TO AVOID DISCLOSURE OF

CONFIDENTIAL INFORMATION.

ALL PRICES LISTED ARE SUBJECT TO CHANGE WITHOUT NOTICE.

PART NUMBERS LISTED MAY BE CHANGED WITHOUT NOTICE TO REFLECT ENGINEERING REVISIONS.

REVISION HISTORY

Revision Date Section(s) Details

— June 2013 All Release of the imageCLASS

MF4890dw/MF4880dw/MF4770n Service Guide for

Authorized Servicers

imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers

imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers June 2013

Page iii

COPYRIGHTS AND TRADEMARKS

This Service Guide is the property of Canon U.S.A., Inc.

Canon, imageCLASS, and Always Ask for Canon Genuine Toner, Parts & Supplies are registered trademarks of

Canon Inc.

All other company names and product names may be trademarks or registered trademarks of their respective

owners, and are hereby acknowledged.

LEGAL NOTICES

The information contained in this Service Guide constitutes confidential information of Canon U.S.A., Inc.

Pursuant to the authorized Service Agreement with Canon U.S.A., Inc., this Service Guide is solely for reference

purposes and may be used only by an authorized Service Provider of Canon U.S.A., Inc. No part of this Service

Guide may be reproduced or transmitted in any form by any means, electronic or mechanical, for any purpose

without the prior written consent of Canon U.S.A., Inc., except as expressly permitted herein.

Pursuant to the authorized Service Agreement with Canon U.S.A., Inc., Service Provider agrees to indemnify Canon

U.S.A., Inc. and to hold it harmless from and against any and all claims arising out of Service Provider’s possession,

use, or misuse of this Service Guide.

Canon U.S.A., Inc. from time to time updates this online Service Guide and may modify the information and/or

specifications contained in it at any time without notice. Additionally, all prices and availability dates listed herein are

subject to change without notice. The latest version is available online at the ISG Central and e-Support Web sites

noted above. Please make certain that you are using the latest version. Specimens of Web pages included herein

are for illustration purposes only.

DISCLAIMER

NEITHER CANON NOR ITS SUPPLIERS NOR ANY AUTHORIZED SERVICE PROVIDER SHALL BE LIABLE FOR

PERSONAL INJURY OR PROPERTY DAMAGE (UNLESS CAUSED SOLELY AND DIRECTLY BY THE

NEGLIGENCE OF CANON OR ANY AUTHORIZED SERVICE PROVIDER), LOSS OF REVENUE OR PROFIT,

FAILURE TO REALIZE SAVINGS OR OTHER BENEFITS, EXPENDITURES FOR SUBSTITUTE EQUIPMENT OR

SERVICES, LOSS OR CORRUPTION OF DATA, INCLUDING, WITHOUT LIMITATION, DATA STORED ON THE

PRODUCT’S OPTIONAL HARD DISK DRIVE, STORAGE CHARGES OR OTHER SPECIAL, INCIDENTAL OR

CONSEQUENTIAL DAMAGES CAUSED BY THE USE, MISUSE OR INABILITY TO USE THE PRODUCT,

REGARDLESS OF THE LEGAL THEORY ON WHICH THE CLAIM IS BASED AND EVEN IF CANON OR ITS

SUPPLIERS OR ANY AUTHORIZED SERVICE PROVIDER HAS BEEN ADVISED OF THE POSSIBILITY OF

SUCH DAMAGES. NOR SHALL RECOVERY OF ANY KIND AGAINST CANON OR ITS SUPPLIERS OR ANY

AUTHORIZED SERVICE PROVIDER BE GREATER IN AMOUNT THAN THE PURCHASE PRICE OF THE

PRODUCT CAUSING THE ALLEGED DAMAGE. WITHOUT LIMITING THE FOREGOING, THE PURCHASER

ASSUMES ALL RISKS AND LIABILITY FOR LOSS, DAMAGE OR INJURY TO PERSONS AND THE PROPERTY

OF THE PURCHASER OR OTHERS ARISING OUT OF THE POSSESSION, USE, MISUSE, OR INABILITY TO

USE THE PRODUCT NOT CAUSED SOLELY AND DIRECTLY BY THE NEGLIGENCE OF CANON OR ANY

AUTHORIZED SERVICE PROVIDER.

imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers

imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers June 2013

Page iv

Contents

I. Product Overview-------------------------------------------------------------------------------------------1

II. Product Configuration and Box Contents ----------------------------------------------------------3

A. Configuration ------------------------------------------------------------------------------------------------------- 3

B. Box Contents ------------------------------------------------------------------------------------------------------- 4

III. Service Authorization--------------------------------------------------------------------------------------5

IV. Educational Training---------------------------------------------------------------------------------------5

A. Training Program Overview------------------------------------------------------------------------------------ 5

B. Who Should Complete------------------------------------------------------------------------------------------- 5

C. Prerequisites-------------------------------------------------------------------------------------------------------- 5

D. Course Format------------------------------------------------------------------------------------------------------ 6

E. Course Equipment ------------------------------------------------------------------------------------------------ 6

V. Servicing Notes----------------------------------------------------------------------------------------------7

A. Power and Plug Requirements-------------------------------------------------------------------------------- 7

B. Installation Space Requirements----------------------------------------------------------------------------- 7

C. Estimated Installation Time -----------------------------------------------------------------------------------11

D. Notes on the Wireless LAN------------------------------------------------------------------------------------11

E. Service Support Tools ------------------------------------------------------------------------------------------12

F. Cleaning -------------------------------------------------------------------------------------------------------------13

G. Consumables ------------------------------------------------------------------------------------------------------14

H. Consumable Parts------------------------------------------------------------------------------------------------14

I. Periodic Replacement Parts-----------------------------------------------------------------------------------14

J. Firmware Upgrade------------------------------------------------------------------------------------------------15

K. Computer Requirements for Downloading Firmware-------------------------------------------------15

VI. End-User Customer Service Offerings------------------------------------------------------------- 16

A. Monthly Copy/Print Volume-----------------------------------------------------------------------------------16

B. Limited Warranty Support -------------------------------------------------------------------------------------16

C. Technical Support for the End-User------------------------------------------------------------------------17

1. Carry-In Service-----------------------------------------------------------------------------------------------17

2. Exchange Service --------------------------------------------------------------------------------------------18

3. Internet Support -----------------------------------------------------------------------------------------------19

D. Post-Warranty Support -----------------------------------------------------------------------------------------20

1. CarePAK Extended Service Plans------------------------------------------------------------------------20

2. Time and Material Service----------------------------------------------------------------------------------22

VII. Authorized Servicer Program------------------------------------------------------------------------- 23

A. Authorized Servicer Customer Registration System--------------------------------------------------23

B. ASCR Registration Process-----------------------------------------------------------------------------------24

C. Replacement Inventory-----------------------------------------------------------------------------------------24

D. Optional On-Site Service---------------------------------------------------------------------------------------24

VIII. Authorized Servicer Support Offerings------------------------------------------------------------ 25

A. Authorized Servicer Support----------------------------------------------------------------------------------25

B. Internet Support---------------------------------------------------------------------------------------------------25

1. Canon USA’s e-Support Center Web Site--------------------------------------------------------------25

2. Canon USA’s ISG Central Web Site ---------------------------------------------------------------------27

C. Call Escalation Procedure -------------------------------------------------------------------------------------29

imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers

imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers June 2013

Page v

IX. Warranty Procedures------------------------------------------------------------------------------------ 30

A. e-Tag------------------------------------------------------------------------------------------------------------------30

B. Online Limited Warranty Credit Inquiry -------------------------------------------------------------------32

C. Warranty Reimbursement Program-------------------------------------------------------------------------34

1. Dispatch by CITS ---------------------------------------------------------------------------------------------34

2. Warranty Marketing Program ------------------------------------------------------------------------------35

X. Parts Support ---------------------------------------------------------------------------------------------- 36

A. Parts and Service Material Orders --------------------------------------------------------------------------36

1. Canon Network Access -------------------------------------------------------------------------------------36

2. Parts Order Desk ---------------------------------------------------------------------------------------------37

B. Parts Order Entry-------------------------------------------------------------------------------------------------38

1. Regular Orders------------------------------------------------------------------------------------------------38

2. Rush Orders ---------------------------------------------------------------------------------------------------38

C. Parts Information/Parts Price List Download------------------------------------------------------------38

D. Parts Discontinuation Schedule Information------------------------------------------------------------38

E. Order/Invoice Inquiry--------------------------------------------------------------------------------------------39

F. Parts Return Process--------------------------------------------------------------------------------------------39

XI. Appendix----------------------------------------------------------------------------------------------------- 40

A. Specifications------------------------------------------------------------------------------------------------------40

B. Warranty-------------------------------------------------------------------------------------------------------------45

1. imageCLASS Series Exchange/Carry-In Product Limited Warranty------------------------------45

2. Canon Toner Cartridge Limited Warranty---------------------------------------------------------------46

C. List of Tables-------------------------------------------------------------------------------------------------------47

D. List of Figures -----------------------------------------------------------------------------------------------------47

imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers

imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers June 2013

Page 1

I. Product Overview

The Canon imageCLASS MF4890dw, imageCLASS MF4880dw and

imageCLASS MF4770n are compact, B&W (Black-and-White), laser

multifunction devices with copy, print, scan, and fax capabilities. These models

are the successor to the imageCLASS MF4570dw, imageCLASS MF4570dn and

imageCLASS MF4450 and bring the following capabilities to users in a small

office or home office environment:

•Connectivity

•USB 2.0 High Speed port for printing and scanning from USB memory.

•10/100 Base-T Ethernet connectivity that supports network printing,

scanning, and PC faxing.

•802.11 b/g/n1

•Print and copy speeds (B&W using LTR (letter-sized) paper)

wireless connectivity that supports wireless network printing,

scanning, and PC faxing (The imageCLASS MF4890dw and

imageCLASS MF4880dw only).

•The imageCLASS MF4890dw and imageCLASS MF4880dw up to

26 ppm2

•The imageCLASS MF4770n up to 24 ppm.

(pages-per-minute).

•Quick first print time in approximately 5.8 seconds.

•Duplex functions

•imageCLASS MF4890dw: Duplex Print, Copy, Scan, Fax

•imageCLASS MF4880dw: Duplex Print Only

•Color scanning at an interpolated resolution of up to 9,600 x 9,600 dpi (dots

per inch), and optical scanning at a resolution of up to 600 x 600 dpi.

•Includes a front-loading paper cassette with a capacity of up to 250 sheets

and a multipurpose tray with single-sheet feeding capability

•Standard 33.6 Kbps Super G3 fax capabilities.

•Meets the ENERGY STAR guidelines for energy efficiency.

•Standard UFR II LT printing.

1 Wireless performance may vary, depending on terrain and distance between the printer and wireless network

clients.

2 The copy/print speed is measured during continuous copy/print runs. Copy/print speeds may vary, depending on

the paper type, size, and paper feeding direction. Copy/print speeds on smaller paper sizes may be slower. Also,

the machine may experience downtime or decrease the copy/print speed in the middle of a continuous copy/print

run to adjust the temperature inside the machine or maintain the optimal print quality.

imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers

imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers June 2013

Page 2

Table 1 — Specifications

Specification

imageCLASS

MF4770n

MF4880dw

MF4890dw

Functions Print, Copy, Scan, Fax, PC Fax

Print/Copy Speed

Up to 24ppm (letter)

Up to 26 ppm (letter)

Print Resolution

Up to 600 x 600 dpi, 1200 x 600 dpi quality

First Print Out Time

Approximately 5.8 seconds (letter)

Print Features

Watermark, Page Composer, Toner Saver

Print/Copy Memory 128 MB

First Copy Out Time

Approximately 8.7 seconds (letter)

Copy Resolution

Up to 600 x 600 dpi

Copy Features

Memory Sort, 2 on 1, 4 on 1, ID Card Copy

Connectivity

USB 2.0 Hi-Speed,

10/100 Base-T Ethernet

USB 2.0 Hi-Speed, 10/100 Base-T Ethernet, 802.11

b/g/n Wireless

Duplex Not Available Print

All Mode (Print, Copy,

Scan, Fax)

Printer Language UFR II LT (Host-based)

Operating Systems

Windows7, Windows Server 2008 R2, Windows Vista, Windows Server 2008,

Windows Server 2003, Windows XP

Paper Capacity

250-sheet cassette, 1-sheet multipurpose tray

Document Feeder

35-sheet simplex

50-sheet duplex

Minimum Paper Size

5.8" x 4.1"

Maximum Paper Size

8-1/2" x 14" (legal)

Scan Resolution

Up to 600 x 600 dpi (optical) ; 9600 x 9600 dpi (Interpolated)

Fax Modem Speed

33.6 Kbps Super G3 Fax

Standard Warranty

1 year exchange/carry-in

LCD Display

5-line LCD

Security

IP Filtering, MAC Address Filtering

Duty Cycle Up to 8,000 pages per

month

Up to 10,000 pages per month

Energy

Consumption

Operation

Approximately 520 W

Standby

Approximately 4.5 W

Approximately 5 W

Energy Saver Approximately 1.3 W Approximately 2.1 W

Energy Star

Yes

imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers

imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers June 2013

Page 3

II. Product Configuration and Box Contents

A. Configuration

Note: All configurations shown are for reference purposes only, and are

subject to change without notice. Please refer to the Price List in the CNA

(Canon Network Access) Web site www.cna.cusa.canon.com for the most

up-to-date item numbers.

Table 2 — Configuration

Item Item Number3

imageCLASS MF4890dw

imageCLASS MF4890dw 6371B006AA

imageCLASS MF4880dw 6371B010AA

imageCLASS MF4770n 6371B030AA

Supplies and Consumables

Cartridge 128 Black (Yields approximately 2,100 pages (LTR)) 3500B001AA

Service Materials and Parts Catalog

imageCLASS … Service Manual Available for

download from the

e-Support Center

Web site

imageCLASS …. Parts Catalog

CarePAK

imageCLASS MF4890dw (Virtual CarePAK, 2 Year Exchange/Carry-In)46521A105AA

imageCLASS MF4880dw (Virtual CarePAK, 2 Year Exchange/Carry-In) 6521A106AA

imageCLASS MF4770n (Virtual CarePAK, 2 Year Exchange/Carry-In) 6521A107AA

eCarePAK - B&W MFP (2 Year Exchange/Carry-In Extended Warranty)

5707B020AA

3 Item numbers and part numbers are subject to change without notice.

4 Available for purchase through Canon U.S.A., Inc.’s consumer Web site: www.estore.usa.canon.com.

5 Available for purchase through an Authorized Canon Reseller or Distributor. For more information, see “CarePAK

Extended Service Plans,” on p. 20.

imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers

imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers June 2013

Page 4

B. Box Contents

Note: The box contents shown below are for reference purposes only, and

are subject to change without notice.

•

Main Unit

•

User Manuals (CD-ROM)

•

Starter Guide

•

User Software (CD-ROM)

•Power Cord

•Registration Card

•

Telephone Cable

•

Warranty Card

•

Destination Labels

•

Wireless LAN Setting Guide

•

Starter Cartridge 128

imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers

imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers June 2013

Page 5

III. Service Authorization

To obtain and maintain authorization to service the imageCLASS

MF4890dw/MF4880dw/MF4770n, each dealer location must have at least two

(2) employees certified to service the machine.

IV. Educational Training

A. Training Program Overview

Technicians who successfully complete the imageCLASS

MF4890dw/MF4880dw/MF4770n online course and pass the certification

exam are authorized to service and support the imageCLASS

MF4890dw/MF4880dw/MF4770n.

The imageCLASS MF4890dw/MF4880dw/MF4770n online course is available

via the Training section of the e-Support Center Web site.

B. Who Should Complete

All service technicians responsible for installing, servicing, and supporting the

imageCLASS MF4890dw/MF4880dw/MF4770n machines must successfully

complete the imageCLASS MF4890dw/MF4880dw/MF4770n online course,

and pass the certification exam to receive technical support and dealer

authorization to sell these products.

C. Prerequisites

There are no prerequisites for this training course. However, it is highly

recommended that the service technician have:

•Prior experience with Canon imageCLASS MF devices

•Experience with taking eLearning courses

•Familiarity with common hand tools to disassemble and service Canon

devices

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