Troubleshooting

Your smartphone or tablet is not registered

To do a Send to a smartphone or tablet, you need to use Canon PRINT Inkjet/SELPHY to scan the QR code that appears in the User Information Settings screen in Device Management Console and do the registration.

For details about the User Information Settings screen, see "User Information Settings Dialog Box."

Cannot connect to the internet

You need to be connected to the internet to do a Send to your smartphone or tablet.

Check the following items.

• Confirm that the proxy server settings are correct.

  For details about the proxy server settings, see "Proxy Server Setup Dialog Box."

• Check whether communications are being blocked by a Windows firewall or security software.
• Communications may have failed for some other reason. Wait a while, and then try again.

Note

• You may not be able to use the smartphone/tablet notification function, depending on the country or region in which you are using this equipment.

The notifications may be blocked by your smartphone or tablet

Notifications do not appear if the smartphone or tablet does not allow them.

Do the settings to allow notifications from Canon PRINT Inkjet/SELPHY.

Note

• A message appears requesting permission for notifications when you install Canon PRINT Inkjet/SELPHY or start it for the first time. If you do not accept, then notifications are blocked until you set them to be allowed.

When the smartphone or tablet is turned off (offline).

Notifications cannot be received while your smartphone or tablet is turned off.

• Turn on the smartphone or tablet that is receiving the notification, and then do the operation.

Important

• Notifications, which were not received, cannot be received again after the smartphone or tablet is turned on.

Note

• You can check whether the Device Management Console has sent the notification correctly in the Check Operation Status screen. For details, see "Check Operation Status Dialog Box."

When a setting to reduce battery power consumption for your smartphone or tablet is enabled

You may not be able to receive notifications if a setting to reduce battery consumption, such as energy-saver mode, is enabled on your smartphone or tablet.

• Disable the settings.

When you have manually exited Canon PRINT Inkjet/SELPHY.

If you are using an iOS, you cannot receive notifications is you have manually exited Canon PRINT Inkjet/SELPHY.

• Restart Canon PRINT Inkjet/SELPHY.

The user names do not match

The login name (name of print job owner) of the computer that executes the print job and the user name that was registered in Device Management Console must be the same.

To confirm the login name of the computer that is executing print jobs, do the following procedure.

• For Windows 10

  From the Start menu, click Settings > Account > User information.

  • If you are logged in to a Microsoft account, a mail address will be displayed under User name.

  • If you are logged in to a local account, Local Account is displayed.

• For Windows 8.1

  From the Desktop charm, click Settings > Change PC settings > Account > Your account.

  • If you are logged in to a Microsoft account, the registered user name and mail address are displayed.

  • If you are logged in to a local account, Local Account is displayed.

• For Windows 7

  On the Start menu, click Control Panel > User Accounts, in this order.

• For macOS/OS X

  Open Users and Groups from System Preferences, and then right click Current User in the user list or click on Current User while pressing the control key and select Advanced Options.

  The Account name in Advanced Options is the user name.

For details, see "Confirming User Names."

Note

• The login user name of the computer may not be the print job's owner's name if you are not using a printer driver, such as RIP (Raster Image Processor) or HP-GL/2.

  If you want to receive notifications about print jobs like these, add a check mark to On completion of all print jobs (all users) in Notification Options in the User Information Settings dialog box.

• If you are logged in to a Microsoft account, part of your User name may be omitted from the print job owner's name.
• If you are logged in to a Microsoft account, from Control Panel, select Hardware and Sound > Devices and Printers. You can check the print job owner's name on the See what's printing list of current print jobs.

The resident service is not running

You need to start the resident service for Device Management Console to receive notifications on smartphones or tablets.

• Select Resident Service Settings in the Tools menu in Device Management Console, and then click Start.

  For details, see "Starting the Resident Service."

No compatible printers are registered

A compatible printer must be registered to notify smartphones or tablets about the print job's status.

• On the Device Management Console File menu, select Smartphone/Tablet Notifications > Check Compatible Printers, in this order.
Check for printers that are compatible with the notification function on the Printer List in the Check Compatible Printers screen. For details, see "Check Compatible Printers Dialog Box."

Note

• Of the printers that support Device Management Console, the following printers cannot use the smartphone and tablet notification function.

  PRO-1000/PRO-500

  PRO-6000/PRO-4000/PRO-2000

  PRO-560/PRO-540/PRO-520

  PRO-6000S/PRO-4000S/PRO-560S/PRO-540S

  TX-4000/TX-3000/TX-2000/TX-5400/TX-5300/TX-5200

Confirming Notification Options

Check the settings in Notification timing in Notification Options in the "User Information Settings Dialog Box" on the Device Management Console.

• When your own print jobs are held on the printer while the On completion of all my print jobs check box has been selected

If this happens, you are notified as soon as your print job is put on hold. After that, notification is not done even if all the printable jobs are printed.

Clear the On completion of all my print jobs check box, and then do the operation.

• When print jobs other than your own are temporarily stopped while the On errors (all users) check box is not selected

If this happens, you are not notified, even if your print job is completed, when the print jobs of other users are temporarily stopped.

Select the On errors (all users) check box, and then do the operation.

The user names do not match

The login name (name of print job owner) of the computer that executes the print job and the user name that was registered in Device Management Console must be the same.

To confirm the login name of the computer that is executing print jobs, do the following procedure.

• For Windows 10

  From the Start menu, click Settings > Account > User information.

  • If you are logged in to a Microsoft account, a mail address will be displayed under User name.

  • If you are logged in to a local account, Local Account is displayed.

• For Windows 8.1

  From the Desktop charm, click Settings > Change PC settings > Account > Your account.

  • If you are logged in to a Microsoft account, the registered user name and mail address are displayed.

  • If you are logged in to a local account, Local Account is displayed.

• For Windows 7

  On the Start menu, click Control Panel > User Accounts, in this order.

• For macOS/OS X

  Open Users and Groups from System Preferences, and then right click Current User in the user list or click on Current User while pressing the control key and select Advanced Options.

  The Account name in Advanced Options is the user name.

For details, see "Confirming User Names."

Note

• The login user name of the computer may not be the print job's owner's name if you are not using a printer driver, such as RIP (Raster Image Processor) or HP-GL/2.

  If you want to receive notifications about print jobs like these, add a check mark to On completion of all print jobs (all users) in Notification Options in the User Information Settings dialog box.

• If you are logged in to a Microsoft account, part of your User name may be omitted from the print job owner's name.
• If you are logged in to a Microsoft account, from Control Panel, select Hardware and Sound > Devices and Printers. You can check the print job owner's name on the See what's printing list of current print jobs.

No compatible printers are registered

A compatible printer must be registered to notify smartphones or tablets about the print job's status.

• On the Device Management Console File menu, select Smartphone/Tablet Notifications > Check Compatible Printers, in this order.
Check for printers that are compatible with the notification function on the Printer List in the Check Compatible Printers screen. For details, see "Check Compatible Printers Dialog Box."

Note

• Of the printers that support Device Management Console, the following printers cannot use the smartphone and tablet notification function.

  PRO-1000/PRO-500

  PRO-6000/PRO-4000/PRO-2000

  PRO-560/PRO-540/PRO-520

  PRO-6000S/PRO-4000S/PRO-560S/PRO-540S

  TX-4000/TX-3000/TX-2000/TX-5400/TX-5300/TX-5200

Confirming Notification Options

Check the settings in Notification timing in Notification Options in the "User Information Settings Dialog Box" on the Device Management Console.

• When your own print jobs are held on the printer while the On completion of all my print jobs check box has been selected

If this happens, you are notified as soon as your print job is put on hold. After that, notification is not done even if all the printable jobs are printed.

Clear the On completion of all my print jobs check box, and then do the operation.

• When print jobs other than your own are temporarily stopped while the On errors (all users) check box is not selected

If this happens, you are not notified, even if your print job is completed, when the print jobs of other users are temporarily stopped.

Select the On errors (all users) check box, and then do the operation.