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Canon imageCLASS MF200 Series, Service Manual

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Canon imageCLASS MF200 Series Service Manual Download Page 33

imageCLASS MF200 Series Service Guide for Authorized Servicers

imageCLASS MF200 Series Service Guide for Authorized Servicers

August 2014

Page 28

C. Call Escalation Procedure

Canon USA provides a time-sensitive call escalation process for all
imageCLASS MF200 Series Authorized Servicers. The CITS help desk is the
single point of entry for this process. Once a call is placed to the CITS help
desk and information is logged into the call management system, a case
number is assigned to the call. Every effort is made to resolve the problem
during the call. For problems that cannot be resolved during the initial call and
require escalation, follow the process below.

Figure 6 — Call Escalation Procedure Flow Chart

Canon

imageCLASS MF200 Series

End-User

Canon’s

Authorized Servicer

Assistance Required

by the End-User

CITS Refers the End-User

to the Authorized Servicer

Assistance Required

by the Authorized Servicer

Canon USA

Engineering

CITS

1-877-277-7043

Resolved

Resolved

CITS

1-800-OK-CANON (652-2666)

Exchange Service

Requested

Summary of Contents for imageCLASS MF200 Series

Page 1: ...S Se er rv vi ic ce e G Gu ui id de e For Authorized Servicers ...

Page 2: ...Web site http www cna cusa canon com IMPORTANT THIS SERVICE GUIDE INCLUDES THE INFORMATION RELATING TO THE imageCLASS MF200 Series 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 L...

Page 3: ...ned 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 SUPPLI...

Page 4: ...s 13 G Consumable Parts 13 H Periodic Replacement Parts 13 I Firmware Upgrade 14 J Computer Requirements for Downloading Firmware 14 VI End User Customer Service Offerings 15 A Monthly Copy Print Volume 15 B Limited Warranty Support 15 C Technical Support for the End User 16 1 Carry In Service 16 2 Exchange Service 17 3 Internet Support 18 D Post Warranty Support 19 1 CarePAK Extended Service Plan...

Page 5: ... X Parts Support 35 A Parts and Service Material Orders 35 1 Canon Network Access 35 2 Parts Order Desk 36 B Parts Order Entry 37 1 Regular Orders 37 2 Rush Orders 37 C Parts Information Parts Price List Download 37 D Parts Discontinuation Schedule Information 37 E Order Invoice Inquiry 38 F Parts Return Process 38 XI Appendix 39 A Specifications 39 B Warranty 44 1 imageCLASS Series Exchange Carry...

Page 6: ... ppm 2 Quick first print time in approximately 6 seconds Duplex functions imageCLASS MF229dw Duplex Print Copy Scan Fax imageCLASS MF227dw Duplex Print Only imageCLASS MF216n and imageCLASS MF212w Not available 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 wit...

Page 7: ...na cusa canon com for the most up to date item numbers Table 1 Configuration Item Item Number 3 imageCLASS MF229dw imageCLASS MF229dw 9540B009AA imageCLASS MF227dw 9540B013AA imageCLASS MF216n 9540B043AA imageCLASS MF212w 9540B056AA Supplies and Consumables Cartridge 137 Yields approximately 2 400 pages LTR with the factory default print density setting 9435B001AA Service Materials and Parts Catal...

Page 8: ...707B038AA 2 Year Exchange Carry In 5707B039AA 3 Year Exchange Carry In 5707B040AA 4 Year Exchange Carry In 5707B041AA imageCLASS MF229dw and MF227dw 2E 1 Year Exchange Carry In 5707B042AA 2 Year Exchange Carry In 5707B043AA 3 Year Exchange Carry In 5707B044AA 4 Year Exchange Carry In 5707B045AA 3 Item numbers and part numbers are subject to change without notice B Box Contents Note The box content...

Page 9: ...geCLASS MF200 Series The imageCLASS MF200 Series 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 MF200 Series machines must successfully complete the imageCLASS MF200 Series online course and pass the certification exam to receive technical support a...

Page 10: ...ake this training course and complete the assessment exam E Course Equipment Windows workstation with audio and access to the Training section of the e Support Center Web site Flash enabled Web browser preferably Microsoft Internet Explorer It is necessary to enable file downloads in Internet Explorer to download the documents supplied within the course Internet Explorer 8 disables the file downlo...

Page 11: ...er and Plug Requirements NEMA 5 15 Receptacle B Installation Space Requirements The imageCLASS MF200 Series approximate installation space requirements are shown below Always ensure that there is enough space for the service and operation of the device Keep the back and sides of the machine at least 4 100 mm away from a wall for the proper servicing of the equipment imageCLASS Model Width Depth He...

Page 12: ...de for Authorized Servicers imageCLASS MF200 Series Service Guide for Authorized Servicers August 2014 Page 7 Table 4 imageCLASS MF229dw Installation Space Requirements imageCLASS MF229dw Width and Depth Requirements Height Requirements ...

Page 13: ...de for Authorized Servicers imageCLASS MF200 Series Service Guide for Authorized Servicers August 2014 Page 8 Table 5 imageCLASS MF227dw Installation Space Requirements imageCLASS MF227dw Width and Depth Requirements Height Requirements ...

Page 14: ...ide for Authorized Servicers imageCLASS MF200 Series Service Guide for Authorized Servicers August 2014 Page 9 Table 6 imageCLASS MF216n Installation Space Requirements imageCLASS MF216n Width and Depth Requirements Height Requirements ...

Page 15: ...ide for Authorized Servicers imageCLASS MF200 Series Service Guide for Authorized Servicers August 2014 Page 10 Table 7 imageCLASS MF212w Installation Space Requirements imageCLASS MF212w Width and Depth Requirements Height Requirements ...

Page 16: ...mately 2 0 minutes D Notes on the Wireless LAN The imageCLASS MF229dw MF227dw and MF212w must be kept within approximately 164 50 m from the wireless Local Area Network router or access point Obstacles such as walls and floors can reduce the effective range resulting in deterioration of communications Avoid obstacles between the machine and the wireless Local Area Network router or access point Mi...

Page 17: ... pressure Philips Screwdriver CK 0101 M4 M5 length 363 mm CK 0104 M3 M4 length 155 mm CK 0105 M4 M5 length 191 mm CK 0106 M4 M5 length 85 mm Flat Blade Screwdriver CK 0111 Precision Slot Head Screwdriver CK 0114 Six piece set Hex Key Wrench Set CK 0151 Five piece set Smooth File CK 0161 Hex Screwdriver CK 0170 M4 length 107 mm Nipper CK 0201 Long Nose Pliers CK 0202 Pliers CK 0203 Stop Ring Pliers...

Page 18: ...e reused Such consumables include but are not limited to paper and toner A number of factors are considered to determine the approximate yield expectancy of a consumable item including paper size and the amount of coverage per page Note All consumables shown in the table below are estimates for reference purposes only and are subject to change without notice Table 10 Main Unit Consumables List Des...

Page 19: ...d firmware are included in the firmware package download from Canon USA s public Web site J Computer Requirements for Downloading Firmware The recommended desktop PC or laptop requirements 5 to download the firmware are CPU Celeron 400 MHz or higher 32 bit processor only Memory 32 MB of RAM or more Free HDD Capacity 100 MB or more of available hard disk space High Speed USB 2 0 recommended or 1 1 ...

Page 20: ...reater volume on a consistent monthly basis Table 11 Monthly Copy Print Volume Model Optimum Performance Range Maximum Monthly Print Volume imageCLASS MF229dw and imageCLASS MF227dw 750 to 3 000 prints Up to 10 000 prints imageCLASS MF216n and imageCLASS MF212w 500 to 2 000 prints Up to 8 000 prints B Limited Warranty Support The Canon imageCLASS MF200 Series Limited Warranties are effective for a...

Page 21: ...ing fails to resolve a problem CITS either provides the end user with the contact information of the nearest third party service provider for Carry In Service or processes an Exchange Service Note The CITS help desk times may change without notice The CITS help desk only diagnoses problems with your machine 1 Carry In Service Carry In Service provides the end user with an Authorized Servicer of re...

Page 22: ...provide the CITS help desk with the following information Product serial number A ship to location for the replacement product Canon USA will ship a replacement product to the end user by the next business day two 2 business days Exchange Service for Alaska and Hawaii provided the request is made prior to 4 P M EST Monday through Friday except for holidays The replacement product includes a prepai...

Page 23: ...ble via the Canon USA consumer Web site http consumer usa canon com The end user can access print drivers software downloads FAQs Frequently Asked Questions register their product review promotions and research products Information for technical support by telephone e mail and third party service provider locations is also available on the consumer Web site Figure 1 Canon USA s Consumer Web Site ...

Page 24: ... customer to extend the service coverage on their Canon product beyond the one 1 year limited warranty They provide the customer toll free telephone support and if needed Exchange Service for their Canon product for the duration of the extended coverage A customer can purchase a 1 to 4 year extended coverage plan for a total of 5 years of coverage Note CarePAK coverage cannot be extended beyond th...

Page 25: ...ctions to complete the purchase Note During the online purchase process the end user is prompted to enter their e mail address Once the end user completes their purchase they are sent a CarePAK registration number also called an Enrollment Number via an e mail message with a link to the registration site The end user must purchase and register their Virtual CarePAK within the manufacturer s warran...

Page 26: ...sters each eCarePAK and provides the customer with the terms and conditions that pertain to their purchased eCarePAK Extended Service Plan via U S Mail Note Any questions on eCarePAKs should be asked via e mail message to ecarepak_support cusa canon com 2 Time and Material Service If a customer calls CITS for service after the product warranty has expired and an Extended Service Plan was not purch...

Page 27: ...anon USA s Engineering Services and Solutions Division s Business Relations and Administration department is available to answer questions regarding the Authorized Servicer program The Business Relations and Administration department can be contacted at 1 631 330 2335 Monday through Friday 9 A M to 5 P M EST A Authorized Servicer Customer Registration System The ASCR system is used to link the cus...

Page 28: ...upport model where CITS dispatches via end user referral an ASF for Carry In Service or provides the end user with an Exchange Service Note Do not enter a serial number for any products that you cannot service By entering the customer s product s serial number you agree to be dispatched by CITS if a registered customer contacts CITS and requires service C Replacement Inventory The Authorized Servi...

Page 29: ... p 23 B Internet Support 1 Canon USA s e Support Center Web Site The e Support Center Web site available from Canon USA s Engineering Services and Solutions Division provides high quality support via the Internet This is only available for Canon USA s Authorized Servicing Dealers or Authorized Servicer s Canon USA s e Support Center Web site is designed to give Authorized Servicers access to the f...

Page 30: ...ne support for Authorized Servicers you must first register for an e Support ID number To register for an e Support ID go to the Canon USA e Support Center Web site at http www support cusa canon com Click the REGISTER button and follow the instructions This service is available at no additional charge to all authorized dealers Figure 2 e Support Center Login ...

Page 31: ...Canon USA s ISG Central Web Site Complete Service Guide versions are available on Canon USA s ISG Central Web site http isgcentral cusa canon com Access is limited to an Authorized Dealer s management staff Contact your Dealer Administrator to request access to the Engineering Services and Solutions section of ISG Central Figure 3 ISG Central Login ...

Page 32: ...Servicers August 2014 Page 27 After the dealer logs on to the ISG Central Web site select Engineering Services Solutions to access the Service Guides area of the Web site as shown below Figure 4 ISG Central Engineering Services Solutions Web Page Figure 5 ISG Central Engineering Services Solutions Service Guides Area ...

Page 33: ... is logged into the call management system a case number is assigned to the call Every effort is made to resolve the problem during the call For problems that cannot be resolved during the initial call and require escalation follow the process below Figure 6 Call Escalation Procedure Flow Chart Canon imageCLASS MF200 Series End User Canon s Authorized Servicer Assistance Required by the End User C...

Page 34: ...n electronic limited warranty claim form that is completed online printed out and accompanied by the original defective part or defective toner assembly that is being returned to the Warranty section for warranty compensation The e Tag warranty claim form can be accessed in the Warranty section of the e Support Center Web site at http www support cusa canon com Figure 7 e Support e Tag ...

Page 35: ... handwritten or computer generated and must include the following information Dealer Name Part Description Machine s Installation Date Date Part Was Removed Machine s Serial Number Machine Copy Count Part Number Reason for Removal Work Performed Highlight Current Service Call For defective toner assemblies ship the toner assembly to the address provided on the bottom of the e Tag warranty claim fo...

Page 36: ...y Credit Inquiry The Online Warranty Credit Inquiry enables your dealership to check download and print the details of your e Tag credits on the CNA Canon Network Access Web site To view your e Tag warranty claim credits online log on to the ISG Central Web site at http www isgcentral cusa canon com and select Canon Network Access CNA as shown below Figure 9 ISG Central ...

Page 37: ...ure 11 CNA Warranty Credit Inquiry To check the status of the e Tag warranty claims already submitted Go to the e Tag Warranty Claim Console as shown at the bottom of the screen shot in Figure 8 e Support e Tag Claim Console This console enables you to check the status of your claims To view the details of the e Tag limited warranty claim form double click any record Note e Tag warranty claims are...

Page 38: ...s not been selected Help desk support is managed by CITS to dispatch the Authorized Servicer of record To obtain reimbursement for service delivered during the end user warranty you must be dispatched by CITS For this to occur the end user must contact CITS first to attempt all user performed service remedies If these remedies do not resolve the problem the Authorized Servicer of record is dispatc...

Page 39: ... of 30 00 is issued to a service provider for each product serial number they choose to support in this manner The ASCR process allows the service provider to select this option and it is incumbent on the service provider to provide service support that is consistent with commercially acceptable standards In cases where the service provider accepts the flat rate payment but does not provide servic...

Page 40: ...have direct access to CNA log on to the CNA Web site via http www cna cusa canon com However you can also access CNA through Canon USA s ISG Central Web site and access the CNA section via the Canon Network Access CNA tab All Authorized Servicers are recommended to submit their parts purchase orders electronically via CNA The Authorized Servicer is responsible for all shipping costs related to the...

Page 41: ...nload parts information and the parts price list View the parts discontinuation schedule information Inquire about orders and invoices The CNA Web site is accessible 24 hours a day and 7 days a week 2 Parts Order Desk Authorized Servicers without access to the CNA Web site must contact the Canon Parts Order Desk at 1 866 481 2569 The Authorized Servicer is responsible for all shipping costs relate...

Page 42: ...rders placed through CNA are confirmed via an e mail message C Parts Information Parts Price List Download All parts information for active parts are made available on the CNA Web site under the Parts Information link Downloadable files by model and product are also available under the Parts Information link Note Authorized Servicers without access to the CNA Web site must contact the Canon Parts ...

Page 43: ... e mail message to canonparts cusa canon com Note New Accounts are not available on the CNA Web site Authorized Servicers without access to the CNA Web site should contact the Canon Parts Order Desk at 1 866 481 2569 for order and invoice inquiries Figure 14 Canon Network Access F Parts Return Process The parts return process is available on the CNA Web site under Forms and then select Parts Retur...

Page 44: ...ult print density setting Cartridge Type Single cartridge system Maximum Monthly Print Volume imageCLASS MF229dw MF227dw Up to 10 000 prints imageCLASS MF216n MF212w Up to 8 000 prints Power Requirements 110V 127V AC 50 60 Hz 15 A Plug NEMA 5 15 Power Consumption Maximum Duplex Model Approximately 1 220 W Simplex Model Approximately 1 190 W Standby Mode Duplex Model Approximately 5 8 W Simplex Mod...

Page 45: ... PSK TKIP AES WPA2 PSK AES and 802 1x LEAP EAP FAST PEAP EAP TLS EAP TTLS 1 Wireless performance may vary depending on terrain and distance between the printer and wireless network clients Table 14 Connectivity and Software Specifications Item Description Standard Interfaces USB 2 0 High Speed A USB cable is not included 10 100 Base TX Ethernet Network Wi Fi IEEE802 11g IEEE802 11b IEEE 802 11n im...

Page 46: ...to Copy Memory 256 MB Shared Table 16 Print Specifications Item Description Type Monochrome Laser Print Speed 7 LTR Plain Paper Simplex imageCLASS MF229dw MF227dw Up to 28 ppm pages per minute imageCLASS MF216n MF212w Up to 24 ppm Duplex imageCLASS MF229dw MF227dw Only Up to 16 ppm First Print Time 9 Approximately 6 seconds Printer Language Canon UFR II LT Host based Print Resolution Up to 600 x 6...

Page 47: ... Up to 8 1 2 x 11 3 4 ADF Up to 8 1 2 x 14 LGL Driver TWAIN WIA Windows Image Acquisition 1 0 Windows XP WIA 2 0 Windows Vista 7 8 and 8 1 ICA Image Capture Application Mac OS X 10 6 x or later Table 18 Paper Handling Specifications Item Description Paper Source Capacity Paper Cassette 250 sheet capacity 10 Multipurpose Tray 1 sheet capacity Document Feeder imageCLASS MF229dw Up to 50 sheets Duple...

Page 48: ...eception Maximum number of fax jobs that can be sent from memory 10 Maximum number of fax jobs that can be received into memory 90 Dialing 4 One Touch Key destinations 100 Coded Dialing destinations 103 Group Dialing destinations Address Book Dialing Regular Dialing with the numeric keys Automatic Redialing Manual Redialing and 114 Sequential Broadcast destinations Reports Send Results Transmissio...

Page 49: ...S MF200 Series Service Guide for Authorized Servicers imageCLASS MF200 Series Service Guide for Authorized Servicers August 2014 Page 44 B Warranty 1 imageCLASS Series Exchange Carry In Product Limited Warranty ...

Page 50: ...imageCLASS MF200 Series Service Guide for Authorized Servicers imageCLASS MF200 Series Service Guide for Authorized Servicers August 2014 Page 45 2 Canon Toner Cartridge Limited Warranty ...

Page 51: ... 13 Wi Fi Specifications imageCLASS MF229dw MF227dw and MF212w 40 Table 14 Connectivity and Software Specifications 40 Table 15 Copy Specifications 41 Table 16 Print Specifications 41 Table 17 Scan Specifications 42 Table 18 Paper Handling Specifications 42 Table 19 Fax Specifications 43 D List of Figures Figure 1 Canon USA s Consumer Web Site 18 Figure 2 e Support Center Login 25 Figure 3 ISG Cen...

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