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Color imageRUNNER C2620/C3220 Service Guide

B. Call Escalation Procedure

1. Color imageRUNNER C2620/C3220

Canon USA provides a time sensitive call escalation process for all
authorized Color imageRUNNER C2620/C3220 dealers. The Technical
Support Center is the single point of entry for this process. Once a call
is placed to the Technical Support Center and information is logged into
the call management system, a case number will be assigned to the
call. Every effort is made to resolve the problem during the call. Calls
that cannot be resolved during the initial call and require escalation,
need to follow the process below. The status of all escalated cases can
be viewed via e-Support or by calling the Technical Support Center.

Canon

Color imageRUNNER C2620/C3220

End-User

End-User Contacts Servicing

Dealer

Canon USA

Technical Support Center

1-800-528-2830

Canon USA

Engineering

Status

Modify

Canon USA

Digital Solutions Specialist &

Systems Engineers

Servicing Dealer Contacts Canon

USA TSC

Assistance Required

Update Case

Update Case

Update Case

Color imageRUNNER C2620/C3220 Service Guide

Rev. 1

July 2005 Page 22

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Содержание C2620

Страница 1: ...SERVICE GUIDE CANON U S A INC SYSTEMS TECHNICAL SUPPORT DIVISION Rev 1 ...

Страница 2: ...ACHINE 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 TO REFLECT ENGINEERING REVISIONS Revisions July 2004 Revision 0 July 2005 Revision 1 Clustering Kit A1 Incorporated from the previous Add...

Страница 3: ...itted 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 ...

Страница 4: ... A1 Box Contents Optional 9 D ColorPASS Z3000 Box Contents Optional 10 E imagePASS C1 v 2 Box Contents Optional 10 F Color Network Multi PDL Printer Kit A2 Optional 10 V Service Features 11 A License Management System LMS 11 B Upgrading 12 C Soft Counter 13 D Power and Plug Requirements 13 E Installation Space Requirements 14 F Estimated Installation Time 15 G Consumables 15 H Consumable Parts 16 ...

Страница 5: ...27 J Materials 27 K Authorized Training Provider ATP Course Equipment 28 VIII Service Requirements 28 A Service Recommendation 28 IX Appendix 29 A Specifications 29 B Color imageRUNNER 3200 Series Product Limited Warranty Conditions 34 C Color imageRUNNER C2620 Product Limited Warranty 35 D Canon GPR 11 Drum Unit Limited Warranty 36 E Canon ColorPASS Series Limited Warranty 37 F Acronyms 37 Color ...

Страница 6: ...S section herein for further details Effective July 1 2005 access is limited to the Technical Support Center to certified technicians Please refer to the Technical Support section for more information As an ENERGY STAR Partner Canon U S A Inc has determined that these products meets the Energy Star guidelines for energy efficiency 1 II Design Features A Color imageRUNNER C2620 C3220 Differences Fe...

Страница 7: ...using text intensive Microsoft Office applications and with a relatively low print volume This controller is not appropriate for those using Macintosh operating systems B imagePASS C1 v 2 Optional The imagePASS C1 v 2 is a piggyback print controller suitable when five or more people are sharing the device using primarily Adobe applications with a relatively large print volume requirement C ColorPA...

Страница 8: ...e a Color imageRUNNER C3220 may only be clustered with a Color imageRUNNER C3220 The Clustering Kit requires a dedicated server which is not included with the software purchase Using a dedicated server two Color imageRUNNER C2620 or two Color imageRUNNER C3220 devices and two imagePASS C1 V2 controllers the Clustering Kit software can turn these two devices into what appears as one virtual printer...

Страница 9: ... Clustering Kit will redirect print jobs based on errors and other criteria 2 Software Utilities Command WorkStation v4 2 is a comprehensive print workflow management application designed for monitoring jobs and print queues EFI Hot Folders Software can be installed on any Windows client computer networked to a Clustering Kit server Hot Folders allow the user to store their favorite print options ...

Страница 10: ... one Clustering Kit server Each group must be configured with identical paper handling features Clustering Kit Server 1 Devices per Group 2 Maximum Devices 6 Total Groups 10 I MEAP Expansion Kit Color imageRUNNER C3200 Only The MEAP Expansion Kit option is available only for the Color imageRUNNER C3200 The upgrade kit includes Product Composition Document Merchandise Code Main controller board FRA...

Страница 11: ...ing Automatic Document Feeder K1 3 7763A002AA Note Neither a Platen Cover or DADF is included one or the other must be installed Finisher M1 4 7764A001AA Finisher N1 4 7765A001AA Color imageRUNNER C3220 shown with DADF K1 Saddle Finisher N2 Side Paper Deck P1 Cassette Feeding Unit X1 and Color Image Reader C1 2 Item Numbers and Part Numbers are subject to change due to engineering changes etc 3 Re...

Страница 12: ...220 Only 9856A001AA Densitometer ED 100 for imagePASS C1 v 2 and ColorPASS Z3000 8002A002AA Enhanced DocBuilder Pro 6 v 2 2 1 License User for ColorPASS Z3000 6596A008AA Graphic Arts Feature Set for ColorPASS Z3000 7752A005AA Advanced Controller Interface Kit for ColorPASS Z3000 0364V672 5 Includes 120V Power Supply Kit 6 The DocBuilder Pro additional licenses may be different from those of other ...

Страница 13: ...ch Unit A1 8203A001AA Card Reader D1 6576A001AA Basic Card Set 0500A002AA Copy Card Set 1 0499A004AA Copy Card Set 2 0499A005AA Copy Card Set 3 0499A006AA Option for Color imageRUNNER C3200 Only Canon iR C3200 MEAP Expansion Kit 9751A002AA Supplies GPR 11 Toner Y 7626A001AA GPR 11 Toner M 7627A001AA GPR 11 Toner C 7628A001AA GPR 11 Toner Bk 7629A001AA GPR 11 Drum Unit Y 7622A001AA GPR 11 Toner Car...

Страница 14: ...tray TTP pen 2nd transfer outer roller unit Size plate label Drum cartridge BK Drum cartridge Y Drum cartridge M Drum cartridge Document tray Operators manual Mail Box Guide Operators manual CD ROM Network RUI guide MEAP Administration software CD ROM Legal limitation of color copying label Main unit warranty card Drum warranty card Registration card Installation checklist Opera only EULA JEFIG Op...

Страница 15: ... Doc Warranty Card o Doc Release Notes o Doc Registration Card o Kodak Gray Scale o Doc Installation Guide E imagePASS C1 v 2 Box Contents Optional imagePASS C1 v 2 PS Unit Wire Saddle Power Cord Media Pack 10 Base T Crossover Cable Document for Customers Using Color Printers Open Interface Board Kit Windows XP SP2 Document Screw DSE EULA Document Screw M4 F Color Network Multi PDL Printer Kit A2 ...

Страница 16: ...rate a License Key The LMS Server can be accessed through URL http www canon com lms ir The License Key must be entered into the imageRUNNER control panel to activate the software option Additional Functions System Settings License Registration The main power switch on the imageRUNNER must be recycled to activate the new software A CD ROM or additional hardware is not required for installation The...

Страница 17: ...stalled on a laptop The Service Support Tool program will be available as a download file on e Support and on the System Software CD as a service part High speed transfer is available through a network crossover cable which connects the laptop and the engine to upgrade the firmware and software 2 Laptop Requirements For Upgrading The following are the minimum laptop requirements to perform a flash...

Страница 18: ... be changed 3 229 Copy Full Color Single Color Large On May be changed 4 230 Copy Full Color Single Color Small On May be changed 5 321 Print Full Color Single Color Large On May be changed 6 322 Print Full Color Single Color Small On May be changed Refer to the Service Manual for complete details on the Soft Counter configurations D Power and Plug Requirements The imageRUNNER C2620 C3220 Series r...

Страница 19: ...fer to the Service Manual for complete Installation procedures Main Unit Main Unit with a Finisher M1 and Side Paper Deck P1 Installed Main Unit with Finisher N1 Saddle Finisher N2 and Side Paper Deck P1 Installed Color imageRUNNER C2620 C3220 Service Guide Rev 1 July 2005 Page 14 ...

Страница 20: ...ed to the Color imageRUNNER C3200 prior to upgrading using the MEAP Expansion Kit to a Color imageRUNNER C3220 then the imagePASS C1 V 1 system software must be upgraded to V 2 Without upgrading the system software the imagePASS C1 V 1 will not operate with an upgraded Color imageRUNNER C3200 G Consumables Description Product Number2 Quantity Estimated Yield Life 14 Remarks Toner Black 7629A001AA ...

Страница 21: ...neously or replace the Fixing Unit every 100 000 sheets Fixing Unit FG6 9069 200 1 200 000 Transfer Belt Cleaner FG6 8989 030 1 100 000 Separation Feed Roller Cassette FB6 3406 000 2 120 000 Separation Roller Manual Feed FB5 0873 000 1 120 000 Feed Roller Manual Feed FB1 8581 000 1 120 000 Actual number of pages processed Transfer Belt FB6 2930 000 1 300 000 Primary Transfer Roller FB6 6545 030 4 ...

Страница 22: ... 000 1 250 000 Feed roller FF5 7541 000 1 250 000 Separation roller FB2 7777 020 1 250 000 The number of copies is the total number of sheets used K Finisher N1 Saddle Finisher N2 Consumable Parts Description Part Number 2 Quantity Estimated Times 14 Remarks Stapler FB4 5390 040 1 500 000 Finisher assembly Can be used approximately 5 000 times for one cartridge Stitcher FB3 7860 040 2 100 000 Sadd...

Страница 23: ...t Saddle Finisher N2 only N Periodic Maintenance Items clean Intervals Item 60 000 sheets 120 000 sheets Remarks Printer Unit Delivery vertical path roller cleaning 40 000 sheets DADF K1 Copyboard detecting sensor Registration paper detecting sensor Or one 1 year Pick up roller Separation roller Registration roller Feed roller Reversing roller Feed belt Reverse outlet sensor prism Air brush Feed b...

Страница 24: ... is accessible This dramatically improves the Technical Support Center s ability to help troubleshoot the problem and eliminates any of the guesswork when answering a specific question There are many causes to various problems but by being at the location when calling it takes the speculation out of the troubleshooting process by supplying accurate answers to what the machine application is doing ...

Страница 25: ...ttp www support cusa canon com for all Technicians and Systems Engineers Refer to Technical Training on Page 26 for further details In the event assistance is required by the Dealer the TSC 1 800 528 2830 will provide second level support for Authorized Color imageRUNNER Dealers only A valid Support ID and Color imageRUNNER serial number is required to access the TSC Hardware support is available ...

Страница 26: ...rt information via the Worldwide Web The following functions and information can be accessed Proactive notification of new releases patches Technical Bulletins and other information via e mail Search for technical solutions with the Integrated Knowledge Management System through natural language query Read or download on line documentation Download patches and their Readme files Download Firmware ...

Страница 27: ...y effort is made to resolve the problem during the call Calls that cannot be resolved during the initial call and require escalation need to follow the process below The status of all escalated cases can be viewed via e Support or by calling the Technical Support Center Canon Color imageRUNNER C2620 C3220 End User End User Contacts Servicing Dealer Canon USA Technical Support Center 1 800 528 2830...

Страница 28: ... Activation key provided the dongle serial number is available The TSC is required to go through a series of troubleshooting steps to determine if the dongle is defective The Dealer must be prepared to provide the TSC the dongle serial number version of software and a history of issues with that dongle In the event the dongle is determined to be defective the TSC will issue a ticket number for a r...

Страница 29: ...r to the Color imageRUNNER C3200 Series Limited Warranty or Color imageRUNNER C2620 Product Limited Warranty located in Appendix B No warranty is given on any consumables or consumable parts such as paper toner chemicals or pick up rollers The warranty given for the dongle is covered as a Canon Brand Option under the main unit warranty In the event the dongle is defective follow the escalation pro...

Страница 30: ... parts under the Parts Support program follow these steps 1 Contact the TSC 1 800 528 2830 for assistance to diagnose a defective dongle The Dealer must be prepared to provide the TSC the dongle serial number version of software and a history of issues with that dongle In the event the dongle is determined to be defective the TSC will issue a ticket number for a replacement dongle Obtain a ticket ...

Страница 31: ... No additional training is available for the Clustering Kit C Who Should Attend Field Technicians who are required to support the Color imageRUNNER C3200 product line Technicians servicing the Color imageRUNNER C3200 must have attained at least ONE of the prerequisites listed below D Training Facilities Training is available in each of the Canon regional offices Jamesburg New Jersey Norcross Georg...

Страница 32: ...est I Course Equipment Color imageRUNNER C3200 and related accessories imagePASS C1 V 2 J Materials The materials required for the Color imageRUNNER C3200 Course are listed in the table below Model Accessory Item Part Number2 Service Manual DU7 1127 000 Color imageRUNNER C3220 Parts Catalog DU7 3124 000 Service Manual FY8 13G6 010 DADF K1 Similar to the imageRUNNER 330 DADF B1 Parts Catalog FY8 31...

Страница 33: ...udents for each engine o Instructor one workstation with Windows 2000 Server o Server Novell NetWare 5 Server 4 x is acceptable with a minimum of 10 licenses Applications o Microsoft PowerPoint Instructor Presentations o Media Player For video avi mpg etc playback VIII Service Requirements A Service Recommendation To adequately service the Color imageRUNNER C2620 C3220 Canon USA requires that rese...

Страница 34: ... up Time Approximately 6 minutes maximum after powering on 68ºF 20ºC 6 minutes from sleep mode and 30 seconds from Low Power mode Image Server Memory Standard 1GB RAM 40GB HDD Resolution Up to 600dpi x 600dpi Scanning 2400dpi equivalent x 600dpi Printing Halftone 256 Gradations Copy Exposure Automatic or Manual 9 levels Standard Dual 550 sheet Paper Cassettes 1 100 sheets 20 lb Bond 80gsm Stack By...

Страница 35: ...settes Power Source From Main Unit Dimensions H x W x D Approximately 12 1 4 x 24 3 8 x 27 3 4 312mm x 620mm x 705mm Weight Approximately 67 3 lbs 30 kg 3 Plain Pedestal C1 Optional Plain Pedestal C1 Optional Power Source 120V AC 60 Hz 15A Dimensions H x W x D Approximately 12 1 4 x 24 3 8 x 27 3 4 312mm x 620mm x 705mm Weight Approximately 52 9 lbs 24 kg 4 Side Paper Deck P1 Optional Side Paper D...

Страница 36: ...p Mode STMT R LTR 1 000 sheets LTRR LGL 11 x 17 500 sheets Mixed Sizes 300 sheets Tray Capacity Staple Mode LTR 750 sheets 30 sets LTRR LGL and 11 x 17 500 sheets 30 sets Mixed Sizes 150 sheets 30 sets Maximum Stapling Capacity Up to 50 sheets LTR 30 sheets LTR R LGL 11 x 17 17 lb to 20 lb Bond Acceptable Paper Weights 17 lb bond to 140 lb index Corner Stapling LTR LTR R LGL 11 x 17 Available Stap...

Страница 37: ... 3 8 87mm x 585mm x 543mm Weight Approximately 27 5 lbs 12 5 kg 9 Copy Tray Unit H1 Optional Copy Tray Unit H1 Optional Capacity Up to 250 sheets Dimensions H x W X D Approximately 5 1 4 x 10 x 14 5 8 134mm x 254mm x 371mm Weight Approximately 2 2 lbs 1 0 kg 10 Duplexing Automatic Document Feeder K1 Optional Duplexing Automatic Document Feeder K1 Optional Acceptable Original Sizes 11 x17 LGL LTR L...

Страница 38: ...B minimum 1GB recommended Drive Space 1GB minimum for installation 10GB minimum available for work space CD ROM Drive For software installation Network 10 100Base T auto switching Ethernet card TCP IP enabled Client Systems Requirements OS Windows 2000 or XP Me 98 Windows NT MAC OS X 10 2 8 or later MAC OS 9 or older is not supported RAM 64MB minimum 128MB or higher recommended with 256MB or highe...

Страница 39: ...non which damage the Product or cause abnormally frequent service calls or service problems or e use of the Product with non compatible computers peripheral equipment or software including the use of the Product in any system configuration not recommended in any manual distributed with the Product Nor does this warranty extend to any Product on which the original identification marks or serial num...

Страница 40: ...e the Product or cause abnormally frequent service calls or service problems or e use of the Product with non compatible computers peripheral equipment or software including the use of the Product in any system configuration not recommended in any manual distributed with the Product Nor does this warranty extend to any Product on which the original identification marks or serial numbers have been ...

Страница 41: ...rdance with Canon s service bulletins or d use of supplies or parts other than those distributed by Canon which damage the Drum Unit or cause abnormally frequent service calls or service problems Nor does this warranty extend to any Drum Unit on which the original identification marks or serial numbers have been defaced removed or altered NEITHER CANON NOR ANY AUTHORIZED SERVICE PROVIDER SHALL BE ...

Страница 42: ...L BE VOID AND OF NO FORCE AND EFFECT WITH RESPECT TO ANY SERVER UNIT WHICH IS DAMAGED AS A RESULT OF A ABUSE NEGLECT MISHANDLING ALTERATION ELECTRIC CURRENT FLUCTUATION OR ACCIDENT B IMPROPER USE INCLUDING FAILURE TO FOLLOW OPERATING INSTRUCTIONS OR MAINTENANCE AND ENVIRONMENTAL CONDITIONS PRESCRIBED IN THE USER S GUIDE FOR THE SERVER UNIT C INSTALLATION OR REPAIR BY OTHER THAN SERVICE REPRESENTAT...

Страница 43: ...DC Controller DIMM Dual Inline Memory Module dpi Dots per inch EM Emergency Maintenance EULA End User License Agreement EPROM Erasable Programmable Read Only Memory FRAM Flash Random Access Memory FTP File Transfer Protocol GB Gigabyte gsm Gram Per Squared Meter HDD Hard Disk Drive HxWxD Height x Width x Depth Hz Hertz I F Interface ipm Images per minute IPX Internetwork Packet exchange ITB Interm...

Страница 44: ...uality Assurance RAM Random Access Memory RCON Read Controller rpm Revolutions Per Minute RUI Remote User Interface SDRAM Synchronous Dynamic Random Access Memory SMB Server Message Block SOPM Scan Once Print Many STMT Statement TFT Thin Film Transistor Liquid Crystal Display LCD technology TIFF Tagged Image File Format V Volt W Watt WARP Warranty Administration Reduction Program Color imageRUNNER...

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