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imageCLASS MF410dw Series Service Guide for AS

April 2016

Page 26

VIII. Authorized Servicer Support Offerings

A. Authorized Servicer Support

Authorized Servicers can contact CITS technical support at 1-877-277-7043,

Monday through Friday, 8 A.M. to 8 P.M. (EST), except for holidays. Before

contacting CITS, a technician must exhaust all other resources, including the

service manual, and the

e-Support Center

Web site for technical publications,

and their internal service support infrastructure.

IMPORTANT:

Your customer’s product serial numbers must be registered to

your service organization using the ASCR system to ensure that your

customers remain associated with your service organization only. See

“ASCR

Registration Process,”

on p. 25.

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 Servicers.

Canon USA’s

e-Support Center

Web site is designed to give Authorized

Servicers access to the following technical support information:

•

Notification of new releases, patches, technical publications, and other

information via e-mail.

•

Search capability for technical solutions with the Integrated Knowledge

Management System using natural language queries.

•

Read or download online documentation.

•

Download patches and their Readme files.

•

Track and modify logged cases.

•

Review all open cases.

•

Technical information, the warranty e-Tag system, and training

information.

For more information on how to access the Warranty section of the

e-Support Center Web site, or how to file a claim, see

“Warranty

Procedures,”

on p. 31.

Содержание imageCLASS MF414dw

Страница 1: ...Service Guide For Authorized Servicers ...

Страница 2: ...cna cusa canon com IMPORTANT THIS SERVICE GUIDE INCLUDES THE INFORMATION RELATING TO THE imageCLASS MF410dw 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 LISTED ARE SUBJEC...

Страница 3: ...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 AUTHO...

Страница 4: ...grading via the Internet 14 F Service Support Tools and Oils 15 G Cleaning 16 H Periodic Replacement Parts 16 I Consumables 17 J Consumable Parts 18 K Soft Counters imageCLASS MF419dw Only 19 VI Limited Warranty and Technical Support 20 A Limited Warranty Conditions 20 B Technical Support for the End User 20 1 Carry In Service 21 2 Exchange Service 21 3 Internet Support 22 C eCarePAK Extended Serv...

Страница 5: ... 37 A Parts and Service Material Orders 37 1 Canon Network Access 37 2 Parts Order Desk 38 B Parts Order Entry 39 1 Regular Orders 39 2 Rush Orders 39 C Parts Information Parts Price List Download 39 D Parts Discontinuation Schedule Information 39 E Order Invoice Inquiry 40 F Parts Return Process 40 XI Appendix 41 A Specifications 41 B Warranty 48 1 imageCLASS MF410dw Series Exchange Carry In Limi...

Страница 6: ...ay with a capacity of up to 50 sheets LTR 20 lb bond 80 g m2 There is also an optional paper cassette with a capacity of up to 500 sheets available for a total capacity of approximately 800 sheets The imageCLASS MF419dw has a standard front loading paper cassette with a capacity of up to 500 sheets and a multi purpose tray with a capacity of up to 50 sheets LTR 20 lb bond 80 g m2 There is also an ...

Страница 7: ...w 0291C020AA imageCLASS MF416dw 0291C018AA imageCLASS MF419dw 0291C006AA Supplies and Consumables Cartridge 119 Yields approximately 2 100 pages LTR with the factory default print density setting 3479B001AA Cartridge 119II Yields approximately 6 400 pages LTR with the factory default print density setting 3480B001AA Optional Hardware Accessories Paper Feeder Unit PF 44 For the MF414dw and MF416dw ...

Страница 8: ...MF414dw 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 imageCLASS MF416dw 3E 1 Year Exchange Carry In 5707B046AA 2 Year Exchange Carry In 5707B047AA 3 Year Exchange Carry In 5707B048AA 4 Year Exchange Carry In 5707B049AA imageCLASS MF419dw 4E 1 Year Exchange Carry In 5707B050AA 2 Year Exchange Carry...

Страница 9: ...nstruction Sheet French Label French Label Information for Mac Compatible US Information for Mac Compatible US Notice for System Management ID C Monthly Print Volume The optimum performance range is the volume range that the equipment is intended to run on a regular basis to maintain a high level of performance and print copy quality The maximum monthly print volume is the maximum number of pages ...

Страница 10: ...cts The imageCLASS MF410dw Series and D1500 Series online training course is available via the TRAINING section of the e Support Center Web site B Certification The successful completion of the imageCLASS MF410dw Series and D1500 Series training course and passing of the final assessment exam are required to sell and service this product Certification includes the following models imageCLASS MF414...

Страница 11: ...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 E Course Format The imageCLASS MF410dw and D1500 Series online training course is a self paced course It covers the differences between this series and its predecessors MF410dw Series the ...

Страница 12: ... 8 the file download option is disabled by default To enable file downloading in Internet Explorer 8 follow these steps 1 Open Internet Explorer and select the Tools menu 2 Select Internet Options 3 Select the Security tab 4 Select Custom level 5 Scroll down the Security Settings list until the Downloads section is displayed then and select the Enable radio button under Automatic prompting for fil...

Страница 13: ...icing Notes A Power and Plug Requirements The imageCLASS MF410dw Series devices require a NEMA 5 15 receptacle for proper operation Before installation confirm that a proper NEMA receptacle is available for this device It is not necessary to have a dedicated line Table 4 Power and Plug Requirements NEMA 5 15 Receptacle ...

Страница 14: ...e Requirements The approximate installation space requirements for the imageCLASS MF410dw Series machines are shown below Always ensure that there is enough space for the service and operation of the device Table 5 imageCLASS MF419dw Installation Space Requirements imageCLASS MF419dw Width and Depth Requirements Height Requirements ...

Страница 15: ...imageCLASS MF410dw Series Service Guide for AS imageCLASS MF410dw Series Service Guide for AS April 2016 Page 10 imageCLASS MF419dw with the Optional Cassette Feeding Unit U1 Attached ...

Страница 16: ...ce Guide for AS imageCLASS MF410dw Series Service Guide for AS April 2016 Page 11 Table 6 imageCLASS MF416dw and MF414dw Installation Space Requirements imageCLASS MF416dw and MF414dw Width and Depth Requirements Height Requirements ...

Страница 17: ...imageCLASS MF410dw Series Service Guide for AS imageCLASS MF410dw Series Service Guide for AS April 2016 Page 12 imageCLASS MF414dw or MF416dw with the Optional Paper Feeder Unit PF 44 Attached ...

Страница 18: ...d MF416dw only 1 1 minutes Cassette Feeding Unit U1 For the imageCLASS MF419dw only 7 minutes D Notes on the Wireless LAN The imageCLASS MF410dw Series machines are designed for indoor use and must be kept at a close distance approximately 16 4 5 m from an access point It is recommended to check if masking is found Communications between walls and floors can deteriorate therefore arrange for the p...

Страница 19: ...pgraded firmware Only the Engine Controller PCB can be upgraded using the UST The UST and firmware are included in the firmware package download from the Canon USA public Web site 2 Upgrading via the Internet The imageCLASS MF410 Series firmware can be upgraded without the use of an external PC IMPORTANT To upgrade the firmware via Internet the Serial Number of the machine must be written on the M...

Страница 20: ...ce Manual Table 8 Special Tools List Description Appearance Part Number 3 Remarks Digital Multimeter FY9 2002 000 Used for electrical checks and adjustment of laser power 3 Part numbers are subject to change without notice Table 9 Oils Type Uses Remarks Alcohol Cleaning plastic rubber metal oil stains and toner stains Keep away from flammable materials Purchase locally Substitute IPA Isopropyl Alc...

Страница 21: ...vided in the imageCLASS MF414dw and MF416dw Service Manual or imageCLASS MF419dw Service Manual Table 10 Parts That Require Cleaning Part Cleaning Procedure Scanning Area Clean with Oil Glass Cleaner FY9 6020 and a lint free cloth Copy Board Glass Clean with a dry lint free cloth Cassette Pick Up Roller Transfer Guide Unit Media Feed Belt Media Feed Guide Unit Fixing Inlet Guide IMPORTANT Please D...

Страница 22: ...ectancy 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 11 Main Unit Consumables List Description Part Number 3 Quantity Estimated Life prints 4 Remarks Cartridge 119 3479B001AA 1 2 100 Based on the ISO IEC standard Cartridge 119II 348...

Страница 23: ...directly related to usage factors such as paper size paper quality environment usage application and machine maintenance Therefore consumable parts do not have a warranty and Canon USA cannot guarantee a minimum life Note All consumable parts shown in the table below are for reference purposes only and are subject to change without notice Table 12 Main Unit Consumable Parts List Description Part N...

Страница 24: ... on the soft counter configurations see the imageCLASS MF419dw Service Manual Specifically refer to the Service Mode section of the Service Manual that covers the setting under COPIER OPTION USER TNRB SW Table 13 Soft Counter Configuration Counter Description Default Display Default Switch 1 101 Total 1 On Fixed 2 201 Copy Total 1 On May be changed via Service Mode setting to any available counter...

Страница 25: ... Appendix B Technical Support for the End User The first technical support call from the end user is handled by CITS Canon Information Technology Services The CITS help desk at 1 800 OK CANON 652 2666 is available Monday through Friday 8 A M to 8 P M EST Eastern Standard Time except for holidays The CITS help desk provides the following support Answers product related questions Assists the end use...

Страница 26: ...the ASF to schedule a repair 2 Exchange Service The Exchange Service option enables Canon USA to ship the end user a replacement product for the defective product CITS will help the end user over the telephone to diagnose any problems with the machine first If telephone based troubleshooting fails to resolve the problem and Exchange Service is requested the CITS help desk issues the end user a Ret...

Страница 27: ...ia the Canon USA consumer Web site http www usa canon com support 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 AS locations is also available on the consumer Web site Figure 1 Canon USA s Consumer Web Site ...

Страница 28: ...sed during the product warranty period and goes into effect on the day the original warranty expires The eCarePAK Extended Service Plan does not include coverage for any consumables such as paper Reimbursement to the AS during the eCarePAK Extended Service Plan is through the e Tag system See e Tag on p 31 1 Purchasing an eCarePAK Extended Service Plan A customer end user can purchase an eCarePAK ...

Страница 29: ... USA s Engineering Services and Solutions Division s Planning and Business Support department is available to answer questions about the Authorized Servicer program The Warranty Control 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 customer s product s serial number to th...

Страница 30: ...rectly to your organization Products not registered with the ASCR registration process default to a support 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 serial number you agree to be dispatched by CITS if a ...

Страница 31: ...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 Servicers Canon USA s e Support Center Web site is designed to give Authorized Servicers access to the following technical...

Страница 32: ...uthorized 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 ...

Страница 33: ...entral 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 ...

Страница 34: ...2016 Page 29 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 ...

Страница 35: ...stem 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 imageCLASS MF410dw Series End User Canon s Authorized Servicer Assistance Required by the End User CITS Refers the End User to the Authorized ...

Страница 36: ...ited 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 ...

Страница 37: ...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 form accompanied b...

Страница 38: ...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 ...

Страница 39: ...nty 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 connected to th...

Страница 40: ... support is managed by CITS to dispatch the Authorized Servicer of record To obtain reimbursement for service delivered during the end user warranty Authorized Servicer of record 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 dispatched...

Страница 41: ...ed 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 service support to the ...

Страница 42: ...ss 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 their order Figure ...

Страница 43: ...rmation 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 related to their order...

Страница 44: ...ugh 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 Order Desk at 1 8...

Страница 45: ...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 Return Request Applic...

Страница 46: ...and 25 Minimum Maximum Paper Size Up to 8 1 2 x 14 Legal Maximum Number of Copies Approximately 999 copies Duplex Print Yes Automatic Print Modes Toner Saver Booklet Poster Page Composer and Watermark Copy Modes Frame Erase Memory Sort 2 on 1 4 on 1 and ID Card Copy Print and Copy Memory Up to 1 GB Shared Direct Print from USB JPEG TIFF PDF formats Mobile Print Canon Print Business App Apple AirPr...

Страница 47: ...5 x 17 75 x 18 6 604 mm x 450 mm x 472 mm Approximately 22 4 x 15 4 x 18 6 567 mm x 390 mm x 472 mm Weight Without Cartridge Approximately 45 4 lb 20 kg Approximately 40 6 lb 18 kg With Cartridge Approximately 47 2 lb 21 4 kg Approximately 42 3 lb 19 kg Table 15 Scanner Specifications Item Specifications MF419dw MF416dw and MF414dw Type Color Scanner Maximum Scan Size Platen Glass Up to 8 1 2 x 14...

Страница 48: ...imately 16 lb bond to 60 lb cover 60 to 163 g m 2 Media Sizes Paper Cassette Letter Legal Executive Statement Gov t Letter Gov t Legal 3 x 5 Envelopes COM10 Monarch C5 DL and Custom Width 4 1 8 to 8 1 2 Length 5 7 8 to 14 Multipurpose Tray Letter Legal Executive Statement Gov t Letter Gov t Legal 3 x 5 Envelopes COM10 Monarch C5 DL and Custom Width 3 to 8 1 2 Length 5 to 14 Media Types Paper Casse...

Страница 49: ...32 lb bond 60 to 128 g m 2 Paper Sizes Letter Legal Executive Dimensions W x D x H 15 4 x 17 4 x 5 4 390 mm x 441 mm x 135 7 mm Weight Approximately 9 0 lb 4 1 kg Table 18 Cassette Feeding Unit U1 Optional for the MF419dw Only Specifications Item Specifications Paper Capacity 500 sheets Power Supply From the main unit Paper Weight Approximately 16 to 34 lb bond 60 to 128 g m 2 Paper Sizes Letter L...

Страница 50: ...B Functions Print imageCLASS MF419dw only Network Functions Print Embedded Web Server Yes Remote UI Web Browser Support for Remote UI Internet Explorer 7 0 or higher on Windows Vista 7 8 higher Safari 3 2 1 or higher on Mac OS X 10 5 8 higher except for Classic environment Print Protocols LPD IPv4 IPv6 RAW IPv4 IPv6 WSD Print IPv4 IPv6 Bundled Software Canon Printer Driver e Manual Wireless Setup ...

Страница 51: ...6 Total pages of transmission reception Maximum number of fax jobs that can be sent from memory 30 Maximum number of fax jobs that can be received into memory 90 Dialing Favorites 19 destinations Coded Dialing 281 destinations Group Dialing 299 destinations Address Book Dialing Regular Dialing with the numeric keys Automatic Redialing Manual Redialing and Sequential Broadcast 310 destinations Repo...

Страница 52: ... later with Samba 2 2 or later Interface 1 000Base T 100Base TX 10Base T Color Mode E Mail Color B W I Fax B W Input Image Type Text Text Photo Photo Paper Size Letter Legal Statement Table 22 Shared Folders and FTP Server Specifications Item Specifications Communication Protocol SMB TCP IP FTP Data Format PDF PDF Compact PDF Compact OCR PDF OCR JPEG TIFF Resolution JPEG 300 dpi TIFF 300 dpi MMR C...

Страница 53: ...imageCLASS MF410dw Series Service Guide for AS imageCLASS MF410dw Series Service Guide for AS April 2016 Page 48 B Warranty 1 imageCLASS MF410dw Series Exchange Carry In Limited Warranty ...

Страница 54: ...imageCLASS MF410dw Series Service Guide for AS imageCLASS MF410dw Series Service Guide for AS April 2016 Page 49 2 Canon Toner Cartridge Limited Warranty ...

Страница 55: ...Handling Specifications 43 Table 17 Paper Feeder Unit PF 44 Optional for the MF414dw and MF416dw Only Specifications 44 Table 18 Cassette Feeding Unit U1 Optional for the MF419dw Only Specifications 44 Table 19 Connectivity Wi Fi and Software Specifications 45 Table 20 Fax Specifications 46 Table 21 E Mail and I Fax Specifications 47 Table 22 Shared Folders and FTP Server Specifications 47 D List ...

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