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imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers

imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers

June 2013

Page 25

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 t and their internal service support infrastructure.

Important:

Your customer’s product’s 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. S ee

Registration Process,”

on p. 24.

B. Internet Support

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

T 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 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, s ee

on p. 30.

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Содержание imageCLASS MF4800 Series

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

Страница 2: ...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...

Страница 3: ...tions 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 NO...

Страница 4: ... 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...

Страница 5: ...g 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 Ex...

Страница 6: ... MF4880dw up to 26 ppm 2 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 loadi...

Страница 7: ... 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 ...

Страница 8: ...d 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 4 6521A105AA imageCLASS MF4880dw Virtual CarePAK 2 Year Exchange Carry In 6521A106AA imageCLASS MF4770n ...

Страница 9: ...d 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 ...

Страница 10: ...eCLASS 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 th...

Страница 11: ... by the student beforehand to effectively take 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 I...

Страница 12: ...ecessary to have a dedicated line Table 3 Power and Plug Requirements NEMA 5 15 Receptacle B Installation Space Requirements The imageCLASS MF4890dw MF4880dw MF4770n 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 ...

Страница 13: ...de for Authorized Servicers imageCLASS MF4890dw MF4880dw MF4770n Service Guide for Authorized Servicers June 2013 Page 8 Table 4 imageCLASS MF4890dw Installation Space Requirements imageCLASS MF4890dw Width and Depth Requirements Height Requirements ...

Страница 14: ...de for Authorized Servicers imageCLASS MF4890dw MF4880dw MF4770n Service Guide for Authorized Servicers June 2013 Page 9 Table 5 imageCLASS MF4880dw Installation Space Requirements imageCLASS MF4880dw Width and Depth Requirements Height Requirements ...

Страница 15: ...ide for Authorized Servicers imageCLASS MF4890dw MF4880dw MF4770n Service Guide for Authorized Servicers June 2013 Page 10 Table 6 imageCLASS MF4770n Installation Space Requirements imageCLASS MF4770n Width and Depth Requirements Height Requirements ...

Страница 16: ...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 Microwaves and refrigerators may cause interference if the machine or wireless Local Area Network router or access point is installed nearby Keep the machine wireless Local Area Network router or access point away from mic...

Страница 17: ...r cassette s spring 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 02...

Страница 18: ...machine A diagram of the inside of the machine with the location of the parts in the table below is provided in the imageCLASS MF4890dw MF4880dw MF4770n D530 FAXPHONE L190 Service Manual Table 9 Parts That Require Cleaning Part Cleaning Procedure Duplex Feed Roller Clean with a dry lint free cloth Fixing Inlet Guide Delivery Roller Feed Roller Pickup Roller Static Eliminator Separation Pad Clean t...

Страница 19: ...nce purposes only and are subject to change without notice Table 10 Main Unit Consumables List Description Part Number 3 Quantity Estimated Life copies prints 6 Remarks Cartridge 128 Black 3500B001AA 1 2 100 Based on the ISO IEC Standard 3 Item numbers and part numbers are subject to change without notice H Consumable Parts Consumable parts are parts that have a limited life which will be reached ...

Страница 20: ...e UST The UST and firmware are included in the firmware package download from Canon USA s public Web site K Computer Requirements for Downloading Firmware The recommended desktop PC or laptop requirements 7 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 por...

Страница 21: ...ent monthly basis Table 11 Monthly Copy Print Volume Model Optimum Performance Range Maximum Monthly Copy Print Volume imageCLASS MF4890dw 750 to 3 000 copies prints Up to 10 000 copies prints imageCLASS MF4880dw 750 to 3 000 copies prints Up to 10 000 copies prints imageCLASS MF4770n 500 to 2 000 copies prints Up to 8 000 copies prints B Limited Warranty Support The Canon imageCLASS MF4890dw MF48...

Страница 22: ...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 record...

Страница 23: ...d user must 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 inclu...

Страница 24: ... also available 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 Consume...

Страница 25: ...AK Extended Service Plans enable the 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 two 2 year extended coverage plan is available Note CarePAK coverage cannot be extended beyond the original ...

Страница 26: ...w the instructions 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 manufactu...

Страница 27: ...non USA registers 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 w...

Страница 28: ...ist them Canon USA s Engineering Services and Solutions Division s Business Relations and Administration department is available to answer questions regarding the Authorized Servicer program The Warranty Control department can be contacted at 1 631 330 5744 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 pro...

Страница 29: ...upport model where CITS dispatches via end user referral a third party service provider 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 Invent...

Страница 30: ...n Process on p 24 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 acc...

Страница 31: ... access online 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 ...

Страница 32: ...3 Page 27 2 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 ...

Страница 33: ...or Authorized Servicers June 2013 Page 28 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 34: ... 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 MF4890dw MF4880dw MF4770n Canon s Authorized Servicer Assistance Requir...

Страница 35: ...g e Tag is an 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...

Страница 36: ...y log can be 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 warra...

Страница 37: ...ited Warranty 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 ...

Страница 38: ... Inquiry Figure 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 warrant...

Страница 39: ...am option has 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 recor...

Страница 40: ... a flat rate 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 pr...

Страница 41: ...cess If you 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 re...

Страница 42: ...er parts Download 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 ...

Страница 43: ...l purchase orders 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 ...

Страница 44: ...ease send an 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...

Страница 45: ...g 28 0 lb imageCLASS MF4770n Approximately 11 9 kg 26 2 lb Cartridge Canon Cartridge 128 yields approximately 2 100 LTR pages with the factory default print density setting Cartridge Type Single cartridge system Maximum Monthly Print Volume Up to 10 000 pages Power Requirements 120 V 127 V AC 60 Hz 15 A Plug NEMA 5 15 Power Consumption Operation Approximately 520 W Standby mode imageCLASS MF4890dw...

Страница 46: ...lidated 40 MHz 15 30 45 60 90 120 150 Mbps Communication Mode Infrastructure Mode Security WEP WPA PSK TKIP AES CCMP WPA2 PSK TKIP AES CCMP 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...

Страница 47: ...atures Collate 2 on 1 4 on 1 ID Card Copy Copy Modes Text Photo Text Photo Text Photo Copy Memory 128 MB Shared Table 16 Print Specifications Item Description Type Monochrome Laser Print Speed 11 LTR Plain Paper imageCLASS MF4890dw MF4880dw 1 Sided Up to 26 ppm 2 Sided Up to 16 ppm imageCLASS MF4770n 1 Sided Up to 24 ppm First Print Time Approximately 5 8 seconds 12 Printer Language Canon UFR II L...

Страница 48: ...Searchable PDF 13 PDF JPEG TIFF BMP PNG 14 Scan Features Rotate Push Scan Scan to PC Pull Scan USB Table 18 Paper Handling Specifications Item Description Paper Source Capacity Paper Cassette 250 sheet capacity 15 Multipurpose Tray 1 sheet capacity Document Feeder imageCLASS MF4890dw Up to 50 sheets LTR 15 imageCLASS MF4880dw MF4770n Up to 35 Sheets LTR 15 Paper Output Approximately 100 sheets fac...

Страница 49: ...Forwarding Fax to Fax Speed Dialing 4 One Touch Key destinations 100 Coded Dialing destinations Group Dialing Up to 103 destinations Sequential Broadcasting Up to 114 destinations Fax Features Fax Telephone Auto Switch Remote RX Dual Access Distinctive Ring Pattern Detection Error Correction Mode Auto Redial Activity Result Management Reports 16 The Public Switched Telephone Network currently supp...

Страница 50: ...F4880dw MF4770n Service Guide for Authorized Servicers imageCLASS MF4890dw MF4880dw MF4770n Service Guide for Authorized Servicers June 2013 Page 45 B Warranty 1 imageCLASS Series Exchange Carry In Product Limited Warranty ...

Страница 51: ...eCLASS MF4890dw MF4880dw MF4770n Service Guide for Authorized Servicers imageCLASS MF4890dw MF4880dw MF4770n Service Guide for Authorized Servicers June 2013 Page 46 2 Canon Toner Cartridge Limited Warranty ...

Страница 52: ...able 13 Wi Fi Specifications imageCLASS MF4890dw MF4880dw Only 41 Table 14 Connectivity and Software Specifications 41 Table 15 Copy Specifications 42 Table 16 Print Specifications 42 Table 17 Scan Specifications 43 Table 18 Paper Handling Specifications 43 Table 19 Fax PC Fax Specifications 44 D List of Figures Figure 1 Canon USA s Consumer Web Site 19 Figure 2 e Support Center Login 26 Figure 3 ...

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