05 Feb 2020

    To Users of PIXMA TS and TR Series Inkjet Printer

    Thank you for using Canon products.

    We have identified a rare phenomenon where some inkjet printers may not turn off in certain instances.

    Phenomenon

    ​​​​​When your printer is connected to a computer via USB cable, if you press the printer’s [ON] button (to turn off the printer) IMMEDIATELY after turning off the computer, the printer may not turn off in rare instances.

    If the printer is left in such condition for extended period, the printer's internal motor temperature may rise. However, it does not poses safety hazard.

    NOTE: This phenomenon does not occur if you turn off the printer BEFORE turning off the computer.

    Affected Models:

    Model Firmware Version
    TR7500 series 1.080 or earlier
    TR8500 series 1.080 or earlier
    TS5000 series 1.150 or earlier
    TS5100 series 1.040 or earlier
    TS6000 series 2.010 or earlier
    TS6100 series 1.080 or earlier
    TS6200 series 1.010 or earlier
    TS8000 series 1.160 or earlier
    TS8100 series 1.090 or earlier
    TS8200 series 1.000 or earlier
    TS9000 series 2.020 or earlier
    TS9500 series 1.010 or earlier

    < How to check your printer’s firmware version >

    Check your printer’s firmware version through the operation panel. Alternatively, the firmware version is also provided on the printout of Nozzle Check Pattern. Please refer to the relevant printer’s Online Manual for the detailed instructions.

    Temporary Solution:
    If the printer does not turn off, unplug the printer’s power cord. If you smell strange odor, we recommend you to ventilate the room/area accordingly.

    Permanent Solution:
    This phenomenon will be resolved by updating the printer’s firmware to the latest firmware version listed below. Please download and install the updated firmware version for your respective printer.

    NOTE: If the printer does not turn off, unplug the printer’s power cord. Plug in the printer’s power cord again to turn on the printer and update the printer firmware accordingly.

    Model Firmware Version
    TR7500 series 1.100 or later
    TR8500 series 1.100 or later
    TS5000 series 1.160 or later
    TS5100 series 1.100 or later
    TS6000 series 2.020 or later
    TS6100 series 1.100 or later
    TS6200 series 1.020 or later
    TS8000 series 1.170 or later
    TS8100 series 1.100 or later
    TS8200 series 1.010 or later
    TS9000 series 2.030 or later
    TS9500 series 1.020 or later

    To download the firmware, visit o​​​​​​​u​​​​​​​r​​​​​​​ support website.

    Canon continuously strives to provide our customers with high quality, reliable products that can be used with confidence. We offer our sincerest apologies to any customers who have been inconvenienced.

    Contact Information:
    ​​​​​​​Please contact your nearest service centre if you have any queries.

     

    First posted on 05 Feb 2020