Support Code 5011 Solved

Question

Hello,
My Canon PIXMA MG4250 printer.
OS: Windows 10 (64 bit).
This printer, installed a year ago, had a paper jam, followed by a message on its screen " Support code 5011
Printer error,
please follow the steps below.
1. Cancel the print job and then turn off the device.
2. Turn the device back on.
If the problem persists, please refer to the manual and contact the center".

I followed everything to the letter (the downloaded manual has 950 pages ???) but nothing indicates how to restore a healthy situation.
The Canon center I contacted had me fill out a form, I validated its submission 3 times, but nothing indicated that it actually went through!!!

If anyone has a solution to resolve the "support code 5011", I send you my love!
Thank you
nialpi

Configuration: Windows / Firefox 54.0

luckydu43 · Accepted Answer

Hello

First of all, congratulations on getting through such a hefty message :-D
As for the resolution of the problem, several sites discuss it and offer solutions.
The worst involves replacing a part
The best involves giving the inside a wipe or a reset

http://www.rechargeimprimante.fr/2015/10/14/comment-rsoudre-une-erreur-5011-sur-une-imprimante-canon/
https://forums.commentcamarche.net/forum/affich-17427067-code-erreur-5011-sur-pixma-mp550

I can't help more than that, I don’t have a printer :-)

Have a nice day

Luc

--
The 3 biggest lies of a dev? The documentation will be done later... The program has no bugs... The specs are finished...
A people sacrificing its freedom for more security loses both.

nialpi · Answer

Thank you, Luc,

The mentioned websites, I had already consulted them... without success.
I have turned off and unplugged my printer at least a thousand times (okay, I’m exaggerating a bit).
From everything I've read, I deduce that it's a problem with the scanning part and that I need to have it repaired.
This printer (14 months old) is a gift. Since it’s a gift, I don’t know the price, but it’s around 80-100 euros. Considering the cost of labor and the price of parts, the decision is quickly made: if I can’t find a solution (in 2-3 weeks), I’ll throw it out and buy another one.
NO, NO, not a Canon.
I’m still waiting just in case a miracle happens.
Thank you,
nialpi

nialpi · Answer

Hello
I carefully followed the first procedure. Right away, the printer reset, and the message "support code 5011" went out and was replaced by the normal menu.
I was so happy!
I wanted to do a test, I plugged in the USB cable, opened a Word file, started printing, but a message on my PC informed me that the printer was off, how strange... I checked, but no, all the cables are connected, but the printer is indeed off and won't start again.
Since then, it won't cooperate at all.
So I'm almost back to square one.
Thank you anyway,
nialpi

nialpi · Answer

(re)hello,

After the above tests, I unplugged the printer and went to do something else... for an hour.
When I returned, the message "support code 5011" had returned.
- I did the above process again and the HOME menu appeared.
- After connecting the USB cable, and searching through the settings, I noted that the printer was connected.
- When checking the nozzles, a message indicates that the printer does not respond: it's an improvement, but why doesn't it respond when it is connected?
- I turned off the printer using the power button.
- After a few minutes, I tried to restart it using the same button (normal), but nothing happens, the printer's screen remains stubbornly black.

I unplug everything, I'm going to relax, it's time for drinks. We'll see tomorrow.
Good evening everyone,
nialpi

nialpi · Answer

Hello,
Situation of my Canon PIXMA MG4250 printer:
- If I start it normally, the home screen appears very briefly and is immediately replaced by a message "support code 5011". It then becomes impossible to use.
- If I start it in the manner indicated by pilotesup above, it resets and the home menu appears. It then seems to function correctly.
However, in this situation, regardless of its use, whether locally or by computer (USB cable), the requested print job begins correctly, the sheet in the feed tray inserts properly ... but that’s it. A message appears: "copy in progress", but the printing does not occur.
- The only way to continue is to press the "CANCEL" button. The inserted sheet then comes out blank, intact, and the home menu reappears.
- If I power it off with the power button, it shuts down abruptly, without "purring", and it then becomes impossible to restart it. I have to wait about 5 minutes before attempting the pilotesup maneuver again.
- If I initiate a nozzle cleaning from the computer, the unchanging message is "the printer is not responding".

I must admit that I am disappointed with this Canon printer, which is 16 months old, beyond the return period.
I believe it will head to the recycling center and I will be looking for another printer.
nialpi

nialpi · Answer

Hello,
I entrusted my printer to a friend who is an expert. His examination is unequivocal, my Canon PIXMA MG4250, 14 months old, is dead.
I am not too upset because the time we spent together was relatively short; we didn't have time to get attached to each other. It is still sad to see someone so young leave.
After a period of mourning, I will head towards the purchase of another printer.
Thank you for your sympathy. A thought and a thank you to pilotesup.
Best regards
nialpi

nialpi · Answer

Hello
The subject is not finished.
This printer that I was gifted was purchased online at Boulanger 13 months ago. I was convinced it was out of warranty.
I just contacted the Boulanger agency in Saint Nazaire (with a copy of the invoice).
This printer has a warranty that lasts until 2018.
Boulanger St Naz took it in for repair.
We have to wait 2 or 3 weeks; isn't life nice?
nialpi

nialpi · Answer

Hello,
This misadventure is coming to an end. Boulanger has just given me a credit note equivalent to the invoice amount.
I will therefore be getting a printer. However, the choices are limited to Epson or HP. There are no more Canon printers, for the moment. Could there be a causal relationship? Anyway, I would have skipped that brand.
Now there’s nothing left to do but proceed. Thank you for the advice and comments.
I'm closing the topic.
nialpi

Support Code 5011

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