Canon imageRUNNER 2016 Series User manual

SERVICE GUIDE
CANON U.S.A., INC.
SYSTEMS & TECHNICAL SUPPORT DIVISION
Rev. 0

imageRUNNER 2016/2020 Series Service Guide
imageRUNNER 2016/2020 Series Service Guide Rev. 0 November2005 Page i
IMPORTANT
THIS SERVICE GUIDE INCLUDES THE INFORMATION RELATING TO THE imageRUNNER
2016/2020 SERIES.
SPECIFICATIONS AND OTHER INFORMATION CONTAINED HEREIN MAY VARY
SLIGHTLY FROM ACTUAL MACHINE 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
November 2005
¾Revision 0: Service Guide released
¾Service Policy,Technical Training, and GPR-18 Drum Unit Warranty updated.

imageRUNNER 2016/2020 Series Service Guide
Published by
Canon U.S.A., Inc.
One Canon Plaza
Lake Success, NY 11042-1198
1-800-OK-CANON
Canon U.S.A. Homepage: http://www.usa.canon.com
Canon U.S.A. Internet e-Support Center website: http://www.support.cusa.canon.com
Canon U.S.A. ISG Central website: http://isgcentral.cusa.canon.com
Canon Network Access (CNA) website: http://www.cna.cusa.canon.com
Printed in the United States of America.
Distributed in the United States by Canon U.S.A., Inc.
This Service Guide is the property of Canon U.S.A., Inc. All rights reserved.
© Canon U.S.A., Inc. 2005.
The information contained in this Service Guide constitutes confidential information of Canon U.S.A., Inc.
Pursuant to the authorized Service Agreement with Canon U.S.A., Inc., this Service Guide is solely for reference purposes and
may be used only by an authorized Service Provider of Canon U.S.A., Inc. No part of this Service Guide may be reproduced or
transmitted 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 of this
Service Guide.
Canon U.S.A., Inc. may, in its sole discretion, modify the information and/or specifications contained in this Service Guide at
any time without notice. All prices and availability dates listed herein are subject to change without notice.
Canon and imageRUNNER are trademarks of Canon Inc.
All other company names and product names may be trademarks or registered trademarks of their respective owners, and are
hereby acknowledged.
imageRUNNER 2016/2020 Series Service Guide Rev. 0 November2005 Page ii

imageRUNNER 2016/2020 Series Service Guide
Table of Contents
I. Product Overview.......................................................................................................................... 1
A. imageRUNNER 2016/2020 Series Comparison........................................................................................2
II. New Accessory Options.............................................................................................................. 3
A. Duplexing Automatic Document Feeder (DADF-P1).................................................................................3
B. Cassette Feeding Module-J1/Cassette Feeding Module-K1....................................................................3
C. Finisher-U1/Additional Finisher Tray-C1.....................................................................................................3
D. Inner 2-Way Tray-E1......................................................................................................................................3
III. Configuration ................................................................................................................................. 4
A. imageRUNNER 2016/2020 Series...............................................................................................................4
B. imageRUNNER 2016/2020 Series Box Contents......................................................................................6
IV. Service Features............................................................................................................................ 7
A. Serviceability....................................................................................................................................................7
B. Soft Counter.....................................................................................................................................................7
C. Power and Plug Requirements.....................................................................................................................7
D. Approximate Installation Space....................................................................................................................8
E. Estimated Installation Time ...........................................................................................................................9
F. Firmware Upgrade..........................................................................................................................................9
G. Computer Requirements for Upgrading ......................................................................................................9
H. imageRUNNER 2016/2020 Series Consumables ...................................................................................10
I. imageRUNNER 2016/2020 Series Consumable Parts...........................................................................10
J. Finisher-U1 (Option) Consumable Parts...................................................................................................10
K. End User Maintenance.................................................................................................................................10
L. Periodic Maintenance...................................................................................................................................11
V. Service Policy............................................................................................................................... 12
A. Dealer Technical Support............................................................................................................................12
1. Canon USA/Dealer Support........................................................................................................................12
2. Canon USA Technical Support Center.....................................................................................................13
3. Internet Support............................................................................................................................................14
B. Call Escalation Procedure...........................................................................................................................15
C. Suggested Maximum Monthly Volume......................................................................................................16
D. Warranty Conditions.....................................................................................................................................16
1. End-User Warranty Conditions ..................................................................................................................16
2. Warranty Administration Reduction Program (WARP)...........................................................................16
VI. Technical Training ...................................................................................................................... 17
A. Overview ........................................................................................................................................................17
B. Certification....................................................................................................................................................17
C. Who Should Attend.......................................................................................................................................17
D. Prerequisites..................................................................................................................................................17
E. Training Facilities..........................................................................................................................................17
F. What the Course Covers .............................................................................................................................17
G. Course Format ..............................................................................................................................................18
H. Course Highlights..........................................................................................................................................18
I. Course Equipment........................................................................................................................................18
J. Materials.........................................................................................................................................................18
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imageRUNNER 2016/2020 Series Service Guide
VII. Service Requirements................................................................................................................ 19
A. Authorization Policy......................................................................................................................................19
B. Service Recommendation ...........................................................................................................................20
VIII. Appendix ....................................................................................................................................... 21
A. Specifications ................................................................................................................................................21
1. imageRUNNER 2016/2020 Series............................................................................................................21
2. DADF-P1 (imageRUNNER 2016/2020 Option).......................................................................................22
3. Cassette Feeding Module-J1 (imageRUNNER 2016/2016i Option) ....................................................22
4. Cassette Feeding Module-K1 (Option) .....................................................................................................22
5. FL Cassette-AC1 (Option) ..........................................................................................................................23
6. Finisher-U1 (Option) ....................................................................................................................................23
7. Additional Finisher Tray-C1 (Option for Finisher-U1) .............................................................................23
8. Inner 2-Way Tray-E1 (Option)....................................................................................................................23
9. Duplex Unit-A1 (imageRUNNER 2016/2020 Option) .............................................................................24
10. Super G3 Fax Board-T1 (Option)...............................................................................................................24
11. Fax Panel-A1 (Option).................................................................................................................................24
B. Canon imageRUNNER 2016/2020 Series Limited Warranty.................................................................25
C. Canon GPR-18 Drum Unit Limited Warranty............................................................................................26
D. Acronyms .......................................................................................................................................................27
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imageRUNNER 2016/2020 Series Service Guide
I. Product Overview
The Canon imageRUNNER 2016/2020 Series are Black-and-White (B&W) multi-
functional devices (MFP’s) intended to replace the imageRUNNER
1600/2000/2010F models. The imageRUNNER 2016/2020 Series include the
imageRUNNER 2016/2020 base models and will include the imageRUNNER
2016i1and imageRUNNER 2020i1 models at some point in the first half of 2006.
As part of Segment 1, the imageRUNNER 2016/2020 Series are capable of
copy/print speeds of up to 16 pages-per-minute (ppm) and up to 20 ppm in B&W
based on letter-size output. The imageRUNNER 2016/2020 base models offer
standard digital copying and network printing, as well as optional faxing.
The imageRUNNER 2016i/2020i1 models, when available, will offer the DADF-
P1, Duplex Unit-A1 and PCL Printer Kit-J1 as standard.
Every model in the imageRUNNER 2016/2020 Series, when available, will
include as standard, Ethernet and USB interfaces for connectivity, Ultra Fast
Rendering II LT (UFR II LT) printing technology with support for Microsoft
Windows and Macintosh users, and Canon’s RAPID Fusing fixing system for
quick warm up times and minimal power consumption. Each can be equipped
with expandable paper supplies and optional integrated finishing accessories.
Refer to Page 4for the complete list of Options.
Refer to Page 2for a side by side comparison of the models within
imageRUNNER 2016/2020 Series.
As an ENERGY STAR Partner, Canon U.S.A., Inc. has determined that the
imageRUNNER 2016 and imageRUNNER 2020 base models meet the ENERGY
STAR guidelines for energy efficiency.2
1Available during the first half of 2006.
2If any options are installed, the device may no longer be ENERGY STAR compliant.
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imageRUNNER 2016/2020 Series Service Guide
A. imageRUNNER 2016/2020 Series Comparison
imageRUNNER 2016 imageRUNNER 2016i imageRUNNER 2020 imageRUNNER 2020i
Standard
Components:
•10/100BaseTX
Ethernet + USB 2.0
interfaces
•128MB RAM
•UFR II LT Printing
•1 x 250-sheet
cassette
•80-sheet Bypass
•GPR-18 Drum Unit
Optional Accessories:
•50-sheet DADF-P1
•Platen Cover Type J
•Document Tray-J1
•Cassette Feeding
Module-J1 (1 drawer)
•Cassette Feeding
Module-K1 (2
drawers)
•Duplex Unit-A1
•Inner 2-way Tray-E1
•Finisher-U1
•Add’l Finisher Tray-
C1
•Cabinet-R1
•Cabinet-S1
•Card Reader-E1
+ Card Sets 1, 2, 3
Functional
Accessories:
•PCL Printer Kit-J1
•AXIS Print Server
1650
•Super G3 Fax Board-
T1
•Fax Panel-A1
•Serial Interface
Board-A1 (Available
1Q-2006)
Standard
Components:
•10/100BaseTX
Ethernet + USB 2.0
interfaces
•256MB RAM
•UFR II LT Printing
•PCL 5e / 6 Printing
•Color-enabled
Document
Distribution
•50-sheet DADF-P1
•Duplex Unit-A1
•1 x 250-sheet
cassette
•80-sheet Bypass
•GPR-18 Drum Unit
Optional Accessories:
•Cassette Feeding
Module-J1 (1 drawer)
•Cassette Feeding
Module-K1 (2
drawers)
•Document Tray-J1
•Inner 2-way Tray-E1
•Finisher-U1
•Add’l Finisher Tray-
C1
•Cabinet-R1
•Cabinet-S1
•Card Reader-E1
+ Card Sets 1, 2, 3
Functional
Accessories:
•AXIS Print Server
1650
•Super G3 Fax Board-
T1
•Serial Interface
Board-A1 (Available
1Q-2006)
Standard
Components:
•10/100BaseTX
Ethernet + USB 2.0
interfaces
•128MB RAM
•UFR II LT Printing
•2 x 250-sheet
cassettes
•80-sheet Bypass
•GPR-18 Drum Unit
Optional Accessories:
•50-sheet DADF-P1
•Platen Cover Type J
•Document Tray-J1
•Cassette Feeding
Module-K1 (2
drawers)
•Duplex Unit-A1
•Inner 2-way Tray-E1
•Finisher-U1
•Add’l Finisher Tray-
C1
•Cabinet-R1
•Cabinet-S1
•Card Reader-E1
+ Card Sets 1, 2, 3
Functional
Accessories:
•PCL Printer Kit-J1
•AXIS Print Server
1650
•Super G3 Fax Board-
T1
•Fax Panel-A1
•Serial Interface
Board-A1 (Available
1Q-2006)
Standard
Components:
•10/100BaseTX
Ethernet + USB 2.0
interfaces
•256MB RAM
•UFR II LT Printing
•PCL 5e / 6 Printing
•Color-enabled
Document
Distribution
•50-sheet DADF-P1
•Duplex Unit-A1
•2 x 250-sheet
cassettes
•80-sheet Bypass
•GPR-18 Drum Unit
Optional Accessories:
•Cassette Feeding
Module-K1 (2
drawers)
•Document Tray-J1
•Inner 2-way Tray-E1
•Finisher-U1
•Add’l Finisher Tray-
C1
•Cabinet-R1
•Cabinet-S1
•Card Reader-E1
+ Card Sets 1, 2, 3
Functional
Accessories:
•AXIS Print Server
1650
•Super G3 Fax Board-
T1
•Serial Interface
Board-A1 (Available
1Q-2006)
imageRUNNER 2016/2020 Series Service Guide Rev. 0 November2005 Page 2

imageRUNNER 2016/2020 Series Service Guide
II. New Accessory Options
Refer to Page 4for the complete list of Options.
A. Duplexing Automatic Document Feeder (DADF-P1)
The imageRUNNER 2016/2020 Series offers the Duplexing Automatic
Document Feeder (DADF-P1) option only for the imageRUNNER 2016/2020
with scanning speeds of up to 20 images per minute (ipm). The DADF-P1 can
hold up to 50 LTR-sized sheets and up to 25 LGL-sized or 11”x17” sized
sheets. The DADF-P1 comes standard with the imageRUNNER 2016i/2020i1
models.
B. Cassette Feeding Module-J1/Cassette Feeding Module-K1
The optional Cassette Feeding Module-J1 for the imageRUNNER 2016/2016i
models adds one tray with up to 250 sheets of paper. The Cassette Feeding
Module -K1 option adds two trays with up to 250 sheets in each tray totaling
up to 500 sheets.
C. Finisher-U1/Additional Finisher Tray-C1
The optional Finisher-U1, available for all models in the imageRUNNER
2016/2020 Series, comes standard with one tray. When the Additional
Finisher Tray-C1 option is added, there are two output trays within the
Finisher and each tray has a paper capacity of up to 200 sheets.
Function Finisher-L1
(Previous Model) Finisher-U1 (New Model)
Supported Devices imageRUNNER 1600, 2000,
2010F imageRUNNER
2016/2016i/2020/2020i
Paper Weight 13 to 28 lb bond 17 to 32 lb bond
Maximum Capacity Per Tray Up to 300 sheets
(100 sheets 11’’ x 17’’) Up to 770 sheets with 1 Tray
200 sheets x 2 with 2 Trays
Maximum Number Of Output
Trays One Two (with Optional
Additional Finishing Tray-B1)
Stapling Capacity Approximately 15 sheets,
Corner Approximately 50 sheets,
Corner
D. Inner 2-Way Tray-E1
The Inner 2-Way tray option simply offers two way trays. The Finisher-U1 and
Inner 2-Way Tray-E1 can not be installed at the same time.
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imageRUNNER 2016/2020 Series Service Guide
III. Configuration
Note: Configuration subject to change without notice.
The imageRUNNER 2016i/2020i Item Numbers and related
Accessories will be added into this chart when they become
available at some point in the first half of 2006.
A. imageRUNNER 2016/2020 Series
Item Item Number3
imageRUNNER 2020
(Main Unit shown with the Optional DADF-P1,
and Cabinet -R1
)
imageRUNNER 2016 0408B001BA
imageRUNNER 2020 0412B001BA
Options & Accessories
0415B001AA Inner 2-Way Tray-E1
DADF-P1
(imageRUNNER 2016/2020
option, standard with “i” models) 0417B001AA
3Item Numbers and Part Numbers are subject to change due to engineering changes, etc.
imageRUNNER 2016/2020 Series Service Guide Rev. 0 November2005 Page 4

imageRUNNER 2016/2020 Series Service Guide
Item Number3 Item
Finisher-U1 0416B001AA
Duplex Unit-A1
(imageRUNNER 2016/2020
option, standard with “i” models) 0418B002AA Additional Finisher Tray-C1 (option
for Finisher-U1) 0416B002AA
Cassette Feeding Module-J1 0419B001AA Cassette Feeding Module-K1 0420B001AA
5709A004AA Cabinet-R1Cabinet-S1 5709A003AA
Document Tray-J1 8065A001AB
FL Cassette-AC1 0422B001AA
Platen Cover Type J (option for imageRUNNER 2016/2020) 0414B001BA
Braille Label Kit-A1 7518A002AB
Connectivity Options
Fax Panel-A1
(Required option for imageRUNNER 2016/2020 when adding a Super G3 Fax Board) 0451B001AA
Super G3 Fax Board-T1 0450B002AA
PCL Printer Kit-J1 (option for imageRUNNER 2016/2020, standard with “i” models) 0446B001BA
imageRUNNER 2016/2020 Series Service Guide Rev. 0 November2005 Page 5

imageRUNNER 2016/2020 Series Service Guide
Item Number3 Item
Consumables
GPR-18 Black Toner 0384B003AA
GPR-18 Drum Unit 0385B003BA
Supplies
Stamp Ink Cartridge-B1 6776A001AA
Staple Cartridge-J1 6707A001AA
Card Reader-E1 7782A001AA
Basic Card Set 0500A002AA
Copy Card Set 1 0499A004AA
Copy Card Set 2 0499A005AA
Copy Card Set 3 0499A006AA
Card Reader Attachment-D1 0421B001AA
Transparency Type E (100 Sheets / Box) 6101AJ28AA
Matte Labels 30 up (100 Sheets / Box) 6101AJ31AA
B. imageRUNNER 2016/2020 Series Box Contents
Note: Box Contents Are Subject To Change Without Notice.
imageRUNNER 2016/2020 Series
Manuals included may vary for the imageRUNNER 2016i/2020i models
•image RUNNER Main Unit •User Manual CD-ROM
•Drum CRG •Copier Machine Warranty
•Operators Manual: Reference Guide •Drum Warranty Registration Card
•Operators Manual: Copy Guide •Driver/Utility CD-ROM
•Operators Manual: N/W Quick Start Guide •Installation Check List
•Operators Manual: Easy Operation Guide
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imageRUNNER 2016/2020 Series Service Guide
IV. Service Features
A. Serviceability
To ensure machine reliability and copies of the highest quality, Canon U.S.A.,
Inc. (Canon USA) recommends that a “Quality Assurance Visit” be performed
every 150,000 prints/copies. Quality Assurance requires the cleaning,
checking, and replacement of parts as necessary for specific areas every
150,000 prints/copies. The frequency of the Quality Assurance Visits will
depend on the following conditions: monthly copy volume, environment, type
of originals printed/copied, and the end-user’s handling of the equipment.
A QA Procedure will require the replacement of various consumable parts
every 150,000 prints/copies.
B. Soft Counter
The imageRUNNER 2016/2020 Series uses soft counters. The control panel
normally displays four out of six counters when the counter check button is
pressed. The counter description may be changed, enabled or disabled in
service mode, except for counter one. The counter one setting cannot be
changed under any circumstances.
The chart below indicates the counter configurations:
Description Default Display Default SwitchCounter
1 Total On Fixed
2 Total (Large) On May be changed
3 Copy (Total 1) On May be changed
4 Copy (Large) On May be changed
5 Not Displayed Off May be changed
6 Not Displayed Off May be changed
Refer to the Service Manual for complete details on the Soft Counter
configurations.
C. Power and Plug Requirements
The imageRUNNER 2016/2020 Series requires a 15 AMP outlet as well
as a NEMA 5-15R receptacle 15-ampere outlet for proper operation
(See Figure 1). In addition, Canon USA Inc. strongly suggests a dedicated
and properly grounded outlet be provided for this machine. Before installation,
confirm that a dedicated NEMA 5-15R receptacle is available for this
machine.
Figure 1
NEMA 5-15R Receptacle
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imageRUNNER 2016/2020 Series Service Guide
D. Approximate Installation Space
Standard Configuration
Full Configuration
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imageRUNNER 2016/2020 Series Service Guide
E. Estimated Installation Time
Estimated installation times shown are based on out-of-box installation and
optional accessories only with a technician that is experienced on the
imageRUNNER 2016/2020 Series.
Description Estimated Time
Main Unit (Requires 2 people) 15 minutes
DADF-P1 25 minutes
Super G3 Fax Board-T1 (option for imageRUNNER 2016/2020) 25 minutes
Fax Panel-A14(option for imageRUNNER 2016/2020) 10 minutes
Finisher-U1 45 minutes
Inner 2-Way Tray-E1 35 minutes
Duplex Unit-A1 30 minutes
Cassette Unit-J1 (imageRUNNER 2016/2016i only) 10 minutes
When mounted in imageRUNNER 2016 20 minutes
Cassette Feeding Module-
K1 When mounted in imageRUNNER 2020 20 minutes
Cassette Feeding Module-J1 + Cassette Feeding Module-K1
(imageRUNNER 2016/2016i only) 25 minutes
Installation time shown above is the estimated time required for installation
starting from an unpacked condition. It is calculated based on standard man
hours.
F. Firmware Upgrade
The imageRUNNER 2016/2020 Series is equipped with a USB port as
standard. The main controller, Boot ROM and optional ROM firmware can be
downloaded from a service PC via a USB cable, but cannot be downloaded
via network or flash drive. 5The finisher controller firmware can be
downloaded from a service PC via a serial I/F and downloader. Refer to the
Service Manual for complete upgrading procedures.
G. Computer Requirements for Upgrading
The following are the recommended Desktop PC or laptop specifications6to
use for the download:
•CPU: Intel Celeron 400MHz or higher
•Memory: 128MB of RAM
•Free HDD Capacity: 1GB of available hard disk space
•CD-ROM Drive: Firmware is provided in the form of a CD. However, a CD-
ROM drive is not required if the firmware can be copied from the CD to a
PC via a network.
•Downloading tool (software): SST version 3.21 or later (provided in CD)
•Operating environment: Windows 2000/XP
4Required option for imageRUNNER 2016/2020 when adding a Super G3 Fax Board.
5Other names for flash drives are: jump drive, memory stick, USB storage, USB thumb drive, pen drive, etc.
6Specifications are subject to change without notice.
imageRUNNER 2016/2020 Series Service Guide Rev. 0 November2005 Page 9

imageRUNNER 2016/2020 Series Service Guide
H. imageRUNNER 2016/2020 Series Consumables
Part Number Quantity Estimated Life
(prints/copies)7
Part Description
0384B003AA 1 8,300 (Based on 6%
coverage on original.
GPR-18 Black Toner
GPR-18 Drum Unit 0385B003BA 1 55,000
I. imageRUNNER 2016/2020 Series Consumable Parts
Part Number Quantity Estimated Life
(prints/copies)7
Part Description
Multi separation pad FL2-3201-000 1
Multi pick-up roller FL2-3202-000 1
Developing unit FM2-3286-000 1 150,000
Transfer roller FC6-4313-000 1
Fixing assembly FM2-3345-000 1
J. Finisher-U1 (Option) Consumable Parts
Part Number Quantity Remarks Part Description
Stapler 4G3-0480-000 1 Approximately 500,000 times
K. End User Maintenance
The items listed in the chart below are end-user maintenance items for the
main unit and DADF-P1. Refer to the appropriate Service Manual for
complete details.
Description Maintenance
Cycle Remarks
Pressure plate As required
Platen glass (large/small)
As required
(If DADF-P1 is
installed then every
2,000 copies)
Copyboard holder (jump board) As required
Vertical size plate As required
Platen roller (Part of the DADF-P1) As required or every
2,000 copies
Clean with a cloth dampened with
water or a neutral detergent then
wipe with a dry cloth.
Fuser roller As required or every
10,000 copies
If black streaks appear when
printing, the fuser roller in the main
unit may be dirty. Clean as required
via the Additional Function mode.
Transcription roller As required
If the back side of paper is smudged
with printing, the transcription roller
in the main unit may be dirty. Clean
as required via the Additional
Function mode.
7The estimated average values in the field are based on data from supplier. Data is subject to change depending
upon many factors including, without limitation, monthly copy volume, environment, type of image printed and
customer handling of the equipment.
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imageRUNNER 2016/2020 Series Service Guide
Description Maintenance
Cycle Remarks
If print quality decreases, the drum
in the main unit may be dirty. Clean
as required via the Additional
Function mode.
Drum Unit As required
Using this function will shorten
the life of the drum.
Toner replenishment When relevant code
appears Replace toner bottle
L. Periodic Maintenance
The imageRUNNER 2016/2020 Series and its Accessory Items do not require
Periodic Maintenance.
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imageRUNNER 2016/2020 Series Service Guide
imageRUNNER 2016/2020 Series Service Guide Rev. 0 November2005 Page 12
V. Service Policy
A. Dealer Technical Support
imageRUNNER 2020 Series Technical Training is required to receive
technical support for the imageRUNNER 2016/2020 products. Refer to the
Canon Technical Support Center (TSC) on Page 13 for further details.
The following support mechanisms have been established to deliver high
quality, timely technical support services, and product information to
imageRUNNER 2016/2020 Series dealerships. These support services cover
areas such as system and user software, networking and connectivity issues,
electro-mechanical operations, and other hardware servicing.
1. Canon USA/Dealer Support
In order to ensure that each Dealer receives the highest level of support
and in turn resolve the end-user’s problems quickly and accurately, here
are several recommendations to maximize your technical support request.
•The dealer support personnel should check technical documentation
(Manuals, Tech. Pub’s, etc.) and the e-Support website (24 hours a day, 7
days a week) before calling Canon USA’s Technical Support Center
(TSC) since your concern may have already been addressed and
documented.
•Have your Support ID Number ready when you call the TSC and prepare
to be at the location where the engine or application is accessible. This
dramatically improves the TSC’s ability to help troubleshoot the problem
and eliminate 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.
•Provide the serial number of the installed engine or application you are
troubleshooting. While this is required for access to support, it will also
provide the Specialist with information about previous calls for support.
•Be prepared to provide environment specific information and any other
site-specific variables.
•Submit and update your profile information such as cell phone number, e-
mail address or company address. To do so, you can logon to e-Support
and access the “Current Profile” section to make updates or call Canon
USA’s TSC. Accurate profile information will allow for quick contact if
more information is required from the caller later on.
•At the completion of each call, a ticket number is provided. If the Support
Specialist does not provide a number, the caller can/should ask for it.
•A return call from a Dealer Technician/Systems Engineer with a resolution
is extremely helpful. The information Canon USA receives from you on
what actually resolved the problem is sent to the Support Specialist and
enables them to better assist other callers who may have the same
problem you just fixed.

imageRUNNER 2016/2020 Series Service Guide
imageRUNNER 2016/2020 Series Service Guide Rev. 0 November2005 Page 13
•Making certain that all of our support partners get the highest quality
technical support as fast as possible makes everyone more productive
and ultimately delivers better results and customer satisfaction.
•Following some of these basic guidelines, and working as a team, helps
everyone achieve their support goals.
2. Canon USA Technical Support Center
Live phone based technical support from the Canon USA TSC is limited to
those technicians who are certified to service the imageRUNNER
2016/2020 Series or are enrolled for technical training.
Self-Service Support (software downloads, knowledgebase, support
forums, technical publications) will continue to be available through the e-
Support Center website at http://www.support.cusa.canon.com for all
Technicians and Systems Engineers. Refer to Technical Training on Page
20 for further details.
In the event assistance is required by the Dealer for the support of the
imageRUNNER 2016/2020 Series, Canon USA’s TSC will provide support
and problem escalation for the authorized servicing dealer. The TSC
(1-800-528-2830) will provide second level support for Authorized
imageRUNNER 2016/2020 Series Dealers only. A valid Support ID and
serial number is required to access the TSC. Hardware support is
available Monday through Friday, 9:00am-8:00pm Eastern Standard Time
and software and connectivity support is available Monday through Friday,
9:00am-6:00pm Eastern Time. If needed, on-site customer support will be
available through proper escalation procedures.
Canon USA’s TSC support responsibilities are as follows:
•All technical support for the end-user is provided solely by the
contracted servicing Dealer.
•The Canon USA TSC will be the central contact for the reporting of all
known outstanding hardware and software issues to Canon USA’s
development groups.
•The Canon USA TSC will be available to all Authorized Dealers,
Systems Engineers and Technicians who have successfully completed
the Training Program.
•The TSC will provide technical information regarding all Canon
associated hardware and software products.
•The TSC will deploy, as required through proper escalation
procedures, all on-site Canon USA Digital Solutions Specialist and
Systems Engineers.
•The TSC will provide a single place for problem escalation for
engineering and development teams.

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3. Internet Support
Canon USA’s Systems and Technical Support Division provides high
quality e-Support via the Internet and is only available for Canon USA
Authorized Servicing Dealers.
Canon USA’s e-Support is designed to give dealer Systems Engineers
and Technicians access to technical support information via the Worldwide
Web. The following functions and information can be accessed:
•Proactive notification of new releases, patches, Technical Publications,
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 and Software Drivers
•Track and Modify logged Cases
•Review all open Cases
In order to access e-Support, you must first register for a Support ID. To
register for a Support ID, go on-line to the Canon USA Systems and
Technical Support Division’s e-Support Center website at
http://www.support.cusa.canon.com. Click on the “Register To Join” button
and follow the instructions for registration. This service is available at no
additional charge to all authorized dealers.
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B. Call Escalation Procedure
Canon USA provides a time sensitive call escalation process for all
authorized imageRUNNER 2016/2020 Series Dealers. The TSC is the single
point of entry for this process. Once a call is placed to the TSC 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
must follow the process below. The status of all escalated cases can be
viewed via the e-Support Center or by calling the TSC.
Canon imageRUNNER 2016/2020
Series 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
U
p
date Case
U
p
date Case
U
p
date Case
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