Canon ImageCLASS LBP6780dn User manual

For Authorized Servicers

imageCLASS LBP6780dn Service Guide

imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013

Page ii

Published by

Canon U.S.A., Inc.

One Canon Park

Melville, NY 11747-3336

1-800-OK-CANON

servicep[email protected]

Canon U.S.A. Homepage: http://www.usa.canon.com

Canon U.S.A. e-Support Center Web site:http://www.support.cusa.canon.com

Canon U.S.A. ISG Central Web site:http://www.isgcentral.cusa.canon.com

Canon Network Access (CNA) Web site:http://www.cna.cusa.canon.com

Distributed in the United States by Canon U.S.A., Inc.

IMPORTANT

THIS SERVICE GUIDE INCLUDES THE INFORMATION RELATING TO THE imageCLASS LBP6780dn.

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 SUBJECT TO CHANGE WITHOUT NOTICE.

PART NUMBERS LISTED MAY BE CHANGED WITHOUT NOTICE TO REFLECT ENGINEERING REVISIONS.

REVISION HISTORY

Revision Date Section(s) Details

— January 2013 All Release of the imageCLASS LBP6780dn Service Guide

imageCLASS LBP6780dn Service Guide

imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013

Page iii

COPYRIGHTS AND TRADEMARKS

This Service Guide is the property of Canon U.S.A., Inc.

Canon, imageCLASS, and Always Ask for Canon Genuine Toner, Parts & Supplies are registered 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.

LEGAL NOTICES

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. from time to time updates this online Service Guide and may modify the information and/or

specifications 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 NOR ITS SUPPLIERS NOR ANY AUTHORIZED SERVICE PROVIDER SHALL BE LIABLE FOR

PERSONAL INJURY OR PROPERTY DAMAGE (UNLESS CAUSED SOLELY AND DIRECTLY BY THE

NEGLIGENCE OF CANON OR ANY AUTHORIZED SERVICE PROVIDER), LOSS OF REVENUE OR PROFIT,

FAILURE TO REALIZE SAVINGS OR OTHER BENEFITS, EXPENDITURES FOR SUBSTITUTE EQUIPMENT OR

SERVICES, LOSS OR CORRUPTION OF DATA, INCLUDING, WITHOUT LIMITATION, DATA STORED ON THE

PRODUCT’S OPTIONAL HARD DISK DRIVE, STORAGE CHARGES OR OTHER SPECIAL, INCIDENTAL OR

CONSEQUENTIAL DAMAGES CAUSED BY THE USE, MISUSE OR INABILITY TO USE THE PRODUCT,

REGARDLESS OF THE LEGAL THEORY ON WHICH THE CLAIM IS BASED AND EVEN IF CANON OR ITS

SUPPLIERS OR ANY AUTHORIZED SERVICE PROVIDER HAS BEEN ADVISED OF THE POSSIBILITY OF

SUCH DAMAGES. NOR SHALL RECOVERY OF ANY KIND AGAINST CANON OR ITS SUPPLIERS OR ANY

AUTHORIZED SERVICE PROVIDER BE GREATER IN AMOUNT THAN THE PURCHASE PRICE OF THE

PRODUCT CAUSING THE ALLEGED DAMAGE. WITHOUT LIMITING THE FOREGOING, THE PURCHASER

ASSUMES ALL RISKS AND LIABILITY FOR LOSS, DAMAGE OR INJURY TO PERSONS AND THE PROPERTY

OF THE PURCHASER OR OTHERS ARISING OUT OF THE POSSESSION, USE, MISUSE, OR INABILITY TO

USE THE PRODUCT NOT CAUSED SOLELY AND DIRECTLY BY THE NEGLIGENCE OF CANON OR ANY

AUTHORIZED SERVICE PROVIDER.

imageCLASS LBP6780dn Service Guide

imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013

Page iv

Contents

I. Product Overview-------------------------------------------------------------------------------------------1

II. Product Configuration and Box Contents ----------------------------------------------------------2

A. Configuration ------------------------------------------------------------------------------------------------------- 2

B. Box Contents ------------------------------------------------------------------------------------------------------- 3

C. Hardware Accessory---------------------------------------------------------------------------------------------- 3

1. Paper Feeder Unit PF-45 ------------------------------------------------------------------------------------ 3

III. Service Authorization--------------------------------------------------------------------------------------3

IV. Educational Training---------------------------------------------------------------------------------------3

A. Training Program Overview------------------------------------------------------------------------------------ 3

B. Certification --------------------------------------------------------------------------------------------------------- 4

C. Who Should Complete------------------------------------------------------------------------------------------- 4

D. Prerequisites-------------------------------------------------------------------------------------------------------- 4

E. Course Format------------------------------------------------------------------------------------------------------ 4

F. Course Equipment ------------------------------------------------------------------------------------------------ 5

V. Servicing Notes----------------------------------------------------------------------------------------------5

A. Power and Plug Requirements-------------------------------------------------------------------------------- 5

B. Installation Space Requirements----------------------------------------------------------------------------- 6

C. Estimated Installation Time ------------------------------------------------------------------------------------ 7

D. Service Support Tools ------------------------------------------------------------------------------------------- 8

E. Cleaning -------------------------------------------------------------------------------------------------------------- 9

F. Consumables ------------------------------------------------------------------------------------------------------10

G. Consumable Parts------------------------------------------------------------------------------------------------10

H. Periodic Replacement Parts-----------------------------------------------------------------------------------10

I. Firmware Upgrade------------------------------------------------------------------------------------------------11

J. Computer Requirements for Downloading Firmware-------------------------------------------------11

VI. End-User Customer Service Offerings------------------------------------------------------------- 12

A. Monthly Print Volume -------------------------------------------------------------------------------------------12

B. Limited Warranty Support -------------------------------------------------------------------------------------12

C. Technical Support for the End-User------------------------------------------------------------------------13

1. Carry-In Service-----------------------------------------------------------------------------------------------13

2. Exchange Service --------------------------------------------------------------------------------------------14

3. Internet Support -----------------------------------------------------------------------------------------------15

D. Post-Warranty Support -----------------------------------------------------------------------------------------16

1. CarePAK Extended Service Plans------------------------------------------------------------------------16

2. Time and Material Service----------------------------------------------------------------------------------18

VII. Authorized Servicer Program------------------------------------------------------------------------- 19

A. Authorized Servicer Customer Registration System--------------------------------------------------19

B. ASCR Registration Process-----------------------------------------------------------------------------------20

C. Replacement Inventory-----------------------------------------------------------------------------------------20

D. Optional On-Site Service---------------------------------------------------------------------------------------20

VIII. Authorized Servicer Support Offerings------------------------------------------------------------ 21

A. Authorized Servicer Support----------------------------------------------------------------------------------21

B. Internet Support---------------------------------------------------------------------------------------------------21

1. Canon USA’s e-Support Center Web Site--------------------------------------------------------------21

2. Canon USA’s ISG Central Web Site ---------------------------------------------------------------------23

C. Call Escalation Procedure -------------------------------------------------------------------------------------25

imageCLASS LBP6780dn Service Guide

imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013

Page v

IX. Warranty Procedures------------------------------------------------------------------------------------ 26

A. e-Tag------------------------------------------------------------------------------------------------------------------26

B. Online Limited Warranty Credit Inquiry -------------------------------------------------------------------28

C. Warranty Reimbursement Program-------------------------------------------------------------------------29

1. Dispatch by CITS ---------------------------------------------------------------------------------------------29

2. Warranty Marketing Program ------------------------------------------------------------------------------30

X. Parts Support ---------------------------------------------------------------------------------------------- 31

A. Parts and Service Material Orders --------------------------------------------------------------------------31

1. Canon Network Access -------------------------------------------------------------------------------------31

2. Parts Order Desk ---------------------------------------------------------------------------------------------32

B. Parts Order Entry-------------------------------------------------------------------------------------------------33

1. Regular Orders------------------------------------------------------------------------------------------------33

2. Rush Orders ---------------------------------------------------------------------------------------------------33

C. Parts Information/Parts Price List Download------------------------------------------------------------33

D. Parts Discontinuation Schedule Information------------------------------------------------------------33

E. Order/Invoice Inquiry--------------------------------------------------------------------------------------------34

F. Parts Return Process--------------------------------------------------------------------------------------------34

XI. Appendix----------------------------------------------------------------------------------------------------- 35

A. Specifications------------------------------------------------------------------------------------------------------35

B. Warranty-------------------------------------------------------------------------------------------------------------38

1. imageCLASS LBP6780dn Exchange/Carry-In Limited Warranty----------------------------------38

2. Canon Toner Cartridge Limited Warranty---------------------------------------------------------------39

C. List of Tables-------------------------------------------------------------------------------------------------------40

D. List of Figures -----------------------------------------------------------------------------------------------------40

imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013

Page 1

I. Product Overview

The Canon imageCLASS LBP6780dn is a compact, B&W (Black-and-White)

laser printer. This model also brings the following capabilities to users in a small

office or home office environment:

•Prints one-sided pages in speeds of up to 42 ppm (pages-per-minute) using

LTR (letter-sized) paper.

•Standard front-loading paper cassette with a capacity of up to 500 sheets and

a multi-purpose tray with a capacity of up to 100 sheets (LTR, 20 lb bond

(80 g/m2)). There are also two optional paper cassettes with a capacity of up

to 500 sheets each available.

•Duplex printing capabilities.

•Quick first print time of approximately 9 seconds.

•Includes a USB 2.0 high-speed port for printing from USB memory.1

•Meets the ENERGY STAR guidelines for energy efficiency. Approximately

0.9 W of energy is used in the Energy Saver mode.

•Standard UFR II printing.

•Built-in network connectivity that supports network printing.

•Includes Print modes such as, Poster, Booklet, Watermark, and Toner Saver.

•A Mobile Printing app is available.2

1 Requires the Windows 7, Vista, XP/2000, or Mac OS X operating system.

2 Requires the Canon Mobile Printing app, which is available for free from Apple’s App Store. Compatible with the iPhone 5, 4S,

4, the new iPad, iPad 2, and the original iPad running OS 5.1 to 6.0.

imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013

Page 2

II. Product Configuration and Box Contents

A. Configuration

Note: All configurations shown are for reference purposes only, and are

subject to change without notice. Please refer to the Price List in the CNA

(Canon Network Access) Web site www.cna.cusa.canon.com for the most

up-to-date item numbers.

Table 1 - Configuration

Item Item Number

imageCLASS LBP6780dn

imageCLASS LBP6780dn 6469B006AA

Supplies and Consumables

Cartridge 324 II Hi-Capacity (Yields approximately 12,500 pages (LTR)) 3482B013AA

Accessory Option

Paper Feeder Unit PF-45 (500 Sheet Cassette Pedestal) 4098B001AA

Service Materials and Parts Catalog

imageCLASS LBP6780dn Service Manual Available for

download from the

e-Support Center

Web site

imageCLASS LBP6780dn Parts Catalog

eCarePAK

imageCLASS LBP6780dn

(Virtual CarePAK, 2 Year Exchange/Carry-In)46521A110AA

imageCLASS LBP6780dn

(eCarePAK, 2 Year Exchange/Carry-In)55707B036AA

3 Item numbers and part numbers are subject to change without notice.

4 Available for purchase through Canon U.S.A., Inc.’s consumer Web site: www.estore.usa.canon.com.

5 Available for purchase through an Authorized Canon Reseller or Distributor. For more information, see “eCarePAK

Extended Service Plan,” on p. 17.

imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013

Page 3

B. Box Contents

Note: The box contents shown below are for reference purposes only, and

are subject to change without notice.

•

imageCLASS LBP6780dn

•

Starter Cartridge 324 Black

•

Setup Instructions

•

User Manuals (Book)

•Power Cord

•User Software CD-ROM

•

Registration Card

•

Limited Warranty Notice

C. Hardware Accessory

The functionality of the imageCLASS LBP6780 can be expanded by installing

the following hardware and system-related optional accessories.

1. Paper Feeder Unit PF-45

•Holds up to 500 sheets (20 lb bond (80 g/m2)).

•Maximum paper size: LGL (8 1/2” x 14”)

•Up to two can be added to the imageCLASS LBP6780

III. Service Authorization

To obtain and maintain authorization to service the imageCLASS LBP6780dn,

each dealer location must have at least two (2) employees certified to service the

machine.

IV. Educational Training

A. Training Program Overview

Technicians who successfully complete the imageRUNNER LBP3580 and

imageCLASS LBP6780dn Overview (Course Code: 18ICIRLBP67800O) CBT

(Computer Based Training) course and pass the imageRUNNER LBP3580

and imageCLASS LBP6780dn Overview assessment test, are authorized to

service and support the imageCLASS LBP6780dn.

The imageCLASS LBP6780dn service training material is available via the

Download Center section of the e-Support Center Web site, and includes the

CBT Program, Service Manuals, and Parts Catalogs.

imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013

Page 4

B. Certification

It is required that technicians successfully complete the imageRUNNER

LBP3580 and imageCLASS LBP6780dn Overview (Course Code:

18ICIRLBP67800O) CBT, and pass the imageRUNNER LBP3580 and

imageCLASS LBP6780dn Overview assessment test to receive certification

to service the machines.

The imageRUNNER LBP3580 and imageCLASS LBP6780dn Overview

assessment test is available on e-Support. To access the assessment test:

1. Log on to the e-Support Center Web site.

2. Click “Training.”

3. Click “Learning Management System.”

4. Scroll down to the Catalog search.

5. Click “imageCLASS.”

6. Click “Register” for the imageRUNNER LBP3580 and imageCLASS

LBP6780dn Overview.

7. Click “Submit.”

8. Click “Start” to begin the assessment.

C. Who Should Complete

Any technicians responsible for servicing or supporting the imageCLASS

LBP6780dn machine must successfully complete the imageRUNNER

LBP3580 and imageCLASS LBP6780dn Overview CBT, and pass the

imageRUNNER LBP3580 and imageCLASS LBP6780dn Overview

assessment test.

D. Prerequisites

There are no prerequisites for this training course. It is highly recommended

that the technician have:

•Prior experience with Canon imageCLASS LBP devices

•Experience with taking eLearning courses

•Familiarity with common hand tools to dissemble and service Canon

devices

E. Course Format

The imageRUNNER LBP3580 and imageCLASS LBP6780dn Overview

(Course Code: 18ICIRLBP67800O) CBT course is a self-paced course. The

material provided includes:

•Printed version of the course for reference

•Service Manual

•Quick Setup Guide

•e-Manual User Guide

It takes approximately 2.0 hours to complete this course successfully.

imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013

Page 5

F. 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. Internet Explorer 8 disables the file

download option by default. To enable Internet Explorer 8 to download files,

perform the following steps:

1. Open Internet Explorer, click “Tools.”

2. Click “Internet Options.”

3. Click “Security.”

4. Click “Custom level.”

5. Scroll down to the Downloads section, and click “Enable” under

<Automatic prompting for file downloads> and under <File download>.

6. Click “OK” to close all the dialog boxes.

7. Close and reopen Internet Explorer. You should now be able to download

the learning resources contained within the course.

V. Servicing Notes

A. Power and Plug Requirements

The imageCLASS LBP6780dn device requires 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 2 - Power and Plug Requirements

NEMA 5-15 Receptacle

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