JimandEllen72

Q: Printer issues with El Capitan

Hello!

 

My Canon MX310 connects fine with El Capitan and I can print a test page. However, ALL programs (mail, QuickWord, Preview) shut down the moment I try to print. I have taken the printer off and reloaded. Restarted numerous times. Downloaded all updates for all programs that are out there and still no luck. Any ideas?

 

Thanks!

iPad Mini, OS X El Capitan (10.11.3)

Posted on Mar 18, 2016 6:45 AM

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Q: Printer issues with El Capitan

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  • Helpful answers

  • by Linc Davis,

    Linc Davis Linc Davis Mar 18, 2016 7:16 AM in response to JimandEllen72
    Level 10 (207,926 points)
    Applications
    Mar 18, 2016 7:16 AM in response to JimandEllen72

    Please launch the Console application in any one of the following ways:

    ☞ Enter the first few letters of its name into a Spotlight search. Select it in the results (it should be at the top.)

    ☞ In the Finder, select Go ▹ Utilities from the menu bar, or press the key combination shift-command-U. The application is in the folder that opens.

    ☞ Open LaunchPad and start typing the name.

    Step 1

    For this step, the title of the Console window should be All Messages. If it isn't, select

              SYSTEM LOG QUERIES â–¹ All Messages

    from the log list on the left. If you don't see that list, select

              View â–¹ Show Log List

    from the menu bar at the top of the screen.

    In the top right corner of the Console window, there's a search box labeled Filter. Enter the name of the crashed application or process. For example, if Mail crashed, you would enter "Mail" (without the quotes.)

    Each message in the log begins with the date and time when it was entered. Select the messages from the time of the last crash, if any. Copy them to the Clipboard by pressing the key combination command-C. Paste into a reply to this message by pressing command-V.

    The log contains a vast amount of information, almost all of which is irrelevant to solving any particular problem. When posting a log extract, be selective. A few dozen lines are almost always more than enough.

    Please don't indiscriminately dump thousands of lines from the log into this discussion.

    Please don't post screenshots of log messages—post the text.

    Some private information, such as your name, may appear in the log. Anonymize before posting.

    Step 2

    In the Console window, please clear the search box, then select

              DIAGNOSTIC AND USAGE INFORMATION â–¹ User Diagnostic Reports

    (not Diagnostic and Usage Messages) from the log list on the left. There is a disclosure triangle to the left of the list item. If the triangle is pointing to the right, click it so that it points down. You'll see a list of crash reports. The name of each report starts with the name of the process, and ends with ".crash". Select the most recent report related to the process in question. The contents of the report will appear on the right. Use copy and paste to post the entire contents—the text, not a screenshot.

    I know the report is long, maybe several hundred lines. Please post all of it anyway. If the report is only a few lines, make sure you cleared the search box.

    If you don't see any reports listed, but you know there was a crash, you may have chosen Diagnostic and Usage Messages from the log list. Choose DIAGNOSTIC AND USAGE INFORMATION instead.

    In the interest of privacy, I suggest that, before posting, you edit out the “Anonymous UUID,” a long string of letters, numbers, and dashes in the header of the report, if it’s present (it may not be.)

    Please don’t post other kinds of diagnostic report—they're very long and rarely helpful.

    When you post the log extract or the crash report, you might see an error message on the web page: "You have included content in your post that is not permitted," or "The message contains invalid characters." That's a bug in the forum software. Please post the text on Pastebin, then post a link here to the page you created.

    If you have an account on Pastebin, please don't select Private from the Paste Exposure menu on the page, because then no one but you will be able to see it.

  • by JimandEllen72,

    JimandEllen72 JimandEllen72 Mar 22, 2016 2:30 PM in response to Linc Davis
    Level 1 (0 points)
    Mar 22, 2016 2:30 PM in response to Linc Davis
  • by Linc Davis,

    Linc Davis Linc Davis Mar 23, 2016 4:44 PM in response to JimandEllen72
    Level 10 (207,926 points)
    Applications
    Mar 23, 2016 4:44 PM in response to JimandEllen72

    You showed a Mail crash report dated March 4, but Mail crashed yesterday. Is there a more recent report?

  • by JimandEllen72,

    JimandEllen72 JimandEllen72 Mar 29, 2016 6:18 AM in response to JimandEllen72
    Level 1 (0 points)
    Mar 29, 2016 6:18 AM in response to JimandEllen72
  • by Linc Davis,

    Linc Davis Linc Davis Mar 30, 2016 7:25 AM in response to JimandEllen72
    Level 10 (207,926 points)
    Applications
    Mar 30, 2016 7:25 AM in response to JimandEllen72

    Please read this whole message before doing anything.

    This procedure is a test, not a solution. Don’t be disappointed when you find that nothing has changed after you complete it.

    Step 1

    The purpose of this step is to determine whether the problem is localized to your user account.

    Enable guest logins* and log in as Guest. Don't use the Safari-only “Guest User” login created by “Find My Mac.”

    While logged in as Guest, you won’t have access to any of your documents or settings. Applications will behave as if you were running them for the first time. Don’t be alarmed by this behavior; it’s normal. If you need any passwords or other personal data in order to complete the test, memorize, print, or write them down before you begin.

    Test while logged in as Guest. Same problem?

    After testing, log out of the guest account and, in your own account, disable it if you wish. Any files you created in the guest account will be deleted automatically when you log out of it.

    *Note: If you’ve activated “Find My Mac” or FileVault, then you can’t enable the Guest account. The “Guest User” login created by “Find My Mac” is not the same. Create a new account in which to test, and delete it, including its home folder, after testing.

    Step 2

    The purpose of this step is to determine whether the problem is caused by third-party system modifications that load automatically at startup or login, by a peripheral device, by a font conflict, or by corruption of the file system or of certain system caches.

    Please take this step regardless of the results of Step 1.

    Disconnect all wired peripherals except those needed for the test, and remove all aftermarket expansion cards, if applicable. Start up in safe mode and log in to the account with the problem.

    Note: If FileVault is enabled in OS X 10.9 or earlier, or if a firmware password is set, or if the startup volume is a software RAID, you can’t do this. Ask for further instructions.

    Safe mode is much slower to start up and run than normal, with limited graphics performance, and some things won’t work at all, including sound output and Wi-Fi on certain models. The next normal startup may also be somewhat slow.

    The login screen appears even if you usually log in automatically. You must know your login password in order to log in. If you’ve forgotten the password, you will need to reset it before you begin.

    Test while in safe mode. Same problem?

    After testing, restart as usual (not in safe mode) and verify that you still have the problem. Post the results of Steps 1 and 2.

  • by JimandEllen72,

    JimandEllen72 JimandEllen72 Apr 1, 2016 4:52 PM in response to Linc Davis
    Level 1 (0 points)
    Apr 1, 2016 4:52 PM in response to Linc Davis

    Logging in as a guest did not resolve the problem

     

    Safe mode did not resolve the problem

  • by Linc Davis,

    Linc Davis Linc Davis Apr 2, 2016 4:58 PM in response to JimandEllen72
    Level 10 (207,926 points)
    Applications
    Apr 2, 2016 4:58 PM in response to JimandEllen72
  • by PAHU,

    PAHU PAHU Apr 3, 2016 12:12 AM in response to JimandEllen72
    Level 6 (16,610 points)
    Apr 3, 2016 12:12 AM in response to JimandEllen72

    There was an issue with a previous version of the Canon MX300 series driver that would cause apps to crash when you tried to print. This occurred with the v10.67 driver on OS X 10.8 and the fix was to update to v10.84. This version 10.84 was the last official release by Canon and it was for OS X 10.9. I recommend you remove the current driver you have and ensure you only have the v10.84.

     

    First step is to open Printers & Scanners and remove the MX310.

    Then open Finder and select the Go menu then Go to Folder. Then copy the following line and paste it into the Go field and then press the Go button.

     

    /Library/Printers/Canon/BJPrinter

     

    Here you will see many folders. Select all of them and trash them.

    Restart the Mac

    When you have logged back in, install the MX310 v10.84 driver.

    When the driver installation has completed, add the printer via Printers & Scanners and then see if you can print.

  • by Linc Davis,

    Linc Davis Linc Davis Apr 3, 2016 6:52 AM in response to JimandEllen72
    Level 10 (207,926 points)
    Applications
    Apr 3, 2016 6:52 AM in response to JimandEllen72

    I just noticed another issue that may be related to the problem, or may cause other problems.

    The aftermarket memory that's installed doesn't meet the specifications for your model (1333 MHz SDRAM.) Please reinstall the original memory, or install new memory of the right type.

    Any reputable RAM vendor will have a web form in which you can select the Mac model and be directed to the compatible parts.

  • by Collibeth82,Apple recommended

    Collibeth82 Collibeth82 Apr 3, 2016 7:28 PM in response to JimandEllen72
    Level 1 (18 points)
    Apr 3, 2016 7:28 PM in response to JimandEllen72
  • by Collibeth82,Apple recommended

    Collibeth82 Collibeth82 Apr 3, 2016 7:29 PM in response to JimandEllen72
    Level 1 (18 points)
    Apr 3, 2016 7:29 PM in response to JimandEllen72

    Printer and scanner software available for download for your Mac - Apple Support

     

    The MX310 is also not listed by Apple (MX320 and up is)

  • by Bruce from Lombard,

    Bruce from Lombard Bruce from Lombard Apr 19, 2016 5:45 PM in response to PAHU
    Level 1 (4 points)
    Apr 19, 2016 5:45 PM in response to PAHU

    Thank you PAHU. This worked for me!!