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Q: Could my computer have a virus?

My new canon

printer won't print.  Canon support told me I have a virus that is affecting how my mac book pro talks to the printer.  How do I fix this? 

MacBook Pro (Retina, 13-inch, Mid 2014), Mac OS X (10.7.5)

Posted on Sep 4, 2016 7:52 PM

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Q: Could my computer have a virus?

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  • Helpful answers

  • by John Galt,

    John Galt John Galt Sep 5, 2016 5:49 AM in response to 6d733pv
    Level 8 (48,346 points)
    Mac OS X
    Sep 5, 2016 5:49 AM in response to 6d733pv

    Please read Resolve printer issues on your Mac - Apple Support. If that doesn't help please write back, and provide the printer's exact model designation.

     

    Canon support told me I have a virus

     

    Are you quite certain you contacted legitimate Canon support, and not some scam outfit fraudulently representing themselves as Canon support?

     

    The reason for asking is that if that's really what Canon support said, they are woefully incompetent and don't deserve your business. If you were to follow such incompetent advice and install a non-Apple "anti-virus" utility, not only would that not fix the problem, you would encounter additional, unrelated problems. I suggest you return the printer for a cash refund, explain the reason for you decision, and purchase one from a different manufacturer.

  • by Limnos,

    Limnos Limnos Sep 5, 2016 6:26 AM in response to 6d733pv
    Level 9 (53,552 points)
    Mac OS X
    Sep 5, 2016 6:26 AM in response to 6d733pv

    Is the computer information in your profile up to date? Are you sure the printer works with OSX 10.7.5? We bought a Brother printer a year ago and they required 10.9 or newer.

     

    Chances of this being a virus doing this = 0.0001%  I am with John Galt, are you sure it was somebody from Canon who told you this and not some scam support site?

  • by Eric Root,

    Eric Root Eric Root Sep 5, 2016 8:18 AM in response to 6d733pv
    Level 9 (69,536 points)
    iTunes
    Sep 5, 2016 8:18 AM in response to 6d733pv

    Did you download a driver compatible with whatever OS version you are using?

  • by Kurt Lang,

    Kurt Lang Kurt Lang Sep 5, 2016 8:50 AM in response to 6d733pv
    Level 8 (37,639 points)
    Sep 5, 2016 8:50 AM in response to 6d733pv

    You can't have something that doesn't exist. While there are plenty of ways to install a Trojan (adware, keyloggers, anything YOU install in some manner), there are no viruses, which replicate without user interaction.

     

    Per John Galt's note, did you call a site that has nothing to do with Canon? As an example, I typed in "canon printer support" in Google. Note that virtually none of the toll free numbers listed belong to Canon.

     

    canon printer support

     

    Like canon.printertechsupportnumber.com. Just because canon is part of the name, doesn't mean it belongs to Canon. The actual site is whatever is just before the .com. So in this case, the site is printertechsupportnumber.com and have nothing to do with Canon if you call them. If they called it canonprintertechsupportnumber.com, with no period after canon as they have it, it still doesn't belong to Canon. Others are much more obvious, like //osf.io/g8ekx/ . Who would be fooled into thinking you would be calling Canon with that URL, even though it says Call 1800-xxx-2171 Canon Printer Technical Support Phone as the link name?

     

    There are tons of scam sites like this. Granted, they may also actually be legally established repair sites, but they're privately owned and may know little to nothing about the device you have questions on.

     

    Much more help to getting a solution to your question here would be for you to note what model Canon device you're referring to. Guessing on our part is no help since there are so many to choose from.