Canon support code 5011 (scanner unit error)
Support codes 5011 and 5012 indicate a scanner error. The scanner carriage did not reach its home position, the lamp did not light, or the scanner motor did not respond during start-up or a scan. 5011 is the general scanner failure; 5012 is commonly reported when the scanner cannot complete initialisation. The printer usually cannot print, copy or scan while the error is active.
What causes it
- Scanner lock switch engaged (on models that have one) after transport
- Packing material or a stuck object under the scanner glass
- Scanner flat cable loose after the printer was moved or dropped
- Scanner motor, belt or sensor failure
- Firmware glitch during initialisation
How to fix it, in order
Work down the list and stop when the printer recovers. The steps are ordered from most likely and least invasive to last resort.
Turn the printer off and unplug
Press the power button, then disconnect the power cord for at least 60 seconds. Reconnect and power on. A one-off initialisation timeout often clears.
Check for a scanner lock
Some PIXMA MX and older MG models have a lock switch on the underside or side of the scanner unit. Slide it to the unlocked position.
Look under the scanner glass
Lift the lid and check the glass and edges for tape or packaging. Hold a light to the glass and watch during start-up to see whether the scanner bar moves and lights up.
Check the document cover sensor and hinges
Make sure the lid closes properly and nothing is wedged in the hinges. A cover that cannot close can prevent the scanner initialising on some models.
Reseat the scanner cable
If the printer has been dropped or moved, the flat cable from the scanner unit to the main board can loosen where the scanner unit hinges. On models where the scanner unit lifts, inspect the cable at the hinge for damage and reseat if it is accessible.
Update the firmware
If the printer powers on and connects, use the Canon PRINT app or the printer's web interface to apply any firmware update, then restart.
Stopping it happening again
When it is not worth fixing yourself
If you would rather not work through this alone, a printer specialist can take a look with you on a screen-share and tell you honestly whether the machine is worth saving.
Frequently asked questions
Can I print with error 5011?
Usually not. The printer treats it as a fatal error and blocks all functions until restarted without the error.
What is the difference between 5011 and 5012?
Both are scanner errors. 5012 tends to be reported when the scanner cannot initialise at power-on, 5011 when it fails during a scan. The fixes are the same.
Will a factory reset fix 5011?
Only if firmware or settings corruption was the cause. It will not help a mechanical scanner failure.
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