Support Code 5100 on Canon TS9540, TS9550, and TS9551C: The Carriage Does Not Move or the Printer Makes a Grinding Noise

Last Updated on 18.07.2026 by DriverNew

Support code 5100 on a Canon TS9500 Series printer means that the printer has detected an obstruction preventing the print head holder from moving. Users often refer to this part as the carriage.

The printer may display the error immediately after it is turned on, after an ink tank is replaced, after a paper jam is cleared, or after the device is transported. Sometimes a cracking or clicking sound can be heard before the code appears, or the carriage repeatedly attempts to start moving.

This guide applies to the following models:

• Canon PIXMA TS9540;
• Canon PIXMA TS9540A;
• Canon PIXMA TS9541C;
• Canon PIXMA TS9550;
• Canon PIXMA TS9550A;
• Canon PIXMA TS9551C;
• Canon PIXMA TS9551CA.

All the models listed above belong to the Canon TS9500 series and use the same basic procedure for resolving support code 5100.

What Canon Support Code 5100 Means

When the printer is turned on and while it is printing, the print head holder moves from side to side. If the printer cannot complete this movement, operation stops and support code 5100 appears.

The most common causes are:

• a scrap of jammed paper remains inside;
• paper is located under the print head holder;
• a paper clip, label, or another object has fallen inside;
• one of the ink tanks is not installed completely;
• an ink tank is installed in the wrong slot;
• an ink tank cover or protruding part obstructs the holder;
• paper was not removed completely after a jam;
• the carriage movement mechanism is damaged;
• the internal positioning strip is dirty or damaged.

When the Printer Must Be Disconnected Immediately

Unplug the power cord and do not attempt to turn the printer on again if:

• a loud cracking or grinding sound can be heard;
• the carriage repeatedly strikes the printer body;
• there is a smell of overheated plastic;
• smoke is coming from the printer;
• liquid has entered the printer;
• a broken plastic part is visible inside;
• a large amount of ink has leaked;
• disconnecting the USB or network cable does not affect the error.

In these situations, turning the printer on again may cause additional damage. Contact a service center.

Method 1: Restart the Printer Correctly

1. Tap Stop on the touchscreen if the button is available.
2. Wait for the print job to be canceled.
3. Press the power button.
4. Wait until the power lamp turns off.
5. Unplug the power cord from the electrical outlet.
6. Disconnect the USB cable if the printer is connected to the computer via USB.
7. Wait approximately two minutes.

Do not begin by reinstalling the driver. Support code 5100 occurs inside the printer and is usually unrelated to Windows.

Method 2: Check for Shipping Tape

This section is especially important if the printer:

• has just been unpacked;
• was recently transported;
• was prepared for moving;
• was stored in its box for a long time;
• displays support code 5100 when turned on for the first time.

1. Make sure the power is disconnected.
2. Open the scanning unit / cover.
3. Inspect the inside of the printer.
4. Check whether any orange shipping tape remains inside.
5. Check the right and left sides of the carriage path.
6. Remove only packaging materials that are clearly intended to be removed by the user.

Do not unscrew parts of the printer body or remove internal plastic components.

Method 3: Inspect the Inside of the Printer

1. Make sure the printer is turned off and unplugged.
2. Open the scanning unit / cover.
3. Use a flashlight or good external lighting.
4. Inspect the area under the print head holder.
5. Inspect the left and right sides inside the printer.
6. Check the area where the holder parks on the right side of the printer.

Look for:

• scraps of paper;
• pieces of labels;
• protective film;
• shipping tape;
• paper clips;
• staples;
• pieces of photo paper;
• loose plastic parts;
• a severely crumpled sheet.

Method 4: Remove Jammed Paper from Under the Carriage

If paper is located under the print head holder, proceed slowly.

1. Make sure the power is disconnected.
2. Do not touch the white strip or other thin internal parts.
3. Hold only the upper plastic part of the print head holder.
4. Slowly move the holder to the right or left if it moves without significant resistance.
5. Stop if the holder does not move or requires force.
6. Hold the jammed sheet with both hands.
7. Slowly pull out the paper at an angle of approximately 45 degrees.
8. Try not to tear the sheet.

If the paper has already torn:

1. Check the area under the holder.
2. Check the left side of the printer.
3. Check the parking area on the right.
4. Remove all visible scraps.
5. Do not use a needle, screwdriver, or knife.

If a scrap cannot be gripped with your fingers without touching the internal strips or mechanisms, do not attempt to remove it with a metal tool.

If the Print Head Holder Does Not Move

Do not pull the holder with force.

Possible causes:

• a thick scrap of paper is trapped underneath it;
• an incorrectly installed ink tank is touching the printer body;
• the holder is locked in the service parking area;
• the mechanism is blocked by a foreign object;
• the drive belt or drive mechanism is damaged;
• the print head cleaning mechanism is jammed.

Inspect the visible area on both sides. If no obstruction is visible, do not attempt to disassemble the parking mechanism yourself.

Method 5: Check the Ink Tanks

An incorrectly installed ink tank may protrude upward and obstruct carriage movement.

1. Reconnect the power only if there is no visible obstruction inside.
2. Turn on the printer.
3. Open the scanning unit / cover.
4. If the holder moves to the ink tank replacement position, wait until it stops completely.
5. Do not hold or move the holder by hand while it is operating.
6. Check the height of all ink tanks.
7. They must be level and installed in their corresponding slots.
8. Press down on each ink tank until it clicks into place.
9. Check whether the ink tank lamps are lit.

If the printer immediately displays support code 5100 and the holder does not move to the replacement position, turn off the device again and disconnect the power.

If the Error Appeared After Replacing an Ink Tank

1. Check the ink tank that was installed most recently.
2. Make sure it is installed in the slot for the corresponding color.
3. Make sure the protective cap has been removed completely.
4. Make sure the orange tape has been removed completely.
5. Press the ink tank down until it locks into place.
6. Close the scanning unit / cover.
7. Restart the printer.

Method 6: Check the Multi-Purpose Tray

Canon TS9500 Series printers include a multi-purpose tray for printing on discs and certain special media.

If the error appeared during this type of printing:

1. Turn off the printer.
2. Check whether the multi-purpose tray remains inside the device.
3. Carefully remove it if it slides out freely.
4. Do not pull the tray with force.
5. Check that the printable disc or special media is installed correctly.
6. Turn on the printer without the multi-purpose tray.

If the tray is jammed, do not use pliers or attempt to break it out.

Method 7: Check the Rear Tray

A small object may fall through the open rear tray and enter the path of the printer mechanisms.

1. Turn off the printer.
2. Unplug the power cord.
3. Remove the paper from the rear tray.
4. Open the feed slot cover.
5. Inspect the tray under good lighting.
6. Remove only a clearly visible and easily accessible foreign object.

Do not turn the printer over suddenly. Ink may leak inside.

Method 8: Check the Paper Path from the Rear

If a paper jam occurred before support code 5100 appeared, part of the sheet may remain at the rear.

1. Turn off the printer and disconnect the power.
2. Turn the device so that its rear side faces you.
3. Open the rear tray cover.
4. Raise the paper support.
5. Remove the rear cover according to the position of its locking tabs.
6. Inspect the paper path.
7. Slowly remove any visible scrap of paper.

If the transport unit cover must be opened:

1. Remove it without using excessive force.
2. Remove the paper.
3. Reinstall the transport unit cover securely.
4. Reinstall the rear cover.
5. Make sure both covers are locked in place.

Do not touch the internal rollers or apply oil to them.

Method 9: Turn On the Printer After Inspection

1. Make sure no paper or foreign objects remain inside.
2. Check the installation of the ink tanks.
3. Close the scanning unit / cover.
4. Connect the power cord directly to an electrical outlet.
5. Do not connect the USB cable yet.
6. Press the power button once.
7. Wait for initialization to finish.

Possible results:

• the Home screen appears without an error — the obstruction has been removed;
• support code 5100 appears again immediately after startup — an internal mechanical fault is likely;
• the error appears only when printing starts — check the paper path and carriage movement again;
• a paper jam code appears instead of 5100 — follow the instructions for the displayed code.

Test the Printer Without a Computer

If the printer starts without an error:

1. Load one sheet of A4 plain paper.
2. Place a document on the scanner glass.
3. On the touchscreen, select Copy.
4. Tap Black.

If copying works, connect the printer to the computer and print a test page.

If support code 5100 also appears while copying, the problem is definitely unrelated to Windows or the driver.

Support Code 5100 After a Paper Jam

If the code appeared immediately after a jammed sheet was removed, the most likely cause is a small scrap of paper.

Check:

• the area under the print head holder;
• the left and right sides inside the printer;
• the parking area on the right;
• the rear cover;
• the transport unit cover;
• the paper output slot;
• the area near the cassette.

Even a small piece of paper may block movement or interfere with a sensor.

Support Code 5100 After Transporting the Printer

After transporting the printer:

1. Place the printer on a flat, level surface.
2. Check whether any shipping tape remains inside.
3. Check that the ink tanks are locked in place.
4. Check the rear cover.
5. Check the multi-purpose tray.
6. Inspect the inside for foreign objects.

If the printer was transported on its side or upside down, ink may have leaked inside. Do not turn on the device if a visible leak is present.

Support Code 5100 After Installing a Compatible Ink Tank

If the code appeared immediately after a third-party ink tank was installed:

1. Turn off the printer.
2. Check the shape and height of the ink tank.
3. Make sure it fits completely into the corresponding slot.
4. Check whether it protrudes above the other ink tanks.
5. If possible, reinstall a working ink tank that was previously used successfully.
6. Turn on the printer.

An incorrectly shaped ink tank may physically contact the inside of the printer body.

If the Carriage Strikes the Right Side

Do not continue turning on the printer.

Possible causes:

• a scrap of paper is in the parking area;
• the print head cleaning mechanism is jammed;
• a drive component is damaged;
• the position sensor is dirty or damaged;
• the internal positioning strip is damaged;
• the mechanism shifted during transport.

The user should remove only a clearly visible obstruction. Do not disassemble the parking area or drive mechanism yourself.

If the Carriage Strikes the Left Side

Check:

• whether paper remains on the left side of the printer body;
• whether a label is hanging inside;
• whether an ink tank is installed at an angle;
• whether a plastic part is broken;
• whether shipping tape remains inside.

If there is no obstruction, the carriage position detection system may be faulty.

If the Error Appears Only During Printing

If the printer turns on normally but the code appears after a print job is sent:

1. Cancel printing.
2. Turn off the printer.
3. Check the carriage path.
4. Check the installation of the ink tanks.
5. Load one new sheet of A4 plain paper.
6. Make a copy without using the computer.

If copying also causes support code 5100, the fault is inside the printer.

If copying works normally, try printing a simple test page. However, support code 5100 is very rarely caused by software or a driver.

Will Reinstalling the Driver Help?

Reinstalling MP Drivers will not help if:

• support code 5100 is displayed on the touchscreen;
• the carriage does not move;
• a cracking sound can be heard inside;
• the error occurs while copying;
• the error appears without a computer connected;
• paper or a foreign object is inside the printer.

Reinstalling the driver makes sense only after the error has been resolved if Windows also cannot detect the printer.

Resetting the Settings Will Not Remove a Mechanical Obstruction

Resetting the network or device settings will not remove:

• a scrap of paper;
• shipping tape;
• a foreign object;
• an incorrectly installed ink tank;
• mechanical damage.

Do not reset the printer before physically inspecting it.

What You Must Not Do When Support Code 5100 Appears

• do not move the carriage with force;
• do not touch the white strip;
• do not wipe internal strips with alcohol;
• do not apply oil or lubricant to the guide rails;
• do not turn gears manually;
• do not use a knife, screwdriver, or metal hook;
• do not turn the printer on dozens of times in succession;
• do not pull jammed paper out suddenly;
• do not disassemble the parking mechanism;
• do not open the electronic section of the printer body;
• do not wash the inside with water;
• do not turn the printer upside down;
• do not install an incorrectly shaped ink tank.

Difference Between Support Code 5100 and Other Codes

• 5100 — an obstruction prevents the print head holder from moving, or a mechanical error has occurred;
• 1300 — paper is jammed while being fed from the rear tray;
• 1303 — paper is jammed while being fed from the cassette;
• C000 — a general error that may also be related to an obstruction or an incorrectly installed ink tank;
• 6000 — a printer error often related to the paper feed mechanism;
• B200 — a serious error usually related to the print head or electronics.

Always follow the instructions for the exact code displayed on the screen.

When to Contact a Service Center

Contact a service center if:

• support code 5100 appears immediately every time the printer is turned on;
• there is no paper or foreign object inside;
• all ink tanks are installed correctly;
• the carriage does not move even when the power is disconnected;
• the carriage moves in jerks;
• the carriage strikes the printer body;
• a loud grinding sound can be heard;
• a broken plastic part is visible;
• the internal positioning strip is damaged or detached;
• the error appeared after the printer was dropped;
• the error appeared after liquid entered the printer;
• smoke comes from the printer or there is a smell of overheating;
• the printer was transported on its side and leaked ink is visible inside;
• a scrap of paper cannot be removed without disassembling the printer.

If no obstruction is present, the motor, position sensor, drive belt, parking unit, or electronic board may be faulty.