Note: it's being returned to the place they got it so don't try too hard on this one, I merely want to know how this is even possible and what happened, as we sometimes sell similar Canon printers.

Had a customer pick up a Canon 753cdw ii and "did the setup themselves" with the portal app cell phone thing, which I've been told is actually required. No idea what they did but it seemed to work fine. Got the admin credentials from them no problem.

It's on the main, non-guest wifi and when I attempt to add it, the Canon driver sees it and adds it with some funny non-TCP/IP port nonsense they invented.

Can see an accurate real time status in Windows like sleep, idle, printing, etc. Can ping the printer. Can log into its web controls. The first print job sent disappeared. All followups sit in the queue forever.

So loaded the printer on their DC server - same exact thing.
Loaded direct to the IP using their UFR II driver - same thing.
Loaded using their full installer but with the PCL6 option instead - same thing.
Change the printer over to the wired LAN (unmanaged switch, no VLANs, small co w/20 people) and nope, same behavior.

So, it can do everything but print. Can't find the factory reset option, as it's the only entry missing on the admin menu in the web controls, according to their own documentation. Also can't find the firmware update option anywhere and was too short on time and pissed off to look for that in the support docs.

Did they set up some kind of cloud printing relay and turn off local network printing or something? Is it haunted? Like I said, being returned now as defective but I want to know how to avoid this if it comes up again, as their 2nd office location has this exact same printer model that we installed (before I worked for this MSP) and that works just fine.