This is a toner cartridge that does NOT have the drum unit built in.  The drum unit is a separate and replaceable unit.

Not Recognizing

 

This cartridge uses a RF or radio frequency sensor chip that’s located on the bottom of the cartridge. This chip does not make physical contact with the printer but rather sits in a specific position to be picked up by the printer’s sensor. Make sure that the cartridge is properly inserted and locks into place to ensure the chip is in the correct position. If the problem persists it is most likely an issue with the chip on the cartridge.

 

Verify that the lock lever on the printer was locked down properly.  Please see the below picture for reference.

Print Quality Issues

 

There is a paper seal on the front of the cartridge that must be removed before installation.  Please ensure this seal was completely removed.

 

This toner feeds toner powder down into a separate drum unit (not part of this toner cartridge) that puts the image onto the page.  Streaking and ghost imaging will most likely be an issue with their drum unit.

 

For light printing you can try holding the toner by its ends and gently rolling the cartridge left to right.  Care should be taken as if they removed the paper seal, toner powder may leak from the cartridge.  Have them roll the cartridge over a trash bin.

 

Not Fitting

 

Verify you have the correct cartridge for your specific printer.  Also double-check that the paper seal was removed from the cartridge.

 

Check to make sure they are installing the cartridge correctly.  See the below picture for reference on how the cartridge should be installed.