THIS IS A TONER THAT HAS THE OPC DRUM BUILT INTO THE CARTRIDGE ITSELF AND IS REPLACED AS ONE WHOLE UNIT.  THERE IS NO SEPARATE DRUM UNIT.

 

Not Recognizing

 

Verify they have the correct cartridge for their specific model printer.

 

This cartridge has a chip located on the front.  Check to make sure the chip is present and the two gold contacts are clean.  Use a lint free cloth to gently clean the chip.

 

Make sure the cartridge is being installed correctly and that it is fitting all the way into place.

 

A reset is sometimes necessary for the printer to try re-reading the cartridge.  To do this remove the cartridge, power down the printer, and then disconnect the power cord for 10-15 seconds.  Re-connect the power cord and turn the printer on.  Re-insert the cartridge.

 

Print Quality Issues

 

There is a pull seal that must be removed from the side of the cartridge.  Please ensure this was completely removed.

 

Check the green OPC drum on the bottom of the cartridge itself for any damage or debris.  Make sure the customer does not touch the OPC drum.  You can use a dry lint-free cloth to gently wipe the roller.

 

You can try redistributing the toner powder inside the cartridge by holding the cartridge by its ends and gently rolling left to right a few times.

 

For customers willing to do more advanced troubleshooting or those who need to try to get an immediate solution you can try the following;

Sometimes when the toner cartridge is replaced with a new toner cartridge or a toner cartridge that has been stored out of the machine for a prolonged period of time, streaks may appear on the printouts. There is a “Special Mode B” function on the printer to prevent these streaks from appearing. The default setting is <OFF>.  To turn this function on, please do the following;

Print some pages to see if the lines have disappeared.  It may be necessary to move to the next mode if the previous one did not fix the problem.  There are three different modes to try to eliminate lines.

 

Also refer to the forum topic “General Troubleshooting Tips-Toner” for general toner troubleshooting tips.  It’s found in the Critical Issues board.