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New Member
twoeyedox
Posts: 3
Registered: ‎11-10-2011
Accepted Solution

ColorQube 8870 Rejects Ink

Printer: ColorQube 8870
Serial: XFL100202

 

I have bought Xerox brand ColorQube Ink item numbers 108R00953 (black), 108R00952 (yellow), 108R00951 (magenta), 108R00950 (cyan) bought in 6 packs of each from Nerds.net.

 

I get an error message title "Remove Incorrect Y Stick (slot 1), See in packaging for detail" for the yellow stick and similar messages for the other colors.  I went to the FAQ and reviewed the corresponding message - it was no help at all.

 

My ink sticks correspond to the 8870 shape for the larger size (extended capacity). The letters EFGH appear on the bottom of the left side.  This matches the North America 8870 Ink Stick SKU's.

 

I live in Oklahoma and bought the printer via Amazon Prime a week ago. It's serial is : XFL100202  The number is confirmed as correct via both the configuration page printout and display.

 

System Firmware: 1.3.8.P / OS 10.62 / PS 4.10.0 / Eng 23.P1.4.10.0 / Net 42.40.09.02.2011 I updated my firmware successfully this week after it's arrival on Monday. It has 512 Mb RAM. The printhead serial number is RR20P4730/45.  I'm using the latest firmware from the software/drivers website support.

 

Everything tells me I'm following all instrucitons but the printer won't accept the ink.

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Advisor
Fabio
Posts: 1,340
Registered: ‎10-11-2010

Re: ColorQube 8870 Rejects Ink

[ Edited ]

yes, i have some more info about this :

 

problem :
Printer displays a Remove Incorrect Ink Stick message, even if the correct ink stick is installed.

cause :
The 8570/8870 comes shipped with neutral "factory" ink sticks with no region coding. Upon the installation of the first new ink stick after these factory sticks, the machine will set a region code based on the installed ink stick and will only accept ink stick for that region from that point forward.
Common region settings are NA (North America), Metered-NA, DMO, and XE (Europe).
In some cases, the region code may be set incorrectly which will prevent ink sticks from passing the ink loader gate and will display this error.

solution :

To correct the error, the region code must be reset to neutral, after which the next ink stick installed will determine the region code for the machine.

 

1). Print the service usage profile from the service tools menu. Locate line 275 to determine the current region code for the machine. If unable to print due to the fault, the service usage profile can also be accessed via CentreWare IS  xxx.xxx.xxx.xxx/view_usage_profile_report  (where xxx.xxx.xxx.xxx is the IP address for the machine).

Example: 192.168.1.50/view_usage_profile_report

 

If the region code is incorrect, proceed to step 2. If the region code is correct for the market in which the machine is installed, then the ink stick being used may be incorrect, broken, or the ink loader may be malfunctioning. Only genuine Xerox 8570/8870 ink is guaranteed to work correctly.

 

2). A snippet is required to reset the region code to a neutral state. To obtain this snippet, contact your technical support line.

3). Download the snippet to the machine following standard file download procedures.

IMPORTANT: If the machine is displaying an error message due to out of ink, the machine must be in MFG (manufacturing mode) to accept the snippet. To enter MFG mode, hold the "UP" and "CANCEL" buttons down and power on machine. Continue to hold the buttons until the Xerox Logo has scrolled across the display.

 

4). Print or view the usage profile again to confirm the region code has been neutralized.

 

5). Restart the machine in normal mode and wait for machine to request ink or has come to the "Ready" state.

 

6).  Load an ink stick after confirming it is correct for the installed market (see chart below), this will set the region code for the machine.

 

7). Print or view the usage profile again to confirm region code is now set correctly.

 

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New Member
twoeyedox
Posts: 3
Registered: ‎11-10-2011

Re: ColorQube 8870 Rejects Ink

Thanks for your reply.

 

I called customer service.  The representative noted that is problem appears to be an issue with the ColorQube 8870.  

 

It appears the fix will involve hardware replacement.  He seemed OK to send me a snippet if that would fix it but that the fix now appears to involve hardware component replacement.

 

They are sending a suport tech out to do the changeout.  I'll try to report back what that involved.


Doug

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New Member
twoeyedox
Posts: 3
Registered: ‎11-10-2011

Re: ColorQube 8870 Rejects Ink

The support tech which arrived noted that you were indeed correct.  He also confirmed the ColorQube 8870 is having Reject Ink messages as a known issue.  

 

The fix did not involve hardware replacement as I was told over the phone.  It did involve a snippet fix which he uploaded into the printer.  

 

The procedure you found and posted above will help future users expedite customer service calls.  Thanks again for taking the time to share your expertise.

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New Member
icecubebox
Posts: 3
Registered: ‎04-30-2013

Re: ColorQube 8870 Rejects Ink

I have had a ColorQube 8870 for more than two years (no warranty left) and it is rejecting the colored ink from the packages of six for each color that I have used until now. The problem is that I refilled the black ink with ink for an 8570, which I bought by mistake (they are slightly smaller). The 8570 ink is gauranteed to work in the 8870, and indeed it does!  The printer swallowed the 8570 block of black ink, and now will no longer take the 8870 ink.

 

As others have noted, the region code is now set to XE. If only I could get the code snippet I could reset it to neutral. I'm competent with computers, so I expect I could figure out how to do this. The Xerox service line says they can't give the snippet and must send a service rep at $299.

 

This is ridiculous. The 8870 and 8570 are gauranteed to work! I'm very dissatisfied.

 

 

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Community Manager
CherylO-Xerox
Posts: 1,614
Registered: ‎07-21-2010

Re: ColorQube 8870 Rejects Ink

HI IceCubeBox,

Thank you for using the Support Forum. I hope that your problem has been resolved by now.  If not please consider contacting your support centre for further assistance.

Thanks,
CherylO-Xerox
Community Manager

Be sure to click Kudos for those who have helped you.
Select Accept as Solution for posts that have helped to solve your issue(s)!

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New Member
greg@qls.com
Posts: 1
Registered: ‎05-03-2013

Re: ColorQube 8870 Rejects Ink

I have 2 8870 printers that have just gone off page pack and have the same issue and Xerox is trying to tell me that there is a hardware issue and that no snippet can be down loaded to sort out the issue. I feel that they just want me to renew page pack to sort out the problem. I have bought North American ink sticks and they should work but are being rejected. How do I sort this issue out?
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New Member
icecubebox
Posts: 3
Registered: ‎04-30-2013

Re: ColorQube 8870 Rejects Ink

Thanks CherylO-Xerox. You worked some magic. I spoke with a technician yesterday who fixed my machine over the internet! He installed the snippet for me. It cost me nothing.
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New Member
icecubebox
Posts: 3
Registered: ‎04-30-2013

Re: ColorQube 8870 Rejects Ink

It sure would be nice to have access to the code snippet that resets the ink region code to neutral. I still have a bunch of the 8570 ink that I would love to use. I paid hundreds of dollars for the ink. However, now I can't use it because I don't have the snippit. Why is it top secret?

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Community Manager
CherylO-Xerox
Posts: 1,614
Registered: ‎07-21-2010

Re: ColorQube 8870 Rejects Ink

Hi Icecubebox,

I was finally able to find an answer for you thanks to my manager.  From what we know now the snippet that resets the region code resets the machine billing status so the machine needs to be verified for entitlement. So at this time we cannot post the snippet. 

Thanks,
CherylO-Xerox
Community Manager

Be sure to click Kudos for those who have helped you.
Select Accept as Solution for posts that have helped to solve your issue(s)!

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