Empty toner after replacement

[DOBERMANN]

Got the new toner. Put in the new cartridge and the message said "shake toner" so I did. Repeat. Third time the message read the brand new high capacity was empty. According to the tech I talked to, once the printer reads the cartridge chip and determines it empty, it will always read that chip as empty. Regardless if it is or not. So ... once a cartridge is deemed empty, it always will be. You can buy chips to put on the toner, but the printer will always think it's empty if there is a clog in the printer's toner receptacle. So, how do u clean the clog? Xerox won't tell u...it's a secret, even after you do clean it, all the cartridges are useless because the printer will still read the chips as empty. I called a local Xerox dealer to see if they wanted to buy my less than two year old printer for parts (and high capacity toner) ...they laughed and told me to just throw it in the dumpster.

[gabiene]

It's not a secret, but you need a technician, because you need to remove several components of the toner dispersion to see what is damaged or clogged. The idea is that the toner must reach the development tank where the toner concentration sensor is located. If the toner does not reach there, the machine logic states that the toner cartridge is empty. In principle the cartridges that the machine has declared empty, will be able to be used and will show the correct percentage after the problem is solved. I am sorry for your problems, but I have not heard and have not at least such defects so far.

[korn]

Has anyone actually got this fixed?

I have the same issue. first with magenta now with black too.

machine ticks like it's skipping teeth on reset.

I called xerox 2 weeks ago and was told a tech will call.

they confirmed my 3 year on site service plan from xerox but after 3  calls still no tech coming out.

i'm 2 weeks behind in my work and need a printer...

[DOBERMANN]

Still not fixed. I'm gonna buy the manual someday and try to figure it out. In all my calls to Xerox and inquiries, the consensus is pay a fortune ($1000+ for a "maybe it can be fixed" to just tossing in the dumpster). I bought a $200 HP to limp along until I can do some due diligence and attempt to fix the versalink or replace with a similar but different brand. In other words, invest in a new printer other than Xerox and buy an extended warranty.

[CherylO-Xerox]

Hi Korn,

Thank you for using the Support Forum. I am sorry to hear that the technician has not called.  Please contact our Customer Relations group for help with your service call.

[korn]

Sorry to hear that. I saw someone here got a tech to come out for $500

I feel extra stupid since I bought the 3 year on site service plan with it and at less than 1000 pages its dead.

I'm going to call in the morning to see if there's an ETA on that tech yet..

Sitting on the floor next to it is a xerox color cube that wont stay powered up for more than 2 minutes... I didnt get the extended support with that one and it died just after the warranty expired. I have to wait for the next free hazardous waste day at the transfer station to dump that one..

My old HP 5SI worked for over 2 decades but I wanted 11x17 color...

[korn]

Hi CherylO-Xerox

I'll try that one but I have to say this is a little disconcerting... I know I'm a little out of the way but I was wondering what is OSS4?

On the xerox entitlements page it used to say I had 'ONSITE SERVICE' active but after I called yesterday they canged it to 'OSS4 - ONSITE SERVICE'

whats the significance?

[korn]

Well today I called again

week 3 with no use of my printer

They say the call was closed by ME!

This is the secoind time they cosed the call on me.

They are sending me back into the queue to open a new call.

got someone who said I called the wrong division so I'm getting transferred again.....

This will be the third call opened in as many weeks 

no response from the customer relations group either....

[korn]

Today Meghan fron the customer relations group called me and she finally got my call routed to a real tech. 15 minutes later he was here!

After 2 1/2 hours and a lot of parts removed he got to the clog in the magenta and black paths. 

One was so bad he had to dig the toner out with a screwdriver....

Good to see he found a definite problem and fixed it but it still won’t print as the printer has internally marked my toner cartridges as empty and won’t use them anymore. 

I did have a new magenta cart on hand and it recognized that one as full and the magenta toner level display jumped from 0 to100%

I have to pick up a new black cart and try it. I will go and order one now. 

It did see the magenta cart so I am hopeful the black will work too. 

I must say this, He was very polite and knowledgeable.

Once my ticket made it to his office he responded in 10 minutes and was here just 15 minutes later. He stayed 4 hours and did a great job on the printer.

It doesn’t appear to have been farmed out to another company as it was a Xerox van he came in...

Even though its still going to be 3 more days till I get to try it I’m very pleased with his response....

[CherylO-Xerox]

Hi Korn,

I am glad to hear that the Customer Relations group and your technican were able to resolve the issue with your printer.  Thanks for coming back and posting your update.