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Cannot Rotate Cartridge (Phaser 6120)

I have a Phaser 6120 and am unable to print because it says to replace the Y catridge; however, when I go through the menu steps to do so, it comes up with cannot rotate cartridge.  There are no paper jams.  When I open the printer I see the Cyan cartridge and it won't move to the yellow.  I tried moving it manually without success. 

 

Please advise.

 

Thanks much!

Krista

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Re: Cannot Rotate Cartridge (Phaser 6120)

After three days of trying to decipher the "cannot rotate" to remove yellow, I am convinced your best answer is to go to the HP website as I intend to and find a company that builds machines without coded messages.  My printer has no paper jams either and it prints out a configuration page every time I start it. No business can afford this sort of service.

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Technical Escalation Support
Technical Escalation Support

Re: Cannot Rotate Cartridge (Phaser 6120)

Hi...actually the answer to this problem is in the Xerox Online Support Assistant here on Xerox.com. Here is the link to the Phaser 6120 Knowledge base. Here is the link.

 

http://www.support.xerox.com/support/phaser-6120/support/enus.html

 

Just type in the error message in the text field for the knowledge base and you will find your answer (essentially there is a manual override button under the top door to the machine...the knowledge base article contains step by step instructions as well as color pictures to resolve the problem).

 

Hopefully this helps to resolve your problem. If not, at the top of the knowledge base window you will find the 800 number for contacting the Xerox Customer Support Center (800-835-6100)

 

 

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Re: Cannot Rotate Cartridge (Phaser 6120)

 

Unplug printer.

Open case to see toner cartridges

 

See the little "key" shaped hole on the RH side of the case, to the right of the carosel? Take a pen or pencil, stick it in there and hold down. it feels "springy" when you're in the right spot.

 

This allows the carosel to be rotated freely. It rotates toward you and down. If taking out multiple cartridges, you MUST continue to hold the manual release down while you turn the carosel (it's okay to release it while each one is in position to be removed).

 

Note that the toner cartridge won't come out until it is aligned with the slot on the left.

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