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WorkCentre 6015 does not print even in grayscale just because cyan cartridge not detected

Hi,

 

my WorkCentre 6015 printer complained about my cyan cartridge being empty every time I turned the printer on.

I usually don't print in color so I didn't care. Finally, I decided to buy some cheaper cartridge alternative than the original Xerox one.

Since I first inserted the new non-Xerox cartridge into the printer I keep getting error 093-972 (stating that no cyan toner cartridge was detected).

 

I tried to replace the new cyan cartridge with the old empty Xerox one but the error stays the same (cyan cartridge not detected).

 

With this error I can't print at all. The printer won't even let me print in grayscale!

 

Do any of you have any idea what I could try to fix this?


Note, I'm from the Czech Republic and it seems Xerox doesn't provide support service locally here and I definitely do not want to send the printer abroad just because the printer refuses to detect any cyan cartridge (especially since I generally want to print in black an white).

 

Thanks in advance for any hint/advice.

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Re: WorkCentre 6015 does not print even in grayscale just because cyan cartridge not detected

Hi chrvi,

Thank you for using the Support Forum. Please remove the cartridge and turn off the machine.  With the cartridge still out of the machine turn it back on.  You should get a different message telling you the cartridge is not there. Install the Xerox cartridge using the documented instructions.  If it still does not recognize your cartridge please consider contacting your support centre for further assistance.. 

Thanks,
CherylO-Xerox
Community Manager

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Re: WorkCentre 6015 does not print even in grayscale just because cyan cartridge not detected

Hi, 

 

thank you for your reply.

I've just tried the suggested process with the cartridge removal and replacement once again.

The problem stays the same (note, I'm translating the error message from Czech so the exact English error might be a bit different):

 

Cartridge disconnected.

093-972 printer

Insert

Cyan cartridge

 

This error appears right after the printer is turned on and doesn't allow me to work with the printer at all (I cannot enter anything in the printer's menu nor to change the printer mode (scanning / copying / printing) or perhaps I just don't know which button on the printer I could use to move on (ignoring the error message) and start using the printer at least in some limitted way).

Is there anything I can do to make the printer work in some way, not being stuck on the error message all the time?

What about upgrading the printer's firmware or something?

 

I would consider contacting a support centre but I failed to find any information regarding Xerox support for the Czech Republic on Xerox web pages. Would you please give me some tip / contact I could use for the Czech Republic?

 

Thank you.

 

Best regards,

 

Radek Charvat

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Re: WorkCentre 6015 does not print even in grayscale just because cyan cartridge not detected

Hi chrvi,
Thank you for using the Xerox forum.

I would suggest that you review the following site and search the knowledge base for a potential solution or find the contact us link. Podpora a ovladače  http://www.support.xerox.com/support/cscz.html

 

Also on the site you can try "To find a specific fault code, try our Fault Code Search."

You may consider reviewing the steps identified for the 093-972 fault code here


Please let us know if you need additional assistance.

Mitch Swetsky
Xerox Customer Tools & Social Media Moderator
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Re: WorkCentre 6015 does not print even in grayscale just because cyan cartridge not detected

Hello, 

 

I retried various recommendations without any success. The only thing I am able to do with the printer is use its scanner via my PC.

 

I decided to try a "WorkCentre 6015 CD package" - perhaps I'll be able to communicate with the printer somehow instead of its unresponsive display and buttons (once the cartridge problem occurs after turning the printer on).

 

I also downloaded some zipped firmware and would like to give it a try (in case my current printer software just got stuck for some reason and is not capable to communicate via the printer's control buttons any more because of the missing cartridge error).

 

Will further post any findings / solutions...

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Re: WorkCentre 6015 does not print even in grayscale just because cyan cartridge not detected

So... again... no success.

The CD package reinstalled and nothing happened (which I expected anyway - why should some Windows application help with a purely printer problem...).

 

I also tried the firmware update (downloaded from http://www.support.xerox.com/support/workcentre-6015/downloads/cscz.html?operatingSystem=win7x64&fil... but the update was not successful. It found the connected printer, displayed successfully its serial number, sent data to the printer via USB and on my PC the firmware update was announced as successful, nevertheless, on the printer I could only see a message on the display (something like "Cancelling FW") and nothing happened.

I waited some 15 minutes but nothing changed, so I turned the printer off (no control buttons had any effect and the printer was unresponsive in the same way as in the cartridge not detected error scenario).

After turning the printer on again I can see absolutely no difference - the cyan cartridge not detected error is displayed again.

 

I wish I could at least switch the printer to the greyscale mode with the greyscale/color switch button but as always the printer does not respond to pressing any button. :-(

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Re: WorkCentre 6015 does not print even in grayscale just because cyan cartridge not detected

Hi chrvi,

Thank you again for your patience and using the forum.

 

Your issue started after installing a non Xerox ink cartridge and would not go away even when you put the old empty cartridge back.

 

This link will guide you to see what the device sees from CWIS. Review to determine if anything else is incorrect, if it is then software could be an issue. If it is accurate, then use this link to review the removal/install process for the ink cartridge.

 

Carefully inspect the electrical contacts on the top of the cartridge and the matching finger contacts inside the top of the ink slot on the machine, as shown in the following image. I would compare them to another color to determine if they are dirty or damaged.

You may try gently rubbing a pencil eraser on the contacts to remove dirt or oxidation.

6015 ink.JPG

 

Finally It seems that the fault needs to be reset and the way that normally happens is installing a new cartridge. SInce what you have does not work, have you tried a new Xerox cyan ink cartridge?

This link should help find a local vendor http://www.office.xerox.com/cgi-bin/dmoresloc.pl?XOGlang=cs_CZ&reseller_type=supplies

Mitch Swetsky
Xerox Customer Tools & Social Media Moderator
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Re: WorkCentre 6015 does not print even in grayscale just because cyan cartridge not detected

Hi Mitch,

 

thank you for your tips.

 

I've once again (checked the cartridge removal/installation instructions and) removed the cartridges in order to compare them and checked the contacts on their chips. No difference as far as I can tell. Still, I softly applied the eraser on the chip, just in case, but with no success regarding the cartridge error.

 

I've never used CWIS but I can't see how I could use it now - I don't know the printer's IP address and because of the cartridge error I cannot access the printer's system settings to look it up. Unless I can somehow access the printer's settings from my PC without knowing the printer's IP I'm stuck. (Isn't there a way how to assign the printer's IP manually in the same way I could do with PCs in my home local network?)

 

As for the new cartridge I haven't tried it yet because the new cartridges are quite expensive (not to mention the fact I was not interested in a new color cartridge in the first place, I rather wanted to get rid of the "cartridge almost empty" warning which was the only reason I tried the non-original cartridge. Otherwise I'd be OK with not having color toners because I hardly ever print in color (and the original Xerox cyan cartridge is not empty yet, anyway)).

 

Regards,

 

Radek

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