Just wanted to follow up in case another person ran into the same issue.. I made an attempt to schedule service through 1 of the 2 support partners covering my area, about 4 days later i recieved a call stating they no longer service my model printer, the other partner did not reference my printer on their website at all so i decided to dive into it myself.
long story short i tore down the top side (output tray) and front (toner side) of the printer and was able to remove the feeder tube tray that the color toners rest on, once that was out i noticed the gear on the tray for my cyan toner was missing part of two teeth. i attempted to turn the gear but it was bound up. i pulled the gear off the back side and pushed the gear rod toward the front of the printer exposing the inner spiral mechanism and dumping all of the toner on the floor including several 1/4" size chunks (only used xerox brand toners in this one). i tapped the tube on the floor a few times to get the rest of the loose toner out and reassembled. mechanism spun with little bind- there is a tension arm in there creating some resistance. put the printer back together, powered up let it run through the process telling me the cyan was empty, removed and reinserted the cartridge and about 3 minutes of calibrating later all is working again.
