CP1515n New Toner - 5% Left Already!

[Dinsyboy]

We recently installed the HP CP1515n laserjet printers at work and are having a strange issue with some of the toners that have been used as replacements. Firstly, all toner cartridges are original HP and the printers themselves are practically brand new (less than 1 month) and yet the yellow toner I replaced yesterday is showing as having 5% left and LOW! It has printed less than 10 pages since replacement. For a cartirdge that states 1400 pages on the box this is a bit of an issue...!

Anyway, I know I can send the cartridge back for replacement, but has anyone else had this issue with the same printer? Is there anything that can be done to sort this issue out on site? It is obviously an issue with the chip on the toner misreporting toner levels as it must be full!

Any help gratefully accepted!

Many thanks,

LD 

[frprinterwiz]

The issue is likely to be more in the way the new toner cartridge was installed.  If you left the printer powered on and swapped out the toner cartridges, it is possible that the old value was written into the new cartridge if it has an EPROM chip.  Double check your menu options, you may be able to tell the printer it is a new cartridge and have it reset the values (if it's not an EPROM chip).

The proper way to install consumables is to power down the printer and remove the old/defective piece, close the covers and power the printer on.  Wait for the printer to tell you that the consumable is missing and then with the printer still turned on, put the new item in the printer and allow it to continue.  It may ask you on the control panel (if so equipped) if the piece is new or not. 

If this is the first time you have replaced the toner, or the first time this issue has occured - call HP and let them know what happened, they may be able to help.

[Dinsyboy]

Many thanks for the advice - I will try this tomorrow! LD

[Dinsyboy]

Okay so I repeated the process as mentioned above but I think the damage has been done to the EPROM chip (it does have one of these) on the toner. However, I have set the Toner Out message to override, so although it now shows 1% it should still continue to print beyond. Can the printer become damaged from doing this or will it simply use the toner up until it starts to deteriorate at which point a new one will be installed properly? Thanks again for any advice on this - we have just started using Web Jetadmin too for supply status but it'd help if we could get the toner status accurate first! LD

[frprinterwiz]

If there's an EPROM chip, then there's no way to change the value now.  The over ride should work just fine although I don't have direct experience with this exact model.  I'd just keep an eye on the page count so you don't exceed the recommended page yeild for the cartridge.  I don't believe you would damage the printer if you ran it until that colour stopped printing but I wouldn't recommend it.

[SteveC]

I have exactly the same problem. Fitted new toner 3 days ago, printer happy showing lots of soot left, now when I power on --- Low Toner on all cartridges.

************ HP have a problem but won't admit to it. ************

Just spent 45 minutes talking to a help line operator who was not that helpful. Just got me to set the low toner setting to overide. One way to bodge it.

The cartridges feel heavy enough when I compare to the empty ones, so I know there is toner in them.

[SteveC]

Put in another new cartridge so we'll see how that goes over the next few days.

[HPScott · Accepted solution]

This is a known issue:

http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01615934&lc=en&dlc=en&cc=us&lang=en&rule=8461&p...

Although override will allow you to keep printing, updating the printers firmware will eliminate this from happening in the future.

ScottH - An HP employee

[SteveC]

Scott,

You're a star!! I will try the download when I get home tonight.

I appreciate that the current cartridge EEproms have alread been written to and that they cannot be reset so I will have to keep a tally on the page count print.

What is a little concerning however is that the "help desk" did not offer this as a solution. I suppose i'll be back on the phone today for a follow up call.

I don't suppose that anyone knows what type of EEprom is being used in the cartridge? It sits on the top and only has two connections, so i assume it's an I-wire device.

Cheers

Steve. 

[SteveC]

Successfully updated printer firmware........

Successfully updated HP customer help desk!!

Although to be fair the chap I spoke to today was excellent. Pleasant contrast. Must use a USB lead to update. Not network connection.

Cheers all

Steve.