Toner supply levels incorrect or missing after replacement

benjifish · ‎03-07-2018

I replaced both the Cyan 201A, and Yellow 201A cartridges on my M277dw printer at the same time. After reinserting the toner drawer, neither of the new cartridges were recognized.

I then hit the power button on the printer and power cycled it. After the printer booted up, it recognized the new 201X Cyan Cartridge (CF401X), however, the level is showing that it is 50% used. The new Yellow 201x Cartridge (CF402X) is still showing that it is empty on the printer LCD supply status screen. When I print out the Supplies Status page the supply level for the Yellow Cartridge reads "Replace" as if it was empty.

I have since rebooted the printer several times to see if it would recognize the new Yellow toner cartridge and it does not. I also attempted to unplug the printer completely and let it sit for 10 minutes, but the status of both cartridges remains the same.

Is there a way to force the printer to reset the status of the Cyan and Yellow cartridges so that it recognizes them as "new"?

Jeet_singh · ‎03-08-2018

@benjifish,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand you are having issues related to your HP LaserJet printer. Don't worry as I have a few suggestions which should help you resolve this issue.

Splendid effort and fabulous description of the issue before posting. Kudos to you on that score. You are a valued HP customer and it is paramount to assist you here. I take it as a privilege to share this platform with you.

To provide you with an accurate solution, I'll need a few more details:

Which country do you reside in and was the printer purchased from the country?

Have you tried to reseat the toners?

Have you tried to use the old toners and check if the issue persists?

In the meantime, let's try these steps here:

Perform a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

Remove all the ink cartridges and then try to perform a hard reset on the printer.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

Now insert the ink cartridges and then try to print a test page and check if it works.

Alternatively, you can also go through this link: HP Color LaserJet Pro - "Incompatible <color> supply" displayed on the control panel

If you have followed these steps and still having the issue. I would recommend this could be a possible hardware failure with the printer. I would suggest you contact our HP phone support for further assistance.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

Jeet_Singh
I am an HP Employee

benjifish · ‎03-08-2018

Hello Jeet,

Thank you for your reply. Here are the answers to your questions:

Which country do you reside in and was the printer purchased from the country?

I reside in the United States, and the printer was purchased from this country.

Have you tried to reseat the toners?

Yes, several times

Have you tried to use the old toners and check if the issue persists?

Yes.
- When I replace the Cyan with the old toner the level indicates that it is very low as expected.
- When I replace the Yellow toner it also indicates it is very low.
- When I swap them back to the new toner's the Cyan continues to indicate that 50% has been consumed.
- The new Yellow toner is still registering very low.

I also performed the hard reset steps as you suggested in your post. Unfortunately, the Cyan toner is still indicating it is at 50% and the Yellow toner is indicating it is very low.

Do you think it could be a defective toner cartridge?

Thanks for your help,

Ben

Jeet_singh · ‎03-09-2018

@benjifish,

Thank you for replying,

As I understand you have already followed the steps suggested and still having the issue. Since you have already tried couple of cyan toners and still having the issue. I would personally suggest you contact our HP phone support for further assistance.