Laser Printer magenta slot not working even with new toner

[Awishgoose]

I've tried installing new cartridge. Still doesn't work. I've opened up the unit and tested that the rollers roll. But somehow it seems only Magenta doesn't pick up any toner, even though the drums roll. (I checked the drums do roll by manually moving the motor very slowly and seeing if all gears rotate)

[Sneha_01]

Hi @Awishgoose,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

When a specific color, like magenta, is not printing on a laser printer even after replacing the toner cartridge, it indicates there might be an issue beyond just a cartridge failure. Since you've already checked that the rollers and drums are moving, we can rule out those as the source of the issue. Here are a few steps you can take to further diagnose and possibly fix the problem:

Check for Blockages in the Toner Pathway: Sometimes, toner from a previous cartridge can get clogged in the pathway to the drum, preventing new toner from reaching the drum. Make sure there's no blockage in the path that the magenta toner takes from the cartridge to the drum.

Clean the Laser Scanner Window: Each toner color has a corresponding laser scanner that 'writes' the image onto the drum before it's transferred to paper. If the laser scanner window for magenta is dirty or obstructed, it might not be able to write on the drum. Locate the laser scanner window for the magenta toner and carefully clean it.

Check the High Voltage Connections: Laser printers use high voltage to transfer toner from the cartridge to the drum and then to the paper. If the high voltage connection for the magenta toner is faulty or dirty, it could prevent the toner from being transferred. Check the connections and contacts for the magenta cartridge and clean them if necessary.

Firmware or Software Issues: On rare occasions, firmware or software problems can cause a printer to fail to print a specific color. Click Here

I hope this helps.

Take care and have a good day.

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Rachel571 

HP Support

[Repairatrooper]

On the left side of the slot where the toner cartridges insert there are a set of contacts. There are 4 sets, one for each cartridge and they are identical. Compare them to see if there is a damaged contact,  See example below:

[Sneha_01]

Hi @Awishgoose,

Thank you for your response. Looks like this issue is a hardware failure. 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support

[Awishgoose]

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@Sneha_01 wrote:

Hi @Awishgoose,

Thank you for your response. Looks like this issue is a hardware failure. 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support

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Hi, I've been trying to get support for more than a month now, but the automated system HP has in their website doesn't allow me to connect to anyone, not even any support engineer. It ends the chat as soon as I give the serial number (probably as the warranty for this product has expired). That's why I resorted to opening up the product on my own (as I had no idea where I can even give this for servicing). It has been very frustrating experience.

So instead of trashing it as one of the HP emoployee said when I called the number provided, I have made it a personal project to find and fix the issue. Also, it seems few other people have this exact same issue with the exact same color on the exact same model.