Error: "Remove shipping lock on black cartridge." Even though the shipping locks are removed

[KaylaBee23]

My printer, Color LaserJet Pro MFP M476dn, is giving an error when installing the black printer toner. The error states: "Remove shipping lock from black cartridge." However, the shipping locks are off. After looking at other suggestions online, I've tried many things:

• Making sure the white shipping lock mechanism is functioning properly
• Clean points of contact between the cartridge and the printer (i.e. metal areas)
• Shutting off the printer and turning it back on (including unplugging the power cord)
• Uninstalling and reinstalling the cartridge 
• Switching the black toner with a different toner cartridge - I did magenta. The error persists with "Remove shipping lock from magenta cartridge." The printer does not give the error that the toners are in the wrong color slots. I've also tried unplugging the power cord before switching the cartridges with no change.

This occurred for 3 different black toners (all HP brand 312A - CF830A). At first, I believed the toners to be defective, but after returning and repurchasing new toners, the error persists. Please let me know how to fix this issue.

[Sneha_01]

Hi @KaylaBee23 

Welcome to HP Support Community.

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

It sounds like your HP Color LaserJet Pro MFP M476dn is encountering a persistent issue related to the shipping lock on the toner cartridges, even though you've removed it correctly. Since you've already tried several troubleshooting steps, including switching cartridges, cleaning the contacts, and restarting the printer, there might be a deeper issue either with the printer’s hardware, toner installation mechanism, or software settings. Let's go through a few more things to check and try:

1. Check for Any Remaining Shipping Lock Pieces

• Double-check that all pieces of the shipping lock (the clear plastic pieces) are fully removed.
• Sometimes, small pieces of the shipping lock mechanism can remain inside the toner slot or be stuck on the cartridge, preventing proper contact.
• Even if you see that the lock is off, inspect the toner cartridge and printer slot closely to ensure nothing is stuck.

2. Check Toner Cartridge and Printer Contacts Again

• While you've already cleaned the contact points, it’s important to ensure both the toner cartridge’s contacts (the metal strips on the cartridge) and the printer’s contacts are clean and making proper contact.
• Use a soft cloth and some isopropyl alcohol (preferably 99%) to gently clean both the cartridge contacts and the printer’s contact points.
• Make sure you’re not using excessive force when inserting the toner, as this can damage the contacts.

3. Check Printer’s Toner Slot for Obstructions

• Inspect the printer's toner slot where the black toner is inserted. Sometimes small pieces of debris, paper dust, or even toner dust can cause the contacts to not make a proper connection.
• Try using a soft brush or compressed air to clean around the toner slot and ensure there’s no debris that could interfere with the cartridge installation.

4. Reset the Printer’s Firmware

• Resetting the printer's firmware could help resolve software issues that are causing the error to persist. Here’s how to reset the printer:
  1. Turn off the printer.
  2. Unplug the power cable from the printer.
  3. Wait for at least 30 seconds.
  4. Plug the power cable back in, turn the printer on, and check if the error persists.

5. Try the Cartridge in Another Printer (If Available)

• If you have access to another printer of the same model (or another HP printer that uses the same 312A CF830A toner), try installing the black toner cartridge in that printer.
• If the same error occurs in the second printer, the issue might be with the toner itself (even though you’ve purchased new ones).
• If it works fine in another printer, the problem is likely with the printer’s toner mechanism.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Sneha_01

HP Support

[KaylaBee23]

Hello,

I have tried your suggestions 1 through 4, and the issue persists. I do not have access to another printer that uses the same toners, so I cannot test number 5.

Thanks

[Sneha_01]

Hi @KaylaBee23 

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support