PRINT PROBLEM

[AnnickP]

Hi Nils, 

I Never change the  color cartridge , the black one around 6 months ago. I dont remember exactly. 

Since  I change the black one, the color one does not work. 

I dont understand why. 

What do you think about that ? 

Regards 

Annick

[Nils_K]

Hi,

I don't think there is a connection between the changing of the cartridge and the color cartridge not working. But we will find out the issue!

Please, print a diagnostics report. To do so,

1. On the printer control panel, swipe the display to the left, and then touch Setup
2. Touch Tools.
3. Swipe up on the display, and then touch Print Quality Report.
   A Print Quality Diagnostic report prints.

You may upload the diagnostics report as well. But be sure to remove the Serial Number before that. 🙂

Cheers!

Nils

[AnnickP]

Hello Nils,

I tried, but the report also does not print, still a blank page.

Regards,

Annick

[AnnickP]

Hi Nils,

Finally I just changed both cartridges to see and it works but in black and white only.

However the attached diagnostic sheet does show some color, I don't understand why?

Do you have an Idea ?

thank you very much

Annick

[Nils_K]

Hi Annick,

Thanks for report. The colors should be stronger. Please run another automatic cartridge clean to resolve the problem. This is really an unlikely situation that two cartridges are not working properly. I am so sorry! ☹️

What is the result?

Cheers!

Nils

[AnnickP]

Hi Nils,

Sorry for the Delay I was out for a long time.

I try today to run another automatic cartridge clean, The result is exactly  the same. see the test.

When I try to print a document or a photo with a text black and white + color , no colors apparears.

Only black an white.

What can I do ?

Many thanks for your Help !

Regards

[Nils_K]

Hi Annick,

This is really a strange situation. 🤔 However, the report indicates once again that the cartridges causing the problem. I have a few more questions: 

• Where did you set up the printer (is the printer exposed to direct sunlight?)
• What are the ink levels (both cartridges)
• Which date is graved in at the cartridge?
• How much pages do you print in a week?

Cheers!

Nils