?No Toner Levels Found for This Printer? message shown in Cloud Fleet Management portal

A “No toner levels found for this printer” message shown is shown in the Printer Details page of the Cloud Fleet Management portal instead of actual toner levels.

Possible Cause:

Scenario 1

Note:

Click here to view the specific printer models that are affected.

• There is an invalid character in the printer’s Asset Tag field in the printer’s embedded web server (EWS) Device page.

• These characters should not be used in the Asset Tag field.

  • < > & “ ‘

• Special characters

  such as the following may also cause this issue.

  • ü, é, â, ú

• The printer’s Location and Contact Name fields are not affected.

  

Scenario 2

Note:

Click here to view the specific printer models that are affected.

• There is an invalid character in the serial number of one of the printer’s toner cartridges.

  • This may indicate that a non-genuine Lexmark toner cartridge is being used.

Solution 1

• Remove the invalid characters

  from the Asset Tag field. The display of the printer’s toner levels will be restored.

Solution 2

• xref_HO550_xref that removes the invalid character

  from the toner cartridge serial number.

  • LW72.xx.P031

  • LW72.xx.P243 or newer

  • LHS60.xx.P710 or newer

Should the issue persist, please make sure to contact your next level of support for further diagnosis.

Have the following available when calling Lexmark Technical Support;

• Printer model(s)

• Printer serial number

• Software / Solution

LEGACY ID: SO8852