No toner levels found for this printer message shown in Cloud Fleet Management portal

Issue description

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. Click here to show sample image.

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. Click here to view image.

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.



2. Updating the printer firmware removes the invalid character from the toner cartridge serial number.

   • LW72.xx.P031
   • LW72.xx.P243 or newer
   • LHS60.xx.P710 or newer

   Note:  Refer to the Firmware Update Instructions for updating the printer firmware.

To view sample image, click here.

If the issue persists, search for more information related to this issue or contact support for further assistance.