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Lexmark CX860

Lexmark CX860

?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.

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:

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.

Still Need Help?

Have the following available when calling Lexmark Technical Support;

  • Printer model(s)

  • Printer serial number

  • Software / Solution

LEGACY ID: SO8852

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