What you will see
Most of the page is blank. There may be a vertical column of print along the left or right side of the page. See the examples below.
For a larger version of these images, click here.Examine the toner cartridge
Step | Action |
1 | Power off the printer and remove the toner cartridge. The toner cartridge can be accessed by opening the upper front cover of the printer. |
2 | Examine the toner cartridge. Part of the red packing tab may still be attached to the toner cartridge. Click herefor sample images. - If you see a part of the red plastic tab still attached to the cartridge, carefully remove it and reinstall the toner cartridge. Try printing again.
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3 | Examine the sides of the toner cartridge. CAUTION! Hold the toner cartridge over a sheet of paper or waste basket to catch any loose toner that falls. |
4 | On each side of the cartridge, there should be two springs that hold the toner reservoir to the rest of the cartridge. Check these springs and make sure the plastic loop holding the spring is not broken. See the highlighted areas in the images below. Click here for larger versions of these images. |
5 | If one of the loops is broken, this is the cause of the print quality issue. See example below. Click here for a larger version of this image. NOTE: A broken loop can occur on either the right- or left-hand side of the cartridge. In the print quality examples below, the spring loop on the right-hand side was broken. If the loop on the left-hand s ide were broken, you would see print only on the right-hand side of the page. |
6 | If one of the loops on the cartridge is broken, the toner cartridge will need to be replaced. Check the following. - Confirm that you are using an original Lexmark brand toner cartridge. If a third-party cartridge is installed, please contact the point of purchase to have the cartridge replaced.
- Confirm that the toner cartridge has not been refilled or reworked in any way. Refilling the toner cartridge can cause it to be used past its intended life. If the cartridge has been refilled or reworked, contact the place where the cartridge was refilled to have it replaced.
- If this is an o riginal Lexmark toner cartridge, please contact Lexmark Technical Support. Your toner cartridge may be eligible for replacement, depending on how old or used it is.
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Try another toner cartridge
In most cases, the cause of this issue will be the toner cartridge.
Step | Action |
1 | Power off the printer and remove the toner cartridge, if you have not already done so. |
2 | Install another toner cartridge into the printer using one of the methods below: - Try another brand-new toner cartridge, if you have one available. &nbs p;
- If this is a newly installed toner cartridge, reinstall the old cartridge you removed when you installed the new one.
- Install a working toner cartridge from another Lexmark printer of the same model.
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3 | Power the printer back on. Try printing again to see if the page is still missing print/text. |
4 | If a different toner cartridge prints correctly, the printer is fine and the problem is with the first cartridge. If you have narrowed the problem to the toner cartridge, please carry out the following checks on the cartridge: - Confirm that you are using an original Lexmark brandtoner cartridge. If a third-party cartridge is causing this issue, please contact the point of purchase to have the cartridge replaced .
- Confirm that the toner cartridge has not been refilled or reworked in any way. Refilling the toner cartridge can cause damage to the cartridge, which can cause print quality issues like this. If the cartridge has been refilled or reworked, contact the place where the cartridge was refilled to have it replaced.
- If this is an original Lexmark toner cartridge, inspect the toner cartridge for any damage or defects. If you notice any damage to the cartridge or loose parts on it, please contact Lexmark Technical Support. Your toner cartridge may be eligible for replacement, depending on how old or used it is.
IMPORTANT! If the toner cartridge does not appear to be damaged, but is relatively new or unused, the cartridge may still be eligible for replacement. Please contact the poi nt of purchase first. They may have a replacement policy. If the cartridge was purchased directly from Lexmark, please contact Lexmark using the phone number or address you used to order the cartridgeIf the point of purchase cannot help or if you cannot remember or locate the number you used to contact Lexmark to order the cartridge, contact Lexmark Technical Support. A representative there may be able to provide more assistance. |
5 | If the issue occurs on more than one toner cartridge, continue with the suggestions below. |
Check the transfer roller
Step | Action |
1 | Power off the printer and remove the cartridge. |
2 | Look into the bottom of the printer, below where the cartridge was sitting. You will see a black, spongy roller located under the toner cartridge in the bottom of the printer. This is the transfer roller. It is highlighted in yellow in the image below. For a larger version of this image, click here. |
3 | Make sure the transfer roller is not contaminated or damaged. If it is, it will need to be replaced. For more information on this, please contact Lexmark Technical Support or an authorized service center. See ' Still Need Help?' at the end of this document. |
Check the charge roll assembly
Step | Action |
1 | Power off the printer and remove the toner cartridge. |
2 | Look into the upper area of the printer where the cartridge was sitting. Located near the top of the printer you will see a single gray roller or, depending on the printer model, a twin set of small gray rollers. This is the charge roller assembly. See examples below. For larger versions of these images, click here. |
3 | Remove any paper or other debris you find stuck on the roller(s). |
4 | If the roller surface appears dirty, take a clean dry cloth and clean off any toner on the surface of these roller(s). Do your best to make sure all of the roller surface is clean. CAUTION! Try not to touch the charge roller(s) with your bare hands. The roller surface is susceptible to contamination, and a permanent mark could rem ain on the rollers. |
5 | Inspect the charge roller(s) for any damage. If any part of it is damaged, the charge roll assembly will need to be replaced. For more information on this, please contact Lexmark Technical Support or an authorized service center. See 'Still Need Help?' at the end of this document. |
Still Need Help?
If none of the above suggestions resolves the issue, please contact Lexmark Technical Support or a local authorized service provider for additional assistance.When calling Lexmark Technical Support for service, please be prepared to describe the problem you are experiencing or the error message on the display. You will also need to provide the printer's model type and serial number. This information can be found on a label located on the inside of the printer, under the upper front cover.Please call from near the printer in case the technician asks you to perform a task involving the printer.
LEGACY ID:SO3965
Audience:
Replacing the customer's toner cartridge at no charge
If one of the loops on the toner cartridge is broken, confirm that:
- The toner cartridge is a genuine Lexmark toner cartridge
- The toner cartridge has not been refilled or reworked in any way.
- We have not already replaced a toner cartridge for this customer in recent history.
If the toner cartridge meets these criteria, please send the customer a replacement toner cartridge at no cha rge. If you are unable to do this or have questions about the procedure, contact your next level of support or Lexmark Technical Support for more information.
NOTE: If this customer has recently received replacement cartridges from Lexmark, please contact your next level of support before offering the customer a replacement cartridge.
LEGACY IDSO3965
Transfer Roller
High Voltage Power Supply (HVPS)
Charge Roller
Printhead Assembly
System Board (Lexmark T620, T622, T630, T632, T634, T640, T642, and T644 models only)
Engine Board (Optra S series, Optra T series, and Lexmark T520 and T522 models only)
Fuser Assembly
For part numbers, please see the printer's Service Manual.