Explanation
A 31 Defective Cartridge message indicates that the printer thinks the installed toner cartridge is defective.
Check the toner cartridge
Start by checking to see if the toner cartridge is causing the problem.
Step | Action &n bsp; |
1 | Power off the printer. |
2 | Open the lower and upper front covers. |
3 | Remove the toner cartridge. |
4 | Inspect the toner cartridge for damage. First, look for a small circuit board/chip on the front of the cartridge. See the highlighted area in the image below. |
5 | If the toner cartridge is inserted roughly, this circuit board can be rotated out of position. The picture below shows an example of how the circuit board can become dislocated. For a larger version of this image, click here. - If the circuit board is pushed back into place, the cartridge may still function. However, if putting the board back into place does not corre ct the error, the recommended action is to replace the toner cartridge.
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6 | If the circuit board appears to be fine, make sure the surface of the board is not covered by toner or paper dust. If the circuit board is dirty, take a dry, lint-free cloth and gently clean the surface of the board. |
7 | If the circuit board is clean, investigate the toner cartridge for any other signs of damage. NOTE: If any part of the toner cartridge appears damaged, the recommended action is to replace the toner cartridge. |
8 | If the toner cartridge appears to be fine, reinstall it into the printer. |
9 | Close the front covers and power the printer back on. |
&nbs p;10 | Try printing again. |
Check the cartridge contact pins
If the error continues, check the cartridge contact pins inside the printer.
Step | Action |
1 | Power off the printer and remove the toner cartridge. |
2 | The cartridge contact pins are located inside the printer, along the right-hand side. See the area highlighted in the image below. |
3 | Check to see if one or both of the pins are broken or bent. - If one or both of these pins are broken, please contact Lexmark Technical Support to resolve the potential problems with the printer and the cartridge. The printer will require service to correct the issue. A broken pin can also cause the toner cartridge to become unreadable, even if the cartridge appears undamaged.
- If the pins are slightly bent, you may be able to bend them back into place as a temporary solution. However, the cartridge contact pins will need to be replaced to prevent this problem from returning in the future.
- If the cartridge contact pins appear fine, continue with the suggestions below.
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4 | Make sure the pins are not covered by toner or paper dust. If the pin s are dirty, take a dry, lint-free cloth and gently clean the pins. |
5 | Reinstall the toner cartridge into the printer. |
6 | Close the front covers and power the printer back on. |
7 | Try printing again. |
Try another toner cartridge
If the error continues, try another toner cartridge.
Step | Action |
1 | Power off the printer and remove the toner cartridge. |
2 | Install another toner cartridge into the printer using one of the fo llowing three methods: - If this toner cartridge was installed recently, reinstall the old cartridge you removed when you installed the new one.
- Try another brand-new toner cartridge, if you have one available.
- Install a working toner cartridge from another Lexmark X642, X644, or X646 series printer.
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3 | Power the printer back on. See if the Defective Cartridge message goes away. |
4 | If the error does not appear, try printing again. If a different toner cartridge prints correctly, the printer is fine and the problem is with the first cartridge. Please carry out the following checks on the cartridge: - Confirm that you are using an original Lexmark-brandtoner cartridge. Third-party cartridges may not be compatible with the printer. If this is an original Lexmark toner cartridge, please contact the point 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 cartridge.If 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.
- If a third-party cartridge is causing this error, 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 void its warranty and trigger this error. NOTE: If the c artridge has been refilled or reworked, contact the place where the cartridge was refilled to have it replaced.
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5 | If the error occurs on more than one toner cartridge, continue with the suggestions below. |
Check for a loose cable
If you cannot clear the error with another toner cartridge, a small wiring cable inside the printer may have come loose.
Still need help?
If none of the above suggestions resolve the issue, please contact Lexmark Technical Support or a local authorized service provider for additional assistance.When calling Lexma rk 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 How to locate the serial number, machine type, and config ID. This information can be found on a label located on the inside of the printer, under the front cover.Please call from near the printer in case the technician asks you to perform a task involving the printer.
LEGACY ID:SO3858
First service call / First part to recommend replacing: Signature button sensor assembly with cable (part number 40X0034)
Second service call / Second part to recommend replacing: System board assembly (see list below for the applicable part number)
- 40X3310 - System board assembly - X642e (Board ID M010 6030)
- 40X2722 - System board assembly (network) - X644e/X646e (Board ID M010 6000)