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Description of Problem 100000024947

The message "Replace Toner" continues to appear after I replaced the toner cartridge. What can I do?


Description of Solution 200000031936

1. Verify you installed a new, unused genuine Brother toner cartridge (TN420 or TN450) from a sealed foil bag that had never been installed in this or any other machine.

 

When replacing the toner cartridge, you MUST install a brand new, unused genuine Brother toner cartridge in order to reset the toner status.  Do NOT install a previously used cartridge that was already installed into another machine or a TN starter cartridge that comes with the machine.

 

Our toner cartridges are manufactured with a reset lever that moves when installed into the machine.  The movement of the lever mechanically triggers the machine to reset the toner status.  If a used cartridge or a TN starter cartridge is installed into a machine, it will NOT trigger the machine to reset the toner status.

 

2. Verify you are using genuine Brother toner.

 

Brother strongly recommends that customers use only genuine Brother drum units and/or toner cartridges.  Each Brother laser printer is designed to operate at pre-set temperatures that are matched exactly to each of our individual toner formulations.  Each individual component is designed to work with the other to ensure quality and reliability.  Using non-Brother supplies may affect the hardware performance, print quality and machine reliability.  The Brother limited warranty does not apply to any problem that is caused by the use of third-party drum units, toner cartridges, or toner.

 

3. Verify the drum unit and toner cartridge are installed correctly by performing the following steps:

 

a. Open the front cover and remove the drum and toner assembly.

 

 

NOTE:  We recommend that you place the drum and toner assembly on a piece of paper in case you accidentally spill or scatter toner.

 

b. Remove the toner cartridge from the drum by holding down the green lock lever on the left side of the drum unit and lifting the toner out.

 

 

NOTE:  Handle the toner cartridge carefully.  If toner scatters on hands or clothing, immediately wipe it off or wash it with cold water.

 

c. Reinstall the toner into the drum. Be sure it clicks into place.  If you put it in properly, the green lock lever will lift automatically.

 

 

d. Reinstall the toner and drum assembly into the machine and close the front cover.

 

4. If the problem continues and you installed a new, unused genuine Brother toner cartridge (TN420 or TN450) from a sealed foil bag that had never been installed in this or any other machine, perform the following steps to resolve the issue:

 

a. Ensure that the most recent version of the firmware is installed on the Brother machine by downloading and running the Brother Firmware Update Tool. Refer to the solution How do I perform a firmware update or firmware upgrade on my Brother machine?

 

b. After ensuring that the firmware is the most recent version, contact Brother Customer Service by calling 1-877-Brother (1-877-276-8437) Monday through Friday, excluding holidays.

 

 

 

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