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Description of Problem 100000029111

My printed documents are missing black. What can I do?


Description of Solution 200000037404

1.  Print a Print Quality Check Sheet (PQCS).

 

a. Press the MENU key. 

 

b. Display will show INK. Press the OK key to select.

 

c. Display will show TEST PRINT. Press the OK key to select.

 

d. Display will show Print Quality. Press the OK key to select.

 

e. Press COLOR START.  

NOTE: The machine will generate the Print Quality Check Sheet (PQCS). On the PQCS each of the four colors is represented by a slanted square pattern made up of 96 individual blocks. The colors should appear in the following order from left to right: Black - Yellow - Cyan - Magenta.  Cyan is the light blue color and Magenta is the pinkish color. 

 

2.  The LCD will display IS QUALITY OK? + (PLUS KEY) for YES - (MINUS KEY) for NO.  Do NOT press + or -.  Press STOP/EXIT to return to the Date and Time display.

 

3.  Evaluate the Print Quality Check Sheet (PQCS) to determine the print quality issue.

 

 The document below contains examples of Black Ink printing issues. A similar print issue can occur in each of the colors C/M/Y.

 

 

 

 

 

-    If all four colors printed with no missing blocks (example A), the issue is resolved.  Document the outcome and end the call.

 

-    If any of the colors (Y, C, M) only (not black) has a print issue like B, C, D or E, go to solution -My printed documents are missing colors (Y, C, M). What can I do?  

 

-    If Black or any of the colors (Y, C, M) has All blocks missing or random blocks missing, go to STEP 4

 

4.  Do the following to clean the printhead:

 

Note:  Cleaning the print head consumes ink.  Cleaning too often uses ink unnecessarily.

 

a. Press the MENU key. 

b. Display will show INK. Press OK. 

c. Press the UP OR DOWN ARROW key to select Cleaning.  Press OK

d. Press the UP OR DOWN ARROW key to select BLACK. 

e. Press OK.  

 

 

5.  Print another Print Quality Check Sheet (PQCS).

 

a. Press the MENU key. 

 

b. Display will show INK. Press the OK key to select.

 

c. Display will show TEST PRINT. Press the OK key to select.

 

d. Display will show Print Quality. Press the OK key to select.

 

e. Press COLOR START.  The machine will generate another PQCS.  Once printing is complete, the LCD will display: IS QUALITY OK? + (PLUS KEY) for YES or - (MINUS KEY for NO.  Do NOT press + or -. 

f. Press STOP/EXIT to return to the Date and Time display.

 

 

6.  Review the new PQCS and do the following based on the quality of the sheet:

 

a. If all four colors printed correctly and the print quality is acceptable, the issue is resolved.

 

b. If Black only or Black AND any of the other colors is still missing dotted lines, compare the 2nd PQCS to the 1st PQCS printed.

 

-         If there IS improvement in the print quality of the second PQCS compared to the first PQCS, go to STEP 7.

 

-         If there is NO improvement in the print quality of the 2nd PQCS compared to the 1st PQCS, you need to call customer service. Brother Customer Service can be reached by calling 1-877-Brother (1-877-276-8437) Monday through Friday, excluding holidays.

 

 7.  If there IS improvement in the print quality of the second PQCS compared to the first PQCS, complete at least 3 more cleanings by following STEP 4 The recommendation is to complete the print head cleaning at least four (4) times total to ensure the head is completely clean. 

 

         After completing 3 more cleanings, print the PQCS again (STEP 5).  Compare the new PQCS to the previous PQCS and determine if there is any improvement.  If there is no improvement and the print quality continues to be unacceptable, contact Brother Customer Service and we will assist with a cleaning process that will possibly resolve the issue. If repair is needed Brother may extend the warranty.  

Brother Customer Service can be reached by calling 1-877-Brother (1-877-276-8437) Monday through Friday, excluding holidays.

 

 

 

 

 

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