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Description of Problem 100000030987

The printed pages have marks and smudges. What can I do?


Description of Solution 200000039834

Brother strongly recommends that customers use only genuine Brother drum units and/or toner cartridges. Each Brother laser printer is designed to work 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.

 

1.  Verify that the media is suitable for use in the machine:

 

Paper Tray:

 

Type - Thin, Plain or Recycled.

 

Weight - 16 lbs to 28 lbs

 

Photo or glossy paper is should be printed using Manual Feed Slot.

 

Manual Feed Slot:

 

Type - Thin, Plain, Thick, Thicker, Bond, Recycled, Envelopes, Labels

 

Weight - 16 lbs to 43 lbs

 

Photo or glossy paper is should be printed using Manual Feed Slot.

 

-  If the media meets the specifications for the machine, go to STEP 2.

 

-  If the media does not meet the specifications for the machines, load the correct media in the machine. Print 10 pages on the machine.

 

-  If the smudges are no longer present, the issue should be considered resolved.

 

-  If the smudges are still present after printing 10 pages on the machine, go to STEP 2.

 

2.  Verify that the printer driver settings match the media type being used in the machine. If using labels for example, the Media Type should be set appropriately in the driver.  Follow the instructions for your operating system.

 

Windows

Macintosh

 

 

Windows

 

a. Open the Printers folder.

 

Windows 8 or Server 2012:

 

- Move your mouse to the lower left corner of the Desktop or Start screen => Right-click the screen and then left-click Control Panel => Hardware and Sound=> View Devices and Printers.

 

Windows 7 or Server 2008 R2:

 

- Click Start => Device and Printers

or 

- Click Start => Control Panel => Hardware and Sound => Devices and Printers

 

Windows Vista or Server 2008:

 

-  Click Start => Control Panel => Hardware and Sound => Printers

 

Windows XP or Server 2003:

 

- Click Start => Printers and Faxes

or 

- Click Start => (Settings) => Control Panel => Printers (and Faxes)

or 

- Click Start => Control Panel => Printers and Other Hardware => View Installed Printers

 

b. Right mouse click on the Brother machine and select Printing Preferences from the list.

 

c. Select the appropriate Media Type.

 

 

d. Click APPLY if you make a change and click OK to close the Printing Preferences.

 

e.  Go to STEP 3.

 

 

Macintosh

 

a. Open a document.

 

b. Click File and Print.

 

c. If Printer and Presets are the only options on the Print window, follow the steps below for your operating system.

 

Macintosh OS 10.7 - 10.8: Click the Show Details button to the bottom to expand the Print window.

 

 

Macintosh OS 10.6.8: Click the blue down arrow to the right of the printer name to expand the Print window.

 

 

d.  Click on the drop menu (Copies & Pages or the name of the application) and click on Print Settings.

 

 

e.  Select the appropriate Media Type.

 

3. If the printer driver setting was correct (media type and printer driver setting match), continue to the next step.

 

-  If the driver setting and the media type did NOT match, try reprinting the document (up to 10 pages may need to be printed on order to clean a toner buildup in the machine as a result of the incorrect driver setting).

 

-  If the issue is no longer present after 10 pages have been printed, the issue should be considered resolved.

 

-  If the smudging is still present, continue to the next step.

 

4.  Inspect the drum units in the machine:

 

a. Lift the top cover using the indented handle in the center until you hear a click.

 

 NOTE: Failure to completely open the top cover when removing and installing consumables may cause severe damage to the machine. The top cover is completely open when the cover locks in place and does not require support from you.

 

 

b. Remove the color and black drum and toner cartridge assemblies.

 

 

 NOTE: Place the drum and toner cartridge assemblies on a clean, flat surface with a piece of disposable paper underneath in case toner accidentally spills or scatters.

 

c. Push down the green-labeled lock lever (1) and take the toner cartridges out of the drum units.  Place the cartridges on a flat surface so the Brother logo and ridges are facing the customer.

 

 

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

 

d. With the drum handle facing the customer, locate the white gear on the left side of the shiny drum cylinder.

 

 

IMPORTANT: Avoid touching the drum cylinder with your hands in order to prevent print quality issues.

 

e. With a soft, dry cloth clean the drum unit using a side to side motion. Rotate the drum unit using the gear to access the entire surface of the drum.

 

NOTE: Carefully inspect the drum surface for label debris, etc. A small amount of rubbing alcohol can be used to remove difficult debris. The drum surface must be completely dried before placing the toner back in the drum unit.

 

-  If label or other material is found stuck to the drum unit and it CANNOT be successfully removed, make a note of the drum(s) that could not be cleaned.  

 

-  If nothing is found on the drum units or material was successfully removed from the drum surfaces, go to STEP f

 

f. Place the toner back in the drum unit. The drum should snap in place.

 

 

g. Place the drum and toner unit back in the machine and close the top cover.

 

 

 

-  If no labels or other debris was found on the drum unit in STEP e, continue to the next step.

 

-  If a label or other material is found stuck to the drum unit and it CANNOT be successfully removed, the drum unit is a consumable that comes with a 90 days warranty for defects and materials and workmanship. Foreign materials on the drum units do not fall under materials and workmanship warranty.

 

If you would like to order a replacement drum for the machine, order part number DR221CL. The drum unit for the machine is available as a set at retail and the item number is DR221CL.  Please be aware that under normal conditions all 4 drum unit will need to be replaced at or about the same time since all 4 drums rotate in unison during the various stages of  the machine's operation regardless of whether toner is deposited on the page for that specific color or not.

 

5.  Print 10 pages on the machine:

 

-  If the smudges are no longer present, the issue should be considered resolved.

 

-  If the smudges are still present after printing 10 pages on the machine and your machine is within warranty, you can locate a Brother Authorized Service Center (ASC) in your area by clicking on the link below:

http://www.brother-usa.com/service/default.aspx or contact Brother Customer Service by calling 1-877-Brother (1-877-276-8437) Monday through Friday, excluding holidays. 

 

If your machine is out of warranty, you can locate a Brother Authorized Service Center using the information listed above.

 

 

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