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Description of Problem 100000035652

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


Description of Solution 200000045656

 

NOTE:  If you were referred to this solution and have already printed the PQCS (Print Quality Check Sheet) continue to STEP 2

 

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

a.    Press .

b.    Press Test Print.  

c.    Press Print Quality.

 

d.    Press OK. A Print Quality Check Sheet will print.  

 

 

e.    Study the PQCS; there will be four color blocks (Black, Yellow, Cyan & Magenta) made up of dotted lines. Check the quality of the four color blocks on the sheet.

 

 

f.     The LCD asks you if the print quality is OK, YES or NO.

 

-       If all the dashes are clear and visible, as shown under "OK", select YES.   The issue is resolved. 

-       If you can see missing short dashes as shown under "Poor", select NO and continue to STEP g. 

g.    The LCD asks you if the print quality is OK for black, YES or NO.  Select the appropriate answer.

 

h.    The LCD asks you if the print quality is OK for the three colors, YES or NO.  Select the appropriate answer.

 

i.     The LCD asks you if you want to start cleaning. Select OK and the machine will start cleaning the print head.

 

j.     After cleaning is finished, press OK. The machine starts printing the Print Quality Check Sheet again.

 

-       If all the dashes are clear and visible, select YES and the issue is resolved.  

 

-       If any dashes are still missing, press the red X and continue to STEP 2.

 

2.    2. Using the chart below, determine which sample most closely matches your issue.

 

 

a.    If there are only a few missing dashes, as shown in sample 2, go to STEP 3.

 

b.    If there are approximately half the dashes missing, as shown in sample 3, go to STEP 5.

 

c.    If most of the dashes are missing, as shown in sample 4, go to STEP 7.

 

3. Perform a Normal Purge for the affected color(s).

 

a.    Press FAX to display the numerical key pad.  

b.    Press and hold the  for approximately 7 to 10 seconds. Release the icon once the display changes to show the Serial #, ROM Version and Pages printed. 

NOTE: Some of the LED'S on the Touch Panel will turn off when you press the HOME key. This is normal. Continue to hold down the key until the display changes to show the Serial #, ROM Version and Pages printed (see image below). 

 

 

c.    Press and hold the blank rectangle displayed under "3. Print Page" until the display changes to a grid with letters, numbers of commands (between 2-5 seconds).

 

 

d.    Using the number keys on the Touch Panel, press *, 0, # in that order.  The Touch Screen will display "0 MAINTENANCE" in the top left corner.

 

     

 

e.    Press 7, 6, 3. The LCD will display "NORMAL_P ALL".

 

f.     Press the LEFT or RIGHT ARROW at the bottom corner until the display shows the 4 arrows displayed on the top row of the chart. (See images below)

 

 

-       If the affected color is Black, press the LEFT or RIGHT ARROW on the top row to display "NORMAL__P Black"

 

-       If one or more of the 3 colors (Yellow, Cyan or Magenta) are affected, press the LEFT or RIGHT ARROW on the top row to display "NORMAL_P Magenta", "NORMAL_P Cyan" or "NORMAL_P Yellow".

 

-       If Black and any color combination (Yellow, Cyan or Magenta) is affected press the LEFT or RIGHT ARROW on the top row to display "NORMAL__P ALL". 

 

g.    Press MONO START on the touch screen. The machine will begin a cleaning cycle.

 

h.    Once the cleaning cycle has completed, print another Print Quality Check Sheet: 

                    i.        Press .

 

                   ii.        Press Test Print

 

                  iii.        Press Print Quality

 

                  iv.        Press OK. A Print Quality Check Sheet will print.

 

 

-       If all the dashes are clear and visible, as shown under "OK", select YES on the LCD.  The issue is resolved.  

 

-       If you can see missing short dashes as shown under "Poor", press the red X and continue to STEP 4. 

 

4. Using the chart below, determine which sample most closely matches your issue.

 

  

a.    If there are only a few missing dashes as shown in sample 2, repeat STEP 3.

 

                                       i.    If you have repeated STEP 3 twice, and there has been no improvement, go to STEP 7.

 

b.    If there are approximately half the dashes missing, as shown in sample 3, go to STEP 5.

 

                                      ii.    If you have repeated STEP 5 twice, and there has been no improvement, go to STEP 7.

 

c.    If most of the dashes are missing, as shown in sample 4, go to STEP 7.

 

                                    iii.    If you have repeated STEP 7 twice, and there has been no improvement, go to WARRANTY AND SERVICE OPTIONS.

 

5. Perform a Purge of the affected color.     

 

a.    Does the machine display INK LOW or CANNOT PRINT?

         

-       If the Home screen is displayed with no error messages, continue to STEP b.

 

-       If the display does say INK LOW or CANNOT PRINT, refer to WARRANTY AND SERVICE OPTIONS

 

b.    Press FAX to display the numerical key pad.  

c.    Press and hold the  for approximately 7 to 10 seconds. Release the icon once the display changes to show the Serial #, ROM Version and Pages printed. 

NOTE: Some of the LED'S on the Touch Panel will turn off when you press the HOME key. This is normal. Continue to hold down the key until the display changes to show the Serial #, ROM Version and Pages printed. 

 

 

d.    Press and hold the blank rectangle displayed under "3. Print Page" until the display changes to a grid with letters, numbers of commands (between 2-5 seconds).

 

 

 

e.    Using the number keys on the Touch Panel, press *, 0, # in that order.  The Touch Screen will display "0 MAINTENANCE" in the top left corner.

 

  

f.    Press 7, 6. The LCD will display "CLEANING ALL".

 

g.    Press the LEFT or RIGHT ARROW at the bottom corner until the display shows the letter grid.

 

h.    Press F. The LCD will display "Q_PWR_P ALL"

 

i.     Press the LEFT or RIGHT ARROW at the bottom corner until the display shows the 4 arrows displayed on the top row of the chart.

 

 

 

-       If the affected color is Black, press the LEFT or RIGHT ARROW on the top row to display "Q_PWR_P Black"

 

-       If one or more of the 3 colors (Yellow, Cyan or Magenta) are affected, press the LEFT or RIGHT ARROW on the top row to display "Q_PWR_P Magenta", "Q_PWR_P Cyan" or "Q_PWR_P Yellow".

 

-       If Black and any color combination (Yellow, Cyan or Magenta) is affected press the LEFT or RIGHT ARROW on the top row to display "Q_PWR_P ALL". 

 

j.     Press MONO START on the touch screen. The machine will begin a cleaning cycle.

 

k.    When the cleaning cycle is complete, print another PQCS:

                    i.        Press .

 

                   ii.        Press Test Print.

 

                  iii.        Press Print Quality.

 

                  iv.        Press OK.  A Print Quality Check Sheet will print.

 

 

-       If all the dashes are clear and visible, as shown under "OK", select YES on the LCD.  The issue is resolved.

 

-       If you can see missing short dashes as shown under "Poor", press the red X and continue to STEP 6.

 

6. Ask the customer to describe the missing dashes. Using the chart below with the customer's description of how many dashes are missing, determine which sample most closely matches the customer's issue.

 

  

d.    If there are only a few missing dashes as shown in sample 2, repeat STEP 3.

 

                                    iv.    If you have repeated STEP 3 twice, and there has been no improvement, go to STEP 7.

 

e.    If there are approximately half the dashes missing, as shown in sample 3, go to STEP 5.

 

                                      v.    If you have repeated STEP 5 twice, and there has been no improvement, go to STEP 7.

 

f.     If most of the dashes are missing, as shown in sample 4, go to STEP 7.

 

                                    vi.    If you have repeated STEP 7 twice, and there has been no improvement, go to WARRANTY AND SERVICE OPTIONS.

 

7. Perform a Power Purge of the affected color.

 

a.    Does the machine display INK LOW or CANNOT PRINT?

         

-       If the Home screen is displayed with no error messages, continue to STEP b.

 

-       If the display does say INK LOW or CANNOT PRINT, refer to WARRANTY AND SERVICE OPTIONS

 

b.    Press FAX to display the numerical key pad.  

c.    Press and hold the  for approximately 7 to 10 seconds. Release the icon once the display changes to show the Serial #, ROM Version and Pages printed. 

NOTE: Some of the LED'S on the Touch Panel will turn off when you press the HOME key. This is normal. Continue to hold down the key until the display changes to show the Serial #, ROM Version and Pages printed. 

 

 

d.    Press and hold the blank rectangle displayed under "3. Print Page" until the display changes to a grid with letters, numbers of commands (between 2-5 seconds).

 

 

e.    Using the number keys on the Touch Panel, press *, 0, # in that order.  The Touch Screen will display "0 MAINTENANCE" in the top left corner.

 

  

f.    Press 7, 6. The LCD will display "CLEANING ALL".

 

g.    Press the LEFT or RIGHT ARROW at the bottom corner until the display shows the letter grid.

 

h.    Press D. The LCD will display "C_PWR_P ALL"

 

i.     Press the LEFT or RIGHT ARROW at the bottom corner until the display shows the 4 arrows displayed on the top row of the chart.

 

 

 

-       If the affected color is Black, press the LEFT or RIGHT ARROW on the top row to display "C_PWR_P Black"

 

-       If one or more of the 3 colors (Yellow, Cyan or Magenta) are affected, press the LEFT or RIGHT ARROW on the top row to display "C_PWR_P Magenta", "C_PWR_P Cyan" or "C_PWR_P Yellow".

 

-       If Black and any color combination (Yellow, Cyan or Magenta) is affected press the LEFT or RIGHT ARROW on the top row to display "C_PWR_P ALL". 

 

j.     Press MONO START on the touch screen. The machine will begin a cleaning cycle.

 

k.    When the cleaning cycle is complete, print another PQCS:

                    i.        Press .

 

                   ii.        Press Test Print.

 

                  iii.        Press Print Quality.

 

                  iv.        Press OK.  A Print Quality Check Sheet will print.

 

 

-       If all the dashes are clear and visible, as shown under "OK", select YES on the LCD.  The issue is resolved. 

 

-       If you can see missing short dashes as shown under "Poor", press the red X and continue to STEP 8.

 

8.    Using the chart below, determine which sample most closely matches your issue.

 

  

a.    If there are only a few missing dashes as shown in sample 2, repeat STEP 3.

 

                                       i.    If you have repeated STEP 3 twice, and there has been no improvement, go to STEP 7.

 

b.    If there are approximately half the dashes missing, as shown in sample 3, repeat STEP 5.

 

                                      ii.    If you have repeated STEP 5 twice, and there has been no improvement, go to STEP 7.

 

c.    If most of the dashes are missing, as shown in sample 4, go to STEP 7.

 

                                 iii.        If you have repeated STEP 7 twice, and there has been no improvement, go to WARRANTY AND SERVICE OPTIONS.

 

WARRANTY AND SERVICE OPTIONS

 

If the problem continues 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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