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Description of Problem 100000026815

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


Description of Solution 200000034471

 

 

Brother strongly recommends that you do not refill the ink cartridges provided with your machine. We also strongly recommend that you continue to use only Genuine Brother Brand replacement ink cartridges. Use or attempted use of potentially incompatible ink and/or cartridges in the Brother machine may cause damage to the machine and/or may result in unsatisfactory print quality. Our warranty coverage does not apply to any problem that is caused by the use of unauthorized third-party ink and/or cartridges. To protect your investment and obtain premium performance from the Brother machine, we strongly recommend the use of Genuine Brother Supplies. 

 

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

 

  1. Press  on the touchscreen.

 

  1. Select Test Print.

 

  1. Select Print Quality.

 

  1. Press the START key. The machine will generate the Print Quality Check Sheet.

 

 

 

  1. 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.

 

 

 

  1. The display asks you if the print quality is OK.

 

-        If all the lines are clear and visible as shown under "OK" in the image above, press YES on the display. The issue is resolved. Press STOP/EXIT to return to the standby display and continue to STEP 4.

 

-         If you can see missing short lines or blank as shown under "Poor" in the image above, press NO on the display and continue to STEP 1g.

 

  1. The display asks you if the print quality is OK for black: press YES or NO on the display based on your review of the PQCS.

 

  1. The display asks you if the print quality is OK for the three colors, press YES or NO on the LCD based on your review of the PQCS.

                                           

  1. The display asks you if you want to start cleaning, press YES on the LCD. The machine will start cleaning the print head.

 

  1. After cleaning is finished, press COLOR START. The machine will print the Print Quality Check Sheet again.  

 

-         If all the lines are clear and visible, select YES. The issue is resolved. Continue to STEP 4.

 

-         If lines are still missing, press the STOP/EXIT key and continue to STEP 2

 

2.    Perform an Exhaust Purge of the affected color(s).

 

-         If the message "INK LOW" or "REPLACE INK -CANNOT PRINT" is displayed, you will need to replace the color ink cartridge(s) displayed in the message. The exhaust purge cannot be completed until the ink cartridge has been replaced

 

-         If you have a replacement cartridge(s), install the cartridge and continue to STEP 2a.

 

-         If you do not have a replacement cartridge(s), please come back to this solution and start at this point once you have the required replacement cartridge(s).

 

  1. Press the STOP/EXIT key.
  2. Press MENU, BLACK START, 0. The LCD will display MAINTENANCE.
  3. Press 7, 6. The LCD will display CLEANING ALL.
  4. Press and hold the # (pound) key and press 2. The display will show EXAUST_R ALL
  5. Press the START key. The machine will begin a cleaning cycle.
  6. After the cleaning cycle the display will go back to the main screen.

 

 

3.  Perform a Power Purge of the affected color(s).

-         If the message "INK LOW" or "REPLACE INK -CANNOT PRINT" is displayed, you will need to replace the color ink cartridge(s) displayed in the message. The power purge cannot be completed until the ink cartridge has been replaced

 

-         If you have a replacement cartridge(s), please install the cartridge and continue to STEP 3a.

 

-         If you do not have a replacement cartridge(s), please come back to this solution and start at this point once you have the required replacement cartridge(s).

 

  1. Press the STOP/EXIT key.
  2. Press MENU, BLACK START, 0. The LCD will display MAINTENANCE.
  3. Press 7, 6, 3. The LCD will display POWER__P ALL.
  4. Press the SCAN & COPY keys simultaneously to change display to the function screen.

 

  1. Press the RIGHT ARROW on the display, to show the affected color.

  

-         If the affected color is Black, press the RIGHT ARROW on the display until "POWER__P Black" is displayed.

 

-         If one or more of the 3 colors (Yellow, Cyan or Magenta) are affected, press the RIGHT ARROW on the display to select either "POWER__P Magenta" or "POWER__P Cyan" or "POWER__P Yellow".

 

-         If Black and any color (Yellow, Cyan or Magenta) are affected press the RIGHT ARROW on the display until "POWER__P ALL" is displayed.

 

f.   Press  START. The machine will begin a cleaning cycle.

g.  Once the cleaning cycle has completed print another PQCS:

                      i.        Press  on the touchscreen

                     ii.        Select Test Print on the display.

                    iii.        Select Print Quality on the display.

                   iv.        Press START on the LCD. The machine will generate the Print Quality Check Sheet.

 

h.   Compare this PQCS with the first PQCS printed.

 

-       If all the lines are clear and visible, the issue is resolved. Press STOP/EXIT to return to the standby display and continue to STEP 4.

-       If there is improvement but some of the dotted lines are still missing, press STOP/EXIT and return to STEP 3.

-       If two power purges have been performed and some of the dotted lines are still missing, press STOP/EXIT and continue to WARRANTY AND SERVICE OPTIONS.

4. Brother has released firmware updates for their machine to improve ink performance. To determine if your machine requires the firmware update follow the instructions listed below: 

 

  1. Press the STOP/EXIT key.
  2. Press the * (star/asterisk) and # (pound) keys simultaneously.
  3. The firmware version is displayed in the upper left corner of the LCD touchscreen. The second digit of the first line on the display is the current firmware version. See image below.

 

 

-       If the firmware version is "H" or greater your machine does not require the firmware update related to this issue. No further troubleshooting is needed. The issue is resolved.

-       If the firmware version is less than "H", the machine requires the firmware update. Refer to solution: "How do I perform a firmware upgrade on my Brother Machine?"

 

 IMPORTANT: If you do not have internet access to update the firmware, please contact our Customer Service department to have a Service Request generated for an Authorized Service Center to perform the firmware update.

 

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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