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Description of Problem 100000030871

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


Description of Solution 200000039669

 

 

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):

 

  1. Press  on the touchscreen.

 

  1. Press Test Print.

 

c.    Press Print Quality.

 

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

 

 

 

e.    Study the PQCS; there will be four color blocks (Black, Yellow, Cyan and 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 lines are clear and visible, as shown under "OK", select YES. Issue is resolved.  An improvement has been made to the firmware of the machine to help improve print quality. Continue to STEP 4 to check the firmware of your Brother machine.

-         If you can see missing short lines as shown under "Poor", select NO and continue to STEP 1g.

 

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 START. The machine starts printing the Print Quality Check Sheet again.

 

-         If all the lines are clear and visible, select YES and the issue is resolved. An improvement has been made to the firmware of the machine to help improve print quality. Continue to STEP 4 to check the firmware of your Brother machine.

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

 

2. Perform a User Reset Purge of the affected color.

 

NOTE:  If the machine displays INK LOW or CANNOT PRINT, the User Reset purge cannot be completed until the ink cartridge has been replaced.  Please replace the ink cartridge(s) of the affected color before continuing the next step.

 

  1. Press FAX on the Touchscreen to display the LEDs on the Touch Panel.

 

  1. Press and hold the HOME  (approximately 7 to 10 seconds) on the Touch Panel until the display changes to show the Serial #, ROM Version and Pages printed. 

 

 

IMPORTANT NOTE: Some of the LED'S on the Touch Panel may 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). 

 

  1. Press and hold the blank rectangle displayed under "3. Print Page" for approximately 2 seconds.

 

 

 

  1. The Touchscreen will display a numerical, alphabetical or machine function chart. The example below is the numerical chart. 

 

 

  1. Using the number keys on the Touch Panel (control panel), press *, 0, # (in that order).  The Touchscreen will display "0 Maintenance" in the top left corner.

 

 

 

f.     Press 7, 6, 5 on the Touch Panel. The LCD will display "uRESET__P ALL".

 

g.    Press the LEFT ARROW key until the arrows are displayed on the top row.

 

 

 

 

 

-         If the affected color is Black, press the LEFT or RIGHT ARROW to display  "uRESET__P Black"

 

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

 

-         If Black and any color combination (Yellow, Cyan or Magenta) are affected press the LEFT or RIGHT ARROW to display "uRESET__P ALL".

 

h.    Press the LEFT ARROW on the bottom row until MONO is displayed. Press MONO and the machine will begin a cleaning cycle.

 

 

 

 

i.      After the cleaning cycle, the display will return to the Main/Standby screen. 

 

NOTE: If the message "INK LOW" or "REPLACE INK -CANNOT PRINT" is displayed, inform the customer the ink cartridges displayed in the message must be replaced in order to continue troubleshooting the issue.

 

              i.        Press the 4 Color Column.

 

             ii.        Press Test Print.

 

            iii.        Press Print Quality.

 

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

 

-         If all the lines are clear and visible, as shown under "OK", select YES on the LCD.  The issue is resolved.  An improvement has been made to the firmware for the machine to help improve print quality. Continue to STEP 4 to check the firmware of your Brother machine.

 

-         If you can see missing short lines as shown under "Poor", press the red X and continue to STEP 3. 

 

3. Perform a Power Purge of the affected color.

 

  1. Does the machine display INK LOW or CANNOT PRINT.

         

-         If the Home screen is displayed with no error messages, continue to STEP 3b.

 

-         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 3b.

 

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

 

 

  1. Press FAX on the Touchscreen LCD to display the LEDs on the Touchpanel.

 

  1. Press and hold the HOME (approximately 7 to 10 seconds) on the Touchpanel until the display changes to show the Serial #, ROM Version and Pages printed. 

 

 

 

IMPORTANT NOTE: Some of the LED'S on the Touchpanel may 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). 

 

  1. Press and hold the blank rectangle displayed under "3. Print Page" for approximately 2 seconds.

 

 

 

- The Touchscreen will display a numerical, alphabetical or machine function chart. The example below is the numerical chart. 

 

 

  1. Using the number keys on the Touch Panel (control panel), press *, 0, # (in that order).  The Touchscreen will display "0 Maintenance" in the top left corner.

 

 

f.     Press 7, 6, 3 on the Touch Panel. The LCD will display "POWER__P ALL".

 

 

g.    Press the LEFT ARROW key located at the bottom left corner of the charm, until the arrows are displayed on the top row.

 

   

 

 

 

-      If the affected color is Black, press the LEFT or RIGHT ARROW to display  "POWER__P Black"

 

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

 

-      If Black and any color combination (Yellow, Cyan or Magenta) are affected press the LEFT or RIGHT ARROW to display "POWER__P ALL".

 

h.    Press the LEFT ARROW on the bottom row until MONO is displayed. Press MONO and the machine will begin a cleaning cycle.

 

   

 

 

 

i.      After the cleaning cycle, the display will return to the Main/Standby screen.

 

NOTE: 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 3j.

 

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

 

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

-         Press the 4 Color Column on the Touchscreen.

 

-         Press Test Print.

 

-         Press Print Quality.

 

-         Press START. A Print Quality Check Sheet will print.

 

-If all the lines are clear and visible, as shown under "OK", select YES on the LCD.  The issue is resolved. An improvement has been made to the firmware of the machine to help improve print quality. Continue to STEP 4 to check the firmware of your Brother machine.

 

 

- If a USER RESET and a POWER purge have been performed and the print quality has not improved continue to WARRANTY AND SERVICE OPTIONS.

 

4. Verify the firmware version (Rom Version) of the Brother machine:

 

a.    Press .

 

b.    Press and hold the  for more than 6 seconds until the screen appears as shown below.

 

           

 

c.    The firmware version is displayed under ROM version.

 

d.    Looking on the right half of the display, the first 2 letters will represent the ROM version of the unit.  It will begin with the letter 0 and the second letter will be the ROM version.  In the example above, letter E is the ROM version. 

 

e.    Verify that the version is Version: G or above (H, J, etc).

 

-         If the firmware version is G or above, the firmware does not require updating for this issue.

 

-         If the firmware version is A, B, C, D, E, or F, then you must update the firmware. For instructions on how to update the firmware, refer to: How do I perform a firmware update or firmware upgrade on my Brother machine?

 

 

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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