Answer to your Frequently Asked Question:

 
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Description of Problem 100000033113

Why does DRUM ERROR appear or continue to appear after replacing the drum?


Description of Solution 200000042442

1.    When the drum unit was installed, were you able to print using the new drum and then the error re-appeared after some printing OR you have NOT used the new drum at all because the error message is on the LCD?

 

-      If you used the new drum and then the error re-appeared after some printing, go to solution How do I clear the message Drum Error from the display?

 

-      If you have NOT used the new drum because the error message is on the LCD, it appears the new drum was not reset properly.  There are instructions provided with the replacement drum for resetting the drum life when a new drum is installed.  If the instructions are not completed or followed properly, it will cause the Drum Error message to appear.  Go to STEP 2.

 

2.    Perform the following steps to reset the drum:

 

a.    Open the front cover.

 

 

b.    With the cover still open, press the OPTIONS key.  The LCD will display "Replace Drum" with options of 1 for YES and 2 for NO.

 

c.    Press 1 for YES. The LCD will briefly display Accepted followed by "Cover is Open".

 

d.    Once the display shows "Cover is Open", go ahead and close the front cover.

 

-      If the error message continues to appear, repeat STEP 2 to ensure the steps were completed correctly.  Make sure "Accepted" appears after selecting 1. for Yes.  

 

-      If the error message continues to appear and you already repeated the reset steps, go to STEP 3.

 

3.    Clean the corona wire inside the drum unit.

 

a.    Open the front cover and remove the drum and toner assembly.  Be sure to place the drum and toner assembly on a piece of paper in case of spilled or scattered toner.

 

 

b.    Gently slide the blue tab from side to side at least 5 to 6 times.

 

c.    Return the blue tab to the home position at the far right.

 

d.    Make sure the blue tab snaps it into the home position before putting the drum and toner assembly back into the machine.  If the blue tab is not securely returned to the home position, printed pages may have a vertical stripe down the page.

 

 

4.    While facing the drum and toner cartridge, on the left side of the drum are three pieces of metal that look like staples and metal rod sticking out of the side.  Clean each of these off with a soft DRY lint-free cloth.

 

 

5.    Reinstall the drum and toner assembly into the machine and close the front cover.

 

 

6.    If error message continues to appear, confirm you are using a genuine Brother toner and drum.

 

Brother strongly recommends customers use only genuine Brother drum units and 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-genuine Brother supplies may affect the hardware performance, print quality and machine reliability.  The Brother limited warranty does not apply to any issue caused by the use of third party drum units, toner cartridges and toner.

 

If the message continues to appear, the drum unit should be replaced with a new DR350.  The drum is a consumable item that requires periodic replacement.

 

If you find your local retailer does not carry the specific supplies and accessories you are looking to buy, you can purchase them by calling our toll-free Accessory Line on 1-877-552-MALL (6255) or shop online at our website – http://www.brothermall.com.

 

-      If the issue continues after replacing the drum unit and your machine is within warranty, you can locate a Brother Authorized Service Center (ASC) in your area by clicking on the following link:

http://www.brother-usa.com/service/default.aspx.

 

Or you can 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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