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Richard
Richard, Technician
Category: Printers
Satisfied Customers: 31232
Experience:  Printer and scanner problem resolver for over 15 years
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Printer gave message to contact service center. Won't let me

Customer Question

Printer gave message to contact service center. Won't let me change ink cartridge.
JA: What is the exact make and model of your printer? And what kind of cartridges are you using?
Customer: MX922
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: HP PC
JA: How long has this been an issue? What happened right before this popped up?
Customer: Just happened. trying to print
JA: Anything else you want the printer expert to know before I connect you?
Customer: I tried shutting down and restarting but didn't help.
Submitted: 1 month ago.
Category: Printers
Expert:  Richard replied 1 month ago.

Thank you for your question, my name is ***** ***** I look forward to assisting you.

Please note, a rating is only needed when we are finished.

Can you please remove the power to the printer (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the printer, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 1 month ago.
I've already done that but will do again.
Expert:  Richard replied 1 month ago.

If you already did for 10 minutes then there is no reason to do it again

Can you remove the ink from the printer then power it off.

then using a Q-Tip with cleaning alcohol (or warm water if you do not have any), clean out the areas where the ink goes in.

Then use a damp cloth and wipe down the inside of the printer.

Once done, let it dry for 10 minutes

Then put the ink back in, power it on and tell me if it then prints correctly please

Customer: replied 1 month ago.
Ink cartridge wont move to place to change it. Can'get to it.
Expert:  Richard replied 1 month ago.

try to force it by hand with the machine powered off please.

Customer: replied 1 month ago.
Are you there?
Customer: replied 1 month ago.
Can't get to it to move. Way far to the left.
Expert:  Richard replied 1 month ago.

yes I am here, try to use a ruler or similar to wedge it out, it will move with enough force.

Customer: replied 1 month ago.
How do I get a ruler in there. Where do I start wedging. Underneath ontop side?
Expert:  Richard replied 1 month ago.

across the front of it

Customer: replied 1 month ago.
I got it now what?
Expert:  Richard replied 1 month ago.

The instructions I gave please

remove the ink from the printer then power it off.

then using a Q-Tip with cleaning alcohol (or warm water if you do not have any), clean out the areas where the ink goes in.

Then use a damp cloth and wipe down the inside of the printer.

Once done, let it dry for 10 minutes

Then put the ink back in, power it on and tell me if it then prints correctly please

Customer: replied 1 month ago.
Same message. Not working
Expert:  Richard replied 1 month ago.

Thanks

It is the internal mainboard that has faulted, this now confirms it

I am really sorry about this and you are going to have to return the printer to have it replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.

Thank you

Customer: replied 1 month ago.
I'm thinking probably be cheaper to just get a new one. Too bad too this isn't very old.
Expert:  Richard replied 1 month ago.

If it is out of warranty it is more cost effective to replace it rather then repair as for this issue as the mainboard will cost more then the value of a new printer

Expert:  Richard replied 1 month ago.

If you would like any additional information or assistance, please do not hesitate to let me know.

An please take a second to rate my service by clicking one of the stars at the top of the screen then submit

Thank you