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Richard
Richard, Technician
Category: Printers
Satisfied Customers: 31286
Experience:  Printer and scanner problem resolver for over 15 years
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My printer said my yellow cartridge was out of ink. I

Customer Question

My printer said my yellow cartridge was out of ink. I purchased a new cartridge, installed it, and got the same message with my new one.
JA: What is the exact make and model of your printer? And what kind of cartridges are you using?
Customer: Brother prinhter - MFC-J450DW
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: Lenovo - windows 8
JA: How long has this been an issue? What happened right before this popped up?
Customer: About a month - don't remember any problems before this.
JA: Anything else you want the printer expert to know before I connect you?
Customer: No
Submitted: 25 days ago.
Category: Printers
Expert:  Richard replied 25 days 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 25 days ago.
It still shows that my yellow cartridge is out of ink - this is the new one.
Customer: replied 25 days ago.
No thank you.
Expert:  Richard replied 25 days ago.

Thanks

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 25 days ago.
still same problem
Expert:  Richard replied 25 days ago.

Thanks

It is the internal printhead 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