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crash2199
crash2199, Technician
Category: Printers
Satisfied Customers: 18940
Experience:  5+ years as Tech
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When I print color documents, the magenta color is not

Customer Question

When I print color documents, the magenta color is not coming out of cartridge. I put new cartridge in, but same thing.
JA: What's the make/model number of your printer? How old is it?
Customer: Workforce 3640
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: iMac, Sierra 10.12.5
JA: How long has this been an issue? What happened right before this popped up?
Customer: It has been happening for a few months. Before that it was fine. It is like the print head is clogged. I ran the cleaning app.
JA: Anything else you want the printer expert to know before I connect you?
Customer: no
Submitted: 9 days ago.
Category: Printers
Expert:  crash2199 replied 9 days ago.

Hi! My name is ***** ***** I will be assisting you. Let's get started!

Expert:  crash2199 replied 9 days ago.

Let's try a print head cleaning:

Press the Home button (looks like a house)

Press the Setup button (looks like tools)

Select Maintenance

Select Print Head Cleaning

Select Proceed

Select All Colors

Run the cleaning

After the cleaning is complete, try to print again and let me know the results

Expert:  crash2199 replied 8 days ago.

I am checking back up on you about your issue. If the issue is resolved or you do not need anymore help, please rate our session as 5 stars and press Submit so I am credited with helping you otherwise please reply back so we can continue with the issue.