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John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5077
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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It said to replace the black drum and toner. Did that and it

Customer Question

It said to replace the black drum and toner. Did that and it still keeps saying replace black toner
JA: What's the make/model number of your printer? How old is it?
Customer: MFC-9130CW about 5-6 years
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: PC I dont know
JA: How long has this been an issue? What happened right before this popped up?
Customer: the drum about 1 1/2 weeks It was fine printing yesterday morning then went to print in the afternoon and it just stopped
JA: Anything else you want the Printer Expert to know before I connect you?
Customer: No just what to do. thank you
Submitted: 1 month ago.
Category: Printers
Expert:  P. Kumar replied 1 month ago.

Thanks for choosing Just Answer.

We are sorry to hear about your experience. I'm Kumar and I'll assist you today.

Can you please let us know if you are receiving an error message while printing?

Thanks,

Kumar

Customer: replied 1 month ago.
it says open top and replace toner cartridge
Customer: replied 1 month ago.
now what
Expert:  P. Kumar replied 1 month ago.

Thanks for reverting. Can you please check if you followed the attached steps to replace the drum?

Expert:  P. Kumar replied 1 month ago.

I want you to remove, clean and reinstall the same drum unit again.

Customer: replied 1 month ago.
We did all yesterday and it's brand new just out of the box
Expert:  P. Kumar replied 1 month ago.

Can you please reboot the printer.

To Reboot :

Unplug the power adapter.

Press and HOLD Power button on Printer for 60 secs

Plug the power adapter

Replace HOLD

Turn the device on and check

Customer: replied 1 month ago.
Same error message
Expert:  P. Kumar replied 1 month ago.

I want you to remove, clean and reinstall the same drum unit again. Did you try that?

Customer: replied 1 month ago.
Expert:  P. Kumar replied 1 month ago.

Please wait while I analyze the issue.

Expert:  P. Kumar replied 1 month ago.

Can you please reset the drum counter?

Customer: replied 1 month ago.
How do you do that
Expert:  P. Kumar replied 1 month ago.

Open the front cover.

Press Clear or Clear/Back on the control panel. It should be to the right of the LCD.

Press 1 or Up arrow to reset drum counter

When system shows Accepted, close front cover

Customer: replied 1 month ago.
Don't see what you are asking me to do
I'm going to leave it alone for now
Expert:  P. Kumar replied 1 month ago.

Open the top cover, the one you used to replace the drum.

Press Clear or Clear/Back on the control panel. It should be to the right of the LCD.

Press 1 or Up arrow to reset drum counter

When system shows Accepted, close top cover

Customer: replied 1 month ago.
cannot do that right now going into a meeting thank you
Expert:  P. Kumar replied 1 month ago.

Okay.. Do have a look and get back to me for any assistance.

Thanks,

Kumar