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Brother MFC-J6520DW. One of the color cartridges (yellow in…

Customer Question
Brother MFC-J6520DW. One...

Brother MFC-J6520DW. One of the color cartridges (yellow in this case) doesn't print. I have switched cartridges with same result. I have cleaned the nozzles multiple times. No error message except "couldn't detect ink volume" at first. That cleared when I installed a different yellow cartridge. Test page gives a very, very light squares sometimes interspersed with full dots of cyan (next one over).

Technician's Assistant: Just to clarify, what's the exact make and model of your machine?

First line of my message. Brother MFC-J6520DW.

Technician's Assistant: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?

Mac, v10.12.6

Technician's Assistant: How long has this been an issue? What happened right before this popped up?

It happened while printing the last page of 3 or 4 sheets. it was an event, not a gradual thing. Happened Tuesday. No issues similar to this ever. Had the machine for several years. Yellow cartridge was nearly full.

Submitted: 11 months ago.Category: Printers
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Answered in 8 minutes by:
9/8/2017
Technician: Michael Hannigan, Technician replied 11 months ago
Michael Hannigan
Michael Hannigan, Technician
Category: Printers
Satisfied Customers: 11,888
Experience: 25+ Years Experience Computers, Electronics, and Printers - HP, Canon, Xerox, Ricoh, Lexmark, Oki, Ghestner, Konica Minolta, Kyocera, Sharp
Verified

Hello. My name is***** will be helping you with your question today....when you replaced the ink cartridge did you do both the test print and aliment? do you know how to do it?

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Customer reply replied 11 months ago
I did just the test print, not the alignment
Technician: Michael Hannigan, Technician replied 11 months ago

Would you like me to give a link with instructions which contains pictures to guide you or would you like me to type the instructions here for you?

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Customer reply replied 11 months ago
Do you want me to perform the aligment test? I know how to do that.
Technician: Michael Hannigan, Technician replied 11 months ago

Before the alignment we must fist reset any cache corrupted memory within the printer....give me a second I can tell you how.

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Technician: Michael Hannigan, Technician replied 11 months ago

first get the printer into the position of replacing the cartridges and and while opened then unplug the printer and leave it like that for a full minute......let me know when you do that.

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Customer reply replied 11 months ago
I have opened the door to the ink compartment and unplugged the machine
Technician: Michael Hannigan, Technician replied 11 months ago

The printer should be not be plugged in while the ink cartridges on "replacement" position.

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Technician: Michael Hannigan, Technician replied 11 months ago

ok after a full minute plug back in the printer and let me know what it does while it powers on.

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Customer reply replied 11 months ago
Do you just want the door open or do you want a cartridge pulled out before I plug it back in.
Technician: Michael Hannigan, Technician replied 11 months ago

the door should remain opened while you plug it back in

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Customer reply replied 11 months ago
error message: "Close ink cover"
Technician: Michael Hannigan, Technician replied 11 months ago

ok now close it and let me know if it recognizes all the cartridges with its proper ink levels.

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Customer reply replied 11 months ago
Same appearance for "ink volume" as before. When I replace the yellow cartridge I told it I had done so, so that volume looks good since then.
Technician: Michael Hannigan, Technician replied 11 months ago

any possible corrupted cache should have been eliminated, so no let's proceed with the aliment.

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Customer reply replied 11 months ago
ok
Customer reply replied 11 months ago
A is the best
Technician: Michael Hannigan, Technician replied 11 months ago

so what results did you get?

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Customer reply replied 11 months ago
a is best
Technician: Michael Hannigan, Technician replied 11 months ago

now can you tried printing something as simple as the Google HomePage and let me know how it comes out.

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Customer reply replied 11 months ago
5 - 7 best
Customer reply replied 11 months ago
I printed a logo with a yellow flower, still no yellow color.
Technician: Michael Hannigan, Technician replied 11 months ago

OK, it sounds like the printhead is clogged.....let's do the printhead cleaning procedure......do you know how?

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Customer reply replied 11 months ago
I have already done it at least a half dozen times.
Technician: Michael Hannigan, Technician replied 11 months ago

Just to clearify this is a Brother OEM yellow cartridge......not a refill right?

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Customer reply replied 11 months ago
I have been using this brand of remanufactured cartridges for years with no problems ever.
Technician: Michael Hannigan, Technician replied 11 months ago

I understand your statement, but please keep an open mind and understand that NOT all remanufactured cartridges are made the same, they don't have the same level of quality as a Brother cartridge would.......I would honestly try a OEM cartridge first before calling it a problem within the printer.

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Customer reply replied 11 months ago
Company line. Refund my money. Bye.
Customer reply replied 11 months ago
I approved $5 charge. I received a $33 receipt from PayPal. "You sent a payment of $33.00 USD to JustAnswer
(*****@******.***)" Please refund the extra $28 that I did not acknowledge or approve.
Technician: Josh, Technician replied 11 months ago
Josh
Josh, Technician
Category: Printers
Satisfied Customers: 22,253
Experience: 5+ years as Tech
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Hi,

I apologize for the long wait.

Do you still need help with your issue?

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