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I put the toner cartridge in crooked and now it's jammed.

Customer Question
I put the toner cartridge...
I put the toner cartridge in crooked and now it's jammed.
JA: What is the exact make and model of your printer? And what kind of cartridges are you using?
Customer: Brother DCP multifunction copier
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: mac
JA: How long has this been an issue? What happened right before this popped up?
Customer: I was replacing the cartridge and it wasn't printing, so I realized I hadn't pushed it back far enough. I gave it a push and .... it's crooked and completely jammed. There's piece of plastic holding it in. My husband usually does this but is gone.
JA: Anything else you want the Printer Expert to know before I connect you?
Customer: Nope
Submitted: 2 months ago.Category: Printers
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Answered in 3 minutes by:
9/10/2017
Technician: Kris R, Computer Hardware Engineer replied 2 months ago
Kris R
Kris R, Computer Hardware Engineer
Category: Printers
Satisfied Customers: 3,137
Experience: IT Manager at Wood Group PSN
Verified

Hi
Sorry for the delay, we are busy and I've just got to your question.
How long has this been happening?
Thanks
Kris

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Customer reply replied 2 months ago
just happened. I haven't ever replaced the cartridge.
Technician: Kris R, Computer Hardware Engineer replied 2 months ago

Ok - can you unplug the printer from the power supply while the printer is on and hold in the power button on it for 30 seconds.
Let me know done
Regards
Kris

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Customer reply replied 2 months ago
I put it in crooked and now it's wedged. You can't possibly fix it remotely.
Technician: Kris R, Computer Hardware Engineer replied 2 months ago

Can you unplug the printer from the power supply while the printer is on and hold in the power button on it for 30 seconds?

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Customer reply replied 2 months ago
What? the Power supply has nothing do with the mechanics of a toner cartridge shoved into the wrong spaces.
Technician: Kris R, Computer Hardware Engineer replied 2 months ago

Please do this, we need to reset any errors before we fix it or the printer will think it's stuck even once it's fixed.

Please let me know If you think I do not understand you.

Thanks

kris

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Customer reply replied 2 months ago
Um, I don't understand about the power button if it's unplugged. Also this printer's power button is a flip switch.
Technician: Kris R, Computer Hardware Engineer replied 2 months ago

It resets and clears the memory, if it is a flip button flip it 3 times while it is unplugged.

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Customer reply replied 2 months ago
ok did it
Customer reply replied 2 months ago
do you want a picture?
Technician: Kris R, Computer Hardware Engineer replied 2 months ago

Okay so there is a small clip/flip on the front, you need to push this in and yank it out.

The clip will release the recess lock on this model

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Customer reply replied 2 months ago
You're talking about the thing on the left side of the door to the cartidge area?
Customer reply replied 2 months ago
I have no idea where a "small clip/flip" is on the front. Can you be more specific?
Technician: Kris R, Computer Hardware Engineer replied 2 months ago

Please send the picture in

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Customer reply replied 2 months ago
Just drag it to the message box?
Technician: Kris R, Computer Hardware Engineer replied 2 months ago

No there is an icon to the right of this you can use to attach images.

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Technician: Kris R, Computer Hardware Engineer replied 2 months ago

When and were was the printer purchased?

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Customer reply replied 2 months ago
2-3 years ago from Costco. It's out of warranty.
Technician: Kris R, Computer Hardware Engineer replied 2 months ago

Looking at the photos I don't think you can do much.

It needs parts and as it is out of life they will not be cheap.

When you remove it it will crack the housing.

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Customer reply replied 2 months ago
What about taking it apart and removing it?
Customer reply replied 2 months ago
Are there any instructions on the web for disassembling this printer?
Technician: Kris R, Computer Hardware Engineer replied 2 months ago

That would work but you would need to re-calibrate the heads and this needs manufacturer tools, it's a consumer printer.

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Customer reply replied 2 months ago
What will happen if they are not recalibrated?
Customer reply replied 2 months ago
Can local repair shops do something like this?
Technician: Kris R, Computer Hardware Engineer replied 2 months ago

Can you tell me how much it cost?

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Customer reply replied 2 months ago
Not that much. Maybe $200. Not sure because my husband got it.
Technician: Kris R, Computer Hardware Engineer replied 2 months ago

A local repair shop will be able to do it, the key is to to it without making it worse as you could easy rake up a bill more than 200 and it would not be economical.

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Customer reply replied 2 months ago
What if I got the cartridge out and took it to a repair shop just for the recalibration of the heads?
Technician: Kris R, Computer Hardware Engineer replied 2 months ago

That would work also.

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Customer reply replied 2 months ago
Then I'm back to my question about how to get instructions to take it apart.
Technician: Kris R, Computer Hardware Engineer replied 2 months ago

I would not be sure how to do this, you would just need to pry it out.

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Customer reply replied 2 months ago
THere must be a way to disassemble it. As you said earlier, to pry it out will break some of the housing for sure.
Customer reply replied 2 months ago
Anyway, guess I got my $23 worth. I'd just like some instructions or a YouTUbe showing how to take it apart.
Technician: Kris R, Computer Hardware Engineer replied 2 months ago

I am going to opt out so another expert can assist with this hardware issue.

You will be emailed when they pick this up, I no longer get your responses

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Technician: Josh, Technician replied 2 months ago
Josh
Josh, Technician
Category: Printers
Satisfied Customers: 20,719
Experience: 5+ years as Tech
Verified

I apologize that you had to wait for a response.

Do you still need help with your issue?

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Customer reply replied 2 months ago
basically I did not realize the drum was in the package that had just arrived with the toner cartridge that my husband had ordered. He wasn't here so I attempted to insert the cartridge not seeing the drum. In other words I sort of shoved it even without the drum and it stuck
Technician: Josh, Technician replied 2 months ago

Did you remove the cartridges then insert the drum?

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Customer reply replied 2 months ago
It's hopeless unless you can tell me how to open the printer and get it out.
Customer reply replied 2 months ago
I guess I was not clear. I did not see the drum. I did not put the drum in the printer. I put the cartridge in the cavity where the drum and cartridge unit should have gone. It is stupid, yes, but that's what I did
Technician: Josh, Technician replied 2 months ago

Which model do you have?

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Customer reply replied 2 months ago
Brother DCP – 7065 DN
Technician: Josh, Technician replied 2 months ago
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Customer reply replied 2 months ago
Too late for that.Obviously that is what I SHOULD have done. I don't think you can help me
Technician: Josh, Technician replied 2 months ago

I am not sure what you mean -- If you take a look at the image, you can see how the cartridge is inserted and you can use the reverse to remove it

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Customer reply replied 2 months ago
You're not following I don't think. The cartridge is in the printer without the drum. No drum. I didn't Realize The drum was missing. I didn't research carefully or read any instructions. I just stuck it in there with no drum. And now it is stuck in the housing of the machine. And so the cartridge is stuck physically and cannot be jiggled or moved at all.
Customer reply replied 2 months ago
Obviously I forced it a little too much and pushed it past some fixed, it stationary piece of the housing and it can't be pulled back out at all
Customer reply replied 2 months ago
I have watched this video you sent and seen the webpage on the brother website. It can I help me
Customer reply replied 2 months ago
I mean I saw it before you sent it. I watched it several times before I saw the drum in the box and realized my husband was replacing the drum and the cartridge.
Customer reply replied 2 months ago
You probably have not encountered anyone who did anything like this before. It should have been obvious to me but it wasn't. I was in a rush and did not pay attention plus our printer is in a dark corner. I just opened the cartridge package and shoved it into the opening.
Technician: Josh, Technician replied 2 months ago

Unfortunately, there isn't a diagram for removing the cartridges when the drum is not inserted. You will need to pull the cartridges out using some force.

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Customer reply replied 2 months ago
unless you knew how to take it apart
Technician: Josh, Technician replied 2 months ago

If the printer is brand new. you may be able to receive a replacement from Brother.

How old is the printer?

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Josh
Josh
Josh, Technician
Category: Printers
Satisfied Customers: 20,719
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Experience: 5+ years as Tech

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