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Put a new Black XL cartridge in and now it is giving me an…

Customer Question
Put a new Black...

Put a new Black XL cartridge in and now it is giving me an error code B504 and won't print. I tried to take the cartridge out to reinsert but could not get it out?

Technician's Assistant: Just to clarify, have you double-checked the code? And what is the exact make and model of your machine?

Yes I checked the code. I have a Cannon Maxify MB2320

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

PC

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

Just tonight when I changed the cartridge

Submitted: 5 months ago.Category: Printers
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Answered in 5 minutes by:
11/16/2017
Technician: Richard, Technician replied 5 months ago
Richard
Richard, Technician
Category: Printers
Satisfied Customers: 44,561
Experience: Printer and scanner problem resolver for over 15 years
Verified

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

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Customer reply replied 5 months ago
It's doing a lot of, like it's cleaning the jets?
Customer reply replied 5 months ago
No. How can I get the cartridge out and then re insert it?
Technician: Richard, Technician replied 5 months ago

Is it still cleaning? If so, let it complete.

Tell me when it has please

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Customer reply replied 5 months ago
It has stopped and got the error code B504 again
Customer reply replied 5 months ago
The triangle warning sign is now flashing.
Technician: Richard, Technician replied 5 months ago

Can you access the ink cartridges now?

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Customer reply replied 5 months ago
Only if I turn off the printer and then slide the cartridge holder over. When it is on it won't bring them over
Technician: Richard, Technician replied 5 months 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

This will also allow you to see if any foreign objects are in the printer which may cause this.

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Customer reply replied 5 months ago
I can't get the cartridge to release
Technician: Richard, Technician replied 5 months ago

Just that one or any of the cartridges?

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Customer reply replied 5 months ago
I didn't try any other cartridge But I will try
Technician: Richard, Technician replied 5 months ago

Thank you

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Customer reply replied 5 months ago
Can't release any of them
Technician: Richard, Technician replied 5 months ago

So if you push them in they do not pop out?

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Customer reply replied 5 months ago
No
Technician: Richard, Technician replied 5 months ago

You are doing it like this correct?

https://www.youtube.com/watch?v=wPuKnzyG62g

In that film?

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Customer reply replied 5 months ago
I did as it showed wait for it to quit cleaning jets. Thank you
Technician: Richard, Technician replied 5 months ago

Thanks

Tell me when it has completed and if it then prints

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Customer reply replied 5 months ago
It just went back to the same thing. I will have to wait until tomorrow. Thank you anyway though
Technician: Richard, Technician replied 5 months ago

Same error? Let me know as then I know the isssue

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Richard
Richard
Richard, Technician
Category: Printers
Satisfied Customers: 44,561
44,561 Satisfied Customers
Experience: Printer and scanner problem resolver for over 15 years

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