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  1. #1
    Master Of The Obvious 10,000+ Posts
    KM-3552ci K-toner won't go in

    blackcat4866's Avatar
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    KM-3552ci K-toner won't go in

    It's pretty obvious I guess ... the enduser runs out of K toner. Thinking that they can get a few more prints they remove the toner, reinstall the empty, remove it, reinstall the empty, maybe 6 times. They never actually get one additional page.

    So the toner arrives, but it won't go in. It's the OEM, right type, but a small gate has dropped from the engine cover stopping the cartridge from sliding in. It's probably because of all the failed attempts. The machine is trying to protect itself from another stupid customer choice.

    I figured a way to get the cartridge slid in (strip of cardboard 1" x 15" on top of the cartridge, lifting the gate, then slid out), but there must be a proper way to retract this gate. Is there a customer way to recover from their own bad choices? =^..^=
    If you'd like a serious answer to your request:
    1) demonstrate that you've read the manual
    2) demonstrate that you made some attempt to fix it.
    3) if you're going to ask about jams include the jam code.
    4) if you're going to ask about an error code include the error code.
    5) You are the person onsite. Only you can make observations.

    blackcat: Master Of The Obvious =^..^=

  2. #2
    Master Of The Obvious 10,000+ Posts
    KM-3552ci K-toner won't go in

    blackcat4866's Avatar
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    Re: KM-3552ci K-toner won't go in

    OK, I found something called "container solenoid K", U033 Solenoid Operation Check. Is that it?
    =^..^=
    If you'd like a serious answer to your request:
    1) demonstrate that you've read the manual
    2) demonstrate that you made some attempt to fix it.
    3) if you're going to ask about jams include the jam code.
    4) if you're going to ask about an error code include the error code.
    5) You are the person onsite. Only you can make observations.

    blackcat: Master Of The Obvious =^..^=

  3. #3
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    Re: KM-3552ci K-toner won't go in

    Quote Originally Posted by blackcat4866 View Post
    OK, I found something called "container solenoid K", U033 Solenoid Operation Check. Is that it?
    =^..^=
    STOP. The end user is trying to put a waste toner bottle in the black toner spot. Either that or your customer inserted the new toner into where the waste bottle goes. Find out if it's new and look toward the mouth of the bottle for a slide switch. Only do this if you are certain the toner is new and NOT a bottle full if waste toner.

    Sent from my XT1635-01 using Tapatalk

  4. #4
    Senior Tech 100+ Posts Ropariva's Avatar
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    Re: KM-3552ci K-toner won't go in

    When the K cartridge has been used as a waste, you will see on the side of the slider a red indicator. Iíve on occasion had to reset this because the client has been confused and put the new one in the waste.
    Itís easy to tell if it really is a new cartridge as the old used ones will be very worn and scratched up from doing many rotations in the machine. The new ones just look new!

  5. #5
    Service Manager 1,000+ Posts
    KM-3552ci K-toner won't go in


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    Re: KM-3552ci K-toner won't go in

    Good info, but the the advice seems preventative...what's the fix?

  6. #6
    Service Manager 2,500+ Posts
    KM-3552ci K-toner won't go in

    Phil B.'s Avatar
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    Re: KM-3552ci K-toner won't go in

    Quote Originally Posted by blackcat4866 View Post



    I figured a way to get the cartridge slid in (strip of cardboard 1" x 15" on top of the cartridge, lifting the gate, then slid out), but there must be a proper way to retract this gate.

    Is there a customer way to recover from their own bad choices? =^..^=
    yeah SHOOT the user so it doesn't happen again.. drag body to dumpster... throw body in ...buy ticket to country that will not extradite you

  7. #7
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    Re: KM-3552ci K-toner won't go in

    Simple fix, took me an hour of tearing the machine apart before I figured it out. If red is showing it won't go in the machine.
    IMG_20181207_140115390.jpgIMG_20181207_140118530.jpg

  8. #8
    Service Tech / IT Rep 100+ Posts JVergin's Avatar
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    Re: KM-3552ci K-toner won't go in

    Quote Originally Posted by FriendlyTech View Post
    Simple fix, took me an hour of tearing the machine apart before I figured it out. If red is showing it won't go in the machine.
    IMG_20181207_140115390.jpgIMG_20181207_140118530.jpg

    Yep, We've had a few come from the factory like this. The bad part is the same thing will happen when a customer is attempting to insert the waste toner back into the toner slot. So, best option is to go on site and confirm it's actually a new toner.

    I had a customer swear up and down that the toner was new sealed in box but the container was dirty and filled with waste toner. I asked if there was any cardboard, plastic protector, or rolled up bubble wrap in the box and she said no. Someone put it back in the box and next to the new toner boxes.

    **Side Note - Seems obvious but I've been stressing to our customers recently to make sure they're putting the black toner in the correct way. It is possible to put it in upside down, and if they force it through, it will damage the felt on the toner hopper. We had this happen on a 5002i. We had to replace the toner hopper, and the developer unit as pieces of that felt made their way to the developer unit and it seized.
    -- "Did you try cleaning the glass?"

  9. #9
    Master Of The Obvious 10,000+ Posts
    KM-3552ci K-toner won't go in

    blackcat4866's Avatar
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    Re: KM-3552ci K-toner won't go in

    This design assumes a higher level of intelligence than the average enduser can demonstrate. That's the only thing that I worry about. Only the top 10% of endusers are capable of doing this right ... consistently.
    =^..^=
    If you'd like a serious answer to your request:
    1) demonstrate that you've read the manual
    2) demonstrate that you made some attempt to fix it.
    3) if you're going to ask about jams include the jam code.
    4) if you're going to ask about an error code include the error code.
    5) You are the person onsite. Only you can make observations.

    blackcat: Master Of The Obvious =^..^=

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