Yep I didn't believe the customer's wording of that title when we received the call either, but it's entirely accurate. We updated the machine from G00-RB to G00-RE today just as a courtesy as we were troubleshooting a network printing problem that turned out to be generic drivers. "Well since we're here" turned into full blown Friday the 13th.
The firmware update went smoothly, no blips, hang ups, or anything else. 100% completed, reboot, etc. Printed a document (black and white) and all is well. Get the call after we have left that the colors are way off when printing anything in color.
The GDI print demo comes out and there's the black areas are fine. Anything where color should be is gritty and what is there is almost pure developer. I'll attach the sample
Any internal print samples come out the same way (half tones etc.) A little color but mostly all developer.
TCR readings for C,M, and Y all read 0.0. Black is still 6.19. NO trouble codes. Machine will copy and print fine with those readings.
Tech support says try downgrading the firmware back to where you were. OK. No change. Then they say they want to replace all color developers and their drums just as a precaution to do them together. This is an almost new machine at 18K total pages. It was printing fine (minus the driver issues) until the firmware update.
Have a very hard time believing it's a mechanical failure. And if so, why isn't the machine pissed off at hacing TCR's reading 0.0??
Chris
TJL Copy
The firmware update went smoothly, no blips, hang ups, or anything else. 100% completed, reboot, etc. Printed a document (black and white) and all is well. Get the call after we have left that the colors are way off when printing anything in color.
The GDI print demo comes out and there's the black areas are fine. Anything where color should be is gritty and what is there is almost pure developer. I'll attach the sample
Any internal print samples come out the same way (half tones etc.) A little color but mostly all developer.
TCR readings for C,M, and Y all read 0.0. Black is still 6.19. NO trouble codes. Machine will copy and print fine with those readings.
Tech support says try downgrading the firmware back to where you were. OK. No change. Then they say they want to replace all color developers and their drums just as a precaution to do them together. This is an almost new machine at 18K total pages. It was printing fine (minus the driver issues) until the firmware update.
Have a very hard time believing it's a mechanical failure. And if so, why isn't the machine pissed off at hacing TCR's reading 0.0??
Chris
TJL Copy
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