Troubleshooting

Before requesting a Replacement or Return Merchandise Authorization, please follow the appropriate steps below:

For Laser Toner Cartridges  

First Check: Has the plastic strip or clip been removed before installing the cartridge? It must be removed.

If you’re getting a message such as “Cartridge Empty or Depleted”

REASON: The Original Equipment Manufacturers (OEM) do not allow the chip on the cartridges that indicate ink level, etc. to be reset.

SOLUTION: Try turning off and unplugging the printer to reset the memory. Wait about 10 minutes before plugging the machine back in and turning it on. You can try either leaving the cartridges in during this process or removing the cartridges when you turn the machine off and not reinstalling them until after the machine is turned back on.

If you’re getting a persistent message that does not allow you to print

REASON: The Original Equipment Manufacturers (OEM) do not allow the chip on the cartridges that indicate ink level, etc. to be reset.

SOLUTION: This process will vary slightly depending on your computer’s operating system and the type of printer, but generally the process will be as follows. On your computer, go into the Control Panel and select the printer that you’re having trouble with. Right click on the printer and select Printer Properties. Under the Advanced options, deselect the option to show informational notifications or dialog.

If you’re cartridge doesn’t print or is printing too light

REASON: It is possible the print quality setting has been changed to Draft or it may be time to replace either the cartridge or drum.

SOLUTION: Change the print quality settings to a higher quality. If you still have issues, it may be time to replace the cartridge. To get a few more prints from your current cartridge, remove it from your printer, shake the cartridge gently from side to side to loosen the toner and reinstall it.

If there are lines on your printed document

REASON: Remanufactured toners are often filled with more toner than OEM cartridges. This means you can usually print more pages with a remanufactured toner, however sometimes during shipping residual toner can end up on the blade that normally wipes excess toner away. This causes streaks on your printed pages.

SOLUTION: Print several pages to use the excess toner. If the lines continue to appear, it may be time to replace the drum in your printer.

If your printer is printing garbage

REASON: You may need to update your printer drivers, especially if you’ve just upgraded your operating system or switched from a Mac to a PC or vice versa.

SOLUTION: Go to your printer manufacturer’s website to find the most recent driver for your printer. Install it. You can usually find PDF versions of the Owner’s Manual for your printer on the manufacturer’s website. Just remember your right to choose when engaging in an online chat or telephone call with your printer’s manufacturer.

For Inkjet Cartridges

First Check: Has the protective plastic film or cartridge clip (if provided) been removed from the inkjet nozzle before installing the cartridge? If not, remove it.

If you’re getting a message such as “Cartridge Empty or Depleted”

REASON: The Original Equipment Manufacturers (OEM) do not allow the chip on the cartridges that indicate ink level, etc. to be reset.

SOLUTION: Try turning off and unplugging the printer to reset the memory. Wait about 10 minutes before plugging the machine back in and turning it on. You can try either leaving the cartridges in during this process or removing the cartridges when you turn the machine off and not reinstalling them until after the machine is turned back on.

If the printer is not recognizing the cartridge

REASON: The copper contacts on the ink cartridge or in the printer may be dirty or smudged.

SOLUTION: Remove the cartridges from the printer. Use a cotton swab dipped in a little bit of rubbing alcohol or Windex to gently clean the copper contacts. Allow the contacts to air dry and ensure no fibers from the cotton swab are on the contacts. Then install the cartridges again.

If you’re getting a persistent message that does not allow you to print

REASON: The Original Equipment Manufacturers (OEM) do not allow the chip on the cartridges that indicate ink level, etc. to be reset.

SOLUTION: This process will vary slightly depending on your computer’s operating system and the type of printer, but generally the process will be as follows. On your computer, go into the Control Panel and select the printer that you’re having trouble with. Right click on the printer and select Printer Properties. Under the Advanced options, deselect the option to show informational notifications or dialog.

If you’re cartridge doesn’t print, a color is missing or is printing too light

REASON: For inkjet cartridges this is usually caused by a clogged nozzle. Although it is possible the print quality setting has been changed to Draft or it may be time to replace the cartridge.

SOLUTION: For a clogged nozzle, try taking a slightly dampened paper towel, fold it and hold it against the nozzles for 30 seconds or so. Blot dry. Do not rub. Reinstall the cartridge and print a test page.

Most printers also have a nozzle cleaning function. How to access this function varies by printer manufacturer. Some printers allow you to select the option from Set Up and Tools Options on the printer itself. For other printers, you’ll have to access the printer options on your computer. Go to the Control Panel and right click on the printer you’re having issues with. Select Printer Properties and look for a nozzle cleaning function.

Otherwise, try changing the print quality settings to a higher quality or installing a new cartridge.

If your printer is printing garbage

REASON: You may need to update your printer drivers, especially if you’ve just upgraded your operating system or switched from a Mac to a PC or vice versa.

SOLUTION: Go to your printer manufacturer’s website to find the most recent driver for your printer. Install it. You can usually find PDF versions of the Owner’s Manual for your printer on the manufacturer’s website. Just remember your right to choose when engaging in an online chat or telephone call with your printer’s manufacturer.

Request For RMA

Toners being returned for print quality issues must be accompanied with a test page showing the print quality problem.

Please note: If you ordered a wrong product and want to exchange it, you will be responsible for the shipping cost and 15% restocking charge. Also the cartridges must be returned to us in its original packaging and the cartridge unused.