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A. Stevens
A. Stevens, Technician
Category: Printers
Satisfied Customers: 1557
Experience:  Have worked on various printers for 5+ years.
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Hp laserjet 9500 hdn - replace cleaning kit or reinstall bottle

Customer Question

Hp laserjet 9500 hdn - 'replace cleaning kit or reinstall bottle' message continues to flash up despite all components replaced
Submitted: 3 years ago.
Category: Printers
Expert:  A. Stevens replied 3 years ago.

A. Stevens :

Hi!

A. Stevens :

This is A. Stevens here to help with your question.

A. Stevens :

I see that you are continually getting a "replace cleaning kit or reinstall bottle" message on your HP LaserJet 9500hdn even though you've already replaced all the components.

Customer:

Just tried once more just in case - no good.

A. Stevens :

Sorry for the delay. I am researching that message now.

A. Stevens :

When you receive the error, do you get a button with a "?"

Customer:

Yes it's the standard message for all faults which reads 'for help press ?' and then gives a sequence of tasks to clear the fault

A. Stevens :

And I take it the message returns even after you clear it then

A. Stevens :

I think updating the firmware on the machine would help. Would you like to attempt that? I can provide instruction on how to do that.

Customer:

Yes let's try that

A. Stevens :

Could you please let me know what operating system you will be using to do the firmware installation?

A. Stevens :

So that i can provide you with the correct download.

Customer:

windows xp

A. Stevens :

Also, in the event that the FW installation clears any of your saved settings, will you be able to re do the settings?

A. Stevens :

I don't want you to lose any of that.

A. Stevens :

Such as network configuration, scanning configuration, etc.

A. Stevens :

It should not clear anything...but just a precaution.

Customer:

We're running on default factory settings so should be ok, we don't have any stored jobs and it's not networked

A. Stevens :

Great.

A. Stevens :

Go to this link: HP

A. Stevens :

You will see a blue "DOWNLOAD" button in the middle of the screen.

A. Stevens :

This will download a file named "clj9500_fw_util_05_020_3.exe"

A. Stevens :

When it has completed downloading you will want to run the program.

A. Stevens :

It will ask you to unzip the files. Go ahead and do that and then the Firmware update program should open automatically.

A. Stevens :

It will give you a list of printers connected to your computer.

A. Stevens :

You will want to select the printer in question.

A. Stevens :

Then select the "Send Firmware" button.

A. Stevens :

It should show you the progress and let you know when it is complete.

A. Stevens :

The update should restart the printer, but in case it does not you will want to power cycle the prtiner.

A. Stevens :

Please let me know if that works!

Customer:

All completed but unfortunately no change

A. Stevens :

Do you know the warranty status of the printer?

Customer:

Well past the warranty

A. Stevens :

OK, yes, I assumed that but just wanted to be sure.

A. Stevens :

Please hold while I continue to look at some other possible solutions.

Customer:

will do

A. Stevens :

Do you have the finsihed attached to the printer?

A. Stevens :

finisher*

A. Stevens :

For stapling, etc.

A. Stevens :

Also could you please let me know the exact message that comes up on the printer? I'm having trouble locating the message you provided.

A. Stevens :

"Replace cleaning kit or reinstall bottle"

Customer:

No finisher/stapler attached, the exact message flashing up is 'Replace cleaning kit or reinstal bottle' followed by 'For help press ?'

A. Stevens :

Ah, OK. Sorry I am seeing a similar error message from HP but just not worded exactly the same.

Customer:

ok

A. Stevens :


  1. Verify that the transfer cleaner is correctly installed and that the cleaning kit is within life specifications.




  2. Remove and reseat the cleaner and toner collection bottle.




  3. Open the front doors and tap lightly on the waste toner bottle. Close the front doors and check to see if the error message goes away.




  4. If the message persists, replace the cleaning kit.



A. Stevens :

Have you gone through these steps already?

Customer:

Done all that already and replaced the cleaning kit. Was hoping that no 3 would do the trick but still no good, back to flashing message

A. Stevens :

Ah, OK. That's unfortunate.

A. Stevens :

The best thing to do at this point would be to either contact HP support directly, or to find an authorized HP service group in your area that could service the printer.

A. Stevens :

I've found contacting HP support direct can be very slow...

A. Stevens :

So if you need to have this resolved ASAP I would recommend using a technician to come service the printer.

A. Stevens :

Would be glad to help you locate someone that could help in your area if you would like.

Customer:

They're great until they go wrong. I think there's either a mechanical or sensor problem.

Customer:

Thanks for your efforts

A. Stevens :

Not a problem, hopefully you can get it fixed, I know the error message must be very frustrating.

A. Stevens :

If you please could rate my service with the smiley faces below, I would greatly appreciate it.

A. Stevens and other Printers Specialists are ready to help you