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michelleclive
michelleclive, Customer Service
Category: Electronics
Satisfied Customers: 6992
Experience:  Working as a manager in a tech support company and i have an experience of 8 years and more in electronics device.
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Our Brother innobella isn't printing colours well and I've

Customer Question

Hi. our Brother innobella isn't printing colours well and I've changed the ink and cleaned it and it still only works on black and pink. Can you help?
JA: What's the model of your printer?
Customer: MFC-J4410DW
JA: Are you getting any error messages? Are you able to open the lid that covers the cartridges on your printer?
Customer: yes I can
JA: Anything else you want the Printer Expert to know before I connect you?
Customer: depot think so. Just want it to work
Submitted: 11 days ago.
Category: Electronics
Expert:  michelleclive replied 11 days ago.

Hi my name is Michelle and I will be the expert working with you today to help and resolve the problem you have posted.

You are at www.justanswer.com services.
I am sorry to hear that you are having such trouble. I will try my best to help you out.


What Operating System (OS) is running on the computer? xp, vista, windows 7, 8 or 10 or Macos

Customer: replied 11 days ago.
It’s a new MacBook
Customer: replied 11 days ago.
Cheaper to text I think
Expert:  michelleclive replied 11 days ago.

did the problem start after changing inks?

Customer: replied 11 days ago.
No. Changed inks because of it
Expert:  michelleclive replied 11 days ago.

Secure Remote Assistance is an optional premium service. If you get a popup for the same on your screen, its your choice to choose it or not. These popups are generated by the website and not me to offer customers with additional services.If you do not want the additional service, you may ignore the popup.
I will continue to assist you on chat.

 

Customer: replied 11 days ago.
Thank you
Expert:  michelleclive replied 11 days ago.

did you run a head cleaning on the printer by any chance?

Customer: replied 11 days ago.
Yes. Twice
Expert:  michelleclive replied 11 days ago.

when you ran the head cleaning, it must have printed a print quality sheet

did all colors show up on it or nor?

Customer: replied 11 days ago.
No the blue and yellow didn’t. Even though I’d changed them
Expert:  michelleclive replied 11 days ago.

was the printer lying unused for some time?

Customer: replied 11 days ago.
Now. I use it a lot. We did a lot of colour printing last week though
Customer: replied 11 days ago.
Could something have happened. I was printing photos on ordinary paper for a poster
Expert:  michelleclive replied 11 days ago.

ok. please remove the inks from the printer

you will see ink nozzles on the ink as well as similar nozzles on the carriage where inks get seated

clean the nozzles with cotton swab and alcohol making sure that they are not clogged

then reinsert ink and try a print quality sheet print

let me know if all the colors show up or not

Customer: replied 11 days ago.
Ok
Expert:  michelleclive replied 11 days ago.

thanks

Customer: replied 11 days ago.
It’s very slightly better, but not much
Expert:  michelleclive replied 11 days ago.

when you cleaned the nozzles, did any ink come out on the swab?

Customer: replied 11 days ago.
Yes. Not too much though. Do you mean the ones at the bottom or the top?
Expert:  michelleclive replied 11 days ago.

nozzles on the carriage as well as on ink cartridge

please run a head cleaning now and check if there is any further improvement or not

 

Customer: replied 11 days ago.
The blue is better but now the magenta and yellow are not good
Expert:  michelleclive replied 11 days ago.

is there improvement in magenta and yellow from when we started or it has remained the same?

Customer: replied 11 days ago.
Magenta got worse. Just cleaning the tiny holes with a pin to see if that works
Expert:  michelleclive replied 11 days ago.

ok sure

Customer: replied 11 days ago.
Worse than ever now. Magenta not working at all now
Customer: replied 11 days ago.
I’ll call you
Expert:  michelleclive replied 11 days ago.

please remove the magenta ink

shake it a bit..reinsert ink and then try

also let me know how old is the printer?

Customer: replied 11 days ago.
About 5 years old
Customer: replied 11 days ago.
Shaken the ink and it’s made no difference. It’s a new cartridge
Expert:  michelleclive replied 11 days ago.

do you have the old inks with you?

Customer: replied 11 days ago.
Yes. I’ve stopped them back and it doesn’t make any difference
Expert:  michelleclive replied 11 days ago.

so its not printing magenta with both new and old inks

is that correct?

Customer: replied 11 days ago.
The magenta I changed last week so I don’t have the old one anymore. It was perfect when we started this. Now it’s not working but the blue is
Expert:  michelleclive replied 11 days ago.

please follow the below sequence

remove all inks

turn off printer and unplug power cord.
Keep the ON button on printer pressed for 10 secs...wait for 2 mins
Plug in power cord and turn on printer.


reinsert inks and then try a print

if still the magenta does not show up it would be a possible internal clog in the printhead

fixing this would need the printer to be serviced and in case an internal clog is diagnosed after a physical check the printhead would need to be replaced

printhead replacement can be costly and if it comes to that point investing in a new printer would be wiser than getting this one repaired

Customer: replied 11 days ago.
Done all that. Still doesn’t work. Ok I think I’ll leave it now. Thank you so much for your help
Expert:  michelleclive replied 11 days ago.

you are welcome