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Richard
Richard, Engineer
Category: Printers
Satisfied Customers: 56885
Experience:  15 years consulting in the IT industry with Printing engineering
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I have installed a new toner cartridge in my Samsung printer

Customer Question

I have installed a new toner cartridge in my Samsung printer Xpress
JA: What's the model of your printer?
Customer: XpressM2020W
JA: Are you getting any error messages? Are you able to open the lid that covers the cartridges on your printer?
Customer: yes - everything is fine except the printer stops after the initial crank up-whirring
JA: Anything else you want the Printer Expert to know before I connect you?
Customer: I don't think so thank y ou
Submitted: 3 months ago.
Category: Printers
Expert:  Richard replied 3 months ago.

Thank you for your question, my name is ***** ***** I look forward to assisting you.

Please note, a rating is only needed when we are finished.

Can you please remove the power to the printer (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the printer, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 3 months ago.
some advice please
Expert:  Richard replied 3 months ago.

The instructions I gave you please.... repeated again below

Can you please remove the power to the printer (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the printer, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 3 months ago.
HAVE DONE THIS
Expert:  Richard replied 3 months ago.

ok, and the results? Though it was shorted then 10 minutes since you replied

"some advise please"

And the instructions take longer then 10 minutes to do

Customer: replied 3 months ago.
HAD DONE SO EARLIER
Expert:  Richard replied 3 months ago.

When the printer stops, does the power go off on it?

Customer: replied 3 months ago.
NO THE LIGHT STAYS ON THAT IS AT THE BOTTOM OF THE "PAD"
Expert:  Richard replied 3 months ago.

Put the old toner back in, does it then function?

Customer: replied 3 months ago.
DONE THAT - NO GOOD - NO LIGHT AT ALL NOW
Expert:  Richard replied 3 months ago.

Thanks

It is the internal mainboard that has faulted.

I am really sorry about this and you are going to have to return the printer to have it replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.

Thank you