Greentrees Printer Supplies LLC
Troubleshooting FAQ's

FAQ's for Toner Cartridges

Why is the print from my color toner cartridge(s) light or not printing?
Check to make sure that you removed the shipping sealing strip (clear sealing tape). If the shipping strip is not removed from the cartridge, then no toner can come out of the cartridge toner hopper. Note- this shipping-sealing strip is required to prevent toner from leaking out of the cartridge during shipping.

Why cant' I get the cartridge shipping sealing strip to remove when I pull on it?
Sometimes the shipping sealing strip will get stuck inside the cartridge.  I have seen this happen with remanufactured, compatible, and even OEM cartridges. If you want you can use a pair of pliers and try to jerk out the strip. Do not worry, this will not void your warranty. The worst that can happen is that the strip breaks off inside the cartridge. Either way you will have to return it for either a full refund or replacement.

I need to finish printing a job but my HP printer says that I must install a new cartridge?
If you have a HP color printer from the 3500, 3600, 3700, 3800, 4600, 4700, or 5500 series, then you are in luck. With these HP printers you can place them into a diagnostic state that causes the printer to not check the toner cartridges. This will allow you to continue to print. You can do this by following these steps.

1. On the printer, Press the MENU (sometime it is the Check Mark button).
2. Scroll down to DIAGNOSTIC, and press the Check Mark button to enter Diagnostic.
2. Scroll down in Diagnostic to the DISABLE CARTRIDGE CHECK function.
3. Open the printer cover and then Press the Check Mark to accept the Disable Cartridge Check function.
4. Shut the printer cover and the printer will go into Checking Printer.
5. When the Ready light comes back on, continue printing.

The printer will stay in the Diagnostic mode until you either Press the Stop button or turn the printer off (power it down). And no this will not hurt your printer, we use this option all the time to check cartridges cores before we remanufacture them.

Why cant' I get the printer cartridge door to shut on my HP printer?
DO NOT TRY TO FORCE THE PRINTER CARTRIDGE DOOR SHUT, as this will probably damage your printer. The most likely cause for this problem is that one of the cartridge drum shutter doors is not opening. This is a common problem with the HP 1600, 2600, 2650 series of printers. To check this, slowly try closing the printer cartridge door while looking inside at the cartridge's. All the cartridge drum shutter doors should start to open as the printer door is closing. If one cartridge drum shutter door is not opening, then remove that toner cartridge from the printer.

If it is a new compatible or OEM toner cartridge then it will have to be returned for a refund or exchange.

If it is a new remanufactured toner cartridge from us, you now have two different options that you can take. First you could just completely remove the cartridge drum shutter (normally you have to just un-hook the two ends that attaches it to the cartridge or call us at 877-899-3500 and ask for our tech Philip and he will walk you through it) and then re-install it into your printer. The cartridge drum shutter is not needed for printing and is on the cartridge only to protect the drum during shipping and handling. As long as the cartridge is a remanufactured cartridge from us, removing the drum shutter from the cartridge will not affect your warranty. You can still return the cartridge for a refund or exchange it does not work properly. The only other option is to return it to us for a refund or exchange.

Why does the print from my HP color printer have streaks or dots of color on each page?
This is the most common complaint that we receive from our customers on HP remanufactured color cartridges. The most common problem is that one of the cartridges is slowly leaking toner out from under the felt end seals that are under the Developer Roller and this toner is transferring to the paper. The felt seals are checked when the cartridge is rebuilt and if they are OK they are not replaced. This does not stop them from going bad after the cartridge has been in use for a while. It is just one of the things that can happen to a HP color cartridge since remanufactured HP color cartridges cannot be print tested after they are rebuilt. The customer is the first to discover any overlooked errors in the rebuild process. Even compatible and OEM cartridges suffer from these types of problems, just not as much since they have all new parts. This is why they are more expensive. But before you send all four color cartridges back please try to pin point which cartridge is leaking. If you see Black streaks or dots then you can be assured that only the Black cartridge is leaking. If you see Cyan streaks or dots then it is the Cyan cartridge, and so on. Either way you can return the cartridge(s) for a refund or exchange.

Why when I install my new HP color cartridges I get a 10.x0.0x error?
Any HP color printer error code that starts with a 10.xx.0x is a cartridge chip read error. For example, on the HP 1500 and 2500 series printers, if you get a 10.10.00 or 10.00.00 error code it means that it cannot read the Black cartridge chip. On the HP 4600 and 5500 series printers you would get a 10.10.00 or 10.30.00 error code for the Black cartridge chip. We replace the cartridge chip on ALL our HP color cartridges with new chips, but even new chips are known to fail sometimes.  Here is now to determine which cartridge has the bad chip. If the last two numbers are 00 (example 10.x0.00) then it is the Black cartridge. If the last two numbers are 01 (example 10.x0.01) then it is the Cyan cartridge. If the last two numbers are 02 (example 10.x0.02) then it is the Magenta cartridge. And if the last two numbers are 03 (example 10.x0.03) then it is the Yellow cartridge. Using this information you will know which cartridge you have to return for either a refund or exchange. If it is a remanufactured cartridge from us (NOT a compatible or OEM) we could also send you a new chip (at no cost) and you can replace the chip yourself (they are easy to replace). This would save you shipping cost and time. Just call 788-899-3500 and ask for Philip for instructions.

Why are there lines on my HP color printer printouts?
It could be many things but if it is an old printer, the first thing to check is the Transfer Roller Unit and Diffuser Unit. We find that 70% of the time it is one or the other that is causing your lines. You can do this on most printers by running a Supply Status Report. It will tell you how much life is remaining in both. If they are getting down to less than 15%, then they need to be replaced. Also open the printer door and look at the big black plastic roll on the door (this is the Transfer Roller Unit). Inspect it for deep grooves and indentions. If it has many of either then it needs replaced. The other cause for lines on printouts is from dirty Doctor Blades in the cartridges. We normally replace Doctor Blades in ALL of out remanufactured cartridges with new ones, but just like the chips above, we can sometimes get a bad one. If you do not find any thing wrong with either the Transfer Roller Unit or Diffuser Unit, then you will have to return the cartridge(s) for a refund or exchange.

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