Bought original Xerox toner, but it doesn't work – why?
The specialist retailer is usually only contacted when the damage has already been done.
Without detailed knowledge of Xerox toners, you run the risk of ordering the wrong toner. Or you might order correctly, but receive the wrong toner. And you might not even realize this immediately. Mind you: most dealers do not have the necessary detailed knowledge of Xerox. The special properties of Xerox toners described below are often completely unknown. In case of doubt, that costs you money twice over!
1. Xerox toner with different chips
Xerox delivers identically constructed toner cartridges with different article numbers across various continents. However, I am not considering the additional article numbers from the USA and Asia that exist on the global market here, as these practically do not occur in Germany.
If you receive toner in the course of an ongoing Xerox full-service maintenance contract in Germany (metered toner), these toners have additional differing part numbers. All of these toners are identical in construction, but are equipped with DIFFERENT chips. When inserted into the toner slot, the printer/MFP reads the toner's chip. If any detail regarding origin and/or contract type does not match, it will be rejected. This affects all toners of all colors, meaning that in a CMYK printing system, every single one of the four toners is read.
Example: The black toner for the Xerox WorkCentre 7830 is supplied under an existing maintenance contract with item no. 006R01509, as Western Europe purchase toner with 006R01513, and as Eastern Europe/Africa toner with 006R01517 – Only one of these toners will work in your printer!
2. Message: “Please insert the correct toner cartridge”
Annoying, because you just installed a new toner cartridge that you may have bought online somewhere. And the outer packaging even has the correct printer model name on it. What it means is: “Please insert the toner cartridge with the chip that matches your printing system and contract status.” The installed toner does not match the machine configuration and is therefore rejected. Possible causes of the error are:
Your printer/MFP is a purchased device without a maintenance contract, and the purchased toner is only suitable for maintenance devices. These so-called “metered toners” are frequently offered cheaply on the internet, but are not officially commercial goods. Only customers with an ACTIVE maintenance contract receive these toners – and they only work on these devices – by the way, you receive these exclusively directly from Xerox and free of charge, as they are included in the contract.
Your printer/MFP is configured for “Western Europe”, the toner chip is an “Eastern European”.
The maintenance contract has expired, and the maintenance toner previously used stops working after a certain period. This is not a malfunction, but intentional by Xerox.
You bought the machine here in Germany, but it originally comes from e.g. Africa or Eastern Europe and is configured accordingly.
The device comes from an auction; origin and configuration are unknown.
3. How do you solve the problem?
Depending on your individual case, you can reactivate the printer yourself or you will need the help of a Xerox authorized dealer.
Germany After the expiration of your maintenance contract, the corresponding Western Europe purchased toner will ALWAYS be accepted by the printing system. From this moment on, future use of your previously used maintenance toner is generally NOT more possible (depending on the printer model). From now on, you simply order the matching purchased toner.
💬 Roman Hanisch advises:
„If applicable, you may additionally need a PIN for activation, which must be entered into the printer's admin menu. This PIN and corresponding assistance are ONLY available from an authorized Xerox partner; this service is subject to a fee. After entering the PIN, the use of all maintenance toner is NO LONGER possible (all printer models).“
Roman Hanisch
📞 02871-21801-16
r.hanisch@xteam-bocholt.de
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Roman Hanisch
is at xteam-shop.com not only responsible for supplies and digital printing papers – he also knows the strengths and weaknesses of various Xerox models inside and out.
„Many companies only look at toner prices,“ he says. „But what's bought cheaply is often bought twice, and you also waste time – and your nerves. I've had hundreds of customer conversations on this topic over the last 20 years.“
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