Technical Support

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1. After the cartridge is inserted into the printer, why does the printer not recognise the cartridge?

-Take the cartridge out and reinstall it again. Use a dry cloth or paper tissue to clean the chip and reinstall it.

2. Sometimes when a OEM cartridge is installed, a warning prompt states that "Non-genuine cartridge is installed, continue?" why does this happen?

-Warning prompt is set by the printer manufacturer.

-Click YES to continue printing.

-There is no impact on printer and printing quality.

3. When a new cartridge is inserted, the printer sometimes states the new cartridges to be half full. Why does it happen?

It is virtually impossible for you to receive an empty cartridge! It is possible that your cartridge is not properly seated – “Drop” the cartridge into the holder and slightly wiggle the cartridge a few time to ensure correct seating. Then lock the cartridge in place.

Please understand that your printer does not “READ” the ink level of the cartridge in any way. The printer software measures the level of the ink by remembering the number of pages that have been printed since the last cartridge was installed, and then ESTIMATES how much ink is left and when the cartridge should be replaced. If you change the cartridge without letting the printer driver reset it will still think you are using the old cartridge. Install the cartridge again using the “install new cartridge” option. This may be on your printer or through your printer utilities, or both. Please refer to your printer manual for instructions. This will tell your printer software that you have installed a new cartridge and force it to reset the internal page counter.

Does the printer itself say it's out of ink (blinking light), or does a printer related message box come up on your monitor saying it’s empty?

If a light on your printer is blinking (saying 'out of ink'), make sure the contact points on the cartridge are completely clean (see section above). If it's a printer control program or message box that's telling you it's out, the issue is probably that the printer control software hasn't been reset or told a new cartridge was installed.

4. Nothing prints out or color absence exists when new cartridge(s) are installed. Why does it happen?

Store cartridges in an upright position BEFORE USAGE.

The ink in the cartridge must move to the bottom of the cartridge and pass through a sponge to start working. During shipping cartridges do not stay in an upright position causing the ink to collect at the opposite end of the cartridge. For best results place the cartridge in an upright position for several hours before usage.

After installing a new cartridge, you should run the print head cleaning utility.

This keeps the nozzles clean and ensures optimal print quality. Please refer to your printer manual for instructions. Make sure to remove all adhesives and tapes to expose air holes from the cartridge (if applicable).

Do not leave empty cartridges in your printer.

If so your print head may be clogged. Remember the print head is in the printer, so if your cartridge has been stored upright, the chances are that your print head is clogged or partially clogged. Perform a cleaning cycle through your printer utilities option (on your computer) and follow the instructions to print a test page. If you are not sure how to do this please consult your printer owner’s manual or refer to the manufacturer’s web site for instructions.

You may have to repeat this process several times. As a last resort if this fails to solve the problem, replace the cartridge with a new one. If the problem persists then most likely your print head is clogged – in the printer, NOT in the cartridge. The only way to clear this is to keep performing the cleaning cycles.

Handle your cartridges with care.

DO NOT squeeze or apply pressure to the cartridge when removing the tape or plastic cover. This may cause the cartridge to leak. If the cartridge contains a chip, remove the cover carefully without touching the chip. Touching the chip may cause the cartridge to fail.

5. Vertical lines are not aligned or vertical banding appears. How do I align the print head on my printer?

- First make sure you are using the most current version of the printer driver.

- Most printers will have a utility function which will give you an option to align the printer head. Follow the instructions on the screen.

- Make sure to use the printer's power switch to turn off the printer, otherwise the settings will not be saved.

- If you have already tried to align the print head and did not have any success, try turning high speed off in the printer driver settings.

6. Only garbled text is printing. Why?

- The interface cable may not be securely connected. Turn off the printer and computer. Disconnect and reconnect the cable on both the printer and computer.

- Make sure the printer is directly connected to the computer and not through a pass through device such as a switchbox. Make sure the printer cable is fully-shielded and meets the printer's specifications (a fully shielded IEEE-1284.4, D4 mode, compliant parallel cable is recommended with a length of 6 feet or less if you are using a PC).

- If you are only experiencing the issue when trying to print from Windows, make sure you are using the correct driver. Select your default printer driver. Check for and delete any stalled print jobs.

7. When I print a sheet, the colours do not exactly match the ones displayed on my screen.

- Differing monitor drivers will produce slightly different colours and therefore the colours displayed on your screen will always be slightly different than the ones that your printer prints.

- You could try to match them but each program uses a slightly different driver and therefore each colour scheme is slightly different.

8. Instruction for replacing with Canon 40, 41

1. Choose the needed cartridge. When replacing one cartridge, another one must be in the printer. e.g. If you're replacing the black one(#50/#40), the color one(#51/#41) must be in the printer.

2. After installing the new one, you must perform printing head alignment.

3. If the lights on the printer blink red and yellow, and an error message pops up, like ' The cartridge has been used, detecting ink level function cannot perform'. Please ignore the message and press the 'reset' or 'start' button. If replacing one cartridge, press the button once. If replacing both, press the button twice.