Missing colors have been reported on the above printer models.

Printers diagnosed with the missing color are caused by the upper cartridge guide assembly being pulled out slightly from the front of the printer. When this occurs, grounding springs do not line up with toner cartridge. Typically, this is most visible at the center protrusion of the guide, between the magenta and cyan cartridges. It usually will affect the operation of the front door, not allowing it to close flush to the frame.

The accompanying photo shows grounding springs to the copper contact on the toner cartridge.

This issue may be addressed by snapping the guide back into position. In order to do this, it may be necessary to remove screws and use a small flat-blade screwdriver and firmly press to lock the guide to the sheet metal frame.