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My Pages Diagnostic Tool

Document ID:SO7397

Usergroup :External
07/18/13 Properties  


My Pages installation; Initial Configuration; Update credit card information; CC info registration; Account number is missing; Cannot print or copy; Page bundle; Per page printing; Network Error message; My Pages App moved to last screen; My Pages app or EWS page is missing; Can't access dealer EWS page; Application cannot communicate with Lexmark; Communication errors; Registration failed; Order failed; Cannot communicate with server; Change frequency of low pages notification; Increase the page balance amount; Turn off; Lower; Got billed but no pages; Extensive pages used for troubleshooting; New Cartridge Shipment Inquiry; Email confirmation received; No Email confirmation received; Maintenance Kit Exhausted; Service call wiped out app and settings; Photoconductor or imaging kit is reported bad; Mechanical Replacement; Mech Rep; Missing bezel; Broken bezel; Virtual Solutions Center; VSC app; Page count; Pages left; Pages remaining; One page is counted as four; Counted as 4 or more; Double count; Decreased number of remaining pages; Pages are reduced quickly; Diminish rapidly; More pages are deducted; No more remaining pages; Not printing or copying; Order more pages manually; Page bundle is 0; Zero pages left; Operator panel warning signs; Supplies symbols; Supplies Warning Indicator on Control Panel;


Article Contents

Jump to topic of interest below:


What is My Pages?

My Pages
lets you manage cash flow by purchasing pages instead of toner cartridges.

NOTE: When the printer reaches a low toner level, the new cartridges are then shipped automatically. This lets you print continuously without having to identify the correct part numbers when buying cartridges. 


Supported Printers

  • CX410
  • MX410
  • MS610 


General Inquiries

What to do
How to Order Pages

The app can be configured to automatically order pages when the number of pages remaining reaches the specified threshold or manually order pages from the printer control panel at any time. You can choose to order one of the following page bundles:

  • 8000 pages
  • 3500 pages
  • 1600 pages
  • 500 pages
  • 200 pages
How to Update Credit Card Information
Contact Priority Fulfillment Services (PFS) Web at  1-800-539-6275 (1800-Lexmark). Select option 3, and then option 1 for assistance.
Customer or Dealer called to say the Virtual Solutions Center (VSC) is down

Contact Lexmark Technical Support to verify if VSC is down.

Note: The My Pages app cannot be installed without VSC since the Cartridge Compatibility requires a license and is tied to the device.

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Installation and Communication Failure 

Issue Cause What to do

"Registration Failed." message when registering the My Pages App.

Incorrect entry of reseller ID (MDM Account Number) by on-site installer

Contact Lexmark Technical Support.
My Pages app cannot communicate with Lexmark (e.g. a network error has occurred) Network connectivity issues
  1. Make sure the printer is connected to the network.
  2. Verify a secure network cable connection to the printer and verify proper network configuration settings.
  3. For more information on how to connect the printer to the network, see the printer User's Guide.
Other communication errors (e.g. registration has failed, order has failed, cannot communicate with server) Not identified Contact Lexmark Technical Support.

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Page Count

What to do

Page Balance is decreasing by 4 or more
Click here for an article on how printed pages are counted.

Control Panel Displays "Page Account empty" Error Message
Click here for an article.

Change the notification frequency for "Low Pages"

Note: User wants to turn off, lower or increase the page balance amount when he/she receives an e-mail.

This feature is functioning as designed.

Those who order "manually" are reminded at 100 pages via e-mail. This default setting cannot be changed.

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Supplies 'Consumables'

What to do
Inquiry about new cartridge (E-mail confirmation received)
Contact Priority Fulfillment Services (PFS) Web at  1-800-539-6275 (1800-Lexmark). Select option 3, and then option 1 for assistance.
Inquiry about new cartridge shipment  (No e-mail confirmation received)
Lexmark Technical Support and allow investigation within 24 hours.

Supplies Warning message on Control Panel
Click here for an article.

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Hardware-related Issues

What to do
Photoconductor or Imaging Kit is reported bad or defective

Contact Lexmark Technical Support.

Note: Please gather the printer's exact error message.

Photoconductor or Imaging Kit is low or reached end- of-life
Contact Priority Fulfillment Services (PFS) Web at  1-800-539-6275 (1800-Lexmark). Select option 3, and then option 1 for assistance.
Maintenance kit exhausted or reporting that Maintenance kit reached end-of-life

Contact Lexmark Technical Support.

Note: There will be no alert via the app. Please gather the printer's exact error message.

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Still need help?

If you require additional assistance, please close this window, go to your product's support page and locate  Get In Touch with Lexmark! for contact information. NOTE: In order to expedite the support process, please be prepared to provide information regarding your issue, e.g., name and version of solution, problem description, and affected printer models.

Additional information may be requested by the support agent.


Please enter the email address you would like to send a copy of this page to.