32.52 replace unsupported cartridge error prompts after installing a brand‑new genuine toner cartridge
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32.52 replace unsupported cartridge error prompts after installing a brand‑new genuine toner cartridge

32.52 'Replace Unsupported Cartridge' Error Displays with Installation of a Brand-New Genuine Lexmark Toner on a Lexmark CS310, CS410, CS510, CX310, CX410, and CX510

Issue description

Upon installation of a brand-new genuine Lexmark toner cartridge, a ‘
32.52 Replace Unsupported Cartridge
’ error message displays on the touch screen's status bar. To clear it or identify a service requirement, follow the steps below.
If you succeed in resolving this issue at any stage during the procedure, you
do not
 need to perform the remaining steps.

Solution

Suggested action
Do the following before updating printer or MFP firmware .
  • If you are using a brand-new genuine Lexmark toner cartridge, install the cartridge properly and completely close the toner access door.
  • Make sure that the toner cartridges are
    not
     damaged or defective.
  • Confirm that the cartridge is an
    original
     Lexmark toner cartridge and that it has
    not
     been refilled or refurbished in any way.
  • Make sure to update the printer’s firmware to the latest version.
Recommended procedures
Update the printer firmware to
E402
 or the
latest
 level.
If the printer is in a "
32.52 Replace Unsupported Cartridge
" error state, you will need to place the printer into an "
Invalid Engine
" mode to allow the firmware update. To do so, power off the printer, then hold the
3
,
4
, and
6
 (E-N-G) keys until the printer boots. An
Invalid Engine Code
 message should display on the control panel.
LEGACY ID:
TE607
Ensure that the customer went through all of the customer-level checks before proceeding with the service. If issue persists after performing the steps mentioned above, try the following suggestions below.

Service action

When receiving a call from a
Service Technician
 or an end-user regarding this issue, first verify that the customer has a
genuine Lexmark toner
 cartridge by checking the supplies part number.
In order to prevent the
32.52 error
from happening again, please ask the customer to update their firmware to
E402
 or the
latest
 level.
  • If the customer is using a genuine Lexmark cartridge and is locked out of the printer, the said supplies can be used in another machine if the customer has more than one
    Lexmark CS/CXx10
     device.
  • Make sure code is updated to
    E402
     or later before swapping cartridges, because the cover popping open could lock out yet another cartridge. Please note that the code update will
    not “unlock”
     the cartridge. It will still be locked out of the original machine.
  • If the customer does
    not
     have another machine to swap cartridges with, please send the customer a new cartridge of the corresponding color to replace the cartridge that is displaying the “
    unsupported cartridge
    ” error.
Should there be additional concerns or questions, contact the
next level of support
 for further diagnosis.

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