Toner replacement for FamilySearch center printers

Article Id: 6320
September 27, 2023

Important Notes

  • In North America, please leave printers on at all times so that Lexmark can monitor the needs of the printers.
  • The automatic replacement of cartridges is available only to FamilySearch centers in North America. In other areas, centers purchase toner from a local or online supplier.
  • A maintenance kit is different from a photoconductor. Lexmark no longer uses the term “photoconductor” (or pc kit). The current term is “imaging units.” Local staff can replace imaging units or toner. Only Lexmark technicians can replace the maintenance kit. The printer tells the center exactly what service it needs. The maintenance kits last much longer than a toner or imaging unit. Most centers never print enough to actually require a maintenance kit. Assuming the printer is registered and everything works on Lexmark’s side, the order for a maintenance kit is automatic. Lexmark contacts the center to schedule the replacement. The center does not need to call in.
  • Maintenance kits (including fuser assemblies) do not come automatically. Please contact FamilySearch Support for maintenance kits. Support calls Lexmark Support to have a technician install the maintenance kit. Stakes are not charged for this service, since it is part of the original cost of the device.

Automatic Toner Replacement—North America

For Lexmark multi-function printers in the United States and Canada, Staples automatically sends replacement printer cartridges if the printer is properly configured. If the printer is out of toner and a replacement cartridge has not been received, contact FamilySearch Support.

The stake temple and family history consultant—FamilySearch center must register the printer. After the printer is registered, toner orders are automatic.

A sophisticated algorithm determines how quickly toner runs out and places an order before the toner is gone. The printer could say that the toner is low for many months, depending on how many pages patrons print.

Photo-conductor cartridges or waste toner bottles (color printers only) also come automatically from Staples as needed. If for any reason the IP address changes for the printer, contact FamilySearch Support with the new IP address.

Staples ships materials from a warehouse to the home address of the center consultant by UPS or OnTrac. The name on the address label is usually the name of someone from Lexmark. Please disregard the incorrect name. If you receive a shipment, it is for your FamilySearch center. Materials arrive within 3 days of shipment.

We do not recommend that centers or stakes purchase toner from outside sources. The Lexmark toner that FamilySearch purchases is extra high yield and provides more prints from each cartridge. The overall cost to centers is less than cartridges from other sources. Also, the cartridges must be Lexmark brand to maintain the 5-year warranty with Lexmark.

Outside North America

Outside of the US and Canada, the stake technology specialist or center staff are responsible for acquiring toner for all other printers and copiers.

Troubleshooting

Use the steps to troubleshoot common situations:

  • Printer is nearly out of toner (ink).
  • Printer needs a new waste toner bottle for a color printer.
  • Printer needs a fuser or a transfer module.
  • Printer needs a maintenance kit.

Steps—Check IP Address

  1. From the FamilySearch center profile database, find the center. 
  2. To see details for the center, click Show.
  3. Click to open Printers in the Equipment and Technology box. 
  4. Note the IP address for the printer for which you need information. If the IP address does not begin with 192. or if the last 2 digits are not between 1 and 16, we need technical assistance. Help the center post in the appropriate area in Community. Technicians in Community can help configure the printer.
  5. Use remote control software to connect to a center computer.
  6. Have the caller open Chrome or Firefox and enter the IP address in the address bar. If you see information about the printer, the printer is registered. If you do not see information, help the center post in the appropriate area in Community.
  7. While in the remote control software, you can see the toner level for the printer. If it is above 2 percent, ask the center to wait a little longer. If the toner level is below 2 percent, help the center post for assistance in Community.

Update Center Information

If the FamilySearch center needs to update the shipping address for the center consultant, submit a FSC changes form using an Escalation Submission Form.

Verification and Escalation

  1. Verify that the printer is registered (use the director information section of this article).
  2. Verify the printer model.
  3. Verify the toner level.
  4. Verify that the center leaves the printer on at all times.
  5. Let the center know you will send information to the appropriate group. Someone will be in touch to assist.
  6. Fill out and submit an Escalation Submission Form. Be sure to include the center name and unit number and full information about the printer from steps 1–4.

Paying for toner for Lexmark printers in North America
Determining toner level for a Lexmark printer
FamilySearch center in North America receives the wrong printer toner
Lexmark printer registration
FamilySearch Center Operations Guide 2023
Using the FamilySearch changes form
Using the FamilySearch Center Profile Database

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