My school bought a Bravo II from you about 11 months ago. It worked perfectly for about eight months at which time I needed to replace the colour ink cartridge. My headteacher bought 5 cartridges from you (3x colour and 2x black) in June of this year via his credit card, for expediency. None of the colour carts seem to work properly. Using the cartridge cleaning facility doesn't help – I’ve done this more than a dozen times in total! The colours come out all wrong and there is a severe banding problem. I've updated the printer's firmware to version 1.43. I’m using PT Publisher version 1.0.2.0 and Surething version 5.0.554.0. I’ve tried both Windows XP and Windows Vista operating systems to ensure there was no incompatibility with the software. On updating to the latest version of PT Publisher, I get an ‘Engine incomptibility’ error. Please help!
Hi Alan,
Providing your faulty cartridges have not used more than 50% ink, we can replace them for new ones for you. If you'd like to send them back to us, please complete the RMA form that follows this message.
Regarding the error you are having with PTPublisher, I will need to know the exact error message in order to help you resolve the issue.
I'd suggest you update your printer drivers first - http://www.primera.com/ftp/XPVistaDriver/DriverDPIIv1.03.exe then attempt to update your PTPublisher software, by clicking here: http://www.primera.com/downloads/support/PTPublisher/PTPublisherv1.2.3.exe and then install the PTPublisher Patch by clicking here: http://www.primera.com/downloads/support/PTPublisher/PTPublisherpatch1.2.4.exe
Kind Regards,
David
Customer - 2008-09-20 15:01:21
Thankyou for replying to my support ticket. However, I do not know how to get a hold of your RMA form. You didn't send me one. I assumed you'd email me. However, I've only been able to access your response through your website by clicking on the ticket status option.
Alan Gordon
Tom Bartoszcze - 2008-09-22 09:49:01
RMA form sent
David - 2008-10-03 13:20:44
Hi Alan,
We only just received your RMA request forms - perhaps the original one you sent two weeks ago did not get through our system, sorry about that. Its possible our automated E-mails get recognised by your e-mail system as spam - so its worth checking your junk folder shortly for the authorisation form (incase it does not come through).
I can certainly authorise the unit for repair - but I'm afraid without the order number I will instead need the serial number of the machine. Please provide this and I'll give you a returns number.
Many Thanks,
David
Customer - 2008-10-06 19:27:45
The serial number of the unit is: 2070701534
David - 2008-10-07 10:22:16
Hi Alan,
Version 1.3 of PT Publisher has now been released: http://www.primera.com/downloads/support/PTPublisher/PTPublisher.html
Please try and install this to see if it stops your engine error - if not, you can click this link to update the print px engine: http://www.primera.com/downloads/support/PTPublisher/PxEngineV4.02.62.500.exe
Kind Regards,
David
Jen Holden - 2008-10-14 19:52:12
Hi Alan
We have recieved back your inks - thanks.
I will get 3 replacement inks sent out to you tomorrow - please advise if we can then close this ticket - ie has the PT Publisher issue been resolved?
Kind regards,
Jen Holden
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