Question about Dell 5100cn Laser Printer
Hi I have a dell 5100cn that has a 009-363 error code and ask you to restart the machine but nothing happens. Can you help and do you have a service manual for this machine?
There is no real solution to this problem that I've been able to find. And I myself have not been able to find anyone that has the service manual for this color printer.
Here is what happened with my printer. I normally use this one company for compatible toner cartridges for our office printers. I've never had any issues with their HP, Brother, Canon Phaser or Dell laser products - EVER. When I went to re-order my Dell 5100cn toners again from them - ordered 2 black and 1 each cyan, magenta and color - none of the toners worked right. When they were installed, the machine produced that 009-363 restart printer message.
Now this company has ALWAYS taken care of me. We thought maybe the chips in the toners were outdated or something compared the the recent firmware update my printer had recently had. So they shipped out a complete new order for me. But the second set of toners did the same thing. So they sent one of their Dell Certified technicians to the office - we are on a cleaning plan with them so he just looked at the Dell printer while he was there doing the other work. He could not find anything physically wrong with the first or second set of toners, but yet they would not work in my printer. He even tried going through the menu options to select "allow non-Dell toners" too - thinking that maybe the printer just wasn't liking the Dell compatibles. I never had to do this before with their Dell compatibles, but it was worth a try. But even when selecting that, the printer still produced the 009-363 restart printer message. He took the toners back with him, and left me with a set of Genuine Dell toners - just to get me through what was happening so I wasn't down a printer.
The company called me and said when the technician returned with the compatible Dell toners they'd shipped me, they installed them in their test Dell 5100cn printer and they worked fine! So it was appearing that the problem might have been my machine or something.
I searched online everywhere, and the supply company I used also spoke with Dell tech support on my behalf - but got no where with Dell as usual - their Tech Support is totally useless!
About a month goes by, and my supply company says that they received a new shipment of Dell chips that have a newer firmware than even what my printer has, and that they'd like to send their technician out again to test them out in our machine. The tech came by, installed all of the toners - and they worked!
So it definitely was something to do with the firmware that was on my printer versus the firmware that was on the chips in their toners. My printer for some reason did not like that "lot" of toners they had made using those chips. And when they produced their next lot with the new firmware chips, the printer accepted everything ok.
Since then I've used their Dell compatibles with no issues. I think it was just a fluky thing as it hasn't happened since. Overall I think you just need to find a company like mine that continuously produces new toner cartridges using new Dell chips in their toners. Once in a while you might get a fluky one like we did, but my company definitely took care of us. Just try to find a company that has a good cartridge - you don't have to keep buying the expensive Dell brand - especially when they don't even know what the problem is caused by either.
Posted on Oct 02, 2008
I just had a similar problem, my printer was displaying error code 009-362 after replacing all the color cartridges (the printer was calling for new cartridges). It turned out to be a defective magenta replacement (Dell) cartridge. Dell is replacing it under warranty.
Hope this helps
Posted on Oct 02, 2008
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