Ask the customer to send a sample printout via fax or e‑mail.
Identify the cause of the issue using the Print Defects Guide from the Help Menu. To do this, navigate to: Menus button > Help > Print Defects Guide .
Measure the defect's interval. Refer to the sample printouts in the customer-level section of this document to see how the measurement was done.
Note: The Charge Rollrepeating defect distance is 30mm (1.18 inch).
Check the Supply Level of the Photoconductor Unit by printing Device Statistics. To do this, navigate to: Menu button > Reports > Device Statistics.
If the Supply level is low, tell the customer to purchase a replacement Photoconductor Unit as it may already be worn out.
If the Supply level is still sufficient, proceed with the next step.
Check whether the customer has a different Photoconductor Unit in order to try swapping it with the original as a test, since if the defect clears when using a different Photoconductor Unit that would prove the original is defective. Should the customer not have a replacement unit to try this test with, however, send a replacement Photoconductor Unit as the original one might be defective.
If the defect persists even after replacing the Photoconductor Unit, escalate the call to your next level of support.