Repeating spots or horizontal lines check

Issue description

Spots of toner or horizontal lines are seen on every printed page, repeating at a 97mm (3.8 inches) frequency.

Possible cause

This defect is most likely due to a damaged Imaging Unit. Multiple components in the imaging unit can product a frequency based repeating failure. For example, the photoconductor drum found in the imaging unit can be damaged due to improper handling when contacting a hard surface, Electrostatic discharge (ESD), or extended exposure to light.

Warning—Potential Damage:  Do not touch the photoconductor drum or expose it to direct light for more than ten minutes!

Solution

Using the operator panel buttons, proceed to the Help Menu on the device. In the Help Menu, there should be an option to Print Defects Guide, which will print out a document that has a distance gauge that can be used to identify the offending component system in the printer. In many of the cases, to resolve the issue, replacement of the imaging unit will be necessary.

Service action

1. Ask the customer to send a sample printout via fax or email.



2. Identify the cause of the issue using the Print Defects Guide from the Help Menu.

   To do this, navigate to: Menu Button > Help >Print Defects Guide. Click here to see a sample.



3. 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 fuser repeating defect distance is 94.25mm ‑ 95.2mm (3.71" ‑ 3.75").



4. Check the Supply Level of the Imaging 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 Imaging Unit as it may already be worn out.
   • If the Supply level is still sufficient, proceed with the next step.


5. Check whether the customer has a different Imaging Unit in order to try swapping it with the original as a test.

   • If the defect clears when using a different Imaging Unit, this replacement test would prove the original is defective.
   • If the customer does not have a replacement unit to try this with, however, send a replacement Imaging Unit as the original one might be defective.
   • MS/MX31x/41x/51x/61x – 50F0Z00 – WW Return MS/MX31x/41x/51x/61x Imaging Unit
   • MS/MX71x/81x - 52D0Z00 – WW Return MS/MX71x/81x Imaging Unit


6. If the defect persists even after replacing the Imaging Unit, replace the Fuser.

   Note:  Do NOT send out a fuser unless a replacement Imaging Unit did not resolve the issue

   • Fuser – Pick an appropriate fuser based on media size and electrical requirements for the region.


7. Should there be additional concerns or questions, contact the next level of support for further diagnosis.