Unable to scan, copy and print an image correctly

Overview

This article reviews how to troubleshoot and repair the specific items of the multi-function printer (MFP) that could cause an scanned or copied image to be corrupted. There are several hardware components and connections that, if not deployed properly, could cause this copy or scan quality issue.

This particular defect can appear in several instances, as shown in the images below.

(A) One horizontal black line across the page in a random location across or down the page.

(B) Multiple horizontal black lines may partially appear across the page or at random locations.

(C) & (D) Partial page corruption

The image defect usually starts from across the black line of the page.

The top of the page may look fine and then the rest of the page is corrupted.

Troubleshooting

Refer to the following steps when any of the issues described in the overview section transpire.

Step	Action
1	Insert a universal serial bus (USB) drive in the printer's front panel port and place a colored document with images and text through the automatic document feeder (ADF). If the USB drive port is disabled or should a USB drive be unavailable, then the same test can be performed using Scan to E-mail, or any other scan workflow. Perform a Scan to USB Drive (or Scan to E-mail) and make sure to use the following settings: Two-sided Color originals Scan at least 50 sheets through the ADF. Remove the USB drive out and insert it into a computer. If the port is disabled or not working, then check the images that were sent to the email. View every page of the file and look for images which are affected by the defect found in the overview section. .The issue can be intermittent, so this procedure may need to be repeated three or four times. If there are scan quality issues found after performing the scanner test, take note that the issue is 'scanner' related then proceed to Step 3.
2	If there are No scan quality issues are found after performing the scanner test, then proceed with the printer test. Set up the copy workflow the same as above, making sure that the settings are for two-sided originals, color, and two-sided/duplex output in the copy workflow. Using the same colored document in Step 1, make a copy of at least 50 or more pages so that the scanner and the printer are both operating at the same time. Check the printed images for any print quality issue. Should the issue appear, it would normally occur only on one side of every other page printed. This procedure needs to be repeated three or four times. Should the issue appear during the test, take note that the issue is 'printer' related then proceed to Step 3.
3	If the cause of the image defect is determined, please refer to the Contacting Lexmark section of this article for additional assistance and make sure to note whether the issue is 'Scanner' or 'Printer' related.

Step

Action

Insert a universal serial bus (USB) drive in the printer's front panel port and place a colored document with images and text through the automatic document feeder (ADF).

If the USB drive port is disabled or should a USB drive be unavailable, then the same test can be performed using Scan to E-mail, or any other scan workflow.

Perform a Scan to USB Drive (or Scan to E-mail) and make sure to use the following settings:

Scan at least 50 sheets through the ADF. Remove the USB drive out and insert it into a computer. If the port is disabled or not working, then check the images that were sent to the email.

View every page of the file and look for images which are affected by the defect found in the overview section. .The issue can be intermittent, so this procedure may need to be repeated three or four times.

If there are scan quality issues found after performing the scanner test, take note that the issue is 'scanner' related then proceed to Step 3.

If there are No scan quality issues are found after performing the scanner test, then proceed with the printer test.

Set up the copy workflow the same as above, making sure that the settings are for two-sided originals, color, and two-sided/duplex output in the copy workflow.

Using the same colored document in Step 1, make a copy of at least 50 or more pages so that the scanner and the printer are both operating at the same time.

Check the printed images for any print quality issue. Should the issue appear, it would normally occur only on one side of every other page printed.

This procedure needs to be repeated three or four times.

Should the issue appear during the test, take note that the issue is 'printer' related then proceed to Step 3.

If the cause of the image defect is determined, please refer to the Contacting Lexmark section of this article for additional assistance and make sure to note whether the issue is 'Scanner' or 'Printer' related.

Sercvice action

Printer troubleshooting and repair

The following procedures are for troubleshooting the print quality defect after performing a duplex copy through the printer.

The grounding plate is checked as to whether it functioning properly and if it is not missing.

Step	Action
1	Open the front door of the printer (Door A).
2	Remove the waste toner bottle (WTB) by actuating the two green rotating handles.
3	Open the developer access door and check the lower left-hand side of the opening.
4	Make sure that the grounding plate (A) is in place and that the brushes are touching the two shaft ends, as shown in the image below.
5	If the part is missing or damaged, replace the Grounding Plate.

Scanner troubleshooting and repair

The following procedures are for checking several locations of the screws and ground wires that may be loose, or may not have been completely replaced in previous service calls.

Step	Action
1	Open the ADF top door and remove the pick roller cover.
2	Check the black wire with a terminal (A) (located under a screw contacting a metal plate) near the pick mechanism drive belt. Move the black wire back and forth to make sure the metal terminal is touching the metal plate. Take a multimeter and measure the resistance from the ADF frame's metal plate to make sure it has low resistance, while simultaneously moving the wire back and forth.
3	If the connection is good or has low resistance, check the small metal bracket (B) that connects the ADF roller shaft and spring assembly. Open the top door and check to make sure that the bracket is securely in place and has contact on the metal shaft. If the scanner has seen frequent use, there could be a worn spot on the shaft, as seen in the image. This would indicate very good contact.
4	If the connection is good, remove the front and rear ADF covers.
5	Lift up the document feeder tray. There should be two screws with cables (C) on the lift plate (one at each end). Measure the resistance from the ADF frame ground to each screw. If the resistance is low, proceed to the next step.
6	Locate the metal-coated Mylar grounding strips (D) that run from the flatbed up into the ADF. There are two of these strips to be found on the printer (one on each side). Measure the resistance between the strip and main printer frame ground.
7	If there are no loose connections, measure the resistance from the ADF frame to the printer frame. One suggestion would be to measure the resistance between the system card cage and the metal plate of the ADF frame under the ADF document feeder.
8	Should the measurement read a high resistance and no other issues are found, then replace the entire ADF assembly.

LEGACY ID: TE857

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