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Shefin
Shefin, Printer and Office Equip. Specialist
Category: Printers
Satisfied Customers: 5283
Experience:  Working as tech support specialist with a worldwide computer manufacturer.
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We have tried to clean the rollers on the machine, but cannot

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We have tried to clean the rollers on the machine, but cannot get a black line off a scanned page or a copied page. It isn't there when we print from our office software.

Shefin :
Hello! Thank you for your question. I am Shefin and I look forward to helping you with your issue today.
Shefin :
Please let me know when you are ready.
Customer:

OK

Shefin :

Are you using the ADF to scan and copy?

Customer:

Not sure what that is. We just use the machine's functions.

Shefin :

ADF means automatic document feeder.

Customer:

Yes, we do use that.

Shefin :

You are not using the platen (scanner glass) to copy. Right?

Customer:

correct

Shefin :

If you use, platen, it will work fine.

Customer:

Actually, I think we used the scanner glass once and the line wasn't there.

Shefin :

The issue is, there is small spot or dust on the scanner glass.

Shefin :

When you use the ADF, it will come as a line, becuase the paper moves through the scanner glass, and where it meet the spot, it will come dark.

Customer:

We have tried to clean the glass and the rollers. Any idea what we need to use. Could it be under the glass where we can't get to?

Shefin :

So, it comes out as a line.

Customer:

Yes. All the way down the page

Shefin :

Please use cotton swabs and water, then thoroughly clean the glass.

Shefin :

Check for a small spot or dust particles.

Customer:

Just plain water?

Shefin :

Yes.

Customer:

OK We'll try that. thanks.

Shefin :

Please try it now and let me know the result.

Customer:

cleaning it now

Shefin :

Okay.

Customer:

The line is fainter now. Seems to be in a different place

Shefin :

Please clean it once again.

Customer:

Okay that line is gone and there is another one but I think it's a speck from the cotton. When one disappears another is there in a different place

Shefin :

Please wipe the glass with soft cloth and try again.

Customer:

Ugh. Now it's darker again.

Shefin :

In another place?

Customer:

wiped again. Line is fainter but down the middle

Shefin :

Please check for a spot or dust on the glass.

Customer:

Line originally down the middle, then moved a little, now it's back in the middle

Shefin :

Please check for a spot or dust on the glass.

Customer:

Now it's moved again. but it's all the way down the page. Using a flashlight now to look

Shefin :

Clean the feeder's scanning area and rollers.

Shefin :

Open the feeder cover.

Shefin :

Clean the rollers (A) inside the feeder with a well wrung out cloth dampened with water and wipe them with a soft, dry cloth.

Customer:

Line is much fainter

Customer:

But still there to a degree

Shefin :

Have you tried to clean the feeder?

Customer:

cleaning now

Shefin :

Okay.

Customer:

still faint and in the same place. It's hard to clean in the ridges around the rollers

Shefin :

Have you checked the scanner glass for dust or spots?

Customer:

rubbed the glass again. Line is still there but faint.

Shefin :

I think there is a spot on the glass, however it cannot be cleaned.\

Customer:

If it's fainter then something helped

Shefin :

I am glad to hear that!

Customer:

do you think it could be a defect in the glass?

Shefin :

I do not think so, however something like that.

Customer:

OK We'll clean a couple more times and get a microfiber cloth

Shefin :

Okay.

Customer:

Thanks so much

Shefin :

You are most welcome!

Shefin :
I request you click the EXCELLENT smiley face if you are happy with the response.
Shefin :

My goal is to provide you with excellent service – if you feel you have gotten anything less, please reply back, I am happy to address follow-up questions. Thank you for your business!

Shefin and 2 other Printers Specialists are ready to help you