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Coping and printing are imaging. Canon MG3500 Series

Customer Question

Coping and printing are doubled imaging. Canon MG3500 Series
Submitted: 9 months ago.
Category: Printers
Expert:  Jennifer French replied 9 months ago.

Hello! My name is ***** ***** I will be the expert assisting you with your printer issue today.

You state that your copying and printing are producing double images. Do you recall anything happening before this started, such as computer updates or even a power surge perhaps?

Customer: replied 9 months ago.
No
Expert:  Jennifer French replied 9 months ago.

Sometimes, if there is too much static in the machine, it can cause issues like this. Go ahead and turn the printer off. Unplug it from power and your computer completely. Hold the power button down for about 10 seconds and let the machine sit for about 5 minutes. This will clear out the static in the machine and will also clear out the any memory cache, as well. After the 5 minutes is up, plug everything back in and turn the printer back on and try to copy and print to see if one or both functions are working properly. If they are not, please reply back and let me know so we can proceed to the next step.

Customer: replied 9 months ago.
Not working
Expert:  Jennifer French replied 9 months ago.

By double imaging, are you speaking of something similar to double exposure?

Customer: replied 9 months ago.
It looks like every 3 or four lines of type is jagged . The words are cut in half . The entire word is there but it's cut in half and doesn't line up with the word. I hope that makes sense....
Expert:  Jennifer French replied 9 months ago.

Thank you! That helps me out quite a bit actually!

Customer: replied 9 months ago.
there is a long streak or smudge running from top to bottom in the center of the page
Expert:  Jennifer French replied 9 months ago.

Do you have the Canon IJ Printer Utility on your computer?

Expert:  Jennifer French replied 9 months ago.

If you don't, that's fine. We are going to perform a full maintenance on this printer.

Expert:  Jennifer French replied 9 months ago.

First we are going to do a nozzle check. Follow these instructions and let me know when you are done.

  1. Make sure that the power is turned on.

  1. Load a sheet of A4 or Letter-sized plain paper in the front tray.

  1. Open the output tray extension, open the paper output tray, then extend the paper output support.

  1. Hold down the Stop button until the Alarm lamp flashes orange once, then release it immediately.

It should print out a test sheet. Let me know when it prints.

Expert:  Jennifer French replied 9 months ago.

Note, this may print out a lot of sheets, as well. Don't be alarmed. It is just doing some purging.

Expert:  Jennifer French replied 9 months ago.

Did it print out?

Customer: replied 9 months ago.
Collored bars
Expert:  Jennifer French replied 9 months ago.

Still smudging?

Customer: replied 9 months ago.
It looks good. Should I try copying ?
Expert:  Jennifer French replied 9 months ago.

Yes, go ahead and try copying.

Expert:  Jennifer French replied 9 months ago.

If there is no text on the nozzle check, I would try to print something with text as well.

Expert:  Jennifer French replied 9 months ago.

What was the result?

Customer: replied 9 months ago.
Same problem
Expert:  Jennifer French replied 9 months ago.

Let's try cleaning the print head.

  1. Make sure that the power is turned on.

  1. Hold down the Stop button until the Alarm lamp flashes orange twice, then release it immediately.

The machine starts cleaning the print head.

The cleaning will be complete when the ON lamp lights green after flashing.

Do not perform any other operations until the machine completes the cleaning of the print head. This takes about 1 to 2 minutes.

Try printing a test page to see if it is better after this. If it is not better, clean the printhead one more time.

Let me know if this doesn't help, and we will proceed to the next step in the cleaning process.

Customer: replied 9 months ago.
Are you still there
Expert:  Jennifer French replied 9 months ago.

Yes, I was just waiting for your reply.

Expert:  Jennifer French replied 9 months ago.

I am assuming that didn't work.

We are going to do a deep printhead cleaning.

The process is similar.

  1. Make sure that the power is turned on.

  1. Hold down the Stop button until the Alarm lamp flashes orange three times, then release it immediately.

The machine starts cleaning the print head deeply.

The cleaning will be complete when the ON lamp lights green after flashing.

Do not perform any other operations until the machine completes the deep cleaning of the print head.This takes about 1 to 2 minutes.

Let me know if it gets any better.

Customer: replied 9 months ago.
Nope. Same problem
Expert:  Jennifer French replied 9 months ago.

Is it still printing half of the letters and such?

Customer: replied 9 months ago.
No change
Expert:  Jennifer French replied 9 months ago.

Let's try aligning the print head. I am going to send you the website that instructs how to do that.

If that doesn't work, then the drivers for the printer may need to be reinstalled. Let's try this first.

Here is the link:

http://ugp01.c-ij.com/ij/webmanual/Manual/W/MG3500%20series/EN/BG/bg-maintenance1600.html

Customer: replied 9 months ago.
That didn't work either. If all fails do I get my money back?
Expert:  Jennifer French replied 9 months ago.

After thinking about it, it wouldn't be the driver. It would have to be something within the printer itself causing this. I am at a standstill of what to do next, as one of these should have corrected the problem.

Here is what we can do. I can open this up to another expert to see if someone else may have an idea. This would be at no extra charge.

As far as payment, you don't pay unless we fix your issue.

Does this sound like a good idea or did you have something else in mind?

Expert:  Jennifer French replied 9 months ago.

I will go ahead and opt out! I hope you have a wonderful evening!

Expert:  JACUSTOMER-khj2d1o2- replied 9 months ago.

Hello. Kindly scan a printed page of output and upload it to the Messages stream. That will facilitate a CORRECT diagnosis that doesn't go off the deep end.