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When printing, other images/text appear on my document. I…

Customer Question
When printing, other images/text...

When printing, other images/text appear on my document. I have tried cleaning it but that has not resolved the problem. What can be causing this?

Technician's Assistant: What's the brand and model of your printer?

D1370

Technician's Assistant: How long has this been going on with your printer?

A few weeks

Technician's Assistant: When did you last update the Operating System (OS) on the computer or device you're printing from?

I do not know if it has ever been done

Submitted: 7 months ago.Category: Printers
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Answered in 12 minutes by:
11/30/2017
Technician: Sudipto, Engineer replied 7 months ago
Sudipto
Sudipto, Engineer
Category: Printers
Satisfied Customers: 6,113
Experience: DIploma in Computer Hardware
Verified

Hi, I'm Sudipto. Welcome to JustAnswer. I'm reviewing your question now, and will post back with your reply ASAP

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Customer reply replied 7 months ago
Thank you!
Customer reply replied 7 months ago
How can you connect to the printer? The computer I am on is not connected to this device. Would you like me to send you a sample of what the page looks like?
Technician: Sudipto, Engineer replied 7 months ago

Remote support is for computer, if it is a software issues then, I can solve it easily by remote support, but before that I have to make sure that is a software issue and not any hardware issues.

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Customer reply replied 7 months ago
We have several computers that use this printer. Mine is not one of them. All the computers have been updated in the last year.
Customer reply replied 7 months ago
All running on Windows 10
Technician: Sudipto, Engineer replied 7 months ago

Do you face this problem when printing from every computers?

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Customer reply replied 7 months ago
actually I was just told that this only happens when copies are made. Not when we print to it....
Technician: Sudipto, Engineer replied 7 months ago

But, you said that when you print, you get those ghost images and text?

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Customer reply replied 7 months ago
I must have misunderstood. I just spoke with the department and they confirmed it is only when copies are made.
Customer reply replied 7 months ago
It happens on faxes, when making copies from the glass and copies from the feeder.
Technician: Sudipto, Engineer replied 7 months ago

Do you get this same things from both feeder and glass?

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Technician: Sudipto, Engineer replied 7 months ago

See, if you are getting something on incoming faxes then, it can be on the sender side because the sender is scanning the document and sending to you but if you are getting it while making copies then, it can be on your printer, please take a lint free cotton cloth and clean the scanner glass and try to make a copy and let me know.

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Customer reply replied 7 months ago
We have already tried this several times and it did not work.
Technician: Sudipto, Engineer replied 7 months ago

Can you send me a picture of a copied document from the glass?

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Customer reply replied 7 months ago
I did...
Technician: Sudipto, Engineer replied 7 months ago

You send me a picture of a incoming fax not copy.

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Customer reply replied 7 months ago
They all look the same..
Customer reply replied 7 months ago
What are some solutions? What else can I do to fix this?
Customer reply replied 7 months ago
I am no longer at work so do not have access to another copy.
Technician: Sudipto, Engineer replied 7 months ago

Ok, this problem can be caused by two reasons, one if the fuser unit is defective and two if the firmware is corrupt, but in most cases like this one it was seen that the problem is with the fuser unit, unfortunately you cannot replace the fuser unit at home or offce on your own, you will need help from techs to do that and the price of the fuser unit is around $130, so the total cost of the replacement can exceed or equal to the price of a new printer.

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Customer reply replied 7 months ago
Thanks for your help. I think it may be time for a new printer.
Technician: Sudipto, Engineer replied 7 months ago

Thanks, ***** ***** me know if you need any further help otherwise, please remember to give a positive rating as that is the only way I am compensated for my time and effort.

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