HP Prin�ng Korea

Image Quality
Troubleshoo�ng
Guide (IQTG) V1.2
For A3 Laser Mul�func�on printers

CHOI, KYUNGJIN (HPPK OEM

Quality) 2023-9-13

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IQTG Document version table
Date Contents Version The person in charge

2022.July Introduction, Image Category, Field solutions 1.0 Chang Hyeon Shim

2023.September Update field solution …… Print, Copy, Scan 1.1 Kyoung Jin, Choi
Integrated Image Category & defect explanation

2023.September Fixed overlapping images and grammatical errors 1.2 Kyoung Jin, Choi

IQTG DOCUMENT VERSION TABLE ................................................................................................................................... 2

UNIT1. INTRODUCTION ................................................................................................................................................. 4
IMAGE QUALITY PROBLEM CLASSIFICATION .......................................................................................................................... 4
HOW TO USE ................................................................................................................................................................. 5
UNIT2. FIELD SOLUTION ............................................................................................................................................. 10
PRINT QUALITY TROUBLESHOOTING ................................................................................................................................. 10
1. Vertical................................................................................................................................................................................ 10
2. Banding & Ghosting ......................................................................................................................................................... 13
4. Faded image ...................................................................................................................................................................... 15
5. Color Plane Registration (CPR) ....................................................................................................................................... 16
6. Spots ................................................................................................................................................................................... 18
7. Smear-smudges & Wrinkles ........................................................................................................................................... 22
8. Blank and Black image ..................................................................................................................................................... 23
9. Engine Skew....................................................................................................................................................................... 24
10. LSU (Laser scanner unit) Image problems.................................................................................................................... 25
11. Dirty Printout ..................................................................................................................................................................... 26
12. White Gap / Composite is registration failure .............................................................................................................. 26
13. Fuser offset ........................................................................................................................................................................ 27
14. T1,T2 PWM value image problems (Gray & White spot, Poor transfer, Re-transfer, OPC cycle ghost)............. 28
15. Field Image Quality Issues – Sudden Impact................................................................................................................ 30
COPY QUALITY TROUBLESHOOTING .................................................................................................................................. 39
1. Vertical Line @ Copy ......................................................................................................................................................... 39
2. Copy Skew .......................................................................................................................................................................... 41
3. Fade image......................................................................................................................................................................... 42
4. Copy Background .............................................................................................................................................................. 44
5. Broken Image .................................................................................................................................................................... 45
SCAN QUALITY TROUBLESHOOTING .................................................................................................................................. 45
1. Image cropped & Skew .................................................................................................................................................... 46
2. Scan Background .............................................................................................................................................................. 47
3. Poor Scan Image to USB Drive ........................................................................................................................................ 47
4. Black & Blank Scan Image ............................................................................................................................................... 48
5. Color difference of Scan ................................................................................................................................................ 49
UNIT3. IMAGE QUALITY TERMINOLOGY ....................................................................................................................... 50
SKEW ........................................................................................................................................................................ 50
LINES / STREAKS / BANDS ............................................................................................................................................. 50
LIGHT-FADED ............................................................................................................................................................. 51
DIRTY PRINTOUTS ........................................................................................................................................................ 51
SMEAR-SMUDGES ........................................................................................................................................................ 51
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 BLACK PAGES .............................................................................................................................................................. 52
COLOR ISSUES ............................................................................................................................................................. 52
DOT-SPOTS ................................................................................................................................................................ 53
BLANK PAGES.............................................................................................................................................................. 53
GHOSTING .................................................................................................................................................................. 54
UNIT4. PARTS CODE .................................................................................................................................................... 55

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 Unit1. Introduction
In this unit, this document helps you to find solutions to image quality problems in the market through
checklist and basic troubleshooting tools.
[Check list]
1. How to use the reports → consumables life
2. How to use the options → Print Driver, Print or Copy options
3. How to respond to Environment → Non-HP toner, moisture, paper
4. How to use the basic troubleshooting tools (Embedded tools)

Image Quality Problem Classification

Image Quality Problems
• Copy image quality might be related with print engine problem.
: Double check copy quality and print quality

Scan Quality
Print Quality

• Check the toner supplies (Genuine HP or Non genuine HP)

• Check the supplies report (Low or Very Low)
• Replace the paper (moisture → fresh new ream)
& Recommended paper

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How to use
These basic methods might not guide you to find the strong ultimate solution to an image quality problem.
However, they can help classify the problem which helps to identify it’s root cause and provide the next steps
to take as a solution to the image quality problem.

1. How to use the reports:

Image quality might be influenced by the end of life in consumables. (Fade, V-white Line & bands)
Print a Supplies Status page:

a. From the Home screen on the printer control panel, open the Reports menu.

b. Open the following menus:

• Configuration/Status Pages

• Supplies Status

c. Select OK or Print to print the page.

2. How to use the options:

These options are able to improve the image quality generally.
So, refer to the settings on the driver, UI, and Scan application through IQTG cases.
a. Print Driver:
Several options for printer drivers such as Discrete driver, Universal Print Driver, smart Universal
Print Driver, and there are different settings for each driver. So, refer to the print settings for each
case.
b. Copy UI:
Providing the solution with Fade image, Skew, Background, etc.

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3. How to respond to Environment:
Many image quality problems could be solved simple actions such as replacing to recommended
paper or replacing paper in tray.
Non HP toner might influence Image quality so we need to explain that is not guaranteed.
A high humidity environment might be the cause of the faded images.

Callout 1: check for moisture in the paper Callout 2: Use a fresh new ream of paper
HP recommends paper that might help to improve the image quality – refer to the attached file
below.

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Non HP toner might be cause of the faded image:
It easily clarifies the Non-HP toner through toner appearance & label, vendor Mark.

Non-HP toner affected to poor fusing, especially to the

color printed. (E87640~87660 series)

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4. How to use the basic troubleshooting tools (Embedded tools)
: It helps Embedded tools to judge the image quality problems but not provide the clarified image
quality problems causes.
Sometimes Technical Market Engineers (TME) requests field engineers to print out these patterns and
to send them for further investigation.
4-1. Investigate <Embedded Test patterns> on the device.
[Gemstone 1.x]  Service mode > Diagnostics > Print Test patterns
[Gemstone 2.0]  Support Tools > Print Quality Pages > Advanced Print Quality Pages

<Engine Pattern>

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 <Scanner Pattern> – Only Gems 1.0 series, No apply to Gems 2.0
a. X3A92-67925 / Kit-Service Sheets for Calibration

- Goal
① These charts are used for measuring skewed images when copying or scanning
② There are 2 kinds of original size  A4 size (JC68-02474A), Letter size (JC68-02475A)

- Usages
① Most skewed images problems occurs on the ADF(Automatic Document Feeding) unit
② Prepare 10 to 20 sheets of this chart, and put them all on ADF tray.
③ Scan or copy all of them, and then look at the outputs to see if how much the images are skewed.
④ Single copy of these charts can help sometimes, but multiple copies would be better to measure the
degree of the image skewing.
⑤ Do scan or copy several times for better data accuracy.

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Unit2. Field Solution
Refer to the Recommended action according to print quality problem cases.

Print Quality Troubleshooting

In this unit, you will see various simple pictures of image quality problems that can be found in the market.
About 90% of image problems belong to print quality.
This unit provides on-site tech engineers with recommended actions for image quality problems.
Between local tech supports and high level tech supports, this will be one of the good media to speak about
unique image quality problems, and if we can make clear definitions of the image quality problems based on
this document, it will help you to execute the solution and previous checkpoint.
1. Vertical
There are various causes of vertical lines. We can approach the root cause through image problem types.
a. Only vertical line on one color

b. Only vertical line on all color

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c. Many vertical lines on whole image

Recommended action
Check the toner vendor, life status, replace fresh paper before replacing the parts.
1. Print a Supply Status Page and the check life and usage.

Print a Supplies Status Page:

a. From the Home screen on the printer control panel, open the Reports menu.
b. Open the following menus:

• Configuration/Status Pages

• Supplies Status

c. Select OK or Print to print the page.

2. If any supply level is very low on the Supplies Status Pages report, replace the supply.
3. Clean the toner collection unit (TCU) and laser scanner unit (LSU) window.
a. Open the front door.
b. Remove the toner collection unit (TCU) from the printer (callout 1).
IMPORTANT: Make sure not to spill any waste toner in the printer.
c. If toner, paper dust, or other contamination is found, clean the area with a vacuum and toner
cloths.
d. Use the cleaning bar attached inside the front cover (callout 2) to clean the LSU window for each
color.
e. Insert the cleaning bar into the hole for each color to clean the LSU window (callout 3, 4, 5 ,6).

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● Callout 1- TCU (Toner Collection Unit)

● Callout 2- LSU Glass Cleaner

● Callout 3- Yellow LSU Glass hole

● Callout 4- Magenta LSU Glass hole

● Callout 5- Cyan LSU Glass hole

● Callout 6- Black LSU Glass hole

f. After cleaning, replace the cleaning bar and the TCU.
g. Close the front door.
● Print the PQ Troubleshooting Pages to see if the PQ issue affects just one color.
a. From the Home screen on the printer control panel, Open the following menus: Support Tools >
Troubleshooting > Print Quality Pages > PQ Troubleshooting Pages menu.
b. Touch Print to print the pages.
● If the vertical line persists, please check and replace the below parts in order.
a. Image Drum
b. Developer unit
c. LSU
● If the PQ issue affects all colors, perform the following tasks in the order presented to resolve the
issue.
a. Perform a calibration process. If the print quality improves but the issue is not resolved, continue
troubleshooting.
● From the Home screen on the control panel, select the following menus: Maintenance >
Calibration/Cleaning > Full Calibration.
● Select Start to start the calibration process.
IMPORTANT: Do not turn the printer off until the calibration process has finished.
● Wait till the printer calibrates, and then try printing again.
b. Check if The ITB cleaning is poor or the ITB cleaning blade is partially broken.
c. Clean the ITB with a clean, lint-free cloth moistened with warm water.
d. After cleaning the ITB, print another set of PQ troubleshooting pages.
e. If the problem still exists after ITB cleaning, replace ITB.

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 2. Banding & Ghosting
It is helpful to respond for Image problems refer to the periodic chart.

Recommended action
Check the toner vendor, life status, replace fresh paper before replacing the parts.

Recommended action
1. Perform a calibration process. If the print quality improves but the issue is not resolved, continue
troubleshooting.
● From the Home screen on the control panel, select the following menus: Maintenance >
Calibration/Cleaning > Full Calibration.
● Select Start to start the calibration process.
IMPORTANT: Do not turn the printer off until the calibration process has finished.
● Wait till the printer calibrates, and then try printing again.

2. Perform an Auto Tone. If the quality improves, but does not resolve the issue, run the calibration more than
once.
a. From the Home screen on the printer control panel, open the Support tools menu.
b. Open the following menus:

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● Maintenance
● Calibration/Cleaning
● Auto Tone
c. Select OK or Start to begin the calibration.

3. For Horizontal bands and lines, check the periodic chart regarding roller circumference.
Please replace the proper parts with the periodic band cycle.

Periodic repetitive image roller circumference

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 4. Faded image
Temporary color density might be faded due to external factors and defective parts.

<Normal Image> <Light-Faded Image> <Samples>

External factors> Check the toner vendor, life status, replace fresh paper before replacing the parts.
Non-genuine Consumable life Moisture

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Recommended action
If the faded image persists after the above activities, follow the behaviors below.

1. Perform an Auto Tone. If the quality improves but does not resolve the issue,
run the calibration more than once.
a. From the Home screen on the printer control panel, open the Support tools menu.
b. Open the following menus:
● Maintenance
● Calibration/Cleaning
● Auto Tone
c. Select OK or Start to begin the calibration.

2.Please check and replace the parts below in order.

a. Imaging Drum
b. Developer Unit
c. Image Transfer Kit
d. HVPS parts – High voltage power supply

5. Color Plane Registration (CPR)

Learn about solutions for resolving the image defect.

<Sample Image>

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Recommended action
Check the toner vendor and life status before replacing the parts.

1. Print the PQ Troubleshooting Pages to see if the PQ issue affects just one color.
a. From the Home screen on the printer control panel, Open the following menus: Support Tools >
Troubleshooting > Print Quality Pages > PQ Troubleshooting Pages menu.
b. Touch Print to print the pages.

* Need to focus on the affected color, If black is affected, cyan, magenta and yellow will be out of place.

2. Start the Auto Color Registration function. If the quality improves but does not resolve the issue, run the
calibration more than once.
Path: Support Tools > Services > Advanced service > Calibration/ Cleaning > Auto color registration.
If the image persists, run the calibration more than once.
a. From the Home screen on the printer control panel, open the Support tools menu.
b. Open the following menus:
● Maintenance
● Calibration/Cleaning
● Full Calibration
c. Select OK or Start to begin the calibration.

NOTE: A full calibration could take up to ten minutes.

3. If these troubleshooting steps do not resolve the image defect, replace the unit as needed.
Priority1 parts: ITB (Image transfer belt) kit
Priority2 parts: LSU (laser scanner unit) kit
Priority3 parts: Main drive assembly

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 6. Spots
: There are various spots styles on print out. It helps to adjust T1/T2 PWM for spots on Image.
Improved IQ when increased Degraded IQ when increased
T1 Gray Spot Solid spot, OPC cyclic Ghost , Re-transfer
T2 White spot, Poor Transfer, Blur Micro White spot, Re-transfer, OPC cyclic Ghost(Mono
product)

<Periodic spot>

Recommended action
1. Adjust PWM values (T1 or T2) :
From the Home screen on the printer control panel, open the following menus: Support Tools >
Service>Advanced Service > Service Functions > TR Control Mode
> T1 Control Mode or T2 Control modes menu.

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 2. Adjust PWM value according to image problem.
: refer to color and roller circumference.
< T1 Control Mode>

If the spot persists, please replace the related parts.

• Symptom: spot appeared by period per unit
• Related units: OPC
• Countermeasures: spots on OPC
• Additional info. :
Refer to the banding roller cycle table.
<Periodic repetitive image roller circumference>
<Micro white spot>

Recommended action
• Symptom: small white spots on the image
• Related units: transfer-related
• Countermeasures:
. Replace the HP recommended paper.

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 (This PQ is related to high resistance paper and Low humidity)
This occurs when transfer voltage(Vi) is stronger than discharge voltage (Vd) → Vi > Vd.
1) Adjust T2 bias // Adjust T2 value in T2 control mode (Service mode):
: From the Home screen on the printer control panel, open the following menus: Support Tools >
Service>Advanced Service > Service Functions > TR Control Mode
> T1 Control Mode or T2 Control modes menu.
<T2 Control Mode> => T2 PWM - 0~20 adjustment

<White spot>

Recommended action
• Symptom : large white spots on the image
• Related units : Electro-photographic - Related (EP)
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 • Countermeasures:
a. Replace the paper (moisture → Fresh paper)
b. Replacement of brand new toner
c. Replace the OPC drum.

<Gray spot>

Recommended action
• Symptom : gray color spots on the image
• Related units : transfer-related
• Countermeasures:
. Adjust T2 bias // Adjust T2 value in T2 control mode (Service mode)
* PWM + means current/voltage enhancement: useful moisture paper (poor transfer), gray spot
PWM- means current/voltage down : useful high resistance paper,
• If the Image dirty persists, please check and replace the below parts in order.
a. Imaging Drum
b. Developer Unit
c. Image Transfer Kit
d. T2 Roller kit

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 7. Smear-smudges & Wrinkles
This phenomenon occurs according to paper brand, duplex, feed roller contamination and fuser unit.

Recommended action
a. Replace the paper brand (Thin → Plain)
b. Clear the feed roller contamination.
c. If it persists, please replace the fuser unit.

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 8. Blank and Black image
No image on the page.

Recommended action
Please check and replace the below parts in order.
a. HVPS unit
b. Imaging Drum
c. Developer Unit
d. Image transfer Kit

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 9. Engine Skew
The skewed image on printout.

Recommended action
1. adjust the paper guides in Tray and paper stacking is not over limited lines.

2. See if there is any faulty assembly related parts such as feed roller, roller pressure, regi-roller and etc.

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 10. LSU (Laser scanner unit) Image problems
A broken image in an abnormal cycle or a jagged image is related to LSU unit.
If the issue persists after replacing LSU unit, It is recommended to replace the LSU FFC cable.
<Jagged Image>

<Broken Image> <Broken-banding Image>

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 11. Dirty Printout
This phenomenon is occurred by defective OPC surface, cleaning blade, T1 bias, or T2 bias.

Recommended action
: Remind to replace with fresh paper before replacing the parts.
If the Image dirty persists, please check and replace the below parts in order.
a. Imaging Drum
b. Developer Unit
c. Image Transfer Kit
d. T2 Roller kit
e. Toner Kit

12. White Gap / Composite is registration failure

• Symptom : white gap appearance

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• Related units : Drive / LSU
• Recommended action
Start the Auto color registration function. If the quality improves, but does not resolve the issue, run the
calibration more than once.
Path: Support Tools > Services > Advanced service > Calibration/ Cleaning > Auto color registration.
If the image persists, run the calibration more than once:
a. From the Home screen on the printer control panel, open the Support tools menu.
b. Open the following menus:
● Maintenance
● Calibration/Cleaning
● Full Calibration
c. Select OK or Start to begin the calibration.

NOTE: A full calibration could take up to ten minutes.

3. If these troubleshooting steps do not resolve the image defect, replace the unit as needed.
Priority1 parts: ITB (Image transfer belt) kit
Prioriyt2 parts: LSU (laser scanner unit) kit
Prioriyt3 parts: Main drive assembly

13. Fuser offset

• Symptom: dirty particles on the paper

• Related units: Fuser
• Countermeasure:
Replace the fuser unit.

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 14. T1,T2 PWM value image problems (Gray & White spot, Poor transfer, Re-transfer, OPC
cycle ghost)
These kinds of defective images are related to high resistance papers and user environment.
Changed T1, T2 PWM value helps images to improve.

Recommended action
1. Changed the used papers to HP recommended papers.
2. Adjust PWM values (T1 or T2):
From the Home screen on the printer control panel, Open the following menus: Support Tools >
Service>Advanced Service > Service Functions > TR Control Mode
> T1 Control Mode or T2 Control modes menu.

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 a. Adjust PWM value according to image problem.
< T1 Control Mode>

<T2 Control Mode>

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 b. PWM “+” means current/voltage enhancement: useful moisture paper (poor transfer), Gray spot
PWM”-“ means current/voltage down : useful high resistance paper.

3. If the Image dirty persists, please check and replace the below parts in order.
a. Imaging Drum
b. Developer Unit
c. Image Transfer Kit
d. T2 Roller kit
e. Toner Kit

15. Field Image Quality Issues – Sudden Impact

Case No. 1
Sudden SIE233881 - AU/E77830/Print Quality issue/ Wrong color, red came out
Impact ID as orange.

Symptom Colors of the original do not match the printed page when using an
Adobe application.

Images

Solution a. Step one: Run the process to cancel the Auto Color Balance and
Setting Standard Tone settings.

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 b. Step two: Set up the color tone to the factory default setting in the
Setting Standard Tone and Auto Tone Adjustment settings.
c. Step three: Adjust the settings in Adobe Reader and the Universal
Print Driver (UPD)

Affected HP Color LaserJet Managed MFP E77422-E77428, E78223-E78228

products HP Color LaserJet Managed MFP E77822-E77830, E78323-E78330
HP Color LaserJet Managed MFP E87640-E87660

Related c06591001
documents

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Case No. 2
Sudden SIE231005 - PowerPoint color gradient printing
Impact ID
Symptom Color gradient printing quality is poor.

Images

Solution • Adjust “Color Theme” to Photo SRGB on the driver.

• Color > Color theme > Color Theme, RGB Color > Select Photo
(sRGB) > uncheck “HP Easy Color”

Affected HP Collor LaserJet, HP OfficeJet Enterprise Collor, HP PageWide Enterprise

products Collor

Related ish_2857290-2886150-16
documents

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Case No. 3
Sudden SIE237183 - E87660z -image position problem- Cuts off margins when
Impact ID they Scan (Even to USB)
Symptom When they scan it comes up skewed and cuts off the left margin This
issue seems to be happening only when they Scan (even to USB) but it
does not happen when they copy.
Images

Solution Image position alignment and scanner hinge position are set to 0.
Calibration can be performed automatically and manually. CE has
tested the mchine well and performs great.

Affected HP Color LaserJet Managed MFP E87640-E87660

products
Related -
documents

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Case No. 4

Sudden SIE232561 - E876 2mm image stretch when compared to other

Impact ID Gemstones
Symptom 11x17 prints are getting stretched in feed the direction approximately 2
mils longer on the E876 as compared to the E778.

Images

Solution 4.11 FE has a solution for this.

Affected HP Color LaserJet Managed MFP E87640-E87660

products

Related -
documents

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Case No. 5
Sudden SIE227548 - Front side of duplex print image defect
Impact ID
Symptom When duplex print high coverage blocks the odd pages of the print
have shadowing around the print
Images

Solution
HP Adjust the T2 value in T2 control mode (Service Mode)
- SIMPLEX: -1 or -2 (Actually this value is not related to
this issue.)

- DUPLEX: +6

Affected HP Color LaserJet Managed MFP E87640-E87660

products
Related -
documents

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Case No. 6
Sudden SIE228148 - Image cropped when printing a PowerPoint slide from Mac
Impact ID OS 10.14 with PPD of E87640
Symptom The customer reported that the PPT image was cropped when
the customer printed a specific file. We could reproduce it here.
Images

<Cropped image> <Good image>

Solution FIXED with FS 5.1

- Mac OS: 10-14-6

- PPD Name/Version: HP Color MFP E8740-50-60/19.3000

(Download via HP Easy Start)

- MS PowerPoint version: 15.14 (150911)

- FW version: FS 4.7.3.1

Affected HP Color LaserJet Managed MFP E87640-E87660

products
Related -
documents

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Case No. 7
Sudden SIE257692 - E87660-KPMG LLC/ PQ white or dark lines
Impact ID
Symptom Diagonal line marks on Magenta
Images

Solution
Issue resolved with toner replenishment and calibration procedure
provided.

Affected HP Color LaserJet Managed MFP E87640-E87660

products
Related -
documents

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Case No. 8
Sudden SIE190916 - Bandings on printout.
Impact ID
Symptom The customer prints a PowerPoint slide with full green solid color and there are
bandings appearing on the printout.
Images

Solution
drums were out of spec for runout. So it Replaced the drums.

Affected HP Color LaserJet Managed MFP E87640-E87660

products
Related -
document
s

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 Copy Quality Troubleshooting
As we can imagine, lines on the images are the most frequent problem among copy quality problems.
However, this is not a big deal because the scanning device is less complex than the print engine, Mainly, scan
quality.
problem occurs frequently on the ADF unit, and it is recommended to focus on the operation of ADF unit.
Sometimes, Users might be confused between Copy image issue and the Print image issue.

NOTE: If defective copy image is as same print defect, please check the Print image Troubleshooting.

1. Vertical Line @ Copy

Learn about vertical lines, bands, or streaks in copy-quality problems.
Vertical lines or streaks appear on copies and/or scans in the same direction that the paper feeds when
copying.

NOTE: HP has determined that 99% of all lines and streaks on copies made by feeding the original documents
through the document feeder are caused by debris on the document feeder glass strip.

For more information about cleaning the scanner, view the following video: Lines or Streaks When
Copying

Debris location on the glass:

Follow the line or streak on the paper to the area on the document feeder glass that is causing the CQ
problem.

Refer to the below ISA picture

Copy print out > simplex side - callout 2

Copy print out > duplex side - callout 3

Recommended Action
1. Press the power button to turn the printer off, and then disconnect the power cable from the electrical
outlet.
2. Open the scanner lid.

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 <Gemstone 2.x Series>

3. Clean the scanner glass (Callout 1) and

(Callout 2, Callout3) with a soft cloth or

sponge.

<Gemstone 1.x Series> It has a different portion in duplex structure compared to Gems 2.x series.
: Duplex side = Vertical line on the image

Open the scanner lid & unlock the lever Clean the CIS glass with a soft cloth

4. Connect the power cable to an outlet, and then press the power button to turn the printer on.
5. If the vertical line persists, please replace the below recommended parts.
. PLATEN
. DSDF-SEPARATION ROLLER
. DSDF-PICK UP SUB

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 2. Copy Skew
: Skewed images in scanning are related to various causes.
1) An argument about the tolerance of skewed images between a customer and the technical support team.
2) Paper guide poor adjustment - ADF and cassette + Alignment of ISA hinge.

NOTE: Fortunately, most of cases were caused by customer misunderstandings, and GBU team solved

the cases with detailed guidance on the scan function.

<Top Skew & Margin> <Side skew> <Image shift>

Recommended Action
1. Make sure to adjust the paper guide in the tray and ISA for correctly the size of the paper.
<Cassette paper adjustment> <ISA paper adjustment>

2. Adjust Hinge gradation:

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Provide Gems 1.x series with alignment of ISA hinge / No provide Gems 2.0 series.

ADF Calibration and Adjustment

3. Copy image shift and clip - Utilize the Image shift function in copy UI option.

Adjusting the
image registration

4. If the skew persists, please replace ISA Whole Unit Replacement (WUR)

3. Fade image
Learn how to resolve light or faint copy-quality problems.
Consider external factors – moisture paper & engine influence.
☞ Refer to print fade image solution.

NOTE: No guarantee for specific original document: Highlighters, colored paper, colored fabric

If defective copy image is as same print defect,

please check the Print fade image Troubleshooting.

Most of Light & fade copy image will be

improved.

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[No guarantee original Document]
<Highlighters> <Colored paper> <Colored fabric>

Recommended Action
1) Select the Copy UI option: Optimize text/Picture (Default Mixed to Text).

2) Adjust the Copy UI option: Image adjustment (Background clean up: Default 2 → 0 ).

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4. Copy Background
It occurred Image background (bluish) after copying.
It can be removed background through the Removal function in Copy UI option.

Recommended action
1) Adjust the Copy UI option: Image adjustment (Background clean up: Default 2 → Upper 3 level ).

2) If it persists after UI options, please consider replacing the ADF or Platen glass.

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 5. Broken Image
One black band while making copies from ADF and Platen glass.

Recommended action
1) Replacing the following part (FFC cable)
2) If the broken image persisted, please replace Platen Whole Unit Replacement (WUR)

Scan Quality Troubleshooting

Mainly scan quality problems is similar to copy quality root cause.
Some issues can be solved through the UI option and scan file program.
If a persistent scan quality issue remains after adjusting the below guide, we can move to copy image
troubleshooting or print image troubleshooting to resolve scan image problems.

1. Image cropped & Skew.

2. Scan Background.
3. Poor Scan Image.
4. Black & Blank Scan Image.
5. Color Difference of Scan.

NOTE: If defective scan image is as same copy defect, please check the Copy image Troubleshooting.

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 1. Image cropped & Skew

Image Skip while a Scanning

Align the paper guide on ISA before

scanning and original papers.

Recommended Action
1) Update latest F/W
For more information, go to HP Enterprise, HP Managed - Update the printer firmware
2) Adjust Hinge gradation:
Provide Gems 1.x series with alignment of ISA hinge / No provide Gems 2.0 series.

ADF Calibration and Adjustment

3) Adjust Margin function.

4) Scan Minimize Skew (Off → On)
Paths: Support Tools > Service functions > Scan Minimize Skew > select the “On” mark.

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2. Scan Background
It occurred Image background (bluish) after scanning.
It can be removed background through Removal function in scan option. (Off → On).

3. Poor Scan Image to USB Drive

Scan : default 200 dpi

Dots around Text on Scan image

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Recommended Action
1) Option utilize : To get a better scanned image more than default state.
1-1. Uncheck the High Compressions or 1-2. Select the Automatically detect color or gray

2) To save default setting in Scan app

4. Black & Blank Scan Image

: First, Check the defect image also occurs as copy image or occurs only scan image.

<Black scan <Blank scan

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Recommended Action
Execute the shading test (Gemstone 1.x Series):
Service mode → Diagnostics → Scanner Diagnostics → Shading test → Shade and Print report (ADF)
1) Print out shading report, Check the result.
1-1) Result : OK
. Replace the CCD-FFC, CCD-PCA
. Replace the FMTR, then backside shading
(if It skips shading procedure, it might be blank print out)
1-2) Result : NG
. Whole Unit Replacement (WUR)

5. Color difference of Scan

. Duplex Scan

. Front to Back Color difference

- Green color : O.K

R.G.B sensitivity characteristic of CIS cannot accept R.G.B the wavelength regarding amount kinds of
color type reflection.
Precisely, It is based on the spectral characteristics of the RGB LED (Luminous source) in the CIS
Module.
Due to the characteristics of RGB LED, the spectral spectrum is narrow and the color gamut is small.
So, some colors of paper are not easy to reproduce in duplex scan images compared to the original color.
Produce specification is not supporting for specific color paper + Duplex scan.

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Unit3. Image Quality terminology
In this unit, we provide you with various images and terminology, it will help us to communicate with each
other for image problems.
If we can make clear definitions of image quality problems based on this document, we can identify the root
cause which we need to focus on.

Skew
Skewed images occur in both engine and Scanning.
Scanning skew is one of the problems that is commonly reported to GBU.
Sometimes there is an argument about the tolerance of scanning skew between a customer and technical
support team.
Fortunately, most of the cases were caused by customer misunderstandings, and the GBU team solved the
cases, with detailed guidance on the scan function.
If the skewed image is persisted even though adjusting the paper guide and hinge.
Please check how much the images were skewed compared to normal outputs with the official hard copy
chart for technical service.
The causes might be related to paper brands, cassettes, and some particles on a pathway.
GBU recommends checking the above items before replacing parts.

Lines / Streaks / Bands

Those kinds of image problems are very frequently occurred on site.
There are various causes related to Lines/ Streaks / Bands such as bad environment conditions, some
damaged parts, and inside contamination.
This kind of image has similar patterns such as regular cycle or aperiodicity lines in print out direction.
The related parts of these problems are Laser scanning unit (LSU), toner, developer, transfer unit, retransfer
roller, fuser, exit unit, etc.
On basic basis, first, check the toner vendor and consumables life.
Clear the contamination on LSU glass surface in color models.
If the PQ image problem is persisted after repairing with recommended action from GBU, we will continually
update the information on specific cases.

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Light-faded
Light-faded image means that the image tone is lighter than the normal state that the customers expect.
The light-faded images are classified between defective parts and external causes.
It is not easy to maintain average good quality according to life in consumables.
In fact, there are various causes in the light-faded image.
So, we need to check the life of consumables and related several components in an engine.
In some cases, it can be removed by changing one kind of settings among our available options before
replacing the related parts.
[Scan-Light faded]
It helps to do the shading test. Checking whether the result is O.K or N.G.
N.G
It would be replaced CIS(contact image sensor) or whole unit replacement (WUR)
O.K
Most of the Light & fade copy images will be improved through copy UI option.

Dirty printouts
If we speak of "dirty image" of print image quality issues, that will bring lots of image figures, not a single one.
Dirty images are not so clear to understand as just one kind of obvious result.
Generally, if we call something dirty in the outputs, we imagine in this way that there are undesirable, intense
impacts on the image, which were not supposed to be there.
Often people describe dirty images with image contamination just as another expression.
The root cause of this dirty image can be from toner, developer carrier, or the trace of certain printer parts.
And to find the root cause, we need to look at the image closely and this will really help find the lead.
In fact, the range of dirty images varies among image quality problems, and the solutions are very different
depending on the cases as well.
So it is recommended that we should collect and study various dirty images when we have chances.

Smear-smudges
In the development phase, this symptom has not appeared on the images much in lab tests because the
causes were complicated.
such as toner, paper properties, toner leakage, contamination on parts, defective fuser etc.
It might occur some light problems before this problem of smearing or smudges.
In fact, replacing supplies can help quickly resolve most of these problems, so most people generally don’t
think it is one of the critical problems in the market.

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Black pages
Black pages include darker images than ordinary cases, not only just black colored images on the whole page.
When it comes to darker images, it feels very different with MONO print products and COLOR products.
In the case of MONO products, black pages mean the image is stronger than in ordinary cases because MONO
products can depict the outputs with only black and white, and there is nothing else.
In most cases, this problem should be solved by adjusting the dark tone in the advanced settings or by
replacing supplies with new ones. Or sometimes toner scatter has been affecting the tone of the black color,
so we can resolve this by cleaning all the paths through the developing process or transferring process.
However, in COLOR products, black pages mean the outputs seem to have some kinds of black filters on color
images, so images are very weird and uncomfortable. Everything in the images is noticeably dark.
This is uncommon but it happens more often than we expect.
We can think this has a lot to do with BLACK toner, but it would be better to think that this is the result of the
collaboration of all the colors, not just made by BLACK toner.
For this problem, we don’t have the ultimate solution that works 100% in all cases. So, generally, it is
recommended the initialization of all color settings in the device, back to the manufacturing default settings.
Because it is very difficult to figure out what factors affect this strange output and what moment it starts to
begin. Most customers never remembered when it started to begin and what it started to look like.
This is a very complicated problem and if we review the history of tech support roughly, the half of cases were
solved by the initialization of the color settings but the other half were not. In a lucky case, it suddenly
disappeared as if it had suddenly come in a flash. After all, it’s the same thing that embarrasses us in both
cases.

[Scan-Black]
It helps to do the shading test. Checking whether the result is O.K or N.G.
N.G
It would be replaced CIS(contact image sensor) or whole unit replacement (WUR)
O.K
Most of the Light & fade copy images will be improved through copy UI option.

Color issues
GBU assumes that color is not reproduced to the original color.
It makes printout images unusual and beyond the description.
It is obviously about color problems and is likely to occur during the entire lifespan of color printer products.
The Engine pattern will help to clarify the defective color issue among 4 colors.
We need to define the color issue through a detailed explanation on the list when we receive it from field.
If we don’t know exactly about the matter, we can’t implement the solution to it.
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Dot-spots
A dictionary says that a DOT is a small SPOT, and on the contrary, a SPOT is a large DOT.
Actually, DOTs and SPOTs look very alike on the print image, so it seems to depend on the reporter’s
judgment.
This problem occurs during the developing process or image transferring process and in the most typical
office environments, we can hardly see this.
When we encounter this problem in the market, it is recommended that we should see first if there are any
repetitive patterns of dots or spots on the image. If we can find the repetitive patterns, measure the period of
the repetitive images, and look at the related unit first. Mostly it is connected to the period of DRUM.
If there are no repetitive patterns of dots or spots, we can think of other conditions as causes.
In this case, it is very likely to be related to T1 bias(voltage), T2 bias (voltage), high resistance paper, low
humidity environment, and so on. The specific cause is depending on each case.
Sometimes this problem can be caused by the toner being stored in inappropriate conditions before
installation, and when you see this case, you have to make sure that our assumption is correct.

Blank pages
As you can imagine, blank page output means one or more image generating parts are not fully operational.
In fact, if something doesn’t work out completely, it’s not that hard to find it. We can check each image
generation step in order and narrow the cause of the problem.
This is very different from faded-color images, and when we found faded-color images on the output, at least
certain images were generated during the process. But this problem is different.
In the end, we can think the cause will be in the electrophotographic process. In short, we can focus on
LSU (Laser Scanning Unit) or HVPS (High Voltage Power Supply) for the developer unit as a cause.
With low probability, firmware is used to cause this problem.
[Scan-Blank]
The blank page is one of the common problems with the scan issues.
If the user obtains blank pages as outputs at the time of scanning, it is very likely to be the result of the
malfunction of the image processing IC which is commonly called CCD (Charge Coupled Device) IC or
AFE (Analog Front End) IC.
And if testing finds that the image processing IC is not the cause of this problem, it is advisable to look at the
physical passage of signal transmissions, such as harnesses, and flexible flat cables (FFCs). The wire states
between those units are very important and must be clearly verified.

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Ghosting
Printer ghosting literally stands for additional images around the original image, which is supposed to be a
single image. When we find this problem in the market, this is very confusing.
However, this ghosting print is mainly from the image generating parts such as drum, fuser, retransferring
roller, etc., so we don’t need to worry too much.
At first, if there are any repetitive rules of length about the additional ghost images, pick up the length and
compare it with the cycle of rotating parts within the paper path. This method allows you to find some
suspicious part which is corresponding to that length.
If you fail to find the corresponding part of the ghosting print, check the image generating parts. As a good
way to find the cause, you can look at the state of the parts in the middle of image generation process. The
moment the device outputs the ghosting prints, you can find the cause by investigating this with a high
probability.
This problem is mainly caused by drum unit, fuser, retransferring roller, and sometimes unique paper types
and user environments create this problem.

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Unit4. Parts code
- Refer to a below parts table.

E877, E87740, E87750, E786, E78625, E826, E82650, E731, E73130, E73135,
E87760, E87770 E78630, E78635 E82660, E82670 E73140

Image unit K W9077-67001 W9074-67001 W9086-67001 W9066-67001

Image unit Y W9078-67001 W9075-67001 - -

Image unit C W9078-67001 W9075-67001 - -

Image unit M W9078-67001 W9075-67001 - -

Developer unit K 5PN72-67002 5PN57-67001 5PN82-67002 5PN67-67001

Developer unit Y 5PN73-67002 5PN58-67001 - -

Developer unit C 5PN75-67002 5PN60-67001 - -

Developer unit M 5PN74-67002 5PN59-67001 - -

Toner K (Std) W9160-67006 W9140-67005 W9084-67006 W9064-67004

(High) W9170-67007 W9150-67007 W9085-67007 W9065-67007

Toner Y (Std) W9162-67004 W9142-67005 - -

(High) W9172-67007 W9152-67007

Toner C (Std) W9161-67004 W9141-67006 - -

(High) W9171-67007 W9151-67007

Toner M (Std) W9163-67004 W9143-67005 - -

(High) W9173-67007 W9153-67007

T2 transfer assembly 5PN80-67001 5PN65-67001 - -

ITB (Image transfer belt) 5PN78-67001 5QJ90-60051 - -

LSU JC97-05149A JC97-05148A JC97-05147A 5QK18-60001

Fuser Kit 5PN53-67001 5PN50-67001 5PN53-67001 5PN51-67001

Fuser 110V 5PN76-67001 5PN61-67001 5PN76-67001 5PN68-67001

Fuser 220V 5PN77-67001 5PN62-67001 5PN77-67001 5PN69-67001

HVPS JC44-00240C JC44-00212D 5QK09-60001 JC44-00237D

ISA (WUR) – 200sheet 5QJ90-67011 5QJ83-67007 5QJ90-67011 5QJ83-67007

300sheet 5QK08-67004 5QJ90-67011 5QK08-67004 5QJ90-67011

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