m118dw starter toner outlasted the imaging drum?

[mcarland]

Bought printer 6/9/2019. Still using starter cartridge. Black streak getting much worse down right side of page. Only on front of two sided printing. Second page appears to be lighter than first?

Little/no lines on back even when two sided

Product warranty check was unable to find a match for m118dw and my serial number

https://www.support.hp.com/us-en/unknownwarranty

Looking at the support page:

https://support.hp.com/th-en/document/c06139461

Step 5 - Check the toner level: for MacOS says to open ‘HP Utility' 

On the software page, there is no ‘HP Utility'

https://support.hp.com/us-en/drivers/selfservice/hp-laserjet-pro-m118-m119-series/21996892/model/219...

Step 7 - Print a cleaning page: Says to press the “Setup” button on the printer control panel. Where is this button?

Used the printer web page to run cleaning mode 3 times. Never much improvement.

Step 9 - Inspect the toner cartridge and imaging drum: ‘#2 - Examine the memory chip for damage.’? What?

Right side of toner drum looks normal, right side of imaging drum has toner on it.

Should starter cartridge outlast the imaging drum? I had multiple 4m/5l/6l printers, and never had drum issues unless printing labels. I’ve never printed a label in this printer. I can’t find a printed page count on the test pages.

[Repairatrooper · Accepted solution]

HP does warranty supplies until the reach low. If the page count is low and the drum has failed I would contact HP technical support and request a replacement.

[mcarland]

That would be great if they would help me, and after reading the solution steps for the printer, was my next plan. But for the life of my I am unable to find how to contact support. The virtual assistant asks question and mysteriously gives up, and the link for support is all self help. That is why I posted here, I self help wasn't getting my anywhere, and I could figure out how to get ahold of anyone else.

[mcarland]

Was finally able to contact support. The web site doesn't allow you to log in with Safari, you just keep going back to the not logged in state. Was able to get things working with Chrome, and noticing when I entered m118dw, I had to let it select the full name "Laserjet Pro M118dw", not hit enter, or it wouldn't go further.

Eventually I got support chat, and going through all of the above again, they are sending a new imaging drum.

Thank you.

BTW, the printer only has 638 pages on it, says the imaging drum is still 100%. The starter toner still has 30%. I hope the next drum does a little better...