printing short blue and pink horizontal lines

[Tech26]

Hi a customer recently got blue and pink lines at right side of the print-out. I couldnt fint anything about this in the manual.
The thing that i find odd is that it does only happen when one prints from one paper drawer but not the other. 
So my guess is that it cant be a driver issue. The toner has already been replaced and the printer has been cleaned several times.  
Note: I dont have physical  access to the printer.
 

[Alex-TATS]

Hi Tech26,

This looks like a faulty cyan and magenta toner cartridge to me.

And they appear only when the print job contains colour and not black & white printing only.

Printing something in black & white will result in a printout without these colour dots.

Does the customer print exaclty the same job from both trays?

Tell him to print a supplies status page from both trays and check if the issue applies to both trays.

I hope this may help,

Cheers!

[Tech26]

Thank you for your fast reply. The customer says that it happens when she prints black & white but also when she prints in color.It does not print the colored stripes when she's printing from a third party program she says. I asked when she changed the toners and since when she's  been having these issues. She changed the black one around a week ago and the colored ones have been changed in february she said.  She told me it started happenening at the end of november.
She changed the toners since they were near empty thinking it would solve her issue but it didnt.
When she changed the toners the print of the colored stripes was clearer. But I'd say this is as expected when one changes the toners. 

[Alex-TATS]

Well, if she changed the toners and the problem is still there, then that means that there is something wrong with the charging of the drums. Removing the toners and cleaning the contacts and springs of each toner slot in the printer is what can be done. I do not know if this printer model has an option in the troubleshooting diagnostics about disable cartridge lock. If it has, then you can swap toners and see if the problem is transferred to the new colour toners which will suggest that the toners are ok but the printer is not. In that case, either the toner slot (springs/contacts) or the HVPS might be the cause.

[Repairatrooper]

Looking at those defects I would look at the secondary transfer roller as the issue