Grey Horizontal Bars - HP LaserJet Pro M118dw

[warriortwo]

I recently started getting gray horizontal bars on my prints (see photo). Someone recommended purchasing a new drum, so I did that (both toner and drum are new, HP Brand) and the problem did not resolve. In fact, it is getting worse. Photo was taken after the drum replacement. What next steps can I take to fix this?

[Nal_NR]

Hi @warriortwo,

Welcome to the HP Support Community. 

Do not worry, I'd be happy to help you! 

I understand that you are facing issues with the printer quality. 

Try updating Firmware. Click here

Since you have already replaced the toner and drum and if you have already performed all the steps from this document, then the printer needs to be checked for hardware. 

Keep me posted for further assistance.
Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[warriortwo]

Unfortunately, I don't think the firmware wasn't the issue. I had a lot of difficulty getting the Mac app to recognize my printer, and when I finally entered it manually, the app said there were no firmware updates for my printer (even though the Smart HR app indicates my Firmware Version is 2019-07-18).  From the Smart HR app I was not able to access the "Advanced Settings" that is supposed to help me update firmware. I was able to clean the printer head, which seems to have helped some, but I am still getting some gray muddiness on my prints.  Below are some screenshots from the two apps.

[Nal_NR]

Hi @warriortwo ,

We are sorry that the issue is not resolved when the above troubleshooting steps were performed.

This might require one-on-one interaction to fix the issue via remote assistance. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!