How can I clean the roller in the rear part of the machine?

[johnny19]

I have streaks down the left side of every page.  I've tried printing a cleaning page many times; it got a little better but won't clear up completely.  When I look in the rear, at the small roller there, I can see there is ink or something on that side of it.  I've tried to wipe it off with a tissue, and vacuuming it, but nothing seems to get rid of it.  How about rubbing alcohol?  Do I need to replace that roller?  How to remove it?  Please HELP!  Thanks, John

[The_Fossette]

Hi @johnny19

Welcome to the HP Forums!

Thank you for posting your query in this forum, it's a great place to find answers.

I reviewed your post and I understand that there are streaks on the left side of every page.

I’d love to help!

Follow below steps to clean the rollers and check if it helps.

1. Turn off the Printer and unplug the power cord.
2. Remove the rear access door.
3. Clean each roller using a clean lint-free cloth lightly moistened with water (distilled water preferred).
4. Rotate the rollers to clean the entire surface.
5. Verify that the paper feed rollers on the rear access door are clean and rotate easily.
6. Re-seat the rear access door.
7. Plug in the power cord and turn on the Printer.

Let me know how it goes and you have a great day!

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

Take care.

Cheers!

[johnny19]

Thank you!  I still have 2 questions though:  How do I remove the rear door?  It's easy to just open it, but I don't see how to remove it.  Also, you said rollers, plural, and I only see one.  It rotates easily, but I don't see how to remove it.  

[The_Fossette]

Hi @johnny19

Thank you for posting back.

You do not have to remove the rear door to clean the roller. Yes, your printer has only one roller.

Refer to the below service guide for more information.

http://hp.care/2hsAoJW

Let me know how it goes and you have a great day!

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

Take care.

Cheers!

[johnny19]

Thanks again.  I removed the roller (one just needs to take off the plastic caps on each end) and wiped carefully with soft cloth and filtered water.  There is only a slight improvement.  Will it help if I repeat this process x number of times?  Or is it possible to get a replacement roller?

[Dvortex]

Hello, @johnny19 

Thanks for the reply! I would like to jump in with a suggestion 🙂

I would suggest printing a cleaning page to try and fix this issue. This will help remove dust and excess toner from the paper path.

Go to http://hp.care/2io5Ugq and follow the steps under "Print a cleaning page" to perform this process.

Let me know if that helps!

Good luck 🙂

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[johnny19]

Thank you for the reply.  Please see my original post re: printing cleaning page.  Also, see my most recent post re: questions, which are not answered.

[Dvortex]

Hello, @johnny19

Thanks for the update & I see that you performed the cleaning page before contacting HP. My bad 😞

You can definitely try cleaning the rollers and the paper path multiple times (2 or 3 times) using the lint free cloth and the distilled water. That should help you in getting better print quality.

Coming to your second question, I am afraid that you cannot buy the rollers separately from HP. That is not a replaceable part for this printer model.

I would suggest contacting the HP phone support if you cannot get the issue fixed for a possible printer replacement or printer upgrade option.

You can visit http://www.support.hp.com/contact-hp and fill in your product details to get the tech support number.

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Cheers 🙂

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!